Summary
Overview
Work History
Education
Skills
Timeline
Generic

Samantha Hogan

Gaithersburg

Summary

Dynamic customer service professional excelling in enhancing customer satisfaction through effective communication and relationship building. Skilled in animal handling and task prioritization, I consistently deliver exceptional service while maintaining compliance and fostering a positive environment for both clients and pets.

Overview

11
11
years of professional experience

Work History

Lead Customer Service Representative

Best Friends Pet Hotel
Gaithersburg
03.2025 - Current
  • Identified opportunities to enhance customer satisfaction levels through process improvements.
  • Ensured compliance with applicable laws and regulations concerning customer service operations.
  • Promoted available products and services to customers during service, account management and order calls.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
  • Conferred with customers by telephone or in person to provide information about products or services and take orders.
  • Coordinated with other departments to ensure a smooth workflow across all channels of communication.

Retail Associate/Cashier

Two Brothers Dog Wash
Virginia Beach
04.2021 - 01.2025
  • Handled cash transactions accurately using point-of-sale systems or manual calculations
  • Assisted in restraining dogs during grooming procedures to ensure their safety as well as the safety of the groomer
  • Maintained a clean and organized work area, including cleaning grooming tools after each use to prevent cross-contamination
  • Provided exceptional customer service by addressing any concerns or questions from pet owners in a professional manner
  • Managed appointment scheduling system efficiently, ensuring timely services for all clients' pets without overlapping appointments
  • Collaborated with other team members to coordinate bathing schedules and prioritize tasks based on workload demands
  • Developed personalized relationships with regular clients' pets, creating a comfortable environment for them during each visit
  • Implemented safety protocols to prevent accidents or injuries during the bathing and grooming process
  • Adhered to strict sanitation guidelines to prevent the spread of diseases or infections among dogs at the salon
  • Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
  • Developed strong relationships with key clients through regular communication and personalized support
  • Assisted customers with product selection based on their needs and preferences, resulting in increased sales revenue

Server/Certified Trainer

Gordon Biersch
Virginia Beach
06.2017 - 03.2020
  • Assisted guests with making menu choices
  • Fostered fun atmosphere and family-style work environment
  • Greeted guests promptly, shared daily specials, and collected drink orders to offer superior service
  • Took orders, made drinks, and cleaned tables after the guests' departures
  • Used POS system to accurately input orders and process payments
  • Controlled the flow of food from the kitchen to the dining table
  • Assisted bartender with managing deliveries to customers in different sections
  • Handled as many as 10 tables at once with high service quality
  • Balanced trays with care to successfully deliver large volumes of food quickly
  • Communicated customers' menu choices and special requests to kitchen staff to minimize errors
  • Transported food products, cleaned tables and counters, and stocked dining room supplies
  • Gained familiarity with menu ingredients and cooking processes to respond to customer inquiries
  • Picked up trash and removed spills promptly to keep dining area fresh and inviting
  • Engaged customers in friendly conversation to boost satisfaction and loyalty to restaurant
  • Trained new servers in restaurant procedures and customer service standards
  • Greeted all guests with smile and friendly greeting
  • Uphold high sanitation and safety standards while delivering and serving food
  • Monitored tables and expertly handled requests, kept drinks refilled, and offered additional items such as desserts

Hostess/Server/Bartender

The Greene Turtle
Germantown
08.2014 - 05.2017
  • Maintained organized hostess station and restocked supplies
  • Cleaned and sanitized tables, menus, and dining areas in accordance with company and industry standards
  • Set-up and cleared tables at peak times to seat patrons more quickly
  • Reviewed and periodically updated seating chart to reflect open and occupied seating
  • Met needs of guests by listening to special requests and accommodating them accordingly
  • Maintained an even and orderly flow of guests from the reception area into the dining room or lounge, and informed customers of estimated wait times
  • Observed the dining room to monitor guest satisfaction and provided assistance when needed
  • Greeted guests and bade farewell to departing guests, presented menus, and announced the name of the server
  • Used the POS system to process credit card and cash transactions
  • Addressed and resolved guest complaints, escalating to management when necessary
  • Maintained neat and well-groomed appearance and observed all uniform requirements
  • Answered the phone to take delivery or pickup orders from callers
  • Mitigated risks by ensuring sanitary environment and monitoring alcohol service
  • Memorized menu offerings to provide guests with information and specifics regarding daily specials or featured promotions
  • Greeted guests with upbeat and positive attitude and engaged in personable conversation to address seating needs
  • Delivered or collected final bill and processed cash and credit card payments

Education

High School Diploma - Early childhood education

Seneca Valley High School
Germantown, MD
05.2014

Skills

  • Animal care
  • Animal handling
  • Sales
  • Organization
  • Restaurant experience
  • Task prioritization
  • Customer relations
  • Creative thinking
  • Communication skills
  • Motivation
  • Prioritization
  • Food handling
  • Relationship building
  • Hospitality
  • Verbal communication
  • Host/Hostess
  • POS
  • Serve customers
  • Customer service
  • Bartending
  • Record keeping
  • Animal Restraint
  • Multitasking
  • Problem solving
  • Payment processing
  • Team collaboration
  • Time management

Timeline

Lead Customer Service Representative

Best Friends Pet Hotel
03.2025 - Current

Retail Associate/Cashier

Two Brothers Dog Wash
04.2021 - 01.2025

Server/Certified Trainer

Gordon Biersch
06.2017 - 03.2020

Hostess/Server/Bartender

The Greene Turtle
08.2014 - 05.2017

High School Diploma - Early childhood education

Seneca Valley High School

Similar Profiles

CREATE PROFILE
Samantha Hogan