Customer Resolution & Operations Leader

LAILA BASTANI

**** ***** ****, *******, **, *****, US • 270-***-**** • ***********@*****.***

Professional Summary

Analytical

Responsible

Effective

Listening to customers, meeting productivity goals, and staying current on company offerings are all skills she possesses. Expert at providing relevant information and options for resolving problems effectively. Detail-oriented leadership with excellent communication and computer skills, as well as a track record of exceeding operational goals by executing maintenance program proficiency.

Relying on 25 years of experience in providing outstanding customer service. dependable self-starter looking for a position as a customer resolution specialist with a forward-thinking company. Motivated to address customer concerns directly and efficiently, develop proactive solutions, and implement corrections quickly. Adaptable Great team player who thrives in fast-paced, competitive environments. Skilled at coordinating paperwork, processing payments, and working independently to meet customer needs. Upbeat and vivacious, with grace in dealing with adversity via resourcefulness and adaptability. Ability to complete tasks accurately despite interruptions and competing demands has been demonstrated. In dealing with a variety of issues, she is meticulous, resilient, and adaptable. Customer service leader who is patient and empathetic, with a strong background in conflict resolution and customer service. Self-motivated leader with strong interpersonal, communication, and problem-solving skills. Skills

Scheduling

Motivational style

Computer literate

Inventory control

Flexible and adaptable

Purchasing

Accounts payable/receivable

Organizational ability

Staff management

Credit and collections

Decision making

Verbal communication

Creative problem solving

Attention to detail

Training

Accurate cash handling

Recipes and menu planning

Employee training

Vendor relations

Multi-Task Management

Operations management

Safe food handling

Team Leadership

Expense control

Customer needs assessment

Time management

Meeting deadlines

Outgoing personality

Strong team member

Team building

Education

Criminal Justice Administration - Some college

(No degree) Murray State University - Murray,

KY

Culinary Arts - Associate of Arts - 2018

Sullivan University - Louisville, KY

High School - 1996

St. Mary School System - Paducah, KY

Workflow planning

Customer service

Effective sales techniques Problem solving

Professional demeanor MS Office

Interpersonal skills

Data gathering

Process improvement Critical thinking

Active listening

Resolution-oriented

Excellent multi-tasker Dependable and reliable

Courteous demeanor Grammar

Team building

Resolving issues

Organized

Typing proficiency

Relationship development Decision making

Budgeting and cost control Weekly Payroll

Customer satisfaction Employee mentoring Vendor

relations

Flexibility

Cultural competency

Work History

Kitchen Manager - March, 2023 to January 2025

Max's Brick Oven Cafe - Paducah, KY

Devised and implemented strategies to boost team productivity, streamline processes, and boost efficiency. Was able to establish positive vendor relationships. Keep the kitchen clean and sanitary by following proper procedures and cleaning surfaces and equipment on a regular basis. Delegated tasks to team members to increase productivity. Assisted restaurant owners with pricing by providing information about ingredient costs and proper portioning. Checked and tested foods to ensure that they were of good quality and were at the proper temperature. Oversee the training, development, and scheduling of kitchen professionals such as prep cooks, cooks, and bakers. Improved employee morale and addressed performance issues in accordance with company policies. Was in charge of scheduling and receiving food and beverage deliveries while staying within the food cost and budget. Was in charge of inventory management in order to achieve the desired gross profit margin. Checked and tested foods to ensure that they were of good quality and were at the proper temperature. Was in charge of handling escalated customer complaints in order to provide complete resolutions and increase customer loyalty. Identified items in stock for first use to reduce waste and profit loss. Inquired about the satisfaction of the guests, anticipated additional needs, and gladly fulfilled requests. Discussed menu items and dietary concerns, noted special requests, and suggested appetizers or other additional items to meet upsell goals. Improved employee morale and addressed performance issues in accordance with company policies. Was in charge of cleaning equipment and tools such as the dishwasher, hand washing stations, pot-scrubbing station, and trash compactor. Checked on guests to make sure they were happy with their meals and recommended additional items to boost restaurant sales. Was in charge of hiring, training, and managing all kitchen staff, as well as employee development, disciplinary action, and performance reviews. Provided in-depth training to workers in food preparation and customer-facing roles to promote strong team performance. Was in charge of overseeing food preparation and ensuring that safety protocols were followed.

Oversaw the preparation of customer meals and ensure that food was handled safely. Server - November, 2019 to December, 2023

SSP America Phoenix Sky Harbor International Airport (PHX) - Phoenix, AZ Informed the manager about any accidents, injuries, or unsafe working conditions. Double-checked meal contents against orders to avoid delays by addressing and correcting issues as soon as possible. Kept areas clean and tidy by collecting used items and trash and wiping up spills on a regular basis. Struck up a friendly conversation with guests in order to establish rapport and encourage repeat business. Kept the tables clean and tidy with tableware, glassware, silverware, and linens. Serve food and drinks to guests based on my understanding of the menu and diet requirements. Provided excellent service by creating a warm and welcoming environment. Delivered orders to tables in a timely manner and according to the specifications requested. Checked identification to enforce age restrictions for alcoholic beverages. Seated guests at tables with courtesy, providing menus, and accurately recording drink orders. Was able to quickly and effectively resolve guest I complaints. Assisted customers in placing orders, explained menu items, and suggested appropriate alternatives for customers with food allergies. I was frequently complimented by customers for going above and beyond my normal responsibilities. Created orders, documented special requirements, and discussed needs with kitchen personnel to provide customers with desired food and minimize complaints.

Aided hosts in keeping professional, clean, and inviting entryways to welcome visitors. Greeted regular customers and maintained relationships with them. Shared my knowledge of menu items and flavors with customers, allowing them to make personal choices based on their preferences and interests.

Implemented quality assurance procedures to ensure that customers had a pleasant dining experience. Worked closely with managers and kitchen staff to provide excellent, up-to-date customer service. Kept track of cash receipts and deposits to ensure complete accuracy. Polled diners about their meals in order to gauge satisfaction and gather critical feedback for improving operations. Server/Bartender - April, 2019 to December, 2022

Marcellino Ristorante - Scottsdale, AZ

Dealt with cash on a daily basis, which earned me the trust and loyalty of the owners. Polished glassware, bussed tables, and removed debris to keep the customer areas fresh and clean. Conducted [Timeframe] inventories of bar and drink supplies to keep stock on hand and avoid costly rush orders. Was in charge of managing the bar's inventory, restocking supplies, and placing orders for spirits, beer, wines, and mixers. Waited on up to 16 customers at the bar.

Measured and mixed house ingredients to prepare custom and a-la-carte drink orders. Upsold daily specials and beverage promotions to exceed daily sales goals. Helped servers with specialty drink orders by quickly preparing on-demand items. Customer Service Representative - April, 2017 to April, 2018 Willis Towers Watson - Tempe, AZ

Used discretion and good judgment when it came to using company materials and supplies. Interrogated customers and gathered data in order to better understand their needs and provide quick solutions. Provided each customer with exceptional service by listening to their concerns and answering their questions. Maintained a high level of professionalism and calmness with all personnel even in high-stress situations. Promoted available products and services to customers during service, account management, and order calls. Kept customers happy by implementing forward-thinking strategies that focused on meeting their needs and resolving their concerns. Managed client correspondence and records using both manual and automated methods for maximum efficiency and accuracy. Dealt with a wide range of customer service, operational, and administrative tasks every day. Keep track of customer interactions and transactions, including inquiries, complaints, and comments, as well as actions taken. Server Trainer - March, 2014 to November, 2019

Yard House - Cincinnati, OH

Taught servers how to remember menu items and deliver information in a friendly and relatable manner. Organized and managed food service training for employees to learn about sequence of service, food and beverage items, POS system, and company policies and procedures.Used my in-depth knowledge of wine, cider, and beer, as well as appropriate entree pairings, to boost daily beverage salesTrained new employees on the restaurant's practices, culture, and procedures in order to maximize job satisfaction and productivity.Struck up a friendly conversation with guests in order to establish rapport and encourage repeat business. Checked identification to enforce the age requirement for alcoholic beverages.Kept an eye on guests for signs of intoxication and immediately alerted management, ensuring a safe and welcoming environment for all patrons.Customers paid with credit cards, cash, and gift certificates, and I made proper change for cash transactions.Established and enforced performance and service standards to maintain a consistent, high-quality environment dedicated to customer satisfaction.Ensured customer satisfaction by promptly responding to orders and requests for entertainment. Keep an eye on staff money handling for signs of fraud, such as card skimming.

Taught servers how to memorize menu items and provide information on how to prepare them. Server, bartender, line cook,kitchen and floor manager, - March, 1998 to January, 2014 Max's Brick Oven Cafe - Paducah, KY

On-site training was provided by me.

Informed guests about daily specials and menu options, allowing them to make informed decisions about appetizers, entrees, and desserts. Responded quickly to customer concerns and resolved guest issues using diplomacy and listening to the guests issues to effectively resolve the matter.

Started it.

Provided each customer with exceptional service by listening to their concerns and answering their questions. Listened to customer feedback, provided appropriate responses, and forwarded issues to the appropriate department. Additional Information

First of all, I would like to convey to you what a strong work ethic I have developed from running the family business for over 16 years. I was very lucky to have the opportunity to build this restaurant from nothing utilizing everything I had learned from working with my father and my formal training as well as implementing my own style. The business has been successful for 25 years with sales exceeding a million dollars. Secondly, I did move away for 10 years and was able to further hone my skills as well as learn new techniques and skills that have helped to shape my well rounded approach to customer service and remarkable ability to read and communicate with even the most difficult customer. Currently, I am seeking something outside of the bar and restaurant industry. I have call center experience dealing with various types of insurance and became quite proficient in that role. I’m always up for a challenge and thrive in a fast paced environment and have excellent time management and multi-tasking abilities.

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