Adriana Cruz
Hilliard,OH
Summary
Results-driven professional with proven ability to lead teams to success. Strong focus on team collaboration, operational efficiency, and achieving measurable outcomes. Adept at strategic planning, process improvement, and fostering culture of accountability and excellence. Known for adaptability and consistently meeting changing organizational needs.
Overview
7
7
years of professional experience
Work History
NRO Certified Trainer, Bird & Service Specialist
Raising Cane's Restaurants
02.2022 - Current
- Led newly hired team members and managers to success through training at various opening restaurants.
- Improved customer satisfaction by addressing and resolving service-related issues promptly and professionally.
- Conducted regular training sessions for staff, ensuring consistent delivery of exceptional services to customers.
- Continuously adhered to strict regulations as well as detailed instructions, guidelines and specifications.
- Consistently met or exceeded performance metrics related to service quality, response time, and customer satisfaction scores.
- Evaluated systems according to predetermined checklist and noted issues.
- Achieved high levels of productivity by optimizing workload management methods and prioritizing tasks according to urgency.
Senior Account Manager
Discover Financial
10.2021 - 02.2022
- Enhanced communication between departments for more effective problem-solving and collaboration.
- Developed long-lasting client relationships by providing exceptional customer service and support.
- Developed deep knowledge of customer businesses and relationship to company objectives.
- Analyzed data on client behavior patterns to inform future account management strategies, resulting in higher retention rates.
- Mentored junior account managers, fostering their professional growth and skills development within the company.
- Contributed to team objectives in fast-paced environment.
Account Manager
Discover Financial
04.2021 - 10.2021
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Conducted regular account reviews to identify areas for improvement and ensure continued success.
- Enhanced customer satisfaction by efficiently addressing and resolving credit card issues.
- Received inbound customer calls related to credit and accounts receivable.
- Collaborated closely with other departments like Collections or Fraud Prevention teams for seamless communication and better case management.
- Efficiently navigated multiple systems simultaneously while assisting customers, ensuring accurate information was provided without delay.
Certified Trainer & Bird Specialist
Raising Cane's Restaurants
10.2020 - 04.2021
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Provided ongoing support for certified individuals, offering guidance as they navigated new challenges in their professional roles.
- Demonstrated strong multitasking abilities, handling multiple orders simultaneously without compromising quality or efficiency.
Certified Trainer
Raising Cane's Restaurants
12.2019 - 10.2020
- Played an instrumental role in achieving company-wide accolades for outstanding customer service, due in large part to the effectiveness of training initiatives led by the Certified Crew Trainer position.
- Streamlined the onboarding process for new employees, ensuring a smooth transition into their roles and responsibilities.
- Conducted regular performance evaluations to monitor progress, address concerns, and recognize outstanding achievements among crew members.
Crew Member
Raising Cane's Restaurants
03.2018 - 12.2019
- Took orders, prepared meals, and collected payments.
- Worked well with teammates and accepted coaching from management team.
- Improved customer satisfaction by providing friendly and efficient service at the register.
- Cleaned and maintained all areas of restaurant to promote clean image.
- Kept food preparation area, equipment, and utensils clean and sanitary.
Education
High School Diploma -
Dublin Scioto High School
Dublin, OH05-2020
Skills
- Restaurant Opening Operations
- Team Training & Onboarding
- Brand Representation
- Coaching techniques
- Soft skills training
- Train-the-trainer
- Organizational skills
- Computer skills
- Multitasking
- Flexible and adaptable
- Problem resolution
- Excellent communication
Timeline
NRO Certified Trainer, Bird & Service Specialist
Raising Cane's Restaurants
02.2022 - Current
Senior Account Manager
Discover Financial
10.2021 - 02.2022
Account Manager
Discover Financial
04.2021 - 10.2021
Certified Trainer & Bird Specialist
Raising Cane's Restaurants
10.2020 - 04.2021
Certified Trainer
Raising Cane's Restaurants
12.2019 - 10.2020
Crew Member
Raising Cane's Restaurants
03.2018 - 12.2019
High School Diploma -
Dublin Scioto High School
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