Alicia Casada

Managed guest feedback and satisfaction for four diverse restaurant brands under Sun Holdings portfolio: Taco Bueno, Freebirds, Uncle Julius, and Bar Louie. Served as primary liaison between guest experience and operations teams, analyzing customer feedback and generating actionable insights to improve service quality and guest satisfaction. Conducted comprehensive analytics reporting on operational performance metrics, identifying areas of improvement and service gaps across all four brands. Collaborated with operations leadership to develop and implement solutions for identified challenges. Provided strategic marketing insights based on customer feedback data, informing brand messaging and promotional strategies. Maintained detailed records of guest interactions and feedback, ensuring continuous improvement in customer satisfaction levels.

• Managed guest inquiries and resolved concerns promptly and professionally.
• Collaborated with team members to enhance guest satisfaction initiatives.
• Maintained accurate records of guest interactions and feedback for improvement.

Dynamic Marketing Coordinator at Sun Holdings, the third largest franchise company in the nation. Drive comprehensive marketing initiatives across multiple brands, managing a diverse portfolio of marketing functions including commercial production, food photography, social media management, email campaigns, promotional strategies, and event coordination. Collaborate with cross-functional teams to develop and launch brand applications while maintaining brand consistency across all platforms. Leverage industry-leading tools including Adobe Creative Suite and Microsoft platforms, along with AI technologies to enhance campaign effectiveness and streamline marketing operations. Successfully execute multi-channel marketing campaigns, manage brand social media presence, and coordinate promotional events. Demonstrated ability to wear multiple hats in a fast-paced environment while delivering high-quality marketing deliverables for multiple brands.

• Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
• Confirmed appointments, communicated with clients, and updated client records.
• Answered phone promptly and directed incoming calls to correct offices.
• Kept reception area clean and neat to give visitors positive first impression.
• Oversaw office inventory activities by ordering requisitions and stocking and shipment receiving.
• Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.

• Duties include providing excellent customer service by ensuring all customer needs are met; delegating team members to tasks to ensure store runs smoothly per companywide standards which include multitasking, scheduling teams, team meetings, product deliveries, ordering products, maintaining delivery schedules, company changes
• Assisting store and district managers as needed on store financial performance as well as safety and security within the store
• Address and solve customer concerns, requests and issues
• Train, update and prepare a team member to Starbucks standards, policies, skills and operating standards
• Developed strong working relationships with staff, fostering a positive work environment.

• Assisted customers with questions (answer phones/emails)
• Also assisted customers that visited the store, always knowing the information with the new items at the store
• Keeping the company's philosophy with assisting the customer for continued loyalty
• Assisted with social media requests or responses from customers

• Managing my teams to ensure customers had the best experience, also performed server duties
• Worked with POS system to place orders, manage bills, and handle complimentary items.
• Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
• Resolved customer complaints promptly and professionally to maintain positive reputation.
• Assisted in training new hires, providing guidance on restaurant standards and best practices.
• Handled cash transactions accurately, contributing to balanced daily financial reports.
• Followed health and safety protocols crucial for maintaining safe and sanitary environments for customers and staff.
• Developed strong rapport with regular customers through genuine hospitality efforts leading to repeat business.

• Swim instructor for kids ages 2-8

• Swim instructor for kids ages 2-8