Dynamic leader with a proven track record at Trailhead Taphouse & Kitchen, enhancing customer satisfaction and streamlining operations. Excelled in team leadership and problem-solving, significantly improving service efficiency. Skilled in customer service and staff development, adept at fostering strong relationships and driving repeat business. Achieved notable success in fast-paced environments, demonstrating exceptional decision-making and verbal communication abilities.
Hi, I’m
Amanda Dran
Knoxville,TN
Summary
Overview
12
years of professional experience
Work History
Trailhead Taphouse & Kitchen
Assistant Manager
11.2022 - 07.2024
Job overview
- Developed marketing strategies to attract new customers, increasing foot traffic.
- Optimized scheduling to ensure adequate staffing during peak hours, improving service efficiency.
- Skilled at working independently and collaboratively in a team environment.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Generated repeat business through exceptional customer service.
- Proved successful working within tight deadlines and a fast-paced environment.
Colorado Plus 49
Keyholder Manager
08.2020 - 10.2022
Job overview
- Managed daily operations efficiently, including opening and closing procedures, and cash handling.
- Engaged with customers to build rapport and promote long-term loyalty for increased sales.
- Developed and maintained strong relationships with customers and vendors to establish rapport and build trust.
- Effectively allocated tasks during high-traffic times to keep operations running smoothly and employees focused.
- Submitted reports to senior management to aid in business decision-making and planning.
- Educated staff on strategies for handling difficult customers and challenging situations.
- Resolved customer complaints professionally, resulting in increased customer satisfaction and loyalty.
- Walked through department multiple times each shift to evaluate and correct issues such as cleaning and stock replenishment needs.
Carvana
Customer Advocate
12.2020 - 08.2022
Job overview
- Listened to customers in actively to assess issues and provide accurate information.
- Documented customer concerns and inquiry resolutions in internal computer system.
- Enhanced customer satisfaction by promptly addressing concerns and providing effective solutions.
- Developed strong relationships with clients, promoting trust and loyalty through excellent service.
- Handled difficult customer situations with grace and professionalism, consistently meeting first-call resolution metrics.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
Red Robin
Host/Server
10.2018 - 09.2020
Job overview
- Answered customer questions about hours, seating, and menu information.
- Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
- Monitored seating area and checked restrooms regularly to keep spotless.
- Increased restaurant efficiency by maintaining an organized host stand, including menus, reservation logs, and seating charts.
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals, and walk-in business.
- Used slow periods to restock supplies, ice, trays, and delivery bags.
Umi Japanese Steakhouse And Sushi Bar
Head Host/Bartender
08.2012 - 08.2018
Job overview
- Enhanced customer experience by ensuring timely seating and providing exceptional service.
- Maintained a clean and welcoming environment at the host stand while greeting guests upon arrival warmly.
- Provided support during private events as needed while coordinating with event planners.
- Trained team members on best practices for hospitality, elevating overall staff performance.
- Supported servers, food runners, and bussers with keeping dining area ready for every guest.
- Increased customer satisfaction by providing excellent service and crafting high-quality cocktails.
- Upheld strict regulations for safe alcohol service and food safety.
- Developed loyal clientele by consistently delivering outstanding service and engaging in friendly conversation.
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
Hazel Hill Chocolate Traditions
Store Manager
12.2015 - 04.2017
Job overview
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Approved regular payroll submissions for employees.
- Trained and guided team members to maintain high productivity and performance metrics.
- Assisted in recruiting, hiring and training of team members.
- Optimized labor scheduling according to store needs while adhering to budget constraints, maximizing productivity without compromising service quality.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
- Fostered a positive work environment by cultivating strong relationships between team members through team-building activities and consistent recognition of individual achievements.
Education
Manhattan High SchoolManhattan, KS
High School Diploma
05-2012
University Overview
Skills
- Customer service
- Money handling
- Team leadership
- Decision-making
- Problem-solving
- Succession planning
- Verbal and written communication
- Recruitment and hiring
- Customer relations
- Staff development
Timeline
Assistant Manager
Trailhead Taphouse & Kitchen
11.2022 - 07.2024
Customer Advocate
Carvana
12.2020 - 08.2022
Keyholder Manager
Colorado Plus 49
08.2020 - 10.2022
Host/Server
Red Robin
10.2018 - 09.2020
Store Manager
Hazel Hill Chocolate Traditions
12.2015 - 04.2017
Head Host/Bartender
Umi Japanese Steakhouse And Sushi Bar
08.2012 - 08.2018
Manhattan High School
High School Diploma
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