Briana Watkins
Walnut Cove,NC
Summary
Hardworking and motivated professional with several years of experience and record of success in industry. Solid history balancing team performance, customer service targets and business objectives. Dedicated to working closely with employees to maximize productivity and optimize procedures. Decisive leader with good planning and organizational skills. Customer-focused professional with a background in customer service roles. Known for providing top-notch client support while maintaining high levels of customer satisfaction and loyalty. Strengths include exceptional communication, problem-solving skills, and ability to handle multiple tasks simultaneously. Proven track record of consistently improving operational processes to enhance the overall customer experience.
Overview
21
21
years of professional experience
Work History
Manager/Head Bartender
311 Tavern
Walnut Cove, NC
08.2022 - Current
- Monitored budgets and expenditures to ensure cost-effectiveness while maintaining quality standards
- Established processes to ensure efficient workflow throughout the organization
- Ensured compliance with all applicable laws, regulations, industry standards
- Scheduled interviews for potential candidates and conducted reference checks prior to hire
- Provided leadership during times of organizational change or crisis situations
- Developed and implemented strategies to increase customer satisfaction and loyalty
- Enhanced team member performance through use of strategic and tactical approaches, motivational coaching and training
- Managed inventory levels to meet demand without overstocking, reducing waste
- Conducted performance evaluations, providing feedback and coaching for team development
- Resolved customer complaints and issues promptly, maintaining a positive brand image
- Oversaw daily operations, maintaining efficiency and quality standards
- Trained employees on additional job positions to maintain coverage of roles
- Monitored staff performance and addressed issues
Customer Service Team Lead
Food Lion
Walnut Cove, NC
05.2020 - 08.2022
- Dealt with all customer service needs
- Managed daily operations of the team including assigning tasks
- Analyzed customer feedback data to determine areas of opportunity or needed improvements in services offered
- Handled all money transfers and deposits
- Responsible for opening day and closing office work
- Coordinated and supervised customer service team in order to ensure quality service delivery
- Assisted in resolving escalated customer complaints or issues in a timely manner
- Maintained an up-to-date knowledge base of products, services, pricing information, processes
- Monitored customer interactions with the team to identify areas of improvement or opportunities for growth
- Trained new team members on proper service methods and evaluated service delivery using quality assurance program
Assistant Store Manager
Dollar General
07.2019 - 04.2020
- Made schedule for employees, checked in Vendors and any packages received
- Provided excellent customer service to all patrons that came into the store
- Did opening and closing paperwork for the store, placed orders if items were needed for the store
- Handled big cash drops at the end of the night as well as counting down the drawers for the working employees
Lead Front Desk
Microtel Inn & Suites
05.2018 - 06.2019
- Checked in guests in high volume, fast paced environment ensuring requests were met and accurate billing
- Recognized for ability to handle and resolve confrontational guest situations
- Provided excellent customer service, tourism information and completed end of shift reports
- Read through logs to determine day's events in order to best accommodate all guests
Bartender/Server/Trainer
Murphy Street Tavern
06.2017 - 01.2018
- Mixologist, Serving Guests with excellent customer service
- Handled cash register
- Answering phones and taking orders
- Excellent cash handling skills and customer service
Bartender/Bartender Trainer/Server Trainer
Bonefish
02.2016 - 02.2017
- Mixologist, serve and prepare drinks for the guests, serving guest with excellent customer service, trained newly hired bartenders, excellent cash handling skills
Server/Certified Trainer/To Go Specialist
Olive Garden
Winston Salem
04.2012 - 02.2016
- Trained newly hired employees, Serving guests with excellent customer service
- Using excellent cash handling and being resourceful
Server
TGI Fridays
Winston Salem
01.2010 - 05.2010
- Serving guests with excellent customer service, running food, handling money, taking orders and building up regulars
Server/Trainer/Bartender
Chili's Bar and Grill
Winston Salem
05.2007 - 09.2009
- To train newly hired employees, also serving guests with excellent customer service
- Mixing and making of drinks for the entire restaurant while building a regular guest base at the bar and running cash register
Server/Cashier
Francesco's Pizza
Winston Salem
05.2004 - 04.2008
- Running the cash register and serving and tending to guests with excellent customer service skills
- Answering the phones and taking orders
Server/Trainer
Mimi's Café
Greensboro
04.2006 - 05.2007
- To train newly hired employees and to serve guests with excellent customer service, running food, taking orders and handling money
Hab Tech 1
Horizons Residential Care Center
Rural Hall
05.2005 - 04.2006
- The assisting of mentally challenged kids with their everyday living, schoolwork, eating and recreational time
Education
Simple Computers -
Edgecombe Community College
Rocky Mount, NC01.2012
Child Development and Family Studies -
North Carolina A&T State University
Greensboro, NC01.2005
General Studies -
South Stokes High School
Walnut Cove, NC01.2004
Seven Habits of Highly Successful People -
Winston Salem, NCSkills
- Workforce Management
- Strategic Planning
- Expense Tracking
- Policy Implementation
- Staff Management
- Staff Training and Development
- Team Leadership
- Schedule Preparation
- Guest Services
- Cash Handling
- Customer Service
- Positive and professional
- POS System Operation
- Cash Management
- Customer Satisfaction
References
- Mandi Taylor, 336-624-2709, current co-worker, 4
- William Hill, 336-724-4518, Former manager, 16
- Maisha Hylton, 336-995-6526, Former co-worker, 11
Timeline
Manager/Head Bartender
311 Tavern
08.2022 - Current
Customer Service Team Lead
Food Lion
05.2020 - 08.2022
Assistant Store Manager
Dollar General
07.2019 - 04.2020
Lead Front Desk
Microtel Inn & Suites
05.2018 - 06.2019
Bartender/Server/Trainer
Murphy Street Tavern
06.2017 - 01.2018
Bartender/Bartender Trainer/Server Trainer
Bonefish
02.2016 - 02.2017
Server/Certified Trainer/To Go Specialist
Olive Garden
04.2012 - 02.2016
Server
TGI Fridays
01.2010 - 05.2010
Server/Trainer/Bartender
Chili's Bar and Grill
05.2007 - 09.2009
Server/Trainer
Mimi's Café
04.2006 - 05.2007
Hab Tech 1
Horizons Residential Care Center
05.2005 - 04.2006
Server/Cashier
Francesco's Pizza
05.2004 - 04.2008
Simple Computers -
Edgecombe Community College
Child Development and Family Studies -
North Carolina A&T State University
General Studies -
South Stokes High School