Carli Guillory
Wichita
Summary
Experience in customer service with a positive attitude. Strong ability to troubleshoot and problem-solve in demanding and fast-paced environments. Great at effectively communicating with a variety of clientele and personality types. Expressing clear verbal communication while having a driven approach to hospitality. Motivated to help and open to new experiences.
Overview
8
8
years of professional experience
Work History
Manager/Server/Bartender
Grind
04.2024 - Current
- Cross-trained existing employees to maximize team agility and performance.
- Oversaw cash handling procedures, maintaining accurate records and minimizing discrepancies in daily financial reports.
- Ensured timely resolution of customer complaints by taking immediate corrective action when necessary and following up with guests after their visits.
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
- Efficiently opened or closed the bar according to established procedures, ensuring preparedness for each shift.
- Assisted with staff training, sharing expertise in bartending techniques and customer service best practices.
Art Instructor
City of Glenwood Springs Parks & Recreation
04.2024 - Current
- Planned and executed activities to promote skill and talent development and put together lesson plans surrounding various types of art, history and culture.
- Mentored students on their individual projects, providing constructive feedback and guidance for improved artistic expression.
- Implemented differentiated instruction strategies within the classroom, catering to various skill levels and interests of students.
- Inspired a passion for art among students by sharing personal experiences in the field and demonstrating how it can lead to fulfilling career opportunities.
- Prepar and gathered materials for detailed lesson plans.
- Cultivated a safe and inclusive classroom environment where all students felt comfortable expressing themselves through art.
- Managed art room supplies, equipment and resources to maintain consistent supply for projects.
- Collaborated with colleagues to create stimulating art curriculums.
- Managed classroom behavior to establish and maintain clear classroom behavior and discipline expectations.
Server
Texas Roadhouse Restaurant
08.2023 - 04.2024
- Maintained thorough menu knowledge to sufficiently answer questions regarding menu item sourcing, ingredients and cooking methods
- Upsold high-profit items such as appetizers and mixed drinks to enhance sales numbers
- Worked with ALOHA POS system to place orders, manage bills, and handle complimentary items
- Utilized communication practices with kitchen staff to deliver customer meals in timely manner
- Resolved customer complaints promptly and professionally to maintain positive reputation
- Supported needs of 3 tables simultaneously with table turn of 56 minutes
Member Relations Specialist
Matrix Medical Network
07.2022 - 08.2023
- Work from home position
- Handled sensitive confidential information with discretion to maintain department security
- Processed member applications, updated accounts, maintained records, scheduled in-home comprehensive health care assessments
- Built and maintained customer relations by providing high-quality services
- Skilled in Dynamics 365, Five9, UltiPro, Teams, connecting to VPNs communicative systems
- Recorded details of inquiries or complaints to maintain up-to-date records of customer interactions
- Provided exceptional customer service to clients in fast-paced call center environment and performed 200+ outbound phone calls daily
- Informed members of their health plan benefits and managed resistance based off script
Waitr Live Support Specialist
Waitrapp
07.2020 - 04.2022
- Work from home position
- Handled 90+ calls daily, assisted customers and drivers with live orders
- Retrieved customer and driver data, presented product information, and canceled services
- Assisted with training new employees in how to use internal ordering systems
- Logged and notated all phone calls and live chats
- Maintained customer and driver rating above average 85% satisfaction
- Maintained calm and positive throughout moments of customer and driver dissatisfaction
- Fast paced typing skills and ability to quickly resolve issues on demand and maintain low queue
- Able to effectively set up laptop, desktop, headset, microphones, and Google Hangout to converse with employees and customers/drivers
- Skilled in Zendesk, Kustomer, Waitr Dashboard, UltiPro, Slack and Amazon Connect communicative systems
Server
Sloppy's Downtown & Sloppy Taco
01.2017 - 01.2019
- Consistently provided professional, friendly and engaged service
- Displayed enthusiasm and knowledge about restaurant menu
- Demonstrated genuine hospitality while greeting and establishing rapport with guests
- Handled guests needs in fast-paced work environment
- Wrote down walk-in and phone to-go orders and ensured timely delivery to kitchen
- Made accurate time estimates on food waiting times based on flow of restaurant
- Worked on food truck at local events
- Trained others for position
- Solved problems efficiently with calm attitude
- Experience with using Waitr POS systems and interacting with drivers and customers
Banquet Captain
Wild Basin Lodge
06.2017 - 10.2017
- Set and enforced performance and service standards to keep consistent, high-quality environment devoted to guests satisfaction
- Used correct cleaning, sanitizing and food handling procedures to maintain optimal protections for customers
- Enforced strict time management based off of bridal schedule
- Arranged linens and table settings according to seating plan and event theme
- Timely table check-ins, proactively bussed tables, and cleaned and disposed of everything properly (food, trash, linens, tablecloths)
- Defined clear targets and objectives and communicated to other team members
- Lock up duties and key holder responsibilities
Education
BACHELORS DEGREE - FINE ARTS
McNeese State University
PRINTMAKING, Lake Charles, LASkills
- Guest Relations Management
- Verbal and Written Communication
- Group and Individual Instruction
- Medical Terminology Knowledge
- Advertising and Marketing
- Staff Management
- Classroom Management
- Course Development
Accomplishments
STUDENT ART ASSOCIATION SECRETARY & MEDIA INTERN, Lake Charles, Louisiana - McNeese State University, August 2014-May 2022
- Created content for social media and managed website interaction
- Attended meetings on campus as a member of the Board of Directors
- Embraced the role as a leader in the association
- Taking responsibility for records of organization and seeing that they are properly maintained
- Worked on the development and implementation of new social media plans in order to create a brand awareness
- Managing social media posting schedules
- Experienced in Facebook, Instagram, Canva, and Adobe Photoshop
Timeline
Manager/Server/Bartender
Grind
04.2024 - Current
Art Instructor
City of Glenwood Springs Parks & Recreation
04.2024 - Current
Server
Texas Roadhouse Restaurant
08.2023 - 04.2024
Member Relations Specialist
Matrix Medical Network
07.2022 - 08.2023
Waitr Live Support Specialist
Waitrapp
07.2020 - 04.2022
Banquet Captain
Wild Basin Lodge
06.2017 - 10.2017
Server
Sloppy's Downtown & Sloppy Taco
01.2017 - 01.2019
BACHELORS DEGREE - FINE ARTS
McNeese State University
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