Darrian Tillman

• Maintained a 6.7% P&L and held labor costs at 30.7% through Q3 and Q4 of 2025, with performance currently on track for Q1 2026.
• Ensured strict adherence to health and sanitation regulations as a ServSafe certified leader, consistently achieving Steritech scores of 2 or below and health inspection scores of 97+.
• Managed daily restaurant operations, including opening and closing procedures, and performed all duties of the General Manager in their absence.
• Monitored P&L statements and controlled inventory to manage food and labor costs, directly contributing to the achievement of company profitability goals.
• Reduced operational risks while organizing data to forecast performance trends.
• Implemented innovative programs to increase employee loyalty and reduce turnover.
• Upheld high-quality standards by empowering team members to provide "WOW" guest service and effectively communicating with all guests.
• Mentored staff in customer service best practices, improving team performance and satisfaction.
• Developed training materials for new hires, fostering a culture of continuous learning.
• Analyzed sales data to drive strategic decision-making and optimize product offerings.

• Resolved basic issues related to our solutions efficiently and with a friendly approach.

• Collaborated with cross-functional teams in an objective, solution-focused way, prioritizing clear communication, effective troubleshooting, and customer-centric, sustainable outcomes.

• Created and published instructional content to enhance self-service resources for clients.

• Maintain detailed notes, document activities, and manage cases in a clear and actionable manner for yourself, your teammates, and clients in alignment with established procedures.

• Maintained knowledge of akoyaGO products, platform enhancements, releases, and functionality changes.

• Ensured timely client follow-up on open cases and expedite the resolution of reported cases, meeting customer expectations.

• Acted as a client-facing point of contact for all service-related needs. This included virtual meetings, in-person events, phone calls, and email communications.

• Supported clients with empathy and clarity, serving as a primary point of contact to address concerns, de-escalate issues, and maintain positive relationships.

• Proactively identified opportunities to reduce recurring issues by submitting detailed Product Suggestions, Documentation Requests, and contributing to training initiatives such as webinars, on-site trainings, and user conferences.

• Escalated complex issues to the Manager of Support Services, or Account Management Team when necessary, ensuring clients receive prompt and effective assistance.

• Provided information to clients on the distinction between support and billable new work and facilitate a smooth transition to Tier II and/or Tier III representatives teams as appropriate. When completing billable new work, responsibilities include creating estimates, obtaining client approval, executing the work, and creating timely and accurate time entries for invoicing purposes.

• Provided inbound customer support using a call flow guide
• Helped customers complete purchases and provide post order support
• Persuaded customers to purchase additional products and/or services
• Used product knowledge, to build client relationships, and find new ways to retain customers
• Tracked, documented, and retrieved information in databases
• Maintained broad knowledge of client products and/or services, such as: smartphones, tablets, computers, and wearables
• Offered additional products and/or services
• Delivered expert customer experiences with a smile.