Diana Bradley-Lopez
Independence,MO
Summary
Supervisor with over 9 years of diverse experience, including a strong background in customer service, hospitality, and sales. Demonstrated ability to lead with a detail-oriented and efficient approach, ensuring high levels of customer satisfaction. Eager to leverage a pleasant, upbeat attitude and reliable transportation to drive team success and exceed organizational goals.
Overview
10
10
years of professional experience
Work History
Customer Relations Manager
HY-VEE ARENA
Kansas City, MO
05.2023 - Current
- Improved communication flow between staff and leadership by creating memo forms and distribution lists.
- Managed team's work schedules to complete customer coverage.
- Built and maintained relationships to promote rapport with customers.
- Maintained customer satisfaction with professional management of complex escalated customer concerns.
- Oversaw store operations and maintained standards during director's absence.
- Conducted regular meetings with staff to review performance goals and address any challenges or obstacles.
- Fostered positive working environment that encouraged teamwork, motivation, and strong commitment to providing excellent customer service.
- Audited phone, email, chat and other customer interactions to enforce service standards.
- Researched and identified customer support tools and tactics to improve efficiency and streamline systems.
- Managed and responded to incoming queries and support requests through various online and digital platforms.
- Maintained detailed records of customer interactions, comments, and concerns for analysis and future reference.
- Collaborated with other departments to streamline processes and improve overall customer experience.
- Observed industry patterns and trends to inform hiring and training decisions.
- Minimized information leaks with access control to sensitive systems.
Bartender
Society KC
Kansas City, MO
06.2020 - 11.2022
- I started off as a server and worked my way up to bartending staff
- As a Bartender I executed attentive customer oriented service All while taking orders in a high volume and unpredictable environment.
- Balanced efficiency with exceptional service to manage guests in high-volume environment.
- Engaged guests with friendly conversation to build bar loyalty and encourage repeat business.
- Set up and maintained appropriate stock levels for bar.
- Cleaned, organized and replenished supplies to maintain bar appearance.
- Followed alcohol awareness procedures to prevent intoxication and deal with intoxicated guests.
- Operated POS systems and managed bar tabs to track revenue.
- Exceeded customer service expectations to earn positive feedback.
- Recommended current products and limited promotions to upsell beverage orders.
- Created specialty cocktails following complex recipes.
- Used proper pour methods to reduce waste and spills.
- Used beer, wine and cocktail knowledge to make recommendations.
- Maintained thorough understanding of ingredients and preparation of menu items.
- Worked flexibly to cater to fluctuating coverage needs.
- Promoted warm, fun atmosphere for guests and team members.
- Memorized recipes for popular cocktails while also learning new trends in mixology.
- Participated in staff meetings discussing ways to improve overall bar operations.
- Managed inventory of liquor, beer, wine, and other bar-related items by conducting regular stock checks.
- Balanced cash drawers at beginning and end of shifts to ensure accuracy in financial transactions.
- Dealt with customer complaints promptly according to company policies.
- Assisted in training new bartenders on proper techniques and procedures related to job.
- Offered food pairing suggestions based on patron preferences or specific menu items served.
- Conducted routine cleaning tasks such as mopping floors, washing dishes, or wiping down counters throughout shifts.
- Assisted fellow team members during high-volume periods by providing support where needed.
- Maintained clean and organized bar area, ensuring customer satisfaction.
- Collaborated with waitstaff to efficiently serve large groups during busy times or special events.
- Oversaw bar operations, ordering supplies, setting schedules, and monitoring staff service.
- Backed up servers by preparing cocktails for dining area guests.
- Kept customer numbers high by creating fun atmosphere.
Information Technology Specialist
Hendrick Lexus
Shawnee, KS
01.2015 - 02.2018
- I was promoted from receptionist to Technology Specialist within my first month of employment
- I learned every Lexus model and educated customers on all the features available
- I provided excellent customer service by phone, assisted clients with their purchase applications along with accurately filing and appointment scheduling.
- Established best practices for maintaining optimal system security and data integrity.
- Verified results against specifications and helped correct discrepancies.
- Managed multiple projects simultaneously while adhering to strict deadlines and quality standards.
- Analyzed and troubleshot technical issues affecting different devices, equipment, or systems.
- Performed routine maintenance tasks such as updates, backups, and equipment monitoring.
- Created detailed documentation for various technical projects and procedures.
- Troubleshot hardware, software, and network issues to ensure smooth operations.
- Researched industry and recommended optimal actions for compliance, technical advancement, or other needs.
- Wrote and improved standard operating procedures for technical areas.
- Participated in technology-related conferences and workshops to stay current on industry advancements.
- Participated in ongoing professional development opportunities related to technology advancements.
- Helped team members resolve technical problems by offering expert advice.
Education
High School Diploma -
Raytown Sr. High School
Raytown, MO05-2015
Skills
- High level of Customer Service
- Pleasant, Upbeat Attitude
- Hospitality Skills
- Detail Oriented
- Reliable Transportation
- Timely & Efficient
- Handling Escalations
- Project Management
- Call Monitoring
- Schedule Coordination
- Call Center Operations
- Technical Support
- Information Security
- Quality Assurance
- Training and mentoring
- Cash Handling
- Customer Retention
- Decision Making
- Product Knowledge
- Data Analysis
- Feedback Collection
- Account Authorizations
- Conflict Resolution
- Industry Trends
- Active Listening
- Interpersonal Skills
- CRM Software
- Customer Relations
- New Hire Training
- Social Media Monitoring
- Effective Communication
- Problem-Solving
- Process Improvement
- Work Prioritization
- MS Office
- Multitasking
- Loss Prevention
Affiliations
- participated in sports captain of a softball team
- engaged in painting
- preforming arts
Languages
English
Native/ Bilingual
Spanish
Professional
Timeline
Customer Relations Manager
HY-VEE ARENA
05.2023 - Current
Bartender
Society KC
06.2020 - 11.2022
Information Technology Specialist
Hendrick Lexus
01.2015 - 02.2018
High School Diploma -
Raytown Sr. High School