Diana Nichols
Billings,MT
Summary
Dynamic Assistant Manager at Tippy Cow Express with proven leadership and employee training skills. Enhanced customer satisfaction through effective conflict resolution and streamlined inventory management. Recognized for implementing training programs that improved team performance and operational efficiency. Adept at fostering a collaborative environment while achieving service goals and maintaining high standards. Detail-oriented Assistant Manager offers more than extensive progressive record of accomplishment in leadership roles. Establishes clear guidelines and enforces consistent policies to keep staff satisfied and on-target to achieve important objectives. Excellent relationship-building, multitasking, and decision-making skills.
Overview
26
26
years of professional experience
Work History
Assistant Manager
Tippy Cow Express
Billings, Montana
11.2023 - Current
- Assisted in daily operations and team management to ensure smooth workflow.
- Trained new employees on food safety and customer service protocols.
- Scheduled staff shifts and ensured adequate coverage for peak service times.
- Resolved customer complaints effectively to maintain satisfaction levels.
- Implemented training programs to enhance employee skills and performance efficiency.
- Maintained inventory of supplies, equipment, and food items needed for daily operations.
- Monitored food storage, handling, preparation and delivery to maintain health and safety standards.
- Ensured compliance with health and safety regulations in all areas of the kitchen.
- Trained workers in food preparation, money handling, and cleaning roles to facilitate restaurant operations.
- Scheduled staff shifts, monitored attendance, and managed payroll records.
- Performed regular inspections of kitchen equipment and storage areas for cleanliness and functionality.
- Ordered necessary supplies from approved vendors to maintain adequate stock levels.
- Oversaw work and guest areas to provide clean, tidy, and properly sanitized facilities according to established guidelines.
- Investigated complaints regarding food quality or customer service issues promptly and effectively resolved them.
- Monitored portion sizes and plate presentation to ensure consistency across all dishes served.
- Supervised and coordinated activities of food service personnel to ensure efficient operation of the restaurant.
- Provided direction to staff on proper preparation techniques for menu items.
- Performed continuous evaluations of employee performance and service levels.
- Purchased food and supplies according to department needs.
- Delivered food prep training so that employees could effectively feed staff personnel.
- Collaborated with server trainees to promptly resolve potential customer concerns.
- Executed hands-on preventive maintenance and repairs to keep equipment functional.
- Worked closely with management team to develop promotional campaigns or other marketing efforts aimed at increasing sales volumes.
- Ensured compliance with applicable local laws regarding alcohol sales, sanitation, hygiene.
- Performed frequent checks to maintain consistently high quality of food preparation and service.
- Reviewed daily task list with employees and assigned tasks for completion.
- Responded to customer concerns efficiently, accurately and with detailed information.
- Managed inventory and rotated food products in storage to avoid spoilage and waste.
- Reduced food waste by overseeing and planning ingredients, anticipated customers, and popularity of items.
- Scanned kitchen and service areas for items that needed to be cleaned or replenished and directed staff to complete tasks.
- Served customers by phone to take orders and answer product or service questions.
- Priced and ordered food products, kitchen equipment, and food service supplies.
- Adhered to company food, safety, quality and sanitation policies.
- Managed inventory levels, ordering supplies as needed to maintain stock.
- Maintained compliance with health and safety regulations, ensuring a clean and safe dining environment.
- Trained new employees on restaurant policies, procedures, and customer service standards.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Promoted safe working conditions by monitoring safety procedures and equipment.
- Oversaw food preparation, production and presentation according to quality standards.
- Prepared workstations with ingredients and tools to increase efficiency.
Care Provider
Care Provider
Billings, MT
08.2016 - Current
- Provided compassionate care to clients with diverse needs and backgrounds.
- Assisted clients with daily living activities and personal hygiene routines.
- Coordinated healthcare services and appointments for client well-being.
- Maintained accurate records of client health and care plans.
- Assisted with daily living activities, such as bathing, dressing, grooming, toileting, and meal preparation.
- Made beds, swept floors, and sanitized surfaces to support activities of daily living.
- Transported clients to medical appointments or other errands as needed.
- Prepared healthy meals for to meet unique nutrition needs.
- Participated in recreational activities with clients including reading, playing games, going for walks or attending social events.
- Provided assistance with mobility issues by helping patients walk or transfer from one position to another safely.
- Responded appropriately to emergency situations involving clients while adhering to safety regulations.
- Developed trusting relationships with clients through active listening skills and compassionate understanding of individual needs.
- Administered medications according to instructions from the client's physician.
- Assisted patients with daily personal hygiene.
- Provided personal care and companionship to elderly clients in their homes.
- Maintained daily living standards by assisting clients with personal hygiene needs.
- Engaged in conversation with clients to provide emotional support and mental stimulation.
- Worked collaboratively with other members of the healthcare team involved in the care of each patient.
- Arrange medication and reminded patients to take each according to correct schedule.
- Coordinated doctor appointments, exercise, recreation, and family visits to maintain schedule.
- Followed prescribed care plans created by health professionals when providing services to each client.
- Researched community resources available for elderly individuals needing additional assistance.
- Helped patients during ROM exercises to maintain musculoskeletal functions and increase strength.
- Modified settings to adjust for dynamic mental and physical requirements.
- Supported total well-being by planning social and physical activities.
- Created safe and positive living situations for clients by communicating with family and other staff about concerns or challenges.
- Contacted medical providers on behalf of clients to follow up on appointments.
- Organized oral medications for clients following dosage and schedule requirements.
Retention/Sales
Spectrum
Billings, MT
02.2021 - 10.2023
- Completed day-to-day duties accurately and efficiently.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Identified needs of customers promptly and efficiently.
- Assisted with customer requests and answered questions to improve satisfaction.
- Worked with cross-functional teams to achieve goals.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Maintained updated knowledge through continuing education and advanced training.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
- Utilized various software and tools to streamline processes and optimize performance.
- Achieved cost-savings by developing functional solutions to problems.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
Janitorial Manager
VIP Services Inc.
Billings, MT
08.2006 - 08.2016
- Developed cleaning schedules to ensure thorough coverage of all areas.
- Trained new employees on proper cleaning techniques and safety protocols.
- Supervised janitorial staff to maintain cleanliness and safety standards across facilities.
- Managed inventory of cleaning supplies and equipment for efficient operations.
- Conducted regular inspections to uphold quality control in janitorial services.
- Coordinated with management to address maintenance and facility needs promptly.
- Implemented best practices to enhance overall efficiency of janitorial processes.
- Fostered a positive work environment by promoting teamwork among staff members.
- Trained staff to follow team standards and use efficient techniques.
- Kept team safe by verifying proper use of safety equipment and techniques, and correcting missteps.
- Checked quality of work regularly through inspections and official assessments.
- Assisted in the recruitment process by interviewing potential candidates for open positions.
- Managed team supplies to maintain budgets and meet work demands.
- Achieved adequate coverage for jobs by setting effective schedules and assigning tasks to each worker.
- Maintained equipment with focus on preventive and predictive methods to keep costs low and avoid breakdowns.
- Addressed employee concerns or grievances in a timely manner according to company policy guidelines.
- Created detailed reports summarizing productivity metrics for each department serviced by the janitorial staff.
- Implemented cost-saving measures whenever possible without compromising the quality of services offered.
- Developed and implemented janitorial policies and procedures.
- Monitored supply levels and placed orders as necessary for replenishment of cleaning materials.
- Resolved customer complaints regarding cleanliness or maintenance issues promptly and professionally.
- Supervised a team of custodians to ensure tasks were completed efficiently and effectively.
- Communicated regularly with management concerning progress updates on projects or any other matters that require attention.
- Assessed areas requiring additional attention or specialized service needs such as carpet shampooing or window washing.
- Investigated accidents involving custodial staff members to identify root causes and take corrective action when needed.
- Resolved conflicts between staff members in a timely manner while maintaining a professional attitude.
- Maintained records of inventory usage, budgeting activities, personnel evaluations, and other related documents.
- Conducted regular inspections of janitorial staff performance, ensuring quality standards are met.
- Trained new employees in safety protocols, sanitization techniques, and standard operating procedures.
- Ensured compliance with applicable laws, regulations, safety standards, health codes.
- Provided guidance to employees on proper use of cleaning supplies, chemicals, and equipment.
- Monitored inventory levels of cleaning supplies and ordered additional items as needed.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Delegated work to staff, setting priorities and goals.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Reviewed completed work to verify consistency, quality, and conformance.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Assigned work and monitored performance of project personnel.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Proposed or approved modifications to project plans.
- Implemented quality control measures to uphold company standards.
Customer Service
Horizon Answering Services
Billings, MT
04.2006 - 08.2006
- Managed high call volumes while providing excellent customer service.
- Operated multi-line phone systems to direct calls efficiently.
- Documented messages accurately for timely delivery to clients.
- Assisted clients with inquiries, ensuring clear communication and understanding.
- Maintained call logs for reference and follow-up actions.
- Collaborated with team members to improve workflow processes.
- Resolved customer issues promptly, enhancing overall satisfaction levels.
- Maintained a professional attitude while handling difficult situations.
- Maintained excellent customer satisfaction through polite, calm demeanor.
- Fielded incoming calls, answered questions and transferred calls internally.
- Answered incoming calls promptly and courteously.
- Transferred calls to voicemail if appropriate personnel was unavailable.
- Performed data entry of customer information into the computer system.
- Provided accurate information regarding services offered.
- Ensured all company policies were followed during calls.
- Entered notes into the database for each call received.
- Maintained call logs, records and other documents related to answering service operations.
- Handled incoming and outgoing calls according to standard operating procedures.
- Utilized paging technology within organization to connect quickly with key people.
- Took messages from callers and accurately relayed details to intended staff.
Customer Service Rep
Qwest Communications
Helena, MT
07.2003 - 04.2006
- Assisted customers with inquiries regarding products and services.
- Resolved customer issues through effective communication and problem-solving techniques.
- Collaborated with team members to enhance service quality and efficiency.
- Educated customers on features and benefits of various telecommunications services.
- Utilized CRM software to track customer requests and follow-up actions.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- Developed strong relationships with customers by providing personalized assistance and support.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Developed positive relationships with customers through friendly interactions.
- Identified opportunities for upselling additional products or services based on customer needs.
- Conducted regular follow-up calls with customers after resolving their issues.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Collected deposits or payments and arranged for billing.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Updated databases with new and modified customer data.
- Strengthened customer retention by offering discount options.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Surpassed sales goals through implementation of successful marketing strategies.
CSR Tech
Gateway Country Store
Billings, MT
01.2000 - 06.2003
- Completed day-to-day duties accurately and efficiently.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Identified needs of customers promptly and efficiently.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Assisted with customer requests and answered questions to improve satisfaction.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Worked with cross-functional teams to achieve goals.
- Maintained updated knowledge through continuing education and advanced training.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Recognized by management for providing exceptional customer service.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Updated and maintained databases with current information.
Education
High School Diploma -
Kelly Walsh High School
Casper, WYSome College (No Degree) - Psychology, IT, Entrepreneur
University of Wyoming
Laramie, WYSkills
- High organizational skills
- Interpersonal skills
- Good written communication skills
- Good oral communication skills
- Ability to include quantifiable details
- Ability to mirror the language from the job description
- Employee training
- Inventory management
- Customer service
- Team management
- Staff scheduling
- Conflict resolution
- Time management
- Detail orientation
- Problem solving
- Effective communication
- Leadership
- Product and service sales
- Coaching and mentoring
- Employee scheduling
- Problem-solving
- Microsoft office expertise
- Customer relations
- Rewards program oversight
- Verbal and written communication
- Goal setting
- Staff supervision
- Budget assistance
- Money handling
- Policy enforcement
- Customer service and satisfaction
- Retail operations
- Financial management
- Customer relationship management (CRM)
- Team leadership
- Task delegation
Professional Achievements
Demonstrated ability to build client loyalty and satisfaction by fostering connections, offering solutions, and providing superior customer service, Coordinated the customer retention process with an emphasis on decreasing turnover and improving client lifetime value., Sound abilities in office equipment use including telephone computer and fax machine, Retained consumer memberships through utilization of sales tools and techniques., Product knowledge and customer account management, Managed the daily operations of business, Supervised up to 20-50 staff members during prime business hours, Created and managed employee schedules
Timeline
Assistant Manager
Tippy Cow Express
11.2023 - Current
Retention/Sales
Spectrum
02.2021 - 10.2023
Care Provider
Care Provider
08.2016 - Current
Janitorial Manager
VIP Services Inc.
08.2006 - 08.2016
Customer Service
Horizon Answering Services
04.2006 - 08.2006
Customer Service Rep
Qwest Communications
07.2003 - 04.2006
CSR Tech
Gateway Country Store
01.2000 - 06.2003
High School Diploma -
Kelly Walsh High School
Some College (No Degree) - Psychology, IT, Entrepreneur
University of Wyoming