Dylan Downs
Buford,GA
Summary
Diligent customer service professional successful at satisfying different types of customers with creative and knowledgeable solutions. Leads teams of customer service-focused professionals to improve customer ratings, reduce complaints and increase business.
Overview
5
5
years of professional experience
Work History
Director
Chick-fil-A
Lilburn, GA
01.2022 - Current
- Worked closely with organizational leadership and board of directors to strategically affect operational direction.
- Monitored office workflow and administrative processes to keep operations running smoothly.
- Delegated assignments based on plans, project needs and knowledge of individual team members.
- Collaborated with management and fellow supervisors to organize operations and achieve demanding schedule targets. Achieving number one store in Gwinnett county and number seven store in Georgia to date.
- Resolved challenging customer complaints to full satisfaction by promoting brand loyalty and maximizing repeat business.
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
Liberty Men’s Golf Assistant
Liberty University
Lynchburg, VA
01.2021 - 11.2021
- Devise strategies and roadmaps to support University vision and value to program.
- Increase follower engagement through social media.
- Create and facilitate Instagram content to retain followers and attract new followers.
- Develop lists of qualified recruits for classes of 2023, 2024, and 2025
- Track top 200 Golfers for classes of 2023, 2024, and 2025 and pushed for feedback on qualifications, schedules, statistics and other variables.
- Maintain filing system of current, prospective and future roster positions.
- Reached out to qualified referral candidates through NCAA compliance regulations.
- Responsible for inventory management of Liberty Men's Golf attire and Equipment.
- Used coordination and planning skills to achieve results according to schedule
Operations Assistant LaHaye Ice Center
Liberty University
Lynchburg, VA
08.2017 - 05.2020
- Responsible for facility opening and closing duties
- Maintained ice maintenance and equipment upkeep
- Responsible for game day operations for assigned sports, which includes being manager on duty for those sports.
- Assisted with Club Sports special projects with events set-up and breakdown
- Served as event manager for various Club Sports events
- Gathered, organized and modeled data to assist management in making key decisions.
- Solved problems timely and effectively, ensuring customer satisfaction.
- Responsible for facilitating protocol/visitor guide to officials and visiting teams for assigned home events.
- Served as liaison for Liberty hockey events
Operations Graduate Assistant Club Sports
Liberty University
Lynchburg, VA
08.2018 - 01.2019
- Manager of game day staff for assigned events.
- Effectively hired, trained, scheduled and managed part-time staff
- Responsible for planning, logistics and execution of LaHaye Ice Center game day operations
- Accurately imputed door access for Club Sports facilities
- Responsible for facilitating protocol/visitor guide to officials and visiting teams
- Enforced regulatory and company policy compliance to improve workplace and employee safety and readiness.
- Utilized 25Live and SupitUp regularly to complete job tasks, developing advanced proficiency.
- Coordination of student workers and part-time staff to carry out daily, weekly, monthly, and yearly maintenance at assigned facilities.
- Assisting in supervisor and scheduling of student works and part-time staff of approximately 25 individuals.
- Served as liaison for Liberty hockey events
Education
Master of Science - Interdisciplinary Studies
Liberty University
Lynchburg, VA05.2023
Bachelor of Science - Sports Management
Liberty University
Lynchburg, VA05.2019
Skills
- Microsoft Office Suites (Word, Excel, Outlook, Powerpoint, Access)
- 25 Live
- SubitUp
- Data management
- ARMS
- ServSafe Certified
- First Aid & CPR Certified
- Training & Development
- Equipment Repair
- All Sport 5000 Series Scoreboard
- Olympia ice resurfacer
- Game Management
- Staff Training/Development
- Inventory Management
- Employee Scheduling
Volunteer Work
Learn to Play Hockey Lead / Instructor – Lynchburg Youth Hockey Association
- Responsible for scheduling Liberty hockey players for on-ice help.
- Effectively and efficiently fitted players with gear.
- Responsible for running various drills during ice slot.
- Thoroughly organized learn to play storage unit & effectively took equipment inventory.
Hockey Ministries International – Pittsburgh
- Hockey instructor with Hockey Ministries International at the Pittsburgh Christian Hockey Camp.
- Introduced games and drills, which helped students to better develop skill levels.
Liberty Women's D2 Hockey Team
- Filmed all home games in the 2016 / 2017 season.
Timeline
Director
Chick-fil-A
01.2022 - Current
Liberty Men’s Golf Assistant
Liberty University
01.2021 - 11.2021
Operations Graduate Assistant Club Sports
Liberty University
08.2018 - 01.2019
Operations Assistant LaHaye Ice Center
Liberty University
08.2017 - 05.2020
Master of Science - Interdisciplinary Studies
Liberty University
Bachelor of Science - Sports Management
Liberty University