Summary
Overview
Work History
Education
Skills
Volunteer Work
Timeline
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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, VA
05.2023

Bachelor of Science - Sports Management

Liberty University
Lynchburg, VA
05.2019

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
Dylan Downs