Dylan Walker

• Served as the primary liaison between restaurant locations and guests, facilitating clear communication and resolving customer concerns while ensuring a positive brand experience.
• Managed a high-volume workload of approximately 100 customer support tickets daily through Zendesk, consistently maintaining a 24-hour turnaround time while meeting quality and service expectations.
• Acted as the lead point of contact for complex customer escalations involving food safety concerns, negative guest experiences, and discrimination complaints, conducting thorough investigations and coordinating with store leadership to achieve timely, appropriate resolutions.
• Exercised sound judgment and professionalism when handling sensitive situations, balancing customer advocacy with company policies and operational standards.
• Investigated and resolved complex customer issues by collaborating with store leadership and cross-functional teams to deliver effective, customer-focused solutions.
• Monitored and responded to customer reviews across multiple digital platforms, including DoorDash, Uber Eats, Google, and Yelp, protecting brand reputation and strengthening customer trust.
• Demonstrated exceptional written communication skills by crafting professional, empathetic, and solution-oriented responses tailored to each customer interaction.
• Identified recurring customer concerns and shared trends with leadership, contributing to continuous process improvements and enhancements to the overall guest experience.
• Prioritized competing priorities and managed multiple communication channels while maintaining accuracy, efficiency, and attention to detail in a fast-paced environment.
• Built strong relationships with guests, restaurant leadership, and internal stakeholders through effective communication, conflict resolution, and collaborative problem-solving.
• Maintained confidential customer information and documented case details thoroughly in Zendesk to ensure accurate records, compliance, and seamless follow-up.
• Consistently supported organizational goals by delivering responsive, customer-centric solutions while demonstrating leadership, accountability, and a commitment to operational excellence.

• Educated patients on procedures, expectations, and care processes to enhance understanding and compliance.
• Collaborated with multidisciplinary teams to streamline patient flow and improve care outcomes.
• Communicated effectively with patients from diverse backgrounds.
• Documented patient information accurately to ensure safety and quality of care.

• Educated clinicians on job requirements, credentialing needs, and compliance standards to ensure regulatory compliance.
• Developed communication materials and outreach messages to enhance clinician engagement.
• Streamlined onboarding processes by improving clarity of instructions and documentation.
• Streamlined onboarding processes by clarifying instructions and documentation to facilitate smoother transitions for new hires.

• Coordinated communication among clinicians, facilities, and internal teams to ensure alignment and clarity.
• Prepared and organized documentation, schedules, and compliance materials to support operational efficiency.
• Assisted with process-improvement initiatives, contributing to enhanced workflow efficiency.

• Educated patients on insurance benefits, enhancing their understanding and engagement.
• Developed and updated digital materials to clarify insurance processes for patients.
• Facilitated high-volume patient inquiries through effective call management.
• Enhanced collaborations with insurance carriers to improve service delivery.

• Communicated complex claim details to claimants clearly, enhancing understanding and satisfaction.
• Developed verification technique that streamlined workflow processes, reducing handling time.
• Engaged with potential clients through high-volume calling, enhancing communication efficiency.
• Supported team members in navigating complex cases, fostering collaboration and knowledge sharing.

Graduated 12/2015

• Study Abroad Scholarship Recipient (2013)
• Study Abroad: Rio De Janeiro, Brazil/ El Dorado, Argentina (2013)