Emily MacKenzie
Tulsa,OK
Summary
Professional in hospitality with thorough preparation for providing exceptional service. Skilled in customer engagement, multitasking, and maintaining clean and organized workspace. Strong focus on team collaboration and achieving results, ensuring adaptability with changing needs. Known for reliability, friendly demeanor, and ability to create welcoming environment.
Overview
17
17
years of professional experience
Work History
Cocktail Server
Hard Rock Hotel & Casino
Catoosa, OK
09.2025 - Current
- Provided exceptional customer service in fast-paced casino environment.
- Achieved high client satisfaction by providing exceptional service.
- Trained new servers on drink menu items, service techniques, and operational protocols.
- Developed strong relationships with repeat customers, fostering loyalty and enhancing casino reputation.
- Served beverages promptly with focused attention to customer needs.
- Delivered ongoing refresher courses to maintain employee proficiency in product knowledge and customer service skills.
- Improved response time by effectively coordinating with law enforcement, emergency services, and other security personnel during incidents.
General Manager
Outback Steakhouse
02.2025 - Current
- Hiring, training, and supervising restaurant staff, including scheduling, performance management, and resolving employee issues.
- Ensuring high levels of customer satisfaction, handling complaints, and building customer loyalty.
- Managing budgets, controlling costs, monitoring revenue, and analyzing financial reports.
- Overseeing inventory levels, ordering supplies, and managing food costs.
- Ensuring compliance with health and safety regulations, as well as company policies.
- Facilitating communication between FOH and BOH staff, as well as with corporate offices or ownership.
Senior Mortgage Loan Officer
USAA
10.2019 - 01.2025
- Educated valued customers about mortgage processes and documentation, including first-time homebuyers.
- Tracked daily loan progress, proactively addressing potential issues impacting close date.
- Maintained high level of customer satisfaction by providing prompt and accurate loan status updates.
- Conducted pre-qualification assessments for potential borrowers to determine eligibility for various loan programs.
Guest Relations Supervisor
Buca di Beppo
05.2009 - 09.2019
- Supervised efforts of team within 225 guest capacity restaurant, ensuring quality servicing of guests.
- Coordinated team members with a focus on productivity, efficiency, and enhancing the customer experience.
- Enhanced guest satisfaction by promptly addressing concerns and providing personalized solutions.
- Handled escalated complaints professionally while maintaining a calm demeanor under pressure.
- Supervised daily operations, ensuring staff adherence to best practices and service standards.
Head Bank Teller and Banker
Fifth Third Bank
03.2011 - 06.2014
- Educated valued customers about mortgage processes and documentation, including first-time homebuyers.
- Tracked daily loan progress, proactively addressing potential issues impacting close date.
- Maintained high level of customer satisfaction by providing prompt and accurate loan status updates.
- Conducted pre-qualification assessments for potential borrowers to determine eligibility for various loan programs.
Education
Associates - Accounting
Hillsborough Community College
01-2023
HS Diploma -
Lakewood High School
St. Petersburg, FL01-2003
Skills
- Communication and interpersonal skills
- Exceptional customer service
- Dedicated and results driven
- Cash handling
- Alcohol awareness
Timeline
Cocktail Server
Hard Rock Hotel & Casino
09.2025 - Current
General Manager
Outback Steakhouse
02.2025 - Current
Senior Mortgage Loan Officer
USAA
10.2019 - 01.2025
Head Bank Teller and Banker
Fifth Third Bank
03.2011 - 06.2014
Guest Relations Supervisor
Buca di Beppo
05.2009 - 09.2019
Associates - Accounting
Hillsborough Community College
HS Diploma -
Lakewood High School