Emily Nilsen
Newport News,VA
Summary
Results-driven professional with extensive experience in customer service and staff leadership. Adept at optimizing operations through effective work planning and prioritization, contributing to enhanced team performance and client satisfaction in fast-paced environments.
Overview
11
11
years of professional experience
Work History
Customer Service/Catering Manager
Chick-fil-A
09.2025 - Current
- Coordinate catering events ensuring timely delivery and adherence to quality standards.
- Count and balance cash drawers with accuracy and integrity.
- Perform safe counts and daily cash handling checklists.
- Maintain compliance with all cash control policies.
- Coordinate with the kitchen and front counter to ensure accurate and timely fulfillment.
- Communicate effectively with catering clients to confirm details and resolve any concerns.
- Provide a welcoming and attentive presence in the dining room.
- Assist guests with issues, orders, and special requests.
Independent Contractor/Courier
OnTrac
02.2021 - 08.2025
- Coordinated logistics operations to ensure timely deliveries and efficient routing of packages.
- Collaborated with dispatchers to prioritize deliveries based on urgency and customer requirements.
- Communicated effectively with customers to provide updates on delivery status and address any concerns or issues.
- Provided exceptional customer service by addressing inquiries, resolving complaints, and maintaining a professional demeanor.
- Efficiently managed time to meet tight deadlines without compromising safety or service quality standards.
Assistant Manager
Papa John's
06.2019 - 02.2021
- Assumed managerial responsibilities in the absence of the manager, overseeing all aspects of operations.
- Resolved customer complaints or concerns promptly, ensuring high levels of customer service at all times.
- Conducted regular inventory checks to maintain accurate stock levels and minimize loss.
- Supervised and trained a team of 15 employees, providing guidance and support to maximize productivity.
- Assisted in the management of daily operations, ensuring smooth and efficient workflow.
- Managed cash handling procedures, including registers and store safe, preparing deposits, and reconciling discrepancies.
Lead Sales Associate
Forever 21
05.2018 - 06.2019
- Served as the key holder, responsible for opening and closing the store, handling cash deposits, and ensuring security protocols were followed.
- Assisted in visual merchandising efforts to create an appealing store environment to drive customer engagement.
- Resolved customer complaints or concerns promptly and effectively, ensuring high levels of customer satisfaction.
- Maintained a clean and organized sales floor, ensuring products were properly displayed and easily accessible to customers.
- Provided exceptional customer service by actively engaging with customers to understand their needs and recommend appropriate products.
Server/Bartender
El Tablado Beach Club
11.2017 - 04.2018
- Provided exceptional customer service by promptly greeting and seating guests, taking accurate orders and delivering food and beverages in a timely manner.
- Managed cash transactions accurately and efficiently using POS system.
- Resolved guest complaints or concerns promptly and professionally to ensure customer satisfaction.
- Maintained inventory levels of bar supplies such as glassware, ingredients, etc., notifying management when reordering was necessary.
- Organized special events such as themed nights or live music performances to attract new customers.
Administrative Assistant
Expedite Construction
09.2017 - 04.2018
- Served as the primary point of contact for visitors/guests, greeting them professionally and ensuring their needs were met during their time at the office.
- Managed and maintained executive calendars, scheduling appointments, meetings, and travel arrangements.
- Maintained office supplies inventory by anticipating needs and placing orders in a timely manner.
- Screened phone calls and emails for executives, providing accurate information or redirecting inquiries to appropriate staff members.
- Handled sensitive information with utmost confidentiality while maintaining data integrity at all times.
Sales Associate
Forever 21
06.2015 - 07.2017
- Delivered exceptional customer service, enhancing shopping experience and fostering brand loyalty.
- Collaborated with team members to create visually appealing merchandise displays that increased foot traffic and sales.
- Provided exceptional customer service, resolving inquiries and complaints promptly to ensure customer satisfaction.
- Maintained a clean and organized work environment to enhance the shopping experience for customers.
- Effectively communicated promotions, discounts, and special offers to customers at the point of sale.
Education
High School Diploma - Clinical Psychology
Virginia Peninsula Community College
Hampton, VA05-2027
High School Diploma -
Grafton High School
Yorktown, VA06-2015
Skills
- Event planning proficiency
- Inventory management
- Catering management
- Critical thinking
- Problem-solving
- Training and onboarding
- Customer service
- Team leadership
- Reliable and responsible
- Work Planning and Prioritization
- Money handling
- Quality control
Languages
Spanish
Limited Working
Timeline
Customer Service/Catering Manager
Chick-fil-A
09.2025 - Current
Independent Contractor/Courier
OnTrac
02.2021 - 08.2025
Assistant Manager
Papa John's
06.2019 - 02.2021
Lead Sales Associate
Forever 21
05.2018 - 06.2019
Server/Bartender
El Tablado Beach Club
11.2017 - 04.2018
Administrative Assistant
Expedite Construction
09.2017 - 04.2018
Sales Associate
Forever 21
06.2015 - 07.2017
High School Diploma - Clinical Psychology
Virginia Peninsula Community College
High School Diploma -
Grafton High School