Evdokia Bayly

Universal Agent Advisor – Evolve Vacation Rentals

• Enhanced customer satisfaction by promptly addressing inquiries and providing timely, accurate resolutions.
• Managed approximately 30 incoming calls, emails and faxes per day from customers, email, and live chat, prioritizing tasks to meet service level agreements.
• Handled escalated calls, navigating complex issues with professionalism, empathy, and adherence to company policy.
• Delivered exceptional customer service by leveraging deep knowledge of policies, procedures, products, and services.
• Increased first-contact resolution rates through effective problem-solving, active listening, and solution-oriented communication.
• Adapted quickly to new technologies and workflows, ensuring streamlined operations and consistent service quality.
• Maintained meticulous records of customer communications in CRM systems for tracking and analysis.
• Provided mentorship to new hires, sharing best practices to improve overall team performance and cohesion.
• Collaborated cross-functionally to resolve issues, support sales opportunities, and enhance service processes.
• Contributed to continuous improvement initiatives by identifying service gaps and presenting actionable recommendations.

• Mastered every operational position in the restaurant, enabling flexibility to float between roles and provide coverage during peak hours.
• Promoted to Team Lead, responsible for training, mentoring, and supporting staff across kitchen, front-of-house, and service areas.
• Delivered live customer interaction and hospitality while preparing and serving fresh steaks, briskets, and other grilled items to order.
• Maintained strict adherence to food safety and sanitation standards, including daily inspections of refrigeration and storage areas.
• Managed inventory, rotated stock, and implemented waste-reduction strategies to control costs and ensure quality.
• Demonstrated exceptional multitasking by overseeing multiple cooking stations while maintaining quality control and timely service.
• Planned and developed menu specials using creativity to adapt to ingredient availability and last-minute shortages.
• Supported restaurant efficiency by streamlining food prep and cooking processes, improving speed during peak hours.
• Coordinated closely with front-of-house staff for seamless service and optimal guest satisfaction.
• Handled payments and assisted customers directly, resolving concerns with professionalism and care.
• Maintained a clean, organized workspace in compliance with health department and corporate standards.
• Trained new hires in safe food handling, station setup, and company policies, fostering a positive and productive team environment.
• Assisted with scheduling to ensure adequate coverage while managing labor costs.
• Contributed to consistently high customer satisfaction ratings through quality meals, timely service, and friendly interaction.