Israel Serrano
El Paso,TX
Summary
Dynamic Team Lead Manager at TopGolf with a proven track record in enhancing customer satisfaction and team productivity. Skilled in workload management and stakeholder engagement, I empower employees through effective coaching and strategic planning, ensuring compliance and operational excellence. Recognized for resolving complex issues and fostering strong relationships across departments.
Team management professional with strong focus on team collaboration and achieving results. Skilled in strategic planning, conflict resolution, and performance improvement. Known for reliability and adaptability in dynamic environments. Valued for excellent communication skills and ability to motivate and lead teams toward common goals.
Overview
10
10
years of professional experience
Work History
Team Leader Manager
TopGolf
01.2018 - Current
- Resolved customer service issues by finding immediate solutions, increasing customer confidence, and decreasing escalations to executive office.
- Enhanced team productivity by implementing efficient workflow processes and setting clear performance expectations.
- Led employee relations through effective communication, coaching, training, and development.
- Collaborated with senior hospitality management on strategic planning efforts, aligning departmental objectives with overall company vision.
- Stayed calm, collected and logical during stressful moments to identify and implement optimal solutions.
- Ensured compliance with industry-specific regulations by implementing appropriate policies and procedures for the team''s operations.
- Empowered employees to take ownership of their roles by delegating tasks appropriately, resulting in heightened job satisfaction.
- Developed strong relationships with cross-functional departments to support successful project execution.
Law Office Intern
Law Offices of Sara Priddy
04.2025 - 06.2025
- Supported the office with administrative tasks, including client intake and scheduling appointments, ensuring smooth day-to-day operations.
- Conducted factual investigations through interviews and document collection, strengthening case evidence.
- Evaluated potential new clients through initial consultations, providing valuable assistance to attorneys in deciding whether or not to accept representation.
- Demonstrated flexibility in adapting to various legal practice areas, as needed, by working on cases involving diverse subject matters and clientele.
- Provided exceptional customer service to clients by addressing their concerns promptly and professionally.
- Improved communication skills through consistent correspondence with clients via phone calls, emails, or letters regarding updates on their cases or inquiries about legal proceedings.
Customer Service Representative
Edfinancial Services
12.2024 - 06.2025
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Ensured compliance with state, federal, and institutional regulations governing the distribution of financial aid by maintaining up-to-date knowledge of all relevant policies and procedures.
- Evaluated student appeals for additional funding or adjustments to existing awards based on extenuating circumstances or special needs.
- Provided financial aid counseling to enrolled and prospective students.
- Educated students on various federal, state, and institutional grant programs, helping them make informed choices about financing their education.
- Provided exceptional customer service to students, parents, faculty, and staff seeking assistance with financial aid matters.
- Managed the disbursement of student loans, grants, and scholarships, ensuring timely payment of tuition and fees.
Restaurant Supervisor
Bricktown Brewery
02.2016 - 02.2018
- Handled guest complaints professionally, resolving issues to enhance overall satisfaction levels.
- Improved customer satisfaction by ensuring consistent quality of food and service.
- Coordinated team members with focus on productivity, efficiency and enhancing customer experience.
- Supervised staff to confirm that all food and beverage orders were promptly and accurately prepared.
- Supervised daily cash handling procedures, ensuring accurate accounting records and minimizing discrepancies.
- Monitored health and safety standards to maintain a clean, safe working environment.
- Boosted customer satisfaction and service delivery to strengthen customer loyalty.
- Coordinated with kitchen employees and front of house personnel to consistently drive smooth operations.
- Identified and addressed customer complaints to promote satisfaction and loyalty.
- Managed inventory control, reducing waste and optimizing resources allocation.
- Monitored staff performance, enforcing adherence to policies, procedures, regulations, health codes, license requirements and top service standards.
- Directed both FOH and BOH employees through daily tasks and monitored performance throughout day.
- Maintained accurate records of sales, labor and other costs.
- Maintained compliance with state and local regulations pertaining to food safety and sanitation practices.
Education
Bachelor of Arts - Organizational And Corporate Communication
The University of Texas At El Paso
El Paso, TX12-2021
High School Diploma -
Irvin High School
El Paso, TX06-2011
Master of Science - Organizational Leadership
Southern New Hampshire University
Manchester, NH12-2027
Skills
- Customer focus
- Workload management
- Motivational skills
- Influencing skills
- Stakeholder management
Languages
Spanish
Professional Working
Timeline
Law Office Intern
Law Offices of Sara Priddy
04.2025 - 06.2025
Customer Service Representative
Edfinancial Services
12.2024 - 06.2025
Team Leader Manager
TopGolf
01.2018 - Current
Restaurant Supervisor
Bricktown Brewery
02.2016 - 02.2018
Bachelor of Arts - Organizational And Corporate Communication
The University of Texas At El Paso
High School Diploma -
Irvin High School
Master of Science - Organizational Leadership
Southern New Hampshire University
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