Summary
Overview
Work History
Education
Skills
Timeline
Generic

Ki' Yanna Lynard

Killeen,TX

Summary

Service management professional, recognized for commitment to high standards and delivering impactful results. Adept at overseeing service operations, improving customer satisfaction, and leading teams to achieve goals. Known for flexibility and reliability in dynamic environments. Key skills include conflict resolution, team leadership, and operational efficiency.


Diligent Customer Service Representative with extensive experience in managing customer service teams and enhancing service processes. Successfully implemented streamlined procedures that improved customer satisfaction and operational efficiency. Demonstrated expertise in conflict resolution and team leadership.

Overview

6
6
years of professional experience

Work History

Assistant Service Manager

Texas Roadhouse
07.2023 - Current
  • Met with customers to discuss service needs and develop effective and practical solutions.
  • Met with customers to discuss service needs and offer available solutions.
  • Improved customer satisfaction by addressing and resolving service-related concerns promptly and professionally.
  • Managed a team of technicians to ensure timely completion of maintenance tasks and high-quality workmanship.
  • Coordinated schedules and assigned work orders to maximize productivity within the service department.
  • Enhanced team efficiency by implementing streamlined procedures for daily operations.
  • Developed strong relationships with customers, resulting in repeat business and increased loyalty.
  • Established a positive working environment through fostering teamwork, providing support during challenging situations, and celebrating individual achievements.
  • Provided exceptional customer service through clear communication, addressing concerns, and offering appropriate solutions.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.

Administrator

Texas Roadhouse
05.2022 - Current
  • Screened and transferred incoming calls, took down messages and transmitted information and documents to internal personnel.
  • Computerized office activities, maintained customer communications and tracked records through delivery.
  • Entered and maintained departmental records in company database.
  • Collected, validated and distributed information to employees.
  • Adapted to workflow changes and implemented continuous process improvements to overcome obstacles.
  • Managed payroll, transactions, invoicing and budgeting to decrease financial inconsistencies.

Key Manager

Texas Roadhouse
06.2022 - 07.2024
  • Listened to and addressed customer concerns using creative problem-solving in accordance with company guidelines.
  • Counted registers and cleaned and secured shop at end of shift.
  • Developed professional relationships to improve retention of key customers.
  • Directed employees to create displays, upsell featured items and tidy store during assigned shifts.
  • Implemented daily operating procedures to keep store clean, adequately stocked and well-organized.
  • Walked through department multiple times each shift to evaluate and correct issues such as cleaning and stock replenishment needs.
  • Maintained focus during busy times and delegated tasks to employees to keep business running smoothly.
  • Maintained clean, adequately stocked and organized store by streamlining daily operations and introducing new procedures.

Server

Texas Roadhouse
03.2022 - 07.2023
  • Cultivated warm relationships with regular customers.
  • Worked with POS system to place orders, manage bills and handle complimentary items.
  • Explained menu items and suggested appropriate options for food allergy concerns.
  • Bussed and reset tables to keep dining room and work areas clean.
  • Arranged and prepared tables for customers to offer memorable experiences to guests and foster repeat business.
  • Upsold high-profit items such as appetizers and mixed drinks to enhance sales numbers.
  • Used slow periods to restock supplies, ice, trays and delivery bags.
  • Replenished food items, paper products and canned goods to keep pantry well-stocked during busy periods.

Customer Service Representative

ROI Solutions Inc.
08.2021 - 01.2022
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services and company information.
  • Provided primary customer support to internal and external customers.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
  • Developed community reputation through commitment to customer satisfaction and strong client relationships.

Restaurant Hostess

Texas Roadhouse
12.2018 - 12.2021
  • Accommodated guests with children and special needs to promote comfortable dining experience.
  • Supported serving staff, food runners and bussers to keep dining room presentable and ready for guests.
  • Managed guest expectations by relaying information regarding hours, wait times and specials.
  • Supervised activities of dining room staff to maintain service levels and support guest needs.
  • Leveraged computer software to collect reservation information and communicate updates to guests.
  • Checked dining and serving areas every 5 minutes to verify proper cleanliness and readiness for guests.
  • Monitored dining area to assess server capacity and estimate wait times.
  • Helped to plan and execute parties for more than 10 guests, including coordinating menus and preparing tables.
  • Engaged pleasantly with patrons and delivered information on beverage specials to encourage positive dining experience.
  • Enhanced guests' experiences by fulfilling special requests during visits.
  • Answered front of house phone to inform customers of wait times, take reservations and record to-go orders.
  • Completed closing duties by emptying trash, safeguarding alcohol and polishing silverware.
  • Greeted guests and gathered information to seat groups or place on waitlist.
  • Communicated with event coordinators to verify appropriate and adequate accommodations for larger parties.
  • Tracked seated guests and available seating using [System].

Education

Social Work

Texas A&M University - Central Texas
Killeen, TX

High School Diploma -

Early College High School

Skills

  • Dining customer service
  • Table setting arrangements
  • Seating assignment preparation
  • Service prioritization
  • Table Bussing
  • Communications
  • Relationship development
  • Organization
  • Planning and coordination
  • Team building
  • Customer service
  • Team management
  • Staff Coaching and Training
  • Reporting and Performance Analysis
  • Scheduling and Time-Tracking
  • Customer service focus
  • Service planning
  • Team building expertise
  • Strong leadership
  • Upselling
  • Team scheduling
  • Coaching and mentorship
  • Hospitality and accommodation
  • Productivity monitoring
  • Reporting and documentation
  • Problem-solving abilities
  • Multitasking
  • Reliability
  • Customer Relations

Timeline

Assistant Service Manager

Texas Roadhouse
07.2023 - Current

Key Manager

Texas Roadhouse
06.2022 - 07.2024

Administrator

Texas Roadhouse
05.2022 - Current

Server

Texas Roadhouse
03.2022 - 07.2023

Customer Service Representative

ROI Solutions Inc.
08.2021 - 01.2022

Restaurant Hostess

Texas Roadhouse
12.2018 - 12.2021

High School Diploma -

Early College High School

Social Work

Texas A&M University - Central Texas

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Ki' Yanna Lynard