Kymberly Walker
Houston,TX
Summary
Proven leader with extensive experience in hospitality and customer service management. Excelled in enhancing guest relations and streamlining operations, leading to significant improvements in service quality and customer satisfaction. Skilled in Microsoft Excel and team management, adept at fostering employee development and executing innovative service strategies. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to me to help those that are in need of services and care.
Overview
22
22
years of professional experience
Work History
Banquet Coordinator
Abuelos
08.2018 - Current
- Assisted in staff training programs
- Continuously evaluated business operations to align workflows for optimal customer satisfaction.
- Addressed customer complaints with professional demeanor and used communication and problem-solving skills to resolve issues.
- Set and enforced performance and service standards to keep consistent, high-quality environment devoted to customer satisfaction.
- Facilitated successful events by providing clear direction during high-pressure situations.
- Increased repeat business through exceptional customer service skills and attention to detail
- Enhanced overall guest experience by addressing concerns promptly, professionally resolving issues as they arose during events.
Customer Service Area Manager
Chilis (Brinker International)
01.2016 - 12.2019
- Created customer support strategies to increase customer retention.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Established clear lines of communication between supervisors and their teams in order to foster open dialogue about potential areas needing improvement.
- Built strong relationships with key clients, fostering loyalty through attentive service and personalized support options.
- Analyzed customer feedback to identify trends, leading to continuous improvement of service standards.
- Participated in cross-functional teams to enhance communication between departments and improve overall customer experience.
- Conducted regular performance evaluations for team members, offering constructive feedback for continued development.
- Led by example, consistently demonstrating a commitment to excellence and inspiring team members to strive for the same level of achievement.
- Managed escalated issues, providing timely resolutions that maintained high levels of customer satisfaction.
- Implemented feedback system for customers to provide comments and suggestions to improve service.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
Restaurant Manager
Chilis (Brinker International)
01.2007 - 12.2015
- Managed daily operations to ensure a high level of efficiency, consistency, and quality in service.
- Met, greeted, and encouraged feedback from customers and used feedback to implement positive changes
- Promoted positive atmosphere and went above and beyond to guarantee each customer received exceptional service.
- Promoted a positive work environment with proactive conflict resolution strategies and team-building activities.
- Effectively managed payroll and timekeeping, and paperwork for new hires and terminations.
- Enhanced guest experience by regularly reviewing feedback and implementing necessary improvements.
- Conducted health, safety, and sanitation process evaluations to identify and remedy any violations immediately.
- Developed comprehensive marketing plans for special events, promotions, and community outreach efforts to boost brand visibility.
- Kept facility compliant with health codes, sanitation requirements and license regulations
Human Resources Specialist
Fort Bend Independent School District
01.2002 - 01.2007
- Conducted routine HR audits to ensure data accuracy in personnel files, payroll records, and benefit enrollments.
- Managed payroll processing and benefits t
- Ensured compliance with federal, state, and local labor laws through regular audits and policy updates.
- Administered employee benefits programs and assisted with open enrollment.
- Filed paperwork, sorted, and delivered mail and maintained office organization.
- Answered phone and performed clerical duties to assist human resources department.
- Developed strong written and verbal communication skills.
- Created and updated tracking spreadsheets using MS Excel.
- Managed confidential employee files, maintaining accurate records for performance evaluations
- Maintained relationships with personnel using strong collaboration and teamwork skills.
Education
Bachelor of Science - Human Services
Colorado State University-Global
Aurora, CO02.2021
Bachelor of Arts - Hotel Restaurant Management
University of Houston
Houston, TX12.2007
Skills
- Client Communication
- Guest Relations
- Employee Development
- Customer Service
- Critical Thinking
- Microsoft Excel
- Service Training
- Schedule Coordination
- Process Monitoring and Improvement
- Service Quality Standards Evaluation
Timeline
Banquet Coordinator
Abuelos
08.2018 - Current
Customer Service Area Manager
Chilis (Brinker International)
01.2016 - 12.2019
Restaurant Manager
Chilis (Brinker International)
01.2007 - 12.2015
Human Resources Specialist
Fort Bend Independent School District
01.2002 - 01.2007
Bachelor of Science - Human Services
Colorado State University-Global
Bachelor of Arts - Hotel Restaurant Management
University of Houston
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