Lamiya Cross
Orlando,FL
Summary
Knowledgeable and dedicated customer service professional with extensive experience in multiple industry settings. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Seeking to use the many years spent learning and improving to help make the next business venture a beneficial one for all.
Overview
13
13
years of professional experience
Work History
Assistant Store Manager
Smoothie King
02.2017 - Current
- Boosted customer satisfaction by providing exceptional service and addressing concerns promptly.
- Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
- Streamlined inventory management with regular audits, accurate ordering, and efficient stock organization.
- Increased employee retention, training staff in effective customer service performance strategies, restaurant procedures, menu items and product knowledge.
- Improved store operations by establishing clear communication channels between team members and implementing efficient scheduling practices.
- Developed growing loyal customer base through personalized interactions, increasing repeat business in-store visits.
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
- Resolved escalated customer issues effectively leading to improved customer satisfaction rates.
- Conducted regular performance evaluations of team members while providing constructive feedback resulting in enhanced productivity levels.
- Assisted Store Manager in analyzing sales data to identify trends and make informed decisions for improving overall store performance.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Rotated merchandise and displays to feature new products and promotions.
- Walked through store areas to identify and proactively resolve issues negatively impacting operations.
- Processed payments for credit and debit cards and returned proper change for cash transactions.
- Provided weekly work schedules to employees to accommodate business demands and vacation requests.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
- Cut, diced and chopped and prepped fresh ingredients and toppings for smoothies.
- Sanitized kitchen surfaces and washed food prep tools, utensils and equipment.
- Maintained sanitary food prep station by following established safety procedures and sanitizing instructions.
- Reduced costs and losses through regular rotation of fresh food items and employment of waste-reduction food prep techniques by 12%.
- Adhered to food safety regulations and culinary best practices in preparation of ingredients and smoothies.
- Prepared food items in compliance with recipes and portioning control guidelines.
- Educated employees in effective methods to avoid cross-contamination and ways to prepare smoothie products for patrons with food allergies.
- Cooled, stored, labeled and dated food products appropriately to maximize ingredient freshness when preparing recipes.
Guest Services Officer
Plaza Premium Lounge MCO
08.2022 - 11.2023
- Enhanced guest satisfaction by providing exceptional customer service and promptly addressing concerns and needed accomodations.
- Streamlined check-in and check-out processes for increased efficiency and guest satisfaction.
- Collaborated with housekeeping staff to ensure timely seating availability and cleanliness.
- Assisted in resolving billing disputes by thoroughly reviewing charges and offering appropriate solutions.
- Provided accurate information on airport and airline amenities, local attractions, and transportation options for guests'' convenience.
- Handled guest complaints with professionalism, working to find satisfactory resolutions in a timely manner.
- Implemented training procedures for new Guest Service Officers to familiarize them with lounge policies and procedures.
- Improved interdepartmental communication through regular meetings, discussing guest feedback and areas for improvement.
- Monitored inventory levels of front desk supplies, placing orders as necessary to maintain optimal stock levels, and maintained neat and orderly front desk and lobby area.
- Built strong relationships with repeat guests through consistent professional interactions, recognizing their preferences and anticipating their needs upon arrival.
- Contributed to revenue growth by identifying opportunities for upselling additional services during booking process or at check-in/check-out times.
- Evaluated team performance regularly through constructive feedback sessions aimed at enhancing customer service skills.
- Assisted in the development and execution of promotional campaigns to attract new guests and increase overall occupancy rates by 20%.
- Stored guest valuables in safe and individual lockers for security.
- Reported facility and lounge maintenance problems to appropriate personnel for immediate remediation.
- Kept accounts in balance and ran daily reports to verify totals.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
Rental Car Driver
Managed Labor Solutions
10.2021 - 01.2022
- Collaborated with team members to improve overall efficiency and effectiveness of rental car service.
- Ensured safe driving practices, resulting in zero accidents or incidents throughout employment period.
- Participated in ongoing training programs offered by employer to continuously enhance skills related to customer service, safety regulations, vehicle operation, and company policies.
- Coordinated with maintenance staff to schedule regular service appointments for company fleet, contributing to a well-maintained inventory of rental vehicles at all times.
- Provided necessary support during peak periods or emergency situations, demonstrating flexibility and adaptability in response to changing business needs.
- Achieved consistent safety targets by adjusting driving to different road and traffic conditions, balancing loads, and avoiding dangerous driving actions.
- Followed all relevant traffic laws and safety regulations.
- Utilized GPS and other navigation tools to plan routes and stay on schedule.
- Communicated with dispatchers and other personnel to coordinate transportation schedules.
- Remained calm and poised in emergent situations.
- Followed designated routes and schedules while operating vehicles.
Restaurant Crew Member
Universal Studios
07.2021 - 11.2021
- Improved customer satisfaction by consistently providing friendly and efficient service.
- Enhanced team productivity by effectively collaborating with colleagues on tasks and responsibilities.
- Maintained a clean and organized workspace, ensuring a positive environment for both staff and customers.
- Assisted in increasing sales through upselling menu items and promoting limited-time offers to guests.
- Received regular positive feedback from customers for exceptional service, boosting overall store reputation.
- Participated in ongoing training programs to continuously improve skills and knowledge of company procedures.
- Expedited food preparation processes by efficiently assembling orders according to established guidelines.
- Demonstrated versatility by cross-training in multiple stations, allowing for increased flexibility during busy periods.
- Completed transactions accurately while maintaining superior cash handling skills and following security protocols.
- Utilized strong communication abilities to relay order details clearly between front-of-house staff and kitchen team members.
- Contributed to a safe work environment by strictly adhering to company health and safety regulations at all times.
- Increased overall efficiency by promptly restocking supplies as required during shifts.
- Assisted fellow crew members during peak hours, ensuring smooth operations without compromising quality standards.
- Demonstrated strong multitasking abilities by balancing order-taking duties while addressing customer inquiries or concerns simultaneously.
- Worked well with teammates and accepted coaching from management team.
- Kept food preparation area, equipment, and utensils clean and sanitary.
- Became familiar with products to answer questions and make suggestions.
- Checked and restocked utensils and condiments in appropriate locations for guests.
- Operated cash register to ring up final bill and process various forms of payment.
- Performed serving, cleaning and stocking to high standards and provided excellent customer satisfaction.
- Filled out daily shift log to record amount of food prepared, used and leftover.
- Reconciled receipt totals, cash and credit payments to address shortages.
- Observed customer purchases in line and differentiated between standard portions.
General Warehouse Worker
Paradise Gifts
05.2011 - 06.2012
- Collaborated with team members to meet daily productivity goals and maintain smooth warehouse operations
- Contributed to on-time order fulfillment by consistently meeting or exceeding pick accuracy rates
- Prepared orders for shipment by picking, packing, and labeling merchandise
- Operated pallet jacks and material moving equipment to receive and transport items from various warehouse locations
- Consistently lifted materials weighing as much as 95 pounds
- Cleaned and maintained warehouse in compliance with OSHA safety standards by keeping warehouse work areas neat, floors clean and goods safely stacked
- Recorded information, shortages, and discrepancies to keep records current and accurate
Education
Associate of Arts - Graphic Design
Valencia College
Orlando, FL06.2026
High School Diploma -
Wekiva High School
Apopka, FL06.2011
Skills
- Customer Relations
- Time management
- Office administration
- Conflict resolution
- Order Preparation
- Order Fulfillment
- Warehouse Operations
- Self-Motivated and Disciplined
- Staff training
Timeline
Guest Services Officer
Plaza Premium Lounge MCO
08.2022 - 11.2023
Rental Car Driver
Managed Labor Solutions
10.2021 - 01.2022
Restaurant Crew Member
Universal Studios
07.2021 - 11.2021
Assistant Store Manager
Smoothie King
02.2017 - Current
General Warehouse Worker
Paradise Gifts
05.2011 - 06.2012
Associate of Arts - Graphic Design
Valencia College
High School Diploma -
Wekiva High School