Summary
Overview
Work History
Skills
Websites
Education And Training
Community Affiliations
Certification
Timeline
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Lillian Garvin

Summary

Dedicated Operations Specialist with a background in hospitality and a proven ability to streamline processes, troubleshoot effectively, and provide exceptional customer support. Highly efficient and well established in fast-paced and challenging environments. Eager to learn with aptitude for applying new knowledge with skill and efficiency. Seeking an Operations Specialist position to leverage my skills in optimizing organizational efficiency.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Hospitality Operations Associate

Sonders
07.2022 - Current
  • Responds to day-to-day guest requests, inquiries, and issues, ensuring timely resolution
  • Coordinates tasks through dispatch, accounting for attendance/absences
  • Troubleshoots using Slack, Salto, and various communication applications
  • Executes and implements SOP's, assigns QA's, tasks, and pre-arrival amenities
  • Prioritizes tasks and resolves guest complaints with empathy and efficiency
  • Provides customer support and manages escalations.

Server/Assistant Manager

Flying Biscuit
09.2020 - Current
  • Manages cash and credit card processing, menu presentation, and order fulfillment
  • Achieved 100% CSAT (customer satisfaction) through exemplary service
  • Handles payroll, purchases, and orders for produce and products.

Server/Waitress

Chop House (Braves)
02.2021 - 10.2021
  • Manages cash and credit card transactions, upsells, and order fulfillment
  • Collaborates with servers and kitchen staff to ensure a smooth dining experience.

Roaming Fans Expert

Orlando Magic
08.2018 - 08.2020
  • Organizes and assigns tasks for individual and team completion
  • Enhances customer satisfaction through creative problem-solving
  • Provides excellent service and attention during in-person and mobile interactions
  • Handles troubleshooting and communication through Slack.

Substitute Teacher

Seminole County Public School
01.2018 - 08.2020
  • Implements lesson plans, maintains records of student progress, and stays updated on regional curriculums.

Social Media Coordinator/Marketing Associate

Crunch Fitness
02.2018 - 05.2018
  • Supports SEO and CRM initiatives, corresponds with clients, and creates content to increase engagement.

Youth Service Coordinator

Stay Sky Vacation Clubs
06.2017 - 01.2018
  • Streamlines operations, negotiates vendor contracts, and provides exceptional customer service.

Academic Curriculum Developer

Project Touch
01.2017 - 05.2017
  • Aligns training tools with specifications, develops training programs, and improves student learning outcomes.

Skills

  • Operations Management
  • Process Improvement
  • Data Analysis
  • Project Management
  • Team Collaboration
  • Inventory Management
  • Compliance and Regulation
  • Communication
  • Problem-solving
  • Microsoft Office Suite, [Word, Excel, PowerPoint, Outlook, SharePoint, Teams]

Education And Training

  • Human Resource Management Certificate, Emory University
  • Bachelor of Arts in Broadcast Journalism, The University of West Florida, Pensacola, FL

Community Affiliations

  • Third Vice President/Chair of Election Committee, The National Council of Negro Women (NCNW) - 2020
  • PAL Basketball Assistant Coach - 2018-2019
  • UWF Women's Basketball - 2014-2016
  • African American Student Association (AASA) - 2015-2016
  • Pensacola Humane Society - 2014-2015
  • Intramural Women's Basketball - 2014
  • YMCA Basketball Coach - 2012-2013

Certification

Human Resource Management

Timeline

Hospitality Operations Associate

Sonders
07.2022 - Current

Server/Waitress

Chop House (Braves)
02.2021 - 10.2021

Server/Assistant Manager

Flying Biscuit
09.2020 - Current

Roaming Fans Expert

Orlando Magic
08.2018 - 08.2020

Social Media Coordinator/Marketing Associate

Crunch Fitness
02.2018 - 05.2018

Substitute Teacher

Seminole County Public School
01.2018 - 08.2020

Youth Service Coordinator

Stay Sky Vacation Clubs
06.2017 - 01.2018

Academic Curriculum Developer

Project Touch
01.2017 - 05.2017

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Lillian Garvin