McKenzie Phillips-Burns
Plano,TX
Summary
Friendly, punctual and enthusiastic team player. A hard-worker who thrives under pressure and goes above and beyond to create unforgettable experiences. Customer-oriented with excellent interpersonal and communication skills. Highly effective at anticipating and accommodating customer needs.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Service Manager
Red Robin Gourmet Burgers & Brews
01.2022 - Current
- Monitored employee performance through key metrics analysis.
- Reviewed completed work to verify consistency, quality and conformance.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Recruited and trained new employees to meet job requirements.
- Collaborated with customers to offer solutions to service needs.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Improved customer satisfaction ratings by listening to complaints and finding appropriate solutions to problems.
- Prioritized and delegated daily work tasks to meet anticipated project goals.
Server
Red Robin Gourmet Burgers
01.2014 - 12.2021
- Consistently provided professional, friendly and engaging service
- Followed all safety and sanitation policies when handling food and beverage to uphold proper health standards
- Routinely supported other areas of restaurant as requested, including answering telephones and completing financial transactions for other staff
- Guided guests through menus while demonstrating thorough knowledge of food, beverages and ingredients
- Provided friendly and attentive service
- Resolved guest complaints quickly and efficiently.
Ticketing & Events Assistant
12th Man Foundation
01.2012 - 12.2020
- Acquired detailed knowledge of services, promotions and events to offer added value to guests.
- Completed order transactions and generated travel documentation and detailed itineraries.
- Addressed customer inquiries via email, telephone calls or in person, providing prompt response or follow-up.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Maintained client accounts by obtaining, recording and updating personal and financial information.
Food Service Worker and Trainer
Walt Disney World Resort
05.2015 - 01.2016
- Took food orders from patients and families, and explained offerings
- Cleaned and sanitized work areas, utensils and pans
- Maintained food safety standards at all times
- Coordinating events
- Very Good
- Customer Service
- Excellent
- Consistently provided friendly guest service and heartfelt hospitality
- Pleasantly and courteously interacted with customers
- Maintained high standards of customer service during high-volume, fast-paced operations
- Trained new Cast Members of guest service team
- Gathered and organized supplementary material to support structured lessons
- Mentored new hires, resulting in stronger staff development and increased productivity
- Monitored participant workflow and behaviors throughout training process.
Education
Bachelor of Science - Global Arts, Design, Planning And Construction
Texas A&M University
College Station, TX12.2020
High School Diploma -
Naaman Forest High School
Garland, TX06.2014
Skills
- Team oversight
- Very Good
- Performance management
- Excellent
- Data entry
- Trusted key holder
- Cash handling and
- Management
- Active listening skills
- Motivated team player
- Strong interpersonal skills
- Delivered exceptional service to every customer
- Through active engagement, effective listening
- And well-developed interpersonal skills
- Improved customer satisfaction by finding
- Creative solutions to problems
- Provided excellent service and attention to
- Customers when face-to-face or through phone
Certification
- Texas Food Handlers Certification
- Texas Alcoholic Beverage Commission Certification
- Texas Food Manager Certification
Languages
English
Native or Bilingual
Spanish
Limited Working
Timeline
Service Manager
Red Robin Gourmet Burgers & Brews
01.2022 - Current
Food Service Worker and Trainer
Walt Disney World Resort
05.2015 - 01.2016
Server
Red Robin Gourmet Burgers
01.2014 - 12.2021
Ticketing & Events Assistant
12th Man Foundation
01.2012 - 12.2020
Bachelor of Science - Global Arts, Design, Planning And Construction
Texas A&M University
High School Diploma -
Naaman Forest High School
- Texas Food Handlers Certification
- Texas Alcoholic Beverage Commission Certification
- Texas Food Manager Certification
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