Nellie Simmons
Dallas
Summary
Dynamic leader with proven expertise in budget management and team leadership, honed at Cheddars as Dallas To Go Manager. Excelled in enhancing customer satisfaction and streamlining operations, demonstrating exceptional problem-solving and communication skills. Achieved significant cost savings, showcasing a blend of strategic vision and empathy towards team needs.
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
23
23
years of professional experience
Work History
Dallas To Go Manager
Cheddars
Irving
08.2020 - Current
- Responsible for achieving the goals and objectives of an organization through managing its resources (human, financial, and operational)
- Managerial duties include, but are not limited to leading the team, setting objectives, analyzing performance, making decisions, and reviewing and managing and organizing daily restaurant operations with a goal of controlling costs and providing a high quality experience to customers
- Ensured compliance with all applicable laws, regulations, industry standards.
- Managed inventory levels to meet demand without overstocking, reducing waste.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Proposed or approved modifications to project plans.
- Oversaw marketing initiatives, increasing brand awareness and sales.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Led a team of 30 employees, ensuring high productivity and excellent customer service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Assigned work and monitored performance of project personnel.
- Enhanced customer satisfaction through the development of a customer service excellence program.
- Achieved cost-savings by developing functional solutions to problems.
- Identified needs of customers promptly and efficiently.
CSR Level 3
Lynx Services
06.2021 - 04.2024
- Include verifying insurance policy coverage and making sure client information is accurate
- After they determine there is a covered loss, a processor documents the information and makes sure all the required paperwork is complete
- Also keeping records and maintaining insurance policy and claim information in database systems and determining policy coverage while calculating claim amounts
- Claims processors process any claim payments when applicable and must ensure they comply with federal, state, and company regulations and policies
- Taking high volume calls and handling customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
- Keep records of customer interactions, process customer accounts and file documents
- Follow communication procedures, guidelines and policies
- Take the extra mile to engage customers
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Followed up with customers to ensure their satisfaction.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Provided guidance on product features and benefits as well as troubleshooting techniques.
- Assisted customers with product selection based on their needs and preferences.
- Consulted with customers regarding needs and addressed concerns.
- Handled customer inquiries and complaints in a timely manner.
- Maintained records of customer interactions, transactions, comments and complaints.
- Took special orders in person and over telephone, generating additional revenue every month.
- Updated job knowledge by participating in educational opportunities.
- Adhered to company's established protocols for handling confidential data.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Dennys
Dallas
06.2002 - 07.2020
Waitress Trainee
Dennys Restaurant
Plano
04.2002 - 01.2020
- Ensured dining areas were clean and set up for each shift according to established standards.
- Utilized point-of-sale system to process payments from customers.
- Informed customers of daily specials and menu changes.
- Collaborated with kitchen staff to ensure timely delivery of food orders.
- Developed rapport with guests and assisted in generating repeat business by providing exceptional customer service.
- Provided exceptional service to high volume of daily customers.
- Checked with customers to determine satisfaction with meals, promptly taking action to correct problems.
- Operated POS terminals to input orders, split bills and calculate totals.
- Took reservations and to-go orders to streamline process for both customer and restaurant.
- Assisted in preparing salads, appetizers and desserts to speed up food service.
- Stocked service areas with supplies during slow periods.
- Circulated within assigned areas to assess and address customer needs, effectively prioritizing tasks during peak hours.
- Verified that all dishes served met quality expectations.
- Maintained a professional attitude while working in a fast-paced environment.
- Implemented feedback from customers to improve service quality and menu offerings.
- Prepared checks, itemizing total meal costs and taxes.
- Followed safety protocols when handling hot plates or sharp objects.
- Observed other wait staff members' techniques to learn best practices for providing exceptional customer service.
- Arranged place settings with clean tablecloths, napkins and tableware to prepare for incoming guests.
- Checked that all orders were accurate before delivering to customers.
- Responded to ad hoc cleaning duties at end of shift.
- Assisted in stocking inventory, setting up workstations, preparing mise en place, and breaking down stations at end of shifts.
- Attended training sessions on topics related to food safety regulations, proper order taking procedures.
- Checked identification to verify if guests meet minimum age to legally purchase or consume alcoholic beverages.
- Trained new employees on restaurant procedures and plating techniques.
Education
MCC -
Nazarene Bible College
08.2020
GED -
Lakeview Centennial High School
06.2003
Skills
- Active listening
- Verbal communication
- Knowledge retention
- Attention to detail
- Organization
- Calmness under pressure
- Speed
- Communication
- Leadership
- Problem-solving
- Time management
- Empathy
- Team leadership
- Budget management
- Inventory control
- Customer service
- Employee training
- Problem solving
- Recruiting and interviewing
- Relationship building
- Coaching and mentoring
Awards
- Promoter call winners 3 times in last 6 months.
- Incentive bonus for most non-call work.
- Highest volume ranking in district for To Go order taking and deliverance.
Languages
English
Timeline
CSR Level 3
Lynx Services
06.2021 - 04.2024
Dallas To Go Manager
Cheddars
08.2020 - Current
Dennys
06.2002 - 07.2020
Waitress Trainee
Dennys Restaurant
04.2002 - 01.2020
MCC -
Nazarene Bible College
GED -
Lakeview Centennial High School