Niya Fernandez
‘Aiea,HI
Summary
Customer Service focusing on bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, by providing customized solutions to build loyalty.
Overview
19
19
years of professional experience
Work History
Server
Mangiamo By 604
Honolulu, HI
04.2022 - Current
- Cultivated warm relationships with regular customers.
- Worked with POS system to place orders, manage bills and handle complimentary items.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Bussed and reset tables to keep dining room and work areas clean.
Manager
Everyday Eatery
02.2020 - 02.2022
- Controlled costs and optimized spending via restructuring of budgets for labor, capital assets, inventory purchasing and technology upgrades.
- Propelled continuous improvements and strategically capitalized on current market trends.
- Reviewed performance data to monitor and measure productivity, goal progress and activity levels.
- Assessed supplier quality to maintain tight cost controls and maximize business operational performance.
- Evaluated employees' strengths and assigned tasks based upon experience and training.
- Delivered feedback to decision-makers regarding employee performance and training needs.
- Applied customer feedback to develop process improvements and support long-term business needs.
- Cross-trained existing employees to maximize team agility and performance.
- Raised performance in areas of sales, management and operations by identifying and targeting areas in need of improvement.
- Onboarded new employees with training and new hire documentation.
- Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
Server
Montage Hotels & Resorts
11.2016 - 09.2019
- Monitored guests for intoxication and immediately reported concerns to management.
- Worked with POS system to place orders, manage bills and handle complimentary items for dissatisfied customers.
- Collected credit card, cash and gift certificate payments from customers and made proper change for cash transactions.
- Upsold high-profit items such as fine wines and mixed drinks to enhance sales numbers.
- Replenished food items and other supplies, which included paper products and canned goods to keep pantry well-stocked during busy periods.
- Arranged tables for customers, following established preparation procedures to provide guests with excellent experiences and foster repeat business.
Catering Assistant
Tanya U. Jones
05.2005 - 09.2007
- Cleaned and organized kitchen stations to promote team efficiency.
- Ordered food items and supplies needed to fulfill catering jobs.
- Processed payments and counted change to complete transactions.
- Attended bridal industry events to promote services and build relationships with prospective vendors.
- Fulfilled contractual obligations, including communications, vendor coordination, schedule creation, budget administration and rehearsal and day of event coordination.
Server
Roots
03.2014 - 03.2018
- Used slow periods to restock supplies, ice, trays and delivery bags.
- Worked with POS system to place orders, manage bills and handle complimentary items.
- Increased sales significantly by upselling higher-end products to customers.
- Cultivated warm relationships with regular customers.
- Noted special patron requests and followed up with kitchen to confirm delivery.
- Kept register accurate through correct billing, payment processing and cash management practices.
- Quickly and clearly communicated dining orders to kitchen staff, directing attention to special requests or dietary restrictions.
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
Barista
Library Coffee Shop
08.2010 - 03.2014
- Maintained supply levels in counter and customer areas to meet typical demands.
- Created wide variety of hot and cold drinks in average shifts with consistently positive customer satisfaction scores.
- Recommended products based on solid understanding of individual customer needs and preferences.
- Cleaned counters, machines, utensils and seating areas daily.
- Maintained espresso equipment and performed minor repairs to keep coffee machines functioning properly.
- Listened carefully to customer requests and created personalized, delicious beverages, which improved sales.
- Engendered customer loyalty by remembering personal preferences and allergy information.
Education
Bachelor of Arts - Liberal Studies
California State University - Dominguez Hills
Carson, CA2013
Post Baccalaureate - Communication Sciences And Disorders
California State University - Dominguez Hills
Carson, CA2016
Skills
- Complaint Handling
- Customer Focus
- Problem-solving
- Customer service excellence
- Multitasking Abilities
- Team Collaboration
- Reliability
- Professionalism
Timeline
Server
Mangiamo By 604
04.2022 - Current
Manager
Everyday Eatery
02.2020 - 02.2022
Server
Montage Hotels & Resorts
11.2016 - 09.2019
Server
Roots
03.2014 - 03.2018
Barista
Library Coffee Shop
08.2010 - 03.2014
Catering Assistant
Tanya U. Jones
05.2005 - 09.2007
Bachelor of Arts - Liberal Studies
California State University - Dominguez Hills
Post Baccalaureate - Communication Sciences And Disorders
California State University - Dominguez Hills