Nyah Walker
Rancho Cucamonga,United States
Summary
Results-driven Front of House Department Lead at Chick-fil-A, with expertise in elevating customer experiences, leading high-performing teams, and optimizing operational workflows. Passionate about leadership, coaching, and creating customer loyalty through attentive, service-driven teams. Skilled in analyzing operational metrics, presenting actionable insights, and implementing process improvements to enhance customer satisfaction. Seeking a Customer Success Manager role to leverage leadership, data-driven decision-making, and customer experience expertise to drive client success, loyalty, and long-term business impact.
Overview
4
4
years of professional experience
Work History
Front of House Department Lead
Chick-fil-A Colonies Crossroads
Upland, California
08.2025 - Current
- Designed and led hospitality improvement campaigns that aligned team behavior with customer experience goals, resulting in more attentive, personalized, and high-impact guest interactions.
- Demonstrated ownership of customer outcomes by monitoring service quality, workflow efficiency, and team performance, maintaining high standards, and improving customer satisfaction.
- Strengthened the customer journey by overseeing front-of-house operations, ensuring seamless, organized, and high-quality experiences that increased customer loyalty and repeat engagement.
- Collaborated cross-functionally with leadership and operations teams to align service delivery, reduce wait times, and ensure timely support during high-volume periods.
- Created and managed structured workflows—including cleaning schedules, service routines, and hospitality processes—that increased efficiency and contributed to a more predictable customer journey.
- Built strong relationships with customers through proactive engagement, issue resolution, and service recovery, translating frontline interactions into long-term trust and loyalty.
- Leveraged operational metrics, guest feedback, and performance dashboards to identify trends, inform team strategies, and implement process improvements that enhanced customer satisfaction.
- Analyzed service data and workflow efficiency, presenting actionable insights to leadership in clear, understandable formats, to drive continuous operational improvements.
- Anticipated service disruptions—including high-volume surges, staffing challenges, and peak-hour patterns—and redeployed resources to minimize friction, and maintain service quality.
- Led initiatives that created memorable 'wow moments' for guests, delivering unexpected value, and strengthening loyalty through exceptional service experiences.
- Trained and coached team members on service excellence, communication, and operational processes, improving consistency and overall customer experience.
- Monitored and measured key performance indicators (KPIs) to track improvements, optimize team focus, and achieve measurable enhancements in guest satisfaction and operational efficiency.
Team Lead
Chick-fil-A Colonies Crossroads
Upland, California
11.2024 - 08.2025
- Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
- Fostered a culture of continuous improvement, encouraging innovation and efficiency.
- Managed team schedules to optimize coverage during peak hours.
- Coordinated inventory management and maintained stock levels for efficiency.
- Monitored food safety practices to comply with health regulations consistently.
- Resolved customer complaints with professionalism and promptness, ensuring satisfaction.
- Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
- Assisted the manager in setting achievable goals for the team while monitoring progress towards them.
- Supported the manager in developing plans for future projects, initiatives and objectives.
- Collaborated with management team to implement new work procedures or policies.
- Held regular one-on-one coaching sessions with staff members to encourage personal development.
Team Lead
Chick-fil-A I10 & Mountain
Upland, California
05.2023 - 11.2024
- Drove daily sales growth through strategic initiatives and targeted implementation.
- Managed teams of over 20 employees, ensuring accountability and consistent progress.
- Nurtured existing leads while developing new opportunities to enhance revenue streams.
- Monitored team performance to identify areas for improvement and resolve issues efficiently.
- Assigned tasks aligned with individual strengths to foster collaboration and effectiveness.
- Established effective communication channels, delivering timely feedback and resources.
- Processed customer payments accurately, maintaining meticulous accounting records.
- Provided leadership and mentorship, achieving a 50% increase in productivity.
Trainer
Chick-fil-A Colonies Crossroads
Upland, California
11.2022 - 05.2023
- Creatively solved customer issues and provided resolutions to achieve the highest level of customer satisfaction.
- Used storytelling and other creative techniques to engage learners and ensure understanding.
- Monitored and evaluated employee progress to ensure that learning objectives are met.
- Trained new and advanced employees on company policies, procedures, and customer service standards.
- Trained and mentored new employees to ensure quality customer service, and compliance with company policies.
- Adapted teaching methods according to the needs of individual learners or groups.
Front of House Team Member
Chick-fil-A Colonies Crossroads
Upland, California
06.2021 - 11.2022
- Processed customer payments with accuracy, ensuring precise accounting records.
- Maintained organized and sanitary work environment in compliance with food safety regulations.
- Resolved customer complaints to enhance satisfaction and uphold company standards.
- Collaborated with kitchen staff, guaranteeing prompt and correct preparation of customer orders.
- Provided exceptional customer service by greeting guests warmly each day.
Marketing Assistant
Chick-fil-A Colonies Crossroads
Upland, California
08.2021 - 02.2022
- Coordinated social media content across multiple platforms.
- Provided administrative support to the Marketing Manager on a daily basis.
- Managed and executed social media strategy, coordinating posting, and engagement efforts.
- Organized photo shoots related to product launches or special promotions when necessary.
Education
Bachelor of Science - Marketing
Azusa Pacific University
Azusa, CA12.2023
Skills
- Customer relationship management
- Process optimization
- Cross-functional collaboration
- Data-driven decision-making
- Customer journey mapping
- Conflict resolution and de-escalation
- Training and coaching
- Operational leadership
- Hospitality and service excellence
- Customer experience optimization
References
References available upon request.
Timeline
Front of House Department Lead
Chick-fil-A Colonies Crossroads
08.2025 - Current
Team Lead
Chick-fil-A Colonies Crossroads
11.2024 - 08.2025
Team Lead
Chick-fil-A I10 & Mountain
05.2023 - 11.2024
Trainer
Chick-fil-A Colonies Crossroads
11.2022 - 05.2023
Marketing Assistant
Chick-fil-A Colonies Crossroads
08.2021 - 02.2022
Front of House Team Member
Chick-fil-A Colonies Crossroads
06.2021 - 11.2022
Bachelor of Science - Marketing
Azusa Pacific University