Roxana Tena
Las Cruces
Summary
Dynamic Server Shift Leader at IHOP with a proven track record in enhancing customer satisfaction and fostering teamwork. Skilled in crisis management and effective communication, I successfully optimized table turnover rates, significantly improving guest experiences. Passionate about youth outreach and community engagement, I bring strong leadership and organizational skills to every endeavor.
Energetic and compassionate with genuine passion for guiding youth and fostering spiritual growth. Possesses foundational knowledge in biblical teachings and youth counseling, with ability to plan and lead engaging activities. Committed to creating positive impact by nurturing supportive and inclusive community.
Overview
4
4
years of professional experience
Work History
Server Shift Leader
IHOP
06.2024 - Current
- Cultivated warm relationships with regular customers.
- Promoted a positive work environment, fostering teamwork through regular communication and recognition of outstanding performances.
- Oversaw daily operations of service team, delegated tasks, and trained new staff.
- Handled table service and other dining room tasks to address shortfalls due to unexpected absences or unusual service volumes.
- Enhanced customer satisfaction by promptly addressing concerns and providing personalized solutions.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Maximized guest satisfaction by maintaining high-quality food presentation and ensuring prompt service.
- Handled customer complaints professionally, resolving issues through diplomatic acknowledgment and commitment to service.
- Bussed and reset tables to keep dining room and work areas clean.
- Collaborated with kitchen staff to coordinate restaurant goals such as upselling certain items, addressing product availability issues and other communication concerns.
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals, and walk-in business.
- Reduced wait times for guests by optimizing table turnover rates through proactive communication with servers.
- Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
- Maintained order efficiency and accuracy through clear communication with kitchen staff, earning numerous recommendations from satisfied customers.
- Helped customers with dietary restrictions, allergies, and intolerances obtain safe, delicious food by working closely with kitchen staff on alternatives.
- Collected payment for food and drinks served, balanced cash receipts, and maintained accurate cash drawer.
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
- Answered customers' questions, recommended items, and recorded order information.
Volunteer
Diocese Of Las Cruces
06.2021 - Current
- Assisted with special events and programs.
- Maintained clean, neat, and operational facilities to serve program needs.
- Used strong interpersonal communication skills to convey information to others.
- Supported engaging, fun, and smooth-running events by helping with organization and planning.
- Communicated with staff members to stay informed about volunteer opportunities and events.
- Represented organization positively and professionally while providing community with much-needed services.
- Provided administrative support to department leads to help organize events and fundraisers.
- Educated young people about strategies for driving discussions and promoting social changes.
- Created and organized events for youth.
Student Intern Victim Advocate
La Pinon Sexual Assault Recovery Services
08.2024 - 11.2024
- Built professional relationships with colleagues at all levels within the organization, strengthening interpersonal communication skills during the internship experience.
- Reported back to instructor to receive day-to-day tasks and responsibilities.
- Gained exposure to various aspects of the industry through active participation in company events, workshops, and training sessions during the internship period.
- Developed time-management skills through balancing multiple assignments while consistently meeting deadlines during the internship period.
- Communicated effectively with faculty and staff and accepted critiques and suggestions for areas of improvement.
- Sorted and organized files, spreadsheets, and reports.
- Analyzed problems and worked with teams to develop solutions.
- Collected, arranged, and input information into the database system.
- Generated reports detailing findings and recommendations.
- Maintained database systems to track and analyze operational data.
- Gathered, organized and input information into digital database.
- Evaluated customer needs and feedback to drive product and service improvements.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Served as a liaison between crime victims and relevant legal professionals, ensuring clear communication and understanding of the victim''s needs throughout the process.
- Advocated for victims'' rights during court proceedings, ensuring that their voices were heard throughout the legal process.
- Supported victims, family members and witnesses through law enforcement, healthcare and social services.
- Enhanced community awareness of available resources by organizing outreach events and presentations on victim advocacy programs.
- Collaborated with multidisciplinary teams, ensuring comprehensive support for crime victims throughout the legal process.
- Improved victim support services by establishing a strong rapport and providing emotional assistance to crime victims.
- Offered guidance on navigating complex systems by providing information about available resources and assisting with paperwork completion when necessary.
- Developed safety plans to meet victims' assessment of need.
- Maintained detailed case records, ensuring accuracy and confidentiality in accordance with legal requirements and organizational policies.
- Streamlined referral processes to relevant organizations, facilitating timely access to necessary medical, financial, or therapeutic resources.
- Increased victim satisfaction rates with provided services through regular follow-ups and ongoing communication regarding case progress.
- Promoted a culture of empathy within the organization, emphasizing the importance of understanding and respecting each victim''s unique experience.
- Constructed referral list of agencies and community resources for victims' to provide aftercare services.
- Provided crisis intervention and stabilization during emergencies, offering immediate support to affected individuals and families.
- Improved case resolution outcomes, meticulously documenting interactions and interventions.
- Responded to crisis calls and emergency situations, providing immediate assistance and intervention.
- Collaborated with law enforcement, social services, and legal professionals to advocate for victims' needs.
- Streamlined case management processes, ensuring swift and efficient support for victims.
- Streamlined support services for victims, adopting innovative case management software.
- Assisted clients in identifying community resources and connecting with appropriate services.
- Provided crisis counseling and intervention services to clients in emergency situations.
- Documented client progress and activities in accordance with agency policies and procedures.
- Educated clients and families on mental health, wellness and recovery topics.
Education
Bachelor of Arts - Psychology
New Mexico State University
Las Cruces, NM05.2025
Bachelors of Criminal Justice - Criminal Justice
New Mexico State University
Las Cruces, NM05-2025
Skills
- Worship leading
- Effective small group leadership
- Public speaking trained
- Youth advocacy trained
- Teaching and preaching
- Theological studies
- Youth outreach master
- Lesson planning
- Spiritual guidance
- Crisis intervention
- Learning strategies
- Crisis management
- Staff development
- Leadership building
- Overnight experiences
- Teamwork and collaboration
- Time management
- Problem-solving abilities
- Multitasking
- Multitasking Abilities
- Reliability
- Excellent communication
- Critical thinking
- Organizational skills
- Team collaboration
- Active listening
- Effective communication
- Adaptability and flexibility
Languages
Spanish
Native or Bilingual
English
Timeline
Student Intern Victim Advocate
La Pinon Sexual Assault Recovery Services
08.2024 - 11.2024
Server Shift Leader
IHOP
06.2024 - Current
Volunteer
Diocese Of Las Cruces
06.2021 - Current
Bachelor of Arts - Psychology
New Mexico State University
Bachelors of Criminal Justice - Criminal Justice
New Mexico State University
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