Summary
Overview
Work History
Education
Skills
Timeline
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Tanya Lilly

Tanya Lilly

Blacksburg,VA

Summary

Proven to enhance customer satisfaction and streamline operations, my tenure at EchoStar showcases my expertise in customer service and problem-solving. With a knack for maintaining high cleanliness standards and a positive attitude, I've successfully managed to increase efficiency in fast-paced environments. My ability to lead and collaborate with teams has consistently improved service delivery and operational productivity.

Overview

15
15
years of professional experience

Work History

Fast Food Worker

Taco Bell Restaurant
06.2016 - 09.2018
  • Greeted customers promptly and took orders to keep flow of traffic moving.
  • Wiped counters and sanitized equipment to maintain clean food prep and dining areas.
  • Followed food safety procedures outlined in company policies and health and sanitation regulations to prevent food borne illness.
  • Collaborated with team members to quickly fill large orders and serve large parties.
  • Provided support to crew members, facilitating quick food preparation and delivery.
  • Maintained cleanliness and organization of the dining area, ensuring a pleasant atmosphere for customers.
  • Collaborated with team members to maintain a well-stocked inventory and ensure smooth operations during peak hours.
  • Performed food preparation responsibilities to meet franchise standards for quantities, speed, and packaging.
  • Enhanced customer satisfaction by providing efficient and friendly service in a fast-paced environment.
  • Contributed to maintaining a positive work environment by fostering effective communication among team members.
  • Responded to customer inquiries and concerns with empathy and professionalism, working to resolve issues in a timely manner.
  • Assisted in training new employees, ensuring they quickly became proficient in their roles and responsibilities.
  • Restocked workstations with supplies and food display cases with fresh selections to decrease customer waiting during busy periods.
  • Ensured prompt delivery of takeout orders by efficiently packaging items and verifying accuracy before handing them off to customers or drivers.
  • Performed shift change tasks each day to keep store neat and running smoothly.
  • Upheld health and safety standards by regularly cleaning cooking equipment, utensils, and surfaces throughout the establishment.
  • Demonstrated flexibility in schedule availability, ensuring adequate staffing levels were maintained during peak hours or unexpected absences.
  • Trained newly hired employees on routine tasks and customer service.
  • Promptly resolved customer complaints, escalating major issues to supervisor.
  • Implemented proper food handling techniques when receiving shipments, reducing the risk of contamination and ensuring fresh products were served to customers.
  • Improved food quality by adhering to strict preparation guidelines and consistently checking for freshness.
  • Expedited food preparation tasks such as chopping vegetables, grilling meats, and assembling sandwiches to meet high demand while maintaining quality standards.
  • Reduced waste by monitoring food portion sizes and properly storing leftover ingredients for future use.
  • Increased repeat business through exceptional customer service and rapidly addressing any concerns or complaints.
  • Assisted with preparing salads and cold food items.
  • Streamlined order processing by accurately taking and inputting orders to minimize wait time for customers.
  • Promoted specials and upsold menu items, resulting in increased sales revenue for the restaurant.
  • Supported kitchen staff by washing dishes promptly after use, allowing chefs more time to focus on preparing meals.
  • Implemented waste reduction strategy, contributing to cost savings and environmental sustainability.
  • Contributed to promotional activities, increasing awareness of special offers among customers.
  • Improved team efficiency with effective communication and coordination during peak hours.
  • Conducted thorough cleaning and sanitation of kitchen equipment, upholding high standards of hygiene.
  • Maintained strict adherence to health and safety regulations, contributing to safe dining environment.
  • Participated in ongoing training sessions to stay up-to-date on industry trends and best practices.
  • Provided feedback on customer preferences, informing adjustments to menu offerings.
  • Developed system for quicker food preparation without compromising quality, meeting customer expectations for speed and taste.
  • Enhanced customer experience by maintaining clean and welcoming dining area.
  • Resolved customer complaints with professionalism, restoring customer confidence in our service.
  • Trained new staff on operational procedures, ensuring consistency in service delivery.
  • Improved kitchen organization, streamlining food preparation tasks and reducing order preparation times.
  • Collaborated with team members to introduce new menu items, driving increased interest from regular customers.
  • Prepared food orders with attention to detail, ensuring high-quality meals for customer satisfaction.
  • Assisted in development of customer loyalty program, fostering repeat business.
  • Performed serving, cleaning and stocking to high standards and provided excellent customer satisfaction.
  • Kept kitchen, counter and dining areas cleaned and sanitized.
  • Replenished condiments, beverages, and supplies while maintaining cleanliness of service areas.
  • Readied customers' take-out orders in secure bags with appropriate amounts of condiments, silverware and napkins.
  • Checked on dining areas frequently to clean up spills, wipe down tables and restock stations.
  • Replenished serving stations with fresh food and cleaned up spills.
  • Properly labeled and stored food and fresh ingredients in cooler or freezer to optimize freshness.
  • Prepared recipe ingredients by washing, peeling, cutting, and measuring.
  • Documented customer orders and conveyed special requests to kitchen staff.
  • Loaded food, dishes and utensils on carts and trays to transport from designated food preparation areas to designated tables.
  • Delivered exceptional service as illustrated through multiple positive Yelp reviews.
  • Maintained effective supply levels by monitoring and reordering food stock and dry goods.
  • Loaded dishwasher with china and thoroughly hand-washed dishes, pans and utensils to tidy up serving line.
  • Observed customer purchases in line and differentiated between standard portions.

Production Worker

Springs Global Industries
07.2014 - 01.2015
  • Followed safety procedures and guidelines to maintain safe working environments.
  • Used equipment properly to avoid workplace hazards or injuries.
  • Maintained cleanliness of workstations, contributing to a well-organized work environment for increased productivity.
  • Resolved issues quickly to maintain productivity goals.
  • Organized work to meet demanding production goals.
  • Met or exceeded daily production targets consistently through efficient task execution and effective time management skills.
  • Performed routine quality checks on finished products, ensuring adherence to company standards before shipping out units.
  • Took on additional shifts during peak work periods to keep projects on schedule.
  • Ensured accurate product labeling, reducing instances of customer dissatisfaction due to mismarked items.
  • Volunteered for additional assignments during peak work periods to keep tasks on schedule.
  • Assisted with troubleshooting equipment issues, quickly resolving problems to minimize downtime and maintain production targets.
  • Participated in continuous improvement initiatives, implementing best practices to enhance overall efficiency.
  • Reduced waste in the production process by monitoring materials usage and adjusting procedures accordingly.
  • Managed inventory levels to prevent production delays.
  • Enhanced product quality by conducting regular inspections and identifying areas for improvement.
  • Provided support during equipment maintenance, minimizing downtime and ensuring consistent production output.
  • Increased team morale, leading safety training sessions.
  • Ensured timely delivery of products by coordinating effectively with logistics team.
  • Contributed to product innovation by providing feedback on production challenges.
  • Streamlined inventory management, reducing instances of stock shortages.
  • Enhanced team collaboration by initiating regular communication meetings.
  • Supported new staff, facilitating quicker adaptation to production environment.
  • Participated in cross-functional teams to address production issues, leading to smoother operations.
  • Implemented sustainable practices within production process, aligning with environmental goals.
  • Enhanced production line efficiency by streamlining assembly processes.
  • Fostered culture of continuous improvement by suggesting process enhancements.
  • Optimized material usage to minimize waste, contributing to cost reduction efforts.
  • Maintained clean and safe work environment, adhering to health and safety protocols.
  • Engaged in regular review meetings to discuss production performance and set future goals.
  • Responded promptly to equipment malfunctions, minimizing disruptions to production.
  • Reduced downtime by performing regular maintenance on machinery.
  • Adapted quickly to changes in production schedules, ensuring flexibility in operations.
  • Assisted in development of new production techniques, leading to more efficient processes.
  • Played key role in achieving production targets, consistently meeting daily quotas.
  • Improved product quality with meticulous quality control checks.
  • Made sure that products were produced on time and are of good quality.
  • Maintained organized work area by cleaning and removing hazards.
  • Organized and prepared workstations and materials needed for operations to maximize productivity.
  • Met production targets and tight deadlines by collaborating closely with team members.
  • Assembled products according to changing daily work orders and specific customer needs.
  • Inspected products and machines to maintain quality and efficiency.
  • Examined incoming materials and compared to documentation for accuracy and quality.
  • Collaborated with other departments to optimize production workflows.
  • Used problem-solving and issue-resolution skills to promptly and successfully address production problems.
  • Reviewed production schedules and streamlined processes.
  • Tested products or subassemblies for functionality or quality and troubleshot problems with equipment, devices, or products.
  • Prepared reports and technical documentation of day-to-day production processes.
  • Calibrated machines to maintain required productivity levels and adherence to quality standards.
  • Investigated processing errors and malfunctions, resolving issues with minor machine repairs.
  • Performed general equipment maintenance and repair to minimize downtime.

Inbound Customer Service Representative

EchoStar
04.2003 - 10.2005
  • Answered phone with friendly greeting to create positive inbound calling experience for customers.
  • Increased efficiency of call handling by utilizing available resources such as scripts, FAQs, or knowledge base articles when assisting customers.
  • Resolved complaints to satisfy customers and encourage future transactions.
  • Enhanced customer satisfaction by addressing and resolving inbound calls and inquiries in a timely manner.
  • Improved first-call resolution rates by efficiently managing customer issues and complaints.
  • Maintained high levels of professionalism by adhering to company policies and guidelines when interacting with customers.
  • Retained valuable clients by providing empathetic support during challenging situations or escalations, leading to issue resolution.
  • Displayed a positive attitude and excellent problem-solving skills, which contributed to the overall success of the customer service team.
  • Achieved personal performance goals consistently throughout tenure as an Inbound Customer Service Representative.
  • Collaborated with team members to share knowledge and best practices, improving overall team performance in customer service metrics.
  • Exhibited strong multitasking skills on a daily basis by handling multiple phone lines without compromising the quality of service provided.
  • Asked fact-finding questions to determine customer needs and expectations and recommended specific products and solutions.
  • Upheld data security standards while documenting customer interactions within the company''s CRM system, ensuring accuracy and confidentiality.
  • Developed strong rapport with customers, fostering long-term relationships that resulted in repeat business.
  • Promoted company loyalty programs by effectively communicating benefits to customers, resulting in increased program enrollments.
  • Contributed to maintaining a positive work environment through active participation in team meetings, trainings, and workshops.
  • Answered over Number calls per shift to meet fast-paced call center demands.
  • Identified areas for process improvement and provided suggestions to management that led to more effective communication within the department.
  • Reduced call wait times by quickly identifying customer needs and directing them to the appropriate department or resource.
  • Demonstrated flexibility by adapting swiftly to changes in product offerings or company procedures, minimizing disruption to the customer experience.
  • Streamlined communication with customers by providing accurate information regarding products and services.
  • Assisted customers in navigating company website or online portal to facilitate self-service solutions where appropriate.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Responded proactively and positively to rapid change.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Maintained up-to-date knowledge of product and service changes.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Delivered prompt service to prioritize customer needs.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Created and maintained detailed database to develop promotional sales.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Sought ways to improve processes and services provided.
  • Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
  • Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
  • Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
  • Implemented and developed customer service training processes.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Managed timely and effective replacement of damaged or missing products.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
  • Investigated and resolved accounting, service and delivery concerns.
  • Cross-trained and provided backup support for organizational leadership.
  • Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
  • Promptly responded to inquiries and requests from prospective customers.
  • Resolved associate, tool and service delivery issues revealed by statistical reports.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.

Education

GED - Nursing

Giles High School
Pearisburg, VA
05.2001

Skills

  • Customer Service
  • Positive attitude and enthusiasm
  • Cleaning and sanitation
  • Fast and efficient service worker
  • Patience and Empathy
  • Engaging personality
  • Safe Food Handling
  • Listening and Comprehension
  • Organized multi-tasker
  • Reliable and punctual
  • Late-night shift availability
  • Stress tolerance and resilience
  • Sanitation and Cleanliness
  • Personal hygiene maintenance
  • Accustomed to shift work
  • Organization and Planning
  • Customer Response
  • Valid State driver's license
  • Time management mastery
  • Attention to Detail Focus
  • Initiative and Proactivity
  • Food Safety Compliance
  • Physical Stamina and Endurance
  • Meal Preparation
  • Order Management
  • Food presentation
  • Food preparation expertise
  • Interpersonal relationship building
  • FLUENT IN LANGUAGE
  • Restaurant Operations
  • Menu Knowledge Familiarity
  • Conversant in Language
  • Conflict resolution techniques
  • Order Accuracy Assurance
  • Restaurant Management
  • Ingredient inspection
  • Teamwork and Collaboration
  • Team Player
  • Adaptability and Flexibility
  • Cleaning and sanitizing
  • Cleaning and organization
  • Problem-Solving
  • Cleaning
  • Decision-Making
  • Dependable and Cooperative
  • Collaboration and Teamwork
  • Critical Thinking
  • Order Taking
  • Multitasking and Organization
  • Attention to Detail
  • Team Leadership
  • Food Preparation
  • Food and Beverage Service
  • Foodservice
  • Guest service
  • Issue Resolution
  • Concise time management
  • Supply Restocking
  • Food service standards
  • Handling Complaints
  • Menu Memorization
  • Resolving Complaints
  • Stocking and Replenishing
  • Equipment Maintenance
  • Managing Orders and Deliveries
  • Dishwashing
  • Stocking and Replenishment
  • Kitchen maintenance
  • Food Safety
  • Kitchen Management
  • Food Running
  • Phone orders
  • Food arrangement
  • Food and beverage preparation
  • Kitchen Safety Standards
  • Ingredient and Food Preparation
  • Training and Motivation
  • Customer Transactions
  • Inventory organization

Timeline

Fast Food Worker

Taco Bell Restaurant
06.2016 - 09.2018

Production Worker

Springs Global Industries
07.2014 - 01.2015

Inbound Customer Service Representative

EchoStar
04.2003 - 10.2005

GED - Nursing

Giles High School

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Tanya Lilly