Tanya Phillips
Shakers Public House
Blacklick,OH
18
years of professional experience
Results-driven professional with 25 years of experience in systems, customer service, and human resources. Analyzed complex work processes to implement operational improvements and enhance efficiency. Managed data analysis to deliver actionable insights for strategic decision-making. Designed and delivered training programs to elevate employee skills and performance.
Work History
Front of House Manager
1 Year 6 Months- Manage and train front of house staff to ensure high quality customer service, sales and operational excellence.
- Trained front of house staff to deliver high-quality customer service and achieve sales targets.
- Resolved guest inquiries and complaints professionally, fostering customer satisfaction and loyalty.
- Implement strategies to maintain cleanliness and optimize seating, enhancing the ambiance and efficiency of customer areas.
- Maintained cleanliness and optimized seating arrangements, enhancing ambiance and operational efficiency.
General Manager
1 Year 6 Months- Coordinated front and back of house teams, enhancing workflow and elevating dining experience.
- Directed daily operations to maximize efficiency and service standards, contributing to a cohesive environment.
- Managed resources and operation budgets, implementing cost-effective solutions.
- Led and mentored a diverse team, promoting teamwork and continuous professional development.
- Fostered collaborative team environment, enhancing efficiency and promoting workplace harmony.
Training and Development Manager
11 Months- Developed and managed comprehensive training programs that enhanced staff skills and supported career growth.
- Led hiring initiatives to achieve staffing goals and improve employee retention rates.
- Partnered with department leaders to create customized development plans, fostering a culture of learning and growth that supports long-term career advancement.
- Partnered with department leaders to create customized development plans that fostered a culture of learning and growth.
Claims Support
1 Year 3 Months- Developed training initiatives for new team members, enhancing team integration and streamlining documentation processes.
- Coordinated stakeholder calls, ensuring precise claim documentation and improving accuracy and compliance.
- Consistently surpassed performance metrics through collaboration across departments, demonstrating the ability to drive results in a team setting.
- Handled high-volume workloads with attention to detail, ensuring accuracy and adherence to regulatory standards.
Senior Customer Service Representative
2 Years 11 Months- Developed and conducted training programs for new team members, improving team cohesion and effectiveness.
- Managed a diverse range of cases, showcasing adaptability to various regulatory requirements and operational environments.
- Demonstrated problem-solving skills by resolving complex customer service issues and property damage claims, maintaining high customer satisfaction.
- Utilized comprehensive knowledge of policies and procedures to resolve customer inquiries accurately and efficiently.
Benefits Analyst
1 Year 10 Months- Orchestrated training initiatives for large groups, improving engagement and understanding of complex topics.
- Designed and implemented wellness programs that led to significant cost savings of over $1 million in the first year, by balancing employee well-being with fiscal responsibility, showcasing strategic planning and execution.
- Managed benefits integration across entities, ensuring compliance and consistency within complex organizational structures.
- Conducted detailed process analysis to identify improvement areas, enhancing organizational effectiveness.
- Orchestrated training initiatives for large groups, enhancing understanding of complex topics and improving engagement, demonstrating strong communication and facilitation skills.
Senior Customer Service Representative
5 Years 4 Months- Implemented cost-saving measures that increased operational efficiencies by over $10 million during the first year.
- Managed benefits administration, enhancing employee satisfaction and contributing to a positive workplace environment.
- Streamlined benefits enrollment processes, improving efficiency and ensuring positive employee experiences.
- Managed benefits administration to boost employee satisfaction and foster a positive workplace culture.
- Established internal call center for benefit administration, developed SOPs, set KPIs, and ensured quality assurance, leading to $1.6 million in savings and global HRConnect office rollout.
Education
MBA - Leadership
Bachelor of Science - Business Administration
Skills
Customer Focus
Leadership
Process Improvements
SOP Development
Quality Assurance
Adaptability
Communication
Process optimization
Team Development
Training and mentoring
Timeline
Front of House Manager
Shakers Public House
04.2025 - CurrentRead More
General Manager
Delaney’s Diner
10.2023 - 04.2025Read More
Training and Development Manager
Shake Shack
11.2022 - 10.2023Read More
Claims Support
Root Insurance Company
09.2019 - 12.2020Read More
Senior Customer Service Representative
Mapfre
03.2016 - 02.2019Read More
Benefits Analyst
Hexion, Inc.
02.2014 - 12.2015Read More
Senior Customer Service Representative
Hexion, Inc.
10.2008 - 02.2014Read More
OHIO DOMINICAN UNIVERSITY
MBA from Leadership
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OHIO DOMINICAN UNIVERSITY
Bachelor of Science from Business Administration
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