TIANA LAWSON
Sauk Village
Summary
Professional with background in administrative support, known for high standards and results-driven approach. History of optimizing office operations and contributing to team success. Reliable and adaptable, consistently meeting changing needs. Skilled in organization, communication, and multitasking. Professional assistant with experience in administrative support and operational efficiency. Strong focus on team collaboration and achieving results. Reliable in adapting to changing needs, skilled in communication, organization, and multitasking. Recognized for problem-solving abilities and proactive approach to tasks.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Head Bartender
BR Bar and Steakhouse
10.2022 - 08.2025
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
- Developed a strong rapport with patrons, resulting in repeat business and increased loyalty.
- Trained new bartenders on drink recipes, mixing techniques, and customer service skills to enhance overall performance.
- Monitored cash handling procedures to ensure accuracy in transactions while minimizing instances of theft or loss.
Customer Service Representative
Liberty Mutual Insurance
11.2023 - 07.2025
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
Asst. Director of Recreational Services
Prairie Manor Rehab & Healthcare
04.2019 - Current
- Once promoted, I began to develop, organize and implement a program of activities to meet the social, emotional, physical and other therapeutic needs of residents as identified on the residents’ plan of care.
- Create calendar of activities & events and encourage resident participation in them.
- Provide in-room activities for residents who are unable to attend daily events.
- Maintain detailed records of activity programs and participation of individual residents, identifying progress toward established care plan goals.
- Confer with nursing staff regarding resident needs & limitations.
- Safeguarded sensitive information through proper documentation handling, data entry, and record maintenance procedures.
- Worked closely with management to provide effective assistance for specific aspects of business operations.
- Answered incoming phone calls to process requests, transfer calls, or relay messages to appropriate personnel.
- Strengthened client relationships through consistent follow-up communication and efficient problem resolution.
- Demonstrated adaptability by quickly mastering new software applications for various tasks.
- Expedited project completion times due to the ability to multitask effectively under tight deadlines.
- Assisted managers in decision-making processes based on thorough research and analysis of available data.
- Enhanced team communication through effective scheduling, meeting coordination, and correspondence management.
- Elevated executive productivity, managing complex calendars and arranging travel itineraries.
- Boosted team productivity with regular preparation of detailed reports and presentations.
Activity Aide
Prarie Manor Nursing Home
08.2017 - 04.2019
- Lead residents in group activities
- Ensure the safety of residents when performing activities & exercises
- Assist in planning programs for patients to help provide socialization & fun
- Enhanced resident engagement by organizing and leading daily activities tailored to their interests and abilities.
- Promoted mental stimulation for residents with memory-focused activities such as puzzles and trivia contests.
- Supported physical wellbeing of residents by assisting with exercise programs and encouraging participation in activities.
- Assisted in maintaining a safe and clean environment, ensuring all activity areas were organized and properly equipped for scheduled events.
- Enriched residents'' cultural experiences by incorporating diverse music, food, and traditions into activity offerings.
- Reported hazardous conditions to supervisor or nurse to maximize safety and well-being of residents.
- Documented daily activities and intake in nursing notes, care plans and communication books to fulfill state requirements.
- Advocated for resident needs during interdisciplinary meetings, ensuring the provision of appropriate resources and support to maximize participation in desired activities.
- Empowered residents in decision-making processes by involving them in planning committees or soliciting feedback on preferred programs or events.
- Fostered strong relationships between staff, residents, and family members through effective communication regarding activity schedules and updates on resident involvement.
Shift Manager
McDonald’s
09.2014 - 08.2017
- Displayed leadership by training staff, providing them feedback & resolving conflicts
- Assigned team members with tasks to be completed each shift
- Showed outstanding customer service by resolving issues to ensure customer satisfaction
- Took orders & prepared food as needed
- Ensured safety standards were maintained in the kitchen
- Made sure cash balanced in registers at the end of the shift
- Trained new employees on company policies, procedures, and job responsibilities, ensuring seamless integration into the team.
- Handled escalated customer issues effectively, demonstrating strong problem-solving skills while upholding company values and standards.
- Coached crew members to optimize performance and motivate toward more efficient work.
- Adhered to company standards and compliance requirements for operations and cleanliness of areas.
- Ensured strict adherence to safety guidelines, reducing workplace accidents and incidents significantly over time.
- Maximized profitability by monitoring labor costs closely, optimizing staff deployment based on expected customer traffic patterns.
Crew Member
McDonald’s
07.2013 - 09.2014
- Displayed friendly & courteous customer service at counter & drive-thru
- Ensured customers’ orders were correct & served in a timely fashion
- Handled & counted money accurately
- Collaborated with the team to meet all goals set during the shift
- Worked front counter, drive-thru and other areas.
- Took orders, prepared meals, and collected payments.
- Worked well with teammates and accepted coaching from management team.
- Demonstrated strong multitasking abilities, handling multiple orders simultaneously without compromising quality or efficiency.
- Provided excellent customer service by greeting customers and meeting quality expectations.
- Cleaned and maintained all areas of restaurant to promote clean image.
- Became familiar with products to answer questions and make suggestions.
- Addressed guest needs, questions, or concerns to create optimum experience onboard.
- Assisted in reducing wait times by efficiently managing customer queues during peak hours.
- Ensured proper food storage protocols were followed, contributing to improved food safety measures within the establishment.
Education
No Degree - Theatre & Performance Studies
Governors State University
University Park, IL.05-2015
H.S. Diploma -
Rich East High School
Park Forest, IL05.2014
Skills
- Typing 60 wpm
- Attention to detail
- Team collaboration
- Exceptional creativity
- Verbal and written communication
- Data entry
- Conflict resolution
- Patient & attentive
- Fast learner
- Time management
- Computer skills
- Problem-solving
Accomplishments
- Managed a project to implement a new client onboarding system, resulting in a 20% reduction in processing time and a 10% increase in client satisfaction scores.
- Supervised team of 30 staff members.
- Resolved product issue through consumer testing.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Achieved calendars being produces as well as CarePlans by introducing Microsoft Word and Excel for tasks.
- Secured three major new clients, resulting in a 20% increase in revenue and 15% increase in market share.
Certification
- Licensed Bartender - 2022
Languages
English
Full Professional
Timeline
Customer Service Representative
Liberty Mutual Insurance
11.2023 - 07.2025
Head Bartender
BR Bar and Steakhouse
10.2022 - 08.2025
Asst. Director of Recreational Services
Prairie Manor Rehab & Healthcare
04.2019 - Current
Activity Aide
Prarie Manor Nursing Home
08.2017 - 04.2019
Shift Manager
McDonald’s
09.2014 - 08.2017
Crew Member
McDonald’s
07.2013 - 09.2014
No Degree - Theatre & Performance Studies
Governors State University
H.S. Diploma -
Rich East High School
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