KAREN ANZALDUA
Nashville
Summary
Enthusiastic individual with strong leaderships skills. Passionate for growth, Bilingual self-starter with a broad customer service background. Skilled in developing relationships and providing exceptional individualized service.
Overview
12
12
years of professional experience
Work History
Training Specialist
Ryman Hospitality Properties Inc.
Nashville, TN
10.2022 - Current
- Developed training handbooks, computer tutorials and reference materials.
- Led Company Orientation for all company new hires.
- Assessed additional needs based on training progress and collaborated with management to meet requirements.
- Spearheaded updates to existing training materials to maintain relevance with industry best practices and evolving organizational needs.
- Promoted a culture of continuous improvement by conducting regular follow-ups with trainees post-training sessions.
- Assisted in analyzing and assessing training and development needs for organizations, departments and individuals.
- Supported the professional development of fellow trainers by providing constructive feedback and sharing insights on effective teaching methodologies.
- Streamlined onboarding process for new hires, resulting in reduced time to productivity.
- Developed customized training materials including presentations, job aids, and facilitator guides for effective knowledge transfer.
- Increased employee retention through engaging and relevant training sessions tailored to individual needs.
- Coordinated administrative functions necessary to deliver and document training programs.
- Prepared videos for online and remote instruction.
- Designed interactive e-learning modules for remote employees, expanding access to training resources and fostering a culture of continuous learning.
- Designed and facilitated training courses, aligning new learning development and solutions to organization's strategic goals, mission and vision.
- Verified proper tracking in newly created databases of students and instructors leaves, attendance, scores and overall performance.
- Partnered with external vendors to source specialized training content when necessary while ensuring cost-effective solutions were achieved.
- Scheduled and coordinated training sessions, including booking facilities and arranging catering.
- Designed training materials on RISE and delivered web-based, via our LMS, FLX.
Server/ Food and Beverage Trainer
Ole Red Orlando
06.2020 - 10.2022
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Cultivated warm relationships with regular customers.
- Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
- Enhanced customer satisfaction by promptly attending to their needs and providing personalized service.
- Maintained a clean and orderly dining area for an enjoyable guest experience.
- Provided attentive service during high-volume periods without sacrificing attention to detail or guest rapport.
- Bussed and reset tables to keep dining room and work areas clean.
- Addressed customer complaints or concerns professionally, ensuring swift resolution and maintaining positive relationships.
- Assisted in training new hires, providing guidance on restaurant standards and best practices.
- Handled cash transactions accurately, contributing to balanced daily financial reports.
- Set positive tone for entire dining experience as first point of contact for incoming guests.
- Supported colleagues during peak hours, fostering a collaborative work environment that enhanced overall productivity levels.
- Followed health and safety protocols crucial for maintaining safe and sanitary environments for customers and staff.
- Increased sales with upselling techniques and thorough knowledge of menu items, specials, and promotions.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Used slow periods to restock supplies, ice, trays, and delivery bags.
- Adhered to proper food handling procedures and safety guidelines for the well-being of guests and team members alike.
Server
Hilton Orlando
09.2018 - 05.2020
- Prepare room for dining by clothing tables and setting decorations, condiments, candles, napkins, service plates and utensils
- Protect establishment and patrons by adhering to sanitation, safety and alcohol beverage control policies
- Help patrons select food and beverages by presenting menu; offering cocktails; suggesting courses; explaining the chef's specialties; identifying appropriate wines; answering food preparation questions
- Stay updated on current menu choices, specialties and menu deviations, knowing if the kitchen staff is running out of any items, etc
- Transmit orders to bar and kitchen by recording patrons' choices; identifying patrons' special dietary needs and special requests
- Keep kitchen staff informed by noting timing of meal progression
- Serve orders by picking up and delivering patrons' choices from bar and kitchen; deliver accompaniments and condiments from service bars
- Respond to additional patron requirements by inquiring of needs; observing dining process
- Maintain table setting by removing courses as completed; replenishing utensils; refilling water glasses; being alert to patron spills or other special needs
- Properly open and pour wine at the tableside
- Conclude dining experience by acknowledging choice of restaurant; inviting patrons to return
- Obtain revenues by totaling charges; issuing bill; accepting payment; delivering bill and payment to host; returning change or credit card and signature slip to patrons
- Contribute to team effort by accomplishing related results as needed.
Lead Teacher/School Opener
The Learning Center
08.2015 - 01.2018
- Plan, prepare and deliver instructional activities that facilitate active learning experiences
- Establish and communicate clear objectives for all learning activities
- Prepare classroom for class activities
- Provide a variety of learning materials and resources for use in educational activities
- Identify and select different instructional resources and methods to meet students' varying needs
- Instruct and monitor students in the use of learning materials and equipment
- Observe and evaluate student's performance and development
- Assign and grade class work, homework, tests and assignments
- Provide appropriate feedback on work
- Encourage and monitor the progress of individual students
- Maintain accurate and complete records of students' progress and development
- Update all necessary records accurately and completely as required by law, district policies and school regulations
- Prepare required reports on students and activities
- Manage student behavior in the classroom by establishing and enforcing rules and procedures
- Maintain discipline in accordance with the rules and disciplinary systems of the school
- Apply appropriate disciplinary measures where necessary.
Main Entrance Operations, Guest Services, Main Street USA. Attractions, Animal Kingdom/Trainer
Walt Disney Company
02.2012 - 10.2017
- Cross-trained and provided back-up for other customer service representatives when needed
- Interacted with customers and retail buyers to follow-up on shipping statuses and expedited orders
- Worked Turnstiles, Guest Services, and Cashier
- Greeted guests with smiles
- Heavy Guest interactions
- Worked with angry guests and provided great customer service
- Provided daily support with bilingual Spanish/English customer service
- Maintained cleanliness and presentation of stock room and production floor
- Assisted customers with store and product complaints
- Assisted customers in person and via telephone
- Earned management trust by serving as key holder, responsibly opening and closing store
- Stocked and rotated inventory regularly
- Performed store opening duties, including counting cash drawers and checking all equipment for proper functioning
- Guaranteed positive customer experiences and resolved all customer complaints
- Built long-term customer relationships and advised customers on purchases and promotions
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Maintained positive attitude to make customer's shopping experiences memorable and pleasant.
- Mentored new hires, resulting in stronger staff development and increased productivity.
Education
Bachelor of Arts -
University of Central Florida
05.2025
Associates Degree -
Valencia College
Orlando, Florida01.2020
Skills
- Learning Management Systems
- Friendly, Positive Attitude
- Flexible and Adaptable
- E-Learning Platforms
- Training Program Development
- Training Program Design
- Customer Service
- Adobe Photoshop
Languages
Spanish
Native or Bilingual
Timeline
Training Specialist
Ryman Hospitality Properties Inc.
10.2022 - Current
Server/ Food and Beverage Trainer
Ole Red Orlando
06.2020 - 10.2022
Server
Hilton Orlando
09.2018 - 05.2020
Lead Teacher/School Opener
The Learning Center
08.2015 - 01.2018
Main Entrance Operations, Guest Services, Main Street USA. Attractions, Animal Kingdom/Trainer
Walt Disney Company
02.2012 - 10.2017
Bachelor of Arts -
University of Central Florida
Associates Degree -
Valencia College