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.
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
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