EMILY MATTISON
Phoenix,Arizona
Summary
Client-focused professional with 12+ years of experience in hospitality, education, and service-driven roles. Known for building strong client relationships, resolving issues with empathy, and delivering exceptional service that drives loyalty. Skilled in onboarding, account management, conflict resolution, and cross functional collaboration. Averaged 22-25% in tips while serving 30-70 guests per night, consistently generating $2,000+ in nightly sales. Ranked in the top 5% of employees company-wide for the lowest number of customer comps, reflecting precision, efficiency, and customer satisfaction. Proven ability to create memorable customer experiences and exceed performance targets. Ready to bring strategic thinking, proactive communication, and a client-first mindset to a CSM role.
Overview
7
7
years of professional experience
Work History
Server lead
Chelsea's Kitchen
10.2020 - 05.2025
- Led onboarding processes for new employees, ensuring smooth transitions, and clear expectations
- Upsold and cross-matched products based on client needs and wants, increasing revenue while enhancing customer satisfaction.
- Collaborated with cross-functional teams to resolve issues, improve workflows, and enhance client experience.
- Trained and mentored team members on client communication best practices.
- Managed client relationships in fast-paced hospitality environments, consistently delivering personalized service that exceeds expectations.
- Handled client concerns with empathy and efficiency, turning challenging situations into long-term loyalty opportunities.
Server/ Bartender
Boondocks Patio & Grill
08.2018 - 03.2020
- Streamlined beverage preparation processes, resulting in improved team collaboration and a more enjoyable guest experience.
- Curated a welcoming and enjoyable guest experience through attentive service and friendly engagement
- Maintained a clean and organized bar area during peak service hours
- Utilized POS systems to input orders, process payments, and ensure accurate cash handling and reporting
- Prioritized speed and accuracy while minimizing waste and maximizing product usage
Education
TEFL -
International TEFL Academy
01.2024
Southwest Institute of Natural Aesthetics - undefined
Southwest Institute of Natural Aesthetics
Tempe, AZ01.2019
University of Arizona - undefined
University of Arizona
Tucson, AZ01.2016
Skills
- Account Retention & Growth
- Communication (Written & Verbal)
- Customer Journey Optimization
- Data-Driven achievements
- Problem Solving & Conflict Resolution
- Relationship Management
- Staff Onboarding & Support
- Team Collaboration & Training
- Upselling
Timeline
Server lead
Chelsea's Kitchen
10.2020 - 05.2025
Server/ Bartender
Boondocks Patio & Grill
08.2018 - 03.2020
Southwest Institute of Natural Aesthetics - undefined
Southwest Institute of Natural Aesthetics
University of Arizona - undefined
University of Arizona
TEFL -
International TEFL Academy
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