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Click here or scroll down to respond to this candidateCandidate's Name
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SummaryCustomer Service: Strong customer service skills with proficiency in leadership and office management. Proven history of self-motivation and an eagerness to take on new responsibilities. Able to work independently or as a team without direct supervision. Extensive knowledge and experience in the customer service field. Dedicated and hardworking, with a drive to produce results. Computer knowledge (word, excel, power point, and access). Well-coordinated and responsible leader with a methodical and detail-oriented nature and in-depth knowledge of safety protocols and retail operations standards. Seasoned manager successful at assessing most effective recruiting, scheduling and profitable daily operations of a busy Million dollar travel center. Bringing more than 15 years of experience to this role with long-term potential. Multi-level training and development for various retail and customer service skills offering knowledge and a driven talent to provide excellent customer relation experience and expertise gained through over 20 years of guest relations successful contributions. Motivating leader with a history of building and managing numerous teams. Proficient at identifying problem issues and integrating sound solutions to achieve optimal results for both the guest as well as the company. Strong relationship builder works well with stakeholders and corporate teams. I have the ability to learn all aspects of a Packer/Inspector for Kings Bay Naval Submarine Base, Trident Refit Facility. Skill to learn and support Submarine maintenance and overhaul. Ability to package a wide variety of items to be shipped, stored and delivered to include but not limited to sensitive, fragile, classified, hazardous, arms, ammunition and explosive materials. Always a can do attitude to accomplish the task at hand.SkillsScheduling proficiencyService improvementsComplaint logging and resolutionEvent supportTraining and mentoringSalesReportingInventory managementRelationship BuildingData AnalysisTeam managementAdministrative supportPlanning and coordinationOrganizationSupervisory skillsBusiness operationsCustomer serviceTraining and developmentTeam buildingProblem resolutionOperations managementNeeds assessmentScanning and copyingProfessional and matureBilling and invoicingTranscribing correspondenceDocument editingMS OfficeCommunicationsData managementLoss preventionStockroom proceduresReport creationProduct organizationMaterials transportReport generationDependable and reliableRestaurant operations managementHiring and trainingBrand standards promotionStaff development talentProven sales recordLabor and food cost controlCustomer-orientedEmployee recruitment expertiseInfluencing and persuasiveStable work historyAdaptableQuality ControlExperiencePilot Travel Centers LLC Saint Marys, GAGuest Service Manager05/2017 - CurrentDeveloped and implemented employee reward and engagement programs to maximize job satisfaction.Conducted performance evaluations to check associates' performance and compliance with policies.Trained and mentored specialists in the application of soft skills, guest recovery strategies and performance optimization techniques.Mentored all new employees, demonstrating best methods for servicing clients and guests.Quality control coordination tasks required to ensure the quality of products and services resulting from the work performed.Handled guest complaints in a most effective manner possible and offered complimentary services for hardship cases.Provided weekly and end-of-month audits of the resort to upper management as required.Handled all delegated tasks, including recruiting staff, scheduling, cash management, ordering, working deliveries and stocking, and managing the daily operation of a large and busy truck stop.Ensure organizational priorities, including production schedules of shipping and receiving while ensuring inspections are conducted within policy.Extensive knowledge of material receipt, handling and storage.Execute research as necessary to specifically determine the hazardous nature of work environment to include identifying physical or chemical hazards.Ability to inspect incoming and outgoing vehicles whether loaded with or to be loaded with hazardous materials, ammunition and explosives.Package a wide variety of item for shipment and storage in accordance with directives, regulations, and specific DOT requirements and the code of federal regulations title 49.Perform related duties including quality control coordination tasks required to ensure quality of products and services resulting from work performed.Wendy's Hilliard, FLGeneral Manager08/2014 - 02/2017Strengthened employee performance ratings and trained staff on system efficiencies while supervising 15-25 crew members, delivering optimal productivity.Championed 100% guest satisfaction by providing excellent dining experience.Collaborated with trainees to bolster understanding of project management, safety and inventory waste to meet pre-established business thresholds for operation.Maximized team performance by training new employees on proper food handling, guest expectations and restaurant protocols.Developed and maintained exceptional customer service standards.Optimized profits by controlling food, beverage and labor costs daily.Counseled and disciplined staff, addressing issues promptly and providing constructive feedback.Updated computer systems with new pricing and daily food specials.Performed restaurant walk-throughs to gauge timeliness and excellent service quality.Minimized loss and misuse of equipment through proper restaurant supervision and staff training.Assigned tasks and oversaw employees to ensure compliance with food safety procedures and quality control guidelines.Efficiently resolved problems or concerns to satisfaction of all involved parties.Exhibited thorough knowledge of foods, beverages, supervisory duties, service techniques and guest interactions.Scheduled and directed staff in daily work assignments to maximize productivity.Collaborated with management trainees to document and resolve potential customer concerns to drive brand satisfaction and loyalty.Conducted daily pre-shift and weekly departmental meetings to ensure organizational efficiency.Consistently maintained high levels of cleanliness, organization, storage, and sanitation of food and beverage products to ensure quality.Trained workers in food preparation, money handling and cleaning roles to facilitate restaurant operations.Maintained cleanliness and sanitation across all food service, storage, and preparation stations.Coached team members on food safety and sanitation processes, customer service, menu education and up-selling techniques to drive revenue.MOR PPM INC Jacksonville, FLField Clerk/Office Manager03/2008 - 06/2015Distributed company correspondence, including memos and updates to reinforce and apprise departments and divisions of corporate objectives and developments.Monitored financial bookkeeping for accuracy and compliance, resolving identified discrepancies.Automated office operations, managing client correspondence, payment scheduling, record tracking and data communications.Optimized personnel coverage, preparing work schedules based on staff availability and forecasted demands.Automated office operations, managing client correspondence, record tracking and data communications in database and provided a daily spreadsheet to the customer with the scope of work, work hours, and completion of 165 men.Liaised with customers, addressed inquiries, handled meeting requests and answer billing questions to provide outstanding customer care.Managed daily operations within the field office by supporting continuous delivery of excellent services and care.Monitored office inventory to maintain adequate supply levels and order products.Yates & Sons Construction Jacksonville, Ste, FLFire Watch/Hole Watch and Tool Room Attendant10/2005 - 04/2008Received, stored and issued items such as dies, gauges and fixtures.Repaired tools and improved tooling performance with skilled use of shop grinders and other tools.Controlled tools inventory and ordered new supplies to meet expected demand, replacing broken or outdated tooling.Maintained storage lists, files and logs for effective control of hand tools, welding machines and generators.Organized and maintained index location of tools for retrieval by various shops and applied Six Sigma methods to achieve improvements.Bent, lifted, opened, and moved construction products and welding leads weighing up to 75 pounds.Identified safety hazards and notified management to determine proper resolution of issues.Monitored areas when welders were working and where other heat-related tasks were occurring.Used various communication devices, including cell phones and two-way radios to make contact with the work crew.Worked closely with the customer and project manager to design effective construction schedules, maintaining customer satisfaction and meeting deadlines.Knowledge of vehicle mechanics, compatibility tables for explosives and hazardous materials if necessary and associated dangers of the items being handles.Maintain familiarity with directives and perform necessary research to acquire preservation, cushioning, moisture control, electrostatic discharge wraps for unique, medical, optical, sensitive or hazardous materials daily.Efficiently operated gas monitoring equipment to access the atmosphere conditions to manage safety.Decreased safety accidents by closely monitoring coworkers in a confined space work area.Met company and OSHA safety guidelines for work site operations to minimize worker risk to include wearing proper PPE, Safety Equipment and other devices to prevent harm or damage to skin, liver, nervous system or respiratory tract.Friendly Express St. Mary's, Folkston, GAGeneral Manager09/2002 - 05/2005Planned and prepared workflow schedules, delegating tasks for 10-member team.Improved efficiency and productivity by implementing organization systems for financial reports, schedules and inventory control.Analyzed trends, identifying consumer demand and forecasting seasonal trends to streamline operations.Mentored staff to enhance skills and achieve daily targets, using hands-on and motivational leadership.Organized schedules, workflows and shift coverage to meet expected business demands.Initiated inventory control measures to manage and replenish stock, maintain cost levels and meet customer demand.Completed inventory audits to identify losses and project demand.Reviewed sales reports to enhance sales performance and improve inventory management accuracy.Movie Gallery Folkston, GASr. Customer Service Representative06/2001 - 06/2002Traveled to customer locations to resolve on-site issues and promote loyalty.Assisted customers by answering questions, addressing concerns and providing current account information.Managed processing, scheduling and execution of customer purchase orders.Educated customers about products, pricing and policies to address and resolve issues.Memorized company products and services to answer customer questions quickly and capitalize on upsell opportunities.Education and TrainingCoastal Community College Brunswick, GAG. E. D2008Activities and HonorsOSHA 10 Hr certificationNCCER 10 Hr certificationServsafe certificationLeadership trainingTeam building trainingReferencesReferences available upon request |
