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| Desired Industry: Customer Service/Technical Support |
SpiderID: 19120 |
| Desired Job Location: Pasadena, Maryland |
Date Posted: 2/18/2008 |
| Type of Position: Full-Time Permanent |
Availability Date: 04/15/2008 |
| Desired Wage: 42k |
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U.S. Work Authorization: Yes |
| Job Level: Management (Manager, Director) |
Willing to Travel: Yes, More Than 75% |
| Highest Degree Attained: High School/Equivalent |
Willing to Relocate: No |
Objective:
To obtain a Customer Service Management position.
Experience:
Professional Skills
Management
o 19 years of Restaurant Management experience
o 5 years of Call Center Management experience
o Successfully interviewed, hired, trained and managed both small and large groups.
o Skilled at conducting one-on-one employee meetings and conducting monthly and yearly written reviews.
o Insight to forecast upcoming needs, and planning staffing, budget, and follow through.
Customer Service
o Proven ability to perform superior Customer Service.
o Inbound and Outbound Sales experience and training.
o Professionally trained in the art of listening.
Training
o Conducted multiple trainings for Customer Service Representatives in a classroom setting.
o Adept at developing Job Aids to utilize as an on-the-job learning tool.
Professional Experience
2005 2007 | Manager
Gibson Island Club | 534 Broadwater Way - Gibson Island, MD 21056
Interview and select staff, and manage and forecast for appropriate events
Ensure all equipment and work environments are operational and safe
Responsible for imparting knowledge skills and training to all bar staff & wait staff
Ensure appropriate stock levels are maintained
Maintain costs to establishment standards, by controlling shortages and conducting accurate inventories
Set and maintain standards for food safety in all areas
Communicate with and support kitchen and wait staff
Follow establishment policies and procedures
Undertake staff appraisals and disciplinary action when required
Accomplishments:
Installed Ticket Printers at each bar. This tool is very important in controlling internal shrinkage, as well as a training tool for all staff.
Re-organized all bars to make servicing clients much easier, and more bartender friendly.
Wrote a spreadsheet formula that helped speed up the monthly inventory reporting process. This tool also made the report more accurate which helped control costs.
Developed a job aid for ordering. Again, used for controlling costs.
Developed job aids for special events, (on and off campus) that outlined each job function and included a timeline (such as weddings, and holiday parties, club events)
Developed a Bar Book which was utilized to keep all Bar Staff updated on laws, scheduling changes/requests and club standards of conformity.
2003 2005 | Manager
Chartwell Golf & Country Club | 1 Chartwell Drive Severna Park, MD 21146
Interview, hire and train selected staff
Manage and forecast for appropriate events
Ensure all equipment and work environments are operational and safe
Responsible for imparting knowledge skills and training to all bar staff & wait staff
Ensure appropriate stock levels are maintained
Maintain costs to establishment standards, by controlling shortages and conducting accurate inventories
Set and maintain standards for food safety in all areas
Communicate with and support kitchen and wait staff
Follow establishment policies and procedures
Accomplishments:
Re-organized all bars to make servicing clients much easier, and more bartender friendly.
I started out as a Banquet Bartender, and was promoted to Bar Manager in 3 months.
Developed a job aid for ordering. Again, used for controlling costs.
Developed job aids for special events, that outlined each job function and included a timeline
Developed a Bar Book, used to keep all Bar Staff updated on laws, scheduling changes/requests, and all around conformity.
2000 2003 | Maternity Leave
1995 2000 | Operations Manager
TeleSpectrum Worldwide, Inc. | Admiral Cochran Blvd Annapolis, MD 21401
Analyze performance results and implement department improvements.
Forecast upcoming organizational needs and implement strategies in a proactive manner.
Analyze and maintain all Client Service Level Agreements.
Maintain understanding of client specific training. Conducting refresher trainings.
Resolve escalated customer complaints.
Determine appropriate staff-mg levels and implement strategies to ensure the efficient operation of the department.
Work with support departments to ensure staffing strategies are effectively executed.
Support the data collection for billing process for both billable and non-billable hours.
Responsible for selecting, training, developing, and managing performance of professional and non-exempt direct reports; providing prompt and objective coaching and counseling; and coordinating, planning, and assigning work for staff in accordance with the organizations policies and applicable legal requirements.
Accomplishments:
Hired as a Customer Service Representative. I worked through the ranks to Supervisor, then Operations Manager.
Supervisor of the Year Annapolis 1997
Supervisor of the Year Woodlawn 1998
Created an Emergency Maintenance Manual. This book had emergency situations outlined, emergency phone numbers and chain of command phone numbers, emergency evacuation exit plans. This book was implemented in all TeleSpectrum Call Centers.
Education:
Education/Professional Training
1989 | Computer Science Anne Arundel Community College
Proficient in Microsoft Office
1992 | Mixology Bartending Academy of Maryland
Educated in safe food and beverage preparation and presentation
o Trained by Bristol-Myers Over-The-Counter Division on HIPPA laws, and how to delicately handle personal inquiries with caring professionalism.
o Formal e-mail etiquette training directly from Kodak.
Affiliations:
Country Club Manager Association
Skills:
Management
o 19 years of Restaurant Management experience
o 5 years of Call Center Management experience
o Successfully interviewed, hired, trained and managed both small and large groups.
o Skilled at conducting one-on-one employee meetings and conducting monthly and yearly written reviews.
o Insight to forecast upcoming needs, and planning staffing, budget, and follow through.
Customer Service
o Proven ability to perform superior Customer Service.
o Inbound and Outbound Sales experience and training.
o Professionally trained in the art of listening.
Training
o Conducted multiple trainings for Customer Service Representatives in a classroom setting.
o Adept at developing Job Aids to utilize as an on-the-job learning tool.
Reference:
Robert Starks 443-889-4217
Kristen Shedd 410-863-5960
Candidate Contact Information:
This candidate has chosen not to make contact information available on this page.
Click "Contact Candidate" to send this candidate a response. |
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