Customer Service Manager

KATLIN ADDESSI

Phone: 347-***-**** *** Marine Ave, Brooklyn, NY 11209 acqo53@r.postjobfree.com

SUMMARY

Action oriented and results driven professional seeking a position with a growing company where my skill set and abilities will be challenged while continuously learning and developing.

EXPERIENCE

5/2014 - Present: Kemble Inn & Table Six Restaurant Event Manager / Server Captain / Reception

Acted as liaison with clients of Table Six Restaurant to ensure the flawless execution of contracted food & beverage events

Negotiated contracts with vendors for supplies/rentals

Worked with executive chef to deliver custom, creative and inspiring menus for all celebrations

Developed communication system for event management to ensure 100% transparency throughout the organization regarding event planning

Coordinated & scheduled service staff, event timelines and execution plan

Assisted in the setup of the point of sale software, including inventory module as well as the pricing and markup of liquor

Lead a team of 6-8 servers, 4-6 bussers & food runner during periods of high volume generating daily revenue of over $10,000.00.

Accountable to provide team with the training & skills necessary to execute exemplary service to our guests while maintaining a comfortable and clean environment.

Worked one on one with guests handling all Guest Service tasks including but not limited to; Check-in/Check-out, Reservations, Room Service, Booking Activities, Answering Phones, Housekeeping, Etc.

Room inspections - perform deep-cleaning inspections, prepare work orders and conduct daily operations. Obtains list of rooms to be cleaned immediately and list of prospective check-outs or discharges to prepare work assignments.

7/2011 - 5/2014: New Amsterdam Coffee & Tea LLC

Multi Unit General Manager (Promoted)

Responsible for managing a positive environment which provides fast, efficient, and friendly service ensuring a total quality experience for both our customers and team members.

Ensure that all company drink recipes and procedures are followed, maintaining the highest quality and consistent product standards.

Provide guidance and actively lead by example for team members.

Guarantee the highest level of customer service possible by consistent coaching, counseling and holding accountable, team members of NACT.

Respond proactively to prevent customer service situations, while investigating and resolving customer incidents, with appropriate documentation.

Recruiting, hiring, performance managing and scheduling of a team of 12 - 15 baristas, shift supervisors across 2 locations.

Establish effective and positive communication amongst all team members actively utilizing all training programs in order to develop leaders and key talent in the organization.

Continually develop interesting and out of the box solutions for marketing of two NYC locations.

Reported weekly financials to corporate while analyzing trends in sales and product mix to appropriately provide the highest levels of customer service, while keeping a cost conscious mindset.

Created sales plans and daily and weekly goals to keep team members motivated and results driven.

4/2010 - 7/2011: Le Pain Quotidien

Shift Supervisor / Certified Trainer

Anticipated customer and store needs by consistently evaluating environment and customers for cues.

Maintained composure during periods of high volume and uncertainty to keep store operating to standard and to set a positive example for the team.

Assisted with new barista training by positively reinforcing successful performance and giving respectful coaching as needed.

Contributed to a positive team environment by recognizing alarms or changes in team member morale and performance and communicating them to the manager.

Deliver highest level of customer service to all customers by placing the needs of the customer first.

Followed LPQ's operational policies and procedures, including those for cash handling and safety and security each shift.

Accountable for daily operation and management of shift team, while ensuring a clean and comfortable environment for guests and team members.

EDUCATION

9/2004 - 6/2007: Brookdale Community College Lincroft, NJ Primary Education

10/2009 - 12/2009: Authentic Bartending School Eatontown, NJ Mixology, Customer Service, Beverage Control, Bar Management SKILLS

QuickBooks, Microsoft Office ( Excel, PowerPoint, Word), POS Systems (Using & Programming- Micros, Aloha, Digital Dinning, Leebros POS & Revel), ADP, InnRoad

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