Manager Customer Service
Resume:
SUMMARY:
Dedicated professional seeking new opportunities that can expand my strengths in developing tools that support client and peer business functions.
HIGHLIGHTS:
Sharp problem solver
Adaptive team player
System improvements
Resourcefulness
Computer proficiency
Ability to handle fast-paced environment
Cash handling
Reliable, punctual and committed to customer service
EXPERIENCE:
Conference & Catering Manager
Sep 2007 – Dec 2015
Bank of America-Merrill Lynch, Pennington, NJ
Compass Apr 2010 – Dec 2015
Sodexo Sep 2007 – Apr 2010
Received, processed and executed catering and meeting requests
Scheduled and directed catering staff in daily work assignments to maximize productivity
Counseled and disciplined staff when necessary
Worked closely with the chef and cooks to determine menu plans for special events
Adjusted to changing client business needs and budget limitations to maintain and strengthen event planning partnerships
Managed accounts payable, accounts receivable and payroll
Managed 18% growth in catering and conference center revenue from 2014 to 2015
Assisted multiple general and district managers with various financial functions
Provide support and supplied feedback for café operative situations from staffing needs to marketing ideas
Effectively managed dual management roles for 3 months while retail café manager was out on maternity leave
Supported and partnered with Bank of America Merrill Lynch Community Volunteers network group in onsite and off-site catering events for NJ HomeFront.
Executed a campus wide employee satisfaction event for 3200 people serving an outdoor boxed lunch tied to a large technology & information expo.
Played an integral part in Hurricane Sandy relief efforts at Bank of America Merrill Lynch by:
oAssisting in the coordination and receiving of truckloads of emergency relief supplies as part of a centralized hub.
oSuccessfully kept services running out of the main café for anyone who was able to get onsite in the days immediately following the hurricane.
Food Service Office Manager
Sep 2006 – Sep 2007
Sodexo @ sanofi-aventis, Bridgewater, NJ
Perform daily operation tasks of corporate café location with a building population of 2000
oResponsible for all cash management activities
oEducate and mentor employees into new job roles & responsibilities
oProcess data into food cost / budgeting system
oResponsive to customer needs & maintain front of the house expectations
oMerchandize café to keep fresh appearance
Supported the opening of 4 new locations
Conference Services Manager
Oct 2003 – Sept 2006
Sodexo @Schering Plough, Kenilworth, NJ
Managed catering and conference room reservation via computer applications
Successfully acquired global conference rooms into our reservation system and implemented a global video conference room booking system.
Trained unit managers on back of house system operations
Trained customers on front end website functionality
Supported account client with vendor invoice payment process and filing system.
Provided coverage of café unit mangers and office manager
EXPERIENCE CONT:
Assistant Café Manager
Mar 2003 – Oct 2003
Sodexo @ Schering Plough, Kenilworth, NJ
Assisted unit manager with daily operations of corporate café location with a building population of 1600.
Managed A/R & A/P practices
Oversee catering production and execution for daily functions
Maintain and instruct safety and sanitation throughout the unit
Complete and update client reports
Trained and mentored 27 full time employees.
Responsible for overall cash management duties; initiated cash register project for a multi-unit facility (21 registers).
Promoted better cash controls by changing the registers from a single tier system to a two tier system.
Hourly Associate – Manager in Training
Jun 1998 – Mar 2003
Sodexo @ Merck Whitehouse, Whitehouse Station, NJ
Acting Assistant Director of Dining Services – January 2003 – March 2003
Oversaw cafeteria operations
Managed Bakery Specialty Shop
Oversaw and log all maintenance of kitchen equipment
Assist the manager in any projects for the unit
Lead Catering Coordinator / Assistant to Catering Manager
Handle all high level reservations
Coordinate all levels of service (food prep, delivery, audio/video, room set up needs)
Maintain special event calendar for site services communication
Provided support for the Catering Manager in all aspects of the catering division
Front End Supervisor at Satellite Location
Handled all aspects of catering service (deliveries, pick ups, billing)
Supported e-café cashier and company store cashier as needed
Communicated supply ordering needs to chef and café manager
Maintained superior customer relations with executive level client
Catering Coordinator
Completed reservation requests from customer phone calls and emails
Processed confirmations for all reservations, new and updated
Communicated with servers and kitchen staff as needed
Executive Conference & Dining Server
Provided upscale food service to executive level at corporate world head quarters
Serviced and maintained executive pantries
Trained new general servers and specialty shop service clerks
Covered the Conference & Dining Supervisor
General Conference & Dining Server
Serviced coffee room pantries
Delivered and maintained standard refreshments to conference rooms
Maintained department supplies and cleanliness
Cross-trained as a cashier, frontline server and specialty shop service clerk
COMPUTER SKILLS:
Proficient in MS Outlook, MS Word, MS Excel, MS PowerPoint, EMS Workplace 7.0, EventMaster, NetCatering, Datacraft Hospitality Suite
CERTIFICATIONS:
ServSafe Manager, Alcohol ServSafe, Culinary Arts, Preventing Workplace Harrassment,
NJ Wage & Hour
REFERENCES:
Marlene Hines
https://www.linkedin.com/in/marlene-hines-1a45767
Jeanne Tanis
https://www.linkedin.com/in/jeannetanis
Len Gliwa
https://www.linkedin.com/in/gliwa-len-812a9a40
Wendy Blau
https://www.linkedin.com/in/wendy-blau-494249a
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