Customer Service Manager

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Joni Geralyn Kienle

**** ***** ***** **. **** . Hernando, MS 38632 . 731-***-****

Professional Experience

Food & Beverage Manager

Fitzgerald's Casino - Robinsonville, MS

(2010 - present)

. Manages all Food and Beverage venues effectively by directly coaching

and developing all salary supervisors and hourly team members.

Operations include all banquet functions, room service & amenity

programs, outside property sales, buffet, steakhouse, snack Bar, and

beverage operations on the casino floor.

. Maintains a constant awareness of safety and accident prevention.

Maintains records required by law or policy.

. Develops proposals and solutions to increase revenue and

profitability. Conducts research on all budgetary issues.

. Develops training programs so every team member exceeds guest service

and expectations.

. Schedules and coordinates meetings, appointments, events, and contacts

vendors.

. Manages with a high level of confidentiality.

Supervisor

Paula Deen Buffet - Robinsonville, MS (2010)

. Directly responsible for a staff of over 50 employees that are managed

under Union guidelines.

. Operations include a 520 seat buffet that offers southern style food

that's created by world know Chef Paula Deen.

. Coordinated all banquet functions in the 250 seat party room. This

included wedding parties, bridal showers, family reunions, and

corporate functions.

Beverage Supervisor & Administrative Assistant

Harrah's - Robinsonville, MS (2006 - 2010)

. Supervised a staff of over 150 employees that are managed under Union

guidelines.

. Operations included casino service bars, Sphere bar, Harrah's 2,500

seat event venue and the VIP lounge.

. Ensured that all VIP's and celebrities were given proper attention

before and after events. Coordinated top scale concerts including

Lynard Skynard, Snoop Dog, Melissa Ethridge, MMA Cage Fights, Rob

Thomas, etc.

. Responsibilities included all administrative duties including

purchasing, payroll, and inventory control. Also, responsible for the

departmental checkbook and maintaining the allowed budget for the

department.

. Achievements include: renovations of the VIP bar and Sphere bar,

created a

. Implemented Kaizen within the department and improving quarterly

customer service scores and increasing revenues.

Corporate Trainer and Bartender

Chili's Bar & Grill - Jackson, TN

(2001- 2006)

. Started as a server and then quickly promoted to a bartender. Duties

included inventory.

. Assigned duties as a corporate trainer. I trained employees in all

aspects of serving, bartending and customer service.

. Was a part-time manager. Filled in for shifts when needed.

Responsible for attending to the staff and guests of the restaurant.

Sales and Merchandising

Madison Jewelers - Jackson, TN

(2000-2001)

. Responsibilities were selling diamonds, fine jewelry, watches, and

ordering merchandise.

. Involved directly with daily inventory and pricing.

Sales and Merchandising

Goldsmith's - Jackson, TN

(1998-2000)

. Worked with Tommy Hilfiger and Polo as a product specialist and a year

later promoted within the same companies in cosmetics. Responsible

for selling and

. Marketing fine fragrance and body products.

Technical Skills

Microsoft Office 2010, Word, Excel, Power Point, Outlook - Email, Meeting

Requests, Scheduling; AS400-Inventory Software; Stratton Warren Timeworks -

Payroll Software; Micros - Outlet Register; Avero - Budget Program;

Scanning Technology, Internet proficient

Education

. Bachelor of Science, College of Engineering, Marketing/Geosciences,

University of Tennessee, Martin, TN.

. Associate of Science, Business Administration, Jackson State Community

College, Jackson, TN. Attended under cheerleading scholarship.

Achievements

. 2007 Grand Chairman's Award Nominee - Nominated in the category of

superior team results - (Harrah's)

. Employee of the Quarter for Leadership Award 2008 - (Harrah's)

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