Customer Service Sales

Michael D. Bertrand

Seeking a competitive, goal driven career where a passion for sales and

client relations can be demonstrated. Prior leadership roles and work

experience will contribute to increased sales, solidified network of

clientele, and improved marketing.

SUMMARY OF QUALIFICATIONS

. Eight years customer service experience

. B.A. in Management and Human Relations

. Earned a bachelor's degree while excelling in a full time management

position

. Strong understanding of sales techniques and business communication

. Well organized decision maker with demonstrated time management

skills

EDUCATION

BACHELOR OF ARTS - MANAGEMENT AND HUMAN RELATIONS

Graduated December 17, 2008

MidAmerica Nazarene University, Olathe, KS

Overall GPA 3.37

RELEVANT COURSEWORK

Economics, Accounting, Personal Finance, Business Communications,

Professional Selling, Public Speaking, Group and Organizational Behavior,

Statistical Methods and Research, Management and Leadership

JOB TRAINING

Time Management, Tough Conversations, Progressive Discipline, Shades of

Harassment, Serve Safe Food and Alcohol

PROFESSIONAL EXPERIENCE

APPLEBEE'S SERVICES INC.

January 2003 - Present

Olathe, KS

The world's largest casual dining restaurant concept with more than 1900

restaurants

RESTAURANT MANAGER (February 2008 - Present)

. Developed a bar plan that focused on marketing, staff accountability,

and guest relations

. Administered employee disciplinary actions

. Analyzed market trends to determine sales projections

. Conducted daily employee coach and counsels

. Interviewed prospective new hires, resulting in outstanding new hire

retention

. Stimulated sales traffic through fundraisers, raising over $15,000 per

year for local charitable organizations

. Managed team of 50+ employees

. Analyzed and interpreted monthly P&L statement

. Devised declining budget

. Coordinated corporate sponsored events

. Responsible for daily accounting and cash management

. Achieved highest beverage sales increase over previous year for Kansas

City market, 2010

BARTENDER (July 2003 - January 2008)

. Improved guest relations

. Built a diversified network of bar patrons

. Trained newly hired staff

. Oversaw liquor inventory

. Implemented company standards and procedures

. Increased guest check average through suggestive selling techniques

. Prioritized the needs of guests

. Demonstrated pristine customer service skills

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