Customer Service Manager

Marcel Wahlstrom

*** *. ***** **** ****, Rapid City, SD 57702

605-***-**** abkvt5@r.postjobfree.com

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STRENGTHS

Customer Service...Motivation...Professionalism...Integrity

. A dynamic, polished, energetic, and team-spirited professional.

. Proven results in hiring, training and motivating an award-winning

team.

. Challenging the status quo to improve on quality and growth.

. Communicating key issues and building positive long-lasting

relationships.

. Experienced in fast paced, service intensive, and high volume

environments.

. Managing a budget and keeping costs in line with increasing service.

OBJECTIVE

. To work with a company where my experience and leadership will be

utilized.

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PROFESSIONAL EXPERIENCE

Service Manager

TGI Friday's Rapid City, SD (April 2010-present)

. Manage a staff of 50+ employees while providing superior customer

service.

. Provide leadership and motivation to co-managers and employees.

. Responsible for scheduling, ordering food products, and weekly

inventory.

. Use promotions and local store marketing to drive and increase sales.

. Run day-to-day operations while staying within budgeted guidelines.

Specialty Shop Manager

Scheel's All-Sports Rapid City, SD (July 2009-April 2010)

. Sell a large variety of sporting good items to customers in a customer

friendly environment.

. Order and manage inventory from numerous vendors within specialty

shop.

. Coordinate meetings and train employees to enhance product knowledge.

. Resolve customer service issues to ensure customer satisfaction.

. Provide current and accurate inventory of products within specialty

shop.

Banquet Manager/Restaurant Manager/Lounge Manager

Rushmore Plaza Holiday Inn & Convention Center Rapid City, SD (June 2005-

July 2009)

. Responsible for interviewing, hiring/firing, promoting, and scheduling

of multiple food and beverage staff members.

. Planned and managed dinners, lunches, breakfasts, meetings, and

special events for up to 1500 guests.

. Manage department expenses, labor, and planning for future

purchases/upgrades.

. Worked with local agencies and organizations in planning of special

events.

. Helped create new and innovative ideas for continued superior customer

service within the hotel and individual departments.

. Provide and promote a family-like work environment to encourage long-

term employment of hotel staff.

Owner/Operator

The Hyve Bar & Night Club Spearfish, SD (Jan. 2003-May 2005)

. Owned and operated a 300 person bar and night club in downtown

Spearfish.

. Responsibilities were vast but included all personnel decisions,

advertising, ordering/management of inventory, payroll and taxes, and

minor maintenance and upkeep.

. Worked with the university and local advertising agencies for the

grand opening, continued promotion of the bar after opening, and

community events.

. Created promotions, daily specials, special events, and hired

bands/entertainment.

. Responsibly held a South Dakota liquor license in Lawrence County.

Waiter

Jake's @ The Midnight Star Deadwood, SD (Sep. 1998-Aug. 2002)

. Served culinary cuisine in the Black Hills premier fine-dining

establishment.

. Responsible to learn extensive food menu knowledge and wine-pairings.

. Promote featured food and wine items in conjunction with daily and

seasonal themes.

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EDUCATION

Outdoor Leadership School (NOLS)

Black Hills State University (1 1/2 Years)

University of South Dakota (1 Year)

Dale Carnegie Leadership Seminar

Intercontinental Hotel Group (IHG) Management Training

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