Customer Service Manager
Resume:
Jessica P. Sharp
Norfolk, VA 23503
*******.*.*****@*****.***
Hospitality Manager, with 10 years of customer service experience and 5 years of
management experience, focusing strongly on business development, human
resources and customer retention
QUALIFICATION SUMMARY
10 years of extensive customer service experience in the Retail and Hospitality
Industries.
5 years of management experience in the Restaurant Industry.
10 years of office administration experience.
10 years of sales experience in the Restaurant and Hotel Industries
3 years of catering experience for a accredited university and hotel.
Superb teamwork and leadership skills.
Capable of adapting to adverse work conditions.
Ability to perform in stressful work conditions and maintain a professional demeanor.
Passionately take on tasks, determined to complete them with impressive results.
Leadership and management style that motivates individuals to perform at the peak of
their abilities.
Quickly mastered tasks, which has lead to position advancements within multiple
companies.
Championed new ideas and plans to implement those ideas effectively.
Ability to carry out multiple tasks in a timely manner while maintaining a positive attitude
EDUCATION
University of South Carolina, Columbia
Darla Moore School of Business;
Enrolled: August ‘01 Graduation: May ‘05
Bachelor’s of Science in Human Resource Management and Marketing
Minor studies in Hotel, Restaurant, and Tourism Management
EXPERIENCE
Hampton Inn Virginia Beach Oceanfront North, VA
Guest Service Representative Spring ’10 – Current
Hampton Inn Historic Columbia; Columbia, Sc
Guest Service Representative Summer ‘06 - Spring ‘07
Provided friendly and helpful customer service to aid in increased sales through repeat
business.
Completed Reservation calls, check-ins, and check-outs on a daily basis at a high level
of proficiency.
Assist Sales Department in carrying out sales promotions, packages, and events.
Responsible for responding to complaints, services issues and other questions and
concerns.
Use of a multi-line telephone with a high volume of calls
McFadden’s Restaurant and Saloon; Pittsburgh, PA
Event Manager; Fall ’09- Winter’09
Plan, organize, coordinate, promote, and facilitate special events and private parties.
Schedule and maintain communication with guests, vendors, and event participants
Coordinate and monitors event timelines
Prepare a variety of publications, materials, and programs for events
Coordinate participation in charitable contribution campaigns
Calculate budget for proposed events as well as prepare invoices and contracts for events
On site, day of, supervision of events to ensure a successful event.
Schedule, manage, and communicate event information to promotional staff
Applebee’s; multiple locations
Key Hourly Manager, Server, Schedule Clerk, Local Store Marketing Associate;
Winter ‘01- Spring ‘10
Preparation and Service of Food and Beverage, to meet the satisfaction of our guests.
Maintain a safe and clean work environment in compliance with State and Federal
Regulations.
Host guest to create a fun and memorable experience to promote customer retention
and to increase sales.
Motivated associates to have a desire to perform at the peak of their performance
capabilities; thus increasing productivity and sales
Communicated effectively between associates and management as well as between the
Front of the House and Back of the House Operations.
Implemented new procedures to increase productivity and reduce waste.
Scheduled servers for shifts, meeting staffing guidelines set forth by the company to
promote customer service; while meeting budgeted labor hour costs.
Innumerable monetary transactions completed with 100 percent accuracy.
Business to Business marketing in addition to Business to Consumer marketing to boost
sales for five local Applebee’s franchises.
Handled associate conflicts in a fair and expeditious manner
Waffle House; Columbia, SC
Unit Manager Spring ‘08 - Summer ‘09
Manage corporate systems to achieve the desired targets as laid out by the company
with extensive work with profit and loss statements.
Manage food cost, payroll, and operating cost controls
Maintain a safe and clean work environment in compliance with State and Federal
Regulations
Prepare food safely for the service and satisfaction of our guests.
Manage the behaviors of the associates to promote desired performance.
Business to business marketing as well as business to consumer marketing
Completed inventory counts, reviewed reports and aided in adjusting system to prevent
theft and waste of products; complying with budget and waste guidelines
Bailey’s Sports Bar and Grille; Columbia, SC
Server and Bartender; Summer ‘07- Spring ‘08
Preparation and Service of Food and Beverage, to meet the satisfaction of our guests
Maintain a safe and clean work environment in compliance with State and Federal
Regulations
Host guest to create a fun and memorable experience, to promote customer retention
and to increase sales
Honored with Employee of the Month award based on sales performance, reliability and
shift leadership.
Received multiple cash rewards for meeting sales goals and exhibiting high levels of
performance.
Assisted in meeting sales goals for the store; goals that had not been met in at least two
years.
Carolina Catering; Columbia, SC
Human Resource Assistant (Internship) Winter ‘02 - Spring ‘04
Assisted in making calls to generate event sales
Assisted in creating and up keeping event contracts and invoices
Prepared weekly schedule to staff properly for each event, to ensure customer
satisfaction.
Assisted in supervisory roles, which kept associates on task, for time management.
Assisted in delegating and coordinating catering tasks.
McAngus, Goudelock & Courie AAL; Columbia, SC
File Clerk and Runner/ Receptionist; Summer ‘02 - Spring ‘04
Responsible for couriering parcels and documents to recipients.
Screened incoming calls on a multiple line telephone and directed calls to the correct
department.
Ordered and maintained office supplies to aid in productivity.
Filed office documents, in the correct folders, in their designated areas, to also aid in
productivity.
Distributed interoffice paper work in a timely manner, which helped others in fulfilling
their own time requirements.
Kroger Grocery Store; Irmo, SC
Customer Service Representative and Cashier; Summer ‘00 - Winter ‘01
Multiple monetary transactions completed with a very high rate of accuracy.
Promoted from cashier after only a couple of months as a result of impeccable
performance.
Phone and intercom use with a friendly and clear diction.
Preformed Customer Service with a amicable attitude to ensure satisfaction.
Lead shifts and prepared the shift schedule for correct staffing levels to contribute to
great customer service.
Professional References
Event Client, McFadden’s Pittsburgh; Lisa Mauti, Vice President of External
Communications, Arthritis Foundation, 443-***-****, ******@*********.***
Jingle Bell Run, approximately 700 ppl
Event Client, McFadden’s Pittsburgh; Marissa Lopez, Director of Special Events,
Cystic Fibrosis Foundation, 412-***-****, ******@***.***
CFF Charity Event, approximately 200 ppl
Event Client, McFadden’s Pittsburgh; Theresa Nuzzo, Pittsburgh Panther
Cheerleading Alumni Director, ************@*******.***
Cheerleading Reunion, approximately 50-75 ppl
Cheerleading Christmas Party, approximately 75 ppl
Event Client, McFadden’s Pittsburgh; Linda Gilbert, Regional Office Services
Manager, 412-***-****, *****.*******@*******.***
Holiday Party, approximately 30 ppl
Regional Manager, East Coast Saloons, McFadden’s Pittsburgh, Elizabeth Wittels/
Thomas Casabona; 205 E 42nd St Ste 202. New York, NY 10017, 212-***-****
General Manager, Hampton Inn Historic District, Marlin Fludd, 822 Gervais Street,
Columbia, South Carolina, 803-***-****
Regional Manager, Waffle House, Randy Coleman, 5986 Financial Drive Norcross,
GA. 30071, 803-***-****
Contact this candidate