Customer Service Manager

Sergio Pelaez

***** ****** **** **, ******, AK

786-***-**** ***********@*****.***

Objective To obtain a challenging management position with an established company.

Profile Dynamic and focused leader specializing in driving sales and profits in a high competitive market. Exceeds goals

with enthusiasm, tenacity and initiative.

Team Building / Staff Training

Customer Service/ Guest Relations

Purchasing / Inventory Management

Cost Containment / Control

Polices and Procedures

POS System: Micros and HALOHA, Info Genesis, Execu/Tech

Tri-lingual ( Spanish, Italian, Portuguese )

Education Denver University, Denver, CO

Master's Degree in Hospitality Management

Graduated top 2%

University Of Florida, Gainesville, FL

Bachelor's Degree

B.A./Business Administration/Computer Science Graduated with Honors

Graduated Magna Cum Laude

Employmen

t Resurrection road House, Windsong Lodge, FOH Manager, Seward, Alaska (Seasonal)

Manage, train and schedule up to 30 employees for 150-seat restaurant, including wait staff, hostesses,

bus boys and bar staff. Manage all aspects of customer service. Demonstrated skills accommodating

private parties featuring corporate heads, sports figures and celebrities; credited with high degree of

diplomacy resolving problems without sacrificing customer relations.

Mid Mountain Lodge, Park City Mountain Resort, General Manager, Park City UT(Seasonal)

Supervised a host of employees including an assistant manage on a daily basis. Direct daily operations

in Dining Services department. Develop a self-directed management team to implement progressive

change. Improved food quality by revising menus, upgrading and installing new recipes, buying more

appropriate foods and through staff training. Meet food cost budget by intelligent buying and utilizing

leftovers. Schedule staff to provide efficient service and meet payroll budget.

Camp Base Bistro, Princess Cruises, FOH Manager, Healy, Alaska (Seasonal)

Managed and trained staff of 16 to exceed sales, cost, employee retention, guest service and satisfaction,

food quality, cleanliness and sanitation. Extensive profit/loss experience in standardization of portions

and implementation of labor cost controls, documents end-of-month, daily and weekly transactions;

prepares bi-weekly payroll.

Warwick Hotel, Assistant General Manager, Denver, Colorado 5/2006 - 4/2008

Manage, train and schedule up to 90 employees for 250-seat restaurant, including wait staff,

hostesses, and bus boys and bar staff. Manage all aspects of customer service. Created monthly

employee newsletter, which presents franchise policies and procedures in non confrontational manner

and improves knowledge of restaurant business; regional manager has recognized and adopted

publication for regional use. Developed customer hand-out card, which explains seating procedures for

large parties and provides suggested activities for guests while they wait to be seated.

Ruby Tuesday, General Manager, Denver, Colorado 1/2003 – 4/2006

Trained service staff to enhance customer service and increased profits. Hired, managed and motivated a

staff of 25. Increased productivity and morale by imitating systems for accountability and by instituting

effective training programs. Created new business through community involvement and active public

relations program

Rock Yard, General Manager, Castle Rock, Colorado 2/2000 - 1/2003

Managed FOH employees. Head of promotions, sales incentives and special events. Communicated with

the General Manager about staff and customer concerns as well as equipment issues. Updated NTN ads

and NTN boxes and chargers.

Leadership Steering Committee, Secretary

Community

Involvement Youth Group Leader, Mother of Christ Catholic Church

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