Customer Service Manager
Resume:
William M. Purcell
Hendersonville, TN 37075
**********@***.***
A dynamic hospitality management professional with over 26 years of
experience providing cross-functional leadership that inspires each team
member to deliver the highest level of customer service while driving
performance to exceed organizational objectives and financial goals.
Summary of Qualifications
. Experienced in all aspects of hotel operations including Food and
Beverage, Operations, Risk Management, Training and Development and
Convention Services
. Outstanding financial acumen with emphasis on building top-line
revenues and reducing controllable expenses.
. Highly skilled at leading teams to achieve targets through inspiration
and coaching using Servant Leadership and Situational Leadership
strategies.
. Proven ability to identify and develop internal talent.
. Practical problem solver using root cause analysis and 4 disciplines
of execution model.
. Impressive track record of increasing guest service measurements and
employee satisfaction targets.
Recognition and Accomplishments
. Starbucks Manager of the Year finalist, 2005.
. Hilton Presidents STAR award nominee
. 5 time recipient of region leading customer service scores, Starbucks,
Mid-America Region
. Starbucks Manager of the Quarter
Work Experience
Gaylord Opryland Resort and Convention Center
Nashville, TN
Senior Assistant Banquet Manager July 2008 -
January 2013
Supervise all banquet department operations in a 2881 room resort with
660,000 Square Feet of meeting and exhibit space producing nearly 70M
in annual revenue and serving over 2,000,000 covers per year.
. Manage a team of over 340 employees.
. Designed and implemented green field revenue generating Food and
Beverage concepts, resulting in incremental revenue growth of over
$400,000 per year.
. Created training and development program for emerging leaders
resulting in increased leadership bench strength from internal
talent and improved captain efficiency by significantly reducing
learning curve.
. Improved department training program and implemented a "Trainers as
Coaches" initiative to enhance developing coaching skills resulting
in 22% increase in guest satisfaction scoring.
. Reduced staffing requirements and increased efficiency, realizing a
15% decrease in cost per cover expenses and increasing employee
satisfaction scores by 18 percentage points.
. Designed, implemented and managed new Meeting Planner Satisfaction
Program resulting in company leading and property record setting
meeting planner satisfaction scores for 2012, 88.6% top box scores,
up from 66% before initiatives.
. Lead design and construction of new back of house beverage stations
that increased service efficiency, enhanced product quality and
reduced overall food costs by 20% by reducing waste.
. Leveraged vendor relationships to increase sales through marketing
initiatives and product showcasing.
Starbucks Coffee Company Kansas City,
MO
District Manager July 2005 -
July 2008
Managed operations at 14 locations in Kansas City and surrounding
areas with emphasis on driving revenues, employee development and
customer satisfaction scoring.
. Lead Mid America region in customer service through a secret
shopper program for 3 consecutive quarters.
. Increased district performance in customer service scores to #1 in
Mid America region in Q3 2006.
William M Purcell; Page 2
. Successfully opened 7 new stores with 5 reaching financial
performance projections in the first year.
. Mentored 8 management candidates into the Retail Management
Training program, including 5 internally developed recruits to
support high growth staffing initiatives.
Starbucks Coffee Company Denver CO,
January 2002 - December 2003
Store Manager St Louis MO,
December 2003 - July 2005
Managed daily operations of two high volume locations in Denver CO and
St Louis MO to meet financial, customer service and employee
development goals.
. Drove revenues through hiring, training and motivating teams to
reach "Million Dollar Store" status at each location and exceeded
budgeted goals every quarter for 3 years. Increased controllable
contribution through 20+% sales growth and improved inventory
management processes.
. Lead the district in Customer service scores for 5 consecutive
quarters at St Louis location.
. Implemented creative community marketing programs to develop new
business.
. Built customer loyalty programs resulting in same store sales
exceeding targets every month.
Doubletree Hotel - Stapleton March 2000 -
January 2002
Director of Operations Denver, CO
Directed all evening hotel operations at a 558 room property including
Front Office, F&B and support staff with emphasis on Risk Management and
safety programs.
. Selected as Cluster Lead in Safety and Risk Management for 11
hotels in region, developing communication and processes to
minimize risk and manage safety and security programs.
. Reduced security department labor costs through streamlined
scheduling practices while increasing effectiveness
. Developed risk management programs that reduced property OSHA and
guest incidents by 220%, exceeding company goals.
. Nominated for Presidents STAR award for effective management of
fire related crisis response.
Doubletree Hotel Colorado Springs World Arena January
1995 - March 2000
F&B Manager, Beverage Manager, Catering Manager, and Restaurant Manager.
Managed daily food and beverage operations for 299 room property with
21,000 square ft of meeting space.
. Reduced beverage costs by 59% through implementation of security
measures and strategic menu pricing.
. Redesigned outlet concepts resulting in increased beverage revenues
by 47% over 2 years and improved restaurant capture by initiating a
buffet, salad bar and Sunday brunch strategy.
. Achieved 150% of targeted revenue goals in catering position by
developing new relationships with local community businesses.
. Developed new program to achieve aggressive Customer Service goals
through enhanced communication, resulting in moving Guest
Satisfaction scores to 7th in the company, an increase of 66
ranking positions.
Other Experience
Crowne Plaza Hotel and Conference Center, Blue Ash, OH
February 1992 - April 1994
Banquet Manager
Holiday Inn Strongsville, OH October 1984
- March 1988
Banquet Manager March 1991 -
January 1992
Certifications and Training
ServSafe Servant Leadership Starbucks Coffee
Master
TIPS Trainer Situational Leadership Increasing
Human Effectiveness Crucial Conversations
Focus; Franklin Covey 4 Disciplines of Execution
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