Customer Service Manager

VICKY HANCOCK

**.*****.*******@*****.*** 905-***-****

SUMMARY

Responsible administrative support professional with extensive experience in Customer Service and Hospitality environments. Organized and detail-oriented with strengths in project management and inventory control.

SKILLS

Computer proficiency Self-directed

Service-minded Time management ability

Motivational leadership style Ability to prioritize ACCOMPLISHMENTS

Earned “Employee of the Year Award” for providing exceptional Customer Service and support to internal and external customers.

Efficiently operated high volume restaurant with a staff of 60+ Responsible for coordination of up to 18 servers in a restaurant with a capacity of 200 EXPERIENCE

JAN 2017-CURRENTGuest Experience Manager Swiss Chalet - Milton, ON Over-see day to day management of the dining-room

Conduct daily pre-shift meetings to ensure organizational efficiency Develop and maintain exceptional customer service standards Communicate with guests regarding orders, comments and complaints Perform checkouts of servers and drivers to ensure all receipts are accounted for Supervise and coordinate activities of cooks and workers engaged in food preparation Inspected dining and serving areas to ensure cleanliness and proper set up Instruct cooks and other associates in the preparation, cooking, garnishing and presentation of food

Implement incentive programs for associates to increase average cheque Jun 2013-Jan 2017 General Manager Swiss Chalet - Brampton, ON Optimized profits by controlling food, beverage and labor costs on a daily basis Increased profitability of restaurant 3% during first year Built sales forecasts and schedules to reflect desired productivity targets Developed and maintained a staff that provided hospitable, professional service while adhering to policies and business initiatives

Performed restaurant walk-through’s to gauge timeliness and excellent service quality Organized training and implementation of all menu promotions Ran weekly / monthly reports on sales, food cost, labour cost Regularly checked on guest satisfaction

Performed weekly and monthly inventory counts

Placed orders to maintain inventory levels according to sales May 2010 - June 2013 Guest Experience Manager Swiss Chalet - Milton, ON Over-see day to day management of dining-room

Effectively ran Front of House and led all shifts to meet Brand Standards as well as financial goals

Inspected diningroom and serving areas to ensure cleanliness and proper set up Communicated with guests regarding orders, comments and complaints Observed diners to anticipate any additional needs and respond to requests Feb 2008 - May 2010 Supervisor Swiss Chalet - Milton, ON Reguarly inquired about guest satisfaction

Anticipated additional needs and fulfilled additional requests Correctly calculated charges, issued bills, and collected payments Assisted co-workers

Assisted diners with seating as required

Nov 2007 - Feb 2008 Server Swiss Chalet - Milton, ON Assisted guests with making menu choices in an informative and helpful fashion Maintained knowledge of current menu items, garnishes, ingredients and preparation methods

Delivered exceptional service by greeting and serving guests in a timely, friendly manner Appropriately suggested additional items to guests to increase restaurant sales Promptly served all food courses and alcoholic/non-alcoholic beverages to guests Answered questions about menu selections and made recommendations when requested

Effectively communicated with kitchen staff regarding guest allergies, dietary needs, and other special requests

Regularly checked on guests to ensure satisfaction with each food course and beverages

May 2010-Feb 2012 Multi Unit Pricing Coordinator GFS - Milton, ON Maintained contract pricing for Multi Unit Accounts including St. Louis Bar & Grill, Avendra Hotel Group, Firkin Pubs, Sodexho, Burger King, East Side Mario’s, Prime Pubs.

Updated pricing weekly / monthly for accounts as required based on vendors Communicated all pricing changes to Multi Unit Account Managers, Coordinators and Customer Service Representatives

Prepared velocity reports, pricing reports, as requested Jan 2008 - May 2010 Multi Unit Account Coordinator GFS - Milton, ON Worked closely with 3 account managers and 2 Customer Service Representatives to manage Multi Unit Accounts such as St Louis Bar & Grill, Delta, Fairmont Hotels as part of the Avendra Hotels Group, Firkin Group

Maintained order guides, provided sales reports weekly / monthly to Multi Unit Account Manager

Liased between Transportation team and customer to resolve routing challenges Sourced items for market basket quote list as required Maintain open communication between Customer Service, Multi Unit Account Managers and Customers via email and phone

Resolve all customer inquiries satisfactorily

Communicate payment arrangements with credit department as required Feb 2003 - Jan 2008 Customer Service Representative GFS - Milton, ON Responsible for ensuring orders entered accurately and timely for Multi Unit Customers Assist District Sales Representatives with entering orders on time Communicate order information with customers

Follow up with customers on out of stock items

Source replacement items as required for customers Assist Customer Service Representatives on our team with entering orders for customers

Daily communication with Multi Unit Account Managers re: customer orders, inquiries, challenges

Jan 2002 - Feb 2003 Receptionist GFS - Milton, ON Answer 7- line switchboard, directing calls to appropriate parties Greet all guests in a friendly, professional manner Book meeting rooms as required

Coordinate lunch orders for meetings as requested

Update phone lists weekly, email to all employees

Distribute mail, packages, reports

Maintain front Lobby to ensure clean and presentable for visitors WHMIS 2017

First Aid CPR-C

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