Customer Service Manager

SUMMARY

** ***** ** ********** *** supervisory experience

Extensive experience with the full scope of implementation activities from engaging clienteles in various customer service specialties (guest relations/resolutions), mentoring/training staff and teammates, creating educational materials, optimizing workflows to improve efficiency, event/program development and management

Certified in CPR and First Aid

EXPERIENCE

LOUDOUN COUNTY PRCS

Manager on Duty (2016 to 2018)

Performed opening and closing managerial responsibilities of the facility (i.e. opening or closing walkthroughs, financial audits, shift reporting and scheduling using RecTrak, event set-up/clean-up, oversees cleanliness and sanitation standards of operations (SOP’s), assigned staff daily tasks

Designed and implemented a manual for Shift Reporting, which improved daily staff communication of operations and customer issues

Created and implemented a facility walkthrough checklist to improve accuracy and accountability of operations and maintenance for managers

Administrative updated and established job descriptions, roles and responsibilities for recruitment and new staff

P.F. CHANG’S, STERLING, VA

Shift Supervisor (2010 to 2018)

Managed the daily operations of facility (shift execution, food quality inspection, safety and sanitation practices, staffing and staff performance evaluation, guest dining experiences and complaint resolutions, supervised cash processing and handling policies

Used HotSchedules to document financial audits, deposits, administrative paper work (i.e. sales summary, labor performance, and analyzed profit and loss revenue) and operational reports

Performed hourly walkthroughs and food quality specs to maintain food and safety standards

Processing and auditing of inventory and ordering

Addressed customer complaints and feedback by writing and mailing personalized letters

Managed catering orders and guest dining special events

Trained over 75 staff members (new hires, trainers, staff cross training)

Approved and supervision of employees’ training, schedules, development and certifications of employees

NORTHERN VIRGINIA REGIONAL PARK AUTHORITY, FAIRFAX

STATION, VA

Internship (2015-2016)

Developed, managed, executed and presented the “Sign The Pledge” an education program designed to improve the behavior and safety awareness of trail users along the Washington and Old Dominion Trail)

INDUSTRY EXPERIENCE

Proficient in HotSchedules, RecTrek and Aloha POS for

reporting, audits and administrative tasks

Proficiency in Microsoft Office Software

15 years in hospitality and customer service

15 years of management and supervisory experience

CREDENTIALS

B.Sc., Health, Fitness and Recreational Resources

George Mason University

Fairfax, VA

CERTIFICATIONS

CPR

First Aid

KEY EXPERIENCE

Customer Service

Customer Complaint Resolution

Problem-solving

Multi-tasking

Adaptability

Training and Mentoring

Leadership and Management

Teamwork

AWARDS

Dean’s List (2015, 2016)

Trained and Certified Corporate Trainers (P.F.Chang’s)

Train the Trainer (P.F.Chang’s)

Assisted in daily administrative tasks for the Park Operations Director (research and secretarial work)

Research and analyzed data for park complaints, safety issues and accidents for the Director of Operations

Constructed and communicated weekly attendance visits with regional park managers

Assisted with agency policies and protocols for communication, project development, headquarter operations, budget structuring, office meeting details (agendas and topics, structure, note taking), cross department planning and development, hiring and interview processes, networking and group relations, committee meetings and daily park operations.

Assisted in the design, development and growth of a training customer service initiative guide to assist with staff training

Assisted with several special events - Easter Egg Hunt, Persian New Year and North Face Endurance Challenge

NORTHERN VIRGINIA REGIONAL PARK AUTHORITY, FAIRFAX STATION, VA

Seasonal Ranger (2015-2016)

Communicated daily with Park Managers and NOVA Parks personnel about tasks, park goals, maintenance projects, facility operations and special events

Designed and constructed shelter reservation signage

Assisted in the daily operations and maintenance requirements for Algonkian Regional Park (hourly facility inspections, supervision of park staff, volunteers and community service members)

Constructed and analyzed personal goals and objectives to improve personal knowledge, experience and professional growth

Implemented a daily ranger and park operations shift checklist to assist with facility inspections

PIER 1 IMPORTS

Assistant Store Manager (2010-2012)

Organized special sales events (setup, display, pricing and marketing of promotional inventory)

Processed and managed merchandise inventory (customer orders, delivery and display of product, and product quality audits)

Managed community relations programs and customer relations

Increased store sales through Pier One credit card memberships (customer offerings and education)

Performed open and closing operational and managerial responsibilities (staff performance and shift execution, pricing and sales inventory, merchandise and event displays, revenue performance and guest experiences, walkthroughs, financial audits and deposits, administrative paper work and reports)

Trained and mentored over 20 employees (agency policy and protocol, sales and customer service principals, customer service standards, retail standards of operations)

RED ROBIN GOURMET BURGERS, INC.

Assistant Store Manager (2004-2008)

Department Manager of the Hospitality and Employee Training employees (25 personnel)

Managed customer service relations policy (guest dining experiences, guest complaints and resolution, family

kids’ night, community relations, operational timing and tempo, staff performance and responsibilities)

Managed the daily operations of facility (open and closing duties, shift execution, food quality inspection, safety and sanitation practices, staffing and staff performance evaluation, guest dining experiences and complaint resolutions, supervised cash processing and handling policies, financial audits and deposits, administrative paper work and operational reports using Aloha POS software).

Processed and managed product inventory, display, pricing and revenue performance (hospitality and

training supplies, repair and maintenance supplies, promotional marketing displays)

Managed hiring and human resource processing of hired employees

Assisted with the restaurant opening of a new Red Robin restaurant in Reno, Nevada

Trained and mentored over 50 employees

Several positional promotions (i.e. trainer, corporate trainer, hospitality lead, assistant store manager)

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