Manager Customer Service
Resume:
Steven Florio
Business Operations & Administrator
Experienced and motivated manager that maximizes efficiencies, improves systems to drive growth to positively impact clients and employees. Ability to use large range of skills in any role that impact every aspect of the business. Strong organizational skills and ability to multitask while working as a team player and leader that adepts to changing environments.
floriosteven@gmail.com
Nashua, NH
linkedin.com/in/steven-florio
SKILLS
Customer Service Reputation Management Planning/Event Planning Payroll Training Meeting Coordination Scheduling Budgets Business Planning Marketing Sales Leadership Conflict Resolution Teamwork Communication Prioritizing System Administration Flexibility Adaptability Computer Skills Problem Solving Time Management Negotiation Operations Manager
WORK EXPERIENCE
06/2009 – Present
General Manager
Philip Alan Inc. DBA Pyara Spa and Salon
Burlington, Massachusetts
Averaging $2.7 million annually, Pyara Spa and Salon is a 12,000 sq. ft. Flagship Aveda Lifestyle Spa and Salon of New England. Create and update business plans that include action plans, operations, administrative and customer support for brand management; increased staff productivity by 45+% with high retention. Evaluate staff skills, mentor creativity in diverse, goal-oriented, team-building environments. Create, publish and distribute a Monthly Customer Newsletter; promote company products and services. Perform monthly individual employee performance reviews and develop action plans and goals for annual performance evaluations; coordinate 90-day evaluations for new employees.
Direct the promotion of Aveda Lifestyle Rituals, Signature Service, Period Schematics, Brand Loyalty, Earth Month Fundraising, Benchmarks and relationships with Aveda Experience Center. Ensure State Cosmetology Regulations compliance and perform full facilities management; OSHA compliance. 02/2006 – 06/2009
Store Manager
Starbucks Coffee Company
Woburn, Massachusetts
Set goals for the partners, developed organizational capabilities, and modeled working together. Displayed a customer comes first attitude by training and holding partners accountable. Drove the implementation of company programs by developing action plans and directly motivating and instructing the store team to implement them.
Planed, identified, communicated, and delegated appropriate responsibilities and practices to store partners to ensure smooth flow of operations.
Provided coaching and direction to the store team to take action and to achieve goals. Used all operational tools to plan for and achieve operational excellence in the store. Tools include Automated Labor Scheduling, Monthly Status Report, Quarterly Business Review, cash management and inventory management. Utilized and demonstrated effective management principles and practices that created and maintained a successful store team resulting in an environment where partners were valued and respected. Contact: Raymond Girard
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WORK EXPERIENCE
07/2005 – 02/2006
Event Account Manager
Future Affairs Productions
East Providence, Rhode Island
Future Affairs Productions is an award-winning special event and decorating company . Responsible for effectively identifying solutions that meet customer goals and objectives, resulting in a dynamic event experience. Program planning, execution, task management, vendor relations, administrative upkeep and event updates, communications liaison and scheduling.
Project management, coordinated function orders, logistics and budget management. Developed client program proposals, design, menu planning and design. Set and developed timelines, project management task lists, and division of duties. Managed site selection, RFP creation and management, site inspections, and analytical recaps. Contact: Terry Mulryan Toomey
01/2002 – 07/2005
Event Coordinator
Johnson and Wales University
Providence, Rhode Island
Assisted in the planning, implementing and logistical support for all university professional development functions, recruitment job fairs, special events and programs.
Responsible for developing and maintaining working relationships with faculty, staff and leaders of outside groups in planning and scheduling all events/programs for the department of career services with attendance as high as 8,000 per event. Planned for housing and food services with University and private sources on and off campus sites. Hosted employers from across the country on campus and organized department travel. Responsible for administration and management of events. Maintained event registration website, tracking and budgets. Contact: Lori Zabatta
12/1999 – 01/2002
Department Manager
Pottery Barn
Providence, Rhode Island
Supported the management team in achieving goals by providing World-Class service. Served as a role model for sales associates in sales generation and customer service by making the customer experience the priority. Reinforced customer service principles by coaching staff on their successes and challenges. Performed operational functions to ensure the store meets Company guidelines. Implemented visual changes and maintain store standards.
Contributed in management and store meetings, for associate development, sales opportunities, and organizational improvements. Effectively performed operational functions: opened and closed the store, registers, and back office management. Maintained visual standards, including merchandise presentation, signage, lighting, and general maintenance. Contact: Tricia Doorley
EDUCATION
09/1993 – 12/1996
Associates Degree, Hospitality Management
Johnson and Wales University
Providence, Rhode Island
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