Customer Service Manager

Shane Kopec

*** ******** ****** ~ Worcester, MA *1606 ~ 203-***-**** ~

**********@*******.***

Summary

Seasoned management professional with over 10 years of experience providing

exceptional customer service

Objective

Seeking a client service position with long-term opportunities for growth

in a stable corporate setting

Professional Expertise

Customer Service Conflict Resolution Interpersonal Team-Building

Skills

Purchasing/Receivin Operations/Maintena Human Resources Marketing

g nce

Sales Time-Management Staff Training Contract

Mgt/Negotiation

Professional Experience

General Manager

Bow Tie Cinemas, Hartford, CT - 2007 to Current

-Manage daily theater operations and 30 employees to maintain above average

theater audit scores

-Field all customer service complaints and work to come to a resolution to

best serve the customer

-Ensure the customer has the utmost enjoyable theatre experience

-Develop and maintin customer service standards for employees to follow.

-Maintain general theater maintenance, including proper licenses for all

fire and safety codes

-Achieve highest concessions per cap in entire chain by scheduling movie

show times to maximize cash flow

-Organize theater placement and ensure staffing coverage to maximize

occupancy and guest services

-Promote and market 20-30 annual events to generate sales and maximize

theater's overall profit margin

Food and Beverage Manager

American Multi Cinemas (formerly Loews), Danbury, CT - 2004 to 2007

-Managed concession operations and inventory, including product and

financial information to increase profits

-Implemented all food and beverage marketing campaigns for Danbury theater

-Collaborated with Senior House Manager and General Manager to provide

customer service and quality assurance

-Managed over 50 employees, scheduling within company's payroll budget and

enforcing staff guidelines

-Exceeded company's financial goals and attendance quota by increasing

patrons and overall business revenue

-Managed accounts payable and accounts receivable, including weekly

concession product orders

-Assisted management in interviewing, hiring and training new employees,

including paperwork and orientation

Shift Supervisor

Loews Movie Theater, Danbury, CT - 1998 to 2004

-Supervised 30 employees and their schedules to optimize theater's daily

operations

-Maximized theater revenue by training staff in all forms of marketing and

sales, including upselling

-Developed customer service standards for employees to ensure short lines

and accessible amenities for guests

Special Interests and Experience

Vice President, Treasurer and Philanthropy Chairman - Alumni Brother of

Zeta Beta Tau Fraternity, 1999-2004; Charity Work: American Cancer Society,

Campathon for Cancer, Variety Children, NATO, Ronald McDonald House

(various fundraising events and community events), 1999-2004; Travel

(domestic and international); Sports

Acquired Skills

Microsoft Office Suite, Titan Software, Aestiva Invoicing Software,

Internet, Serv Safe Food Safety Certification

Education

Bachelor of Business Arts, Interactive Marketing - Western Connecticut

State University - 2004

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