Customer Service Management

MARCUS EMERSON BAEZ

*** *** ****** ******, ******** TN 37086

615-***-**** **********@***.***

My goals are to continue to build upon my success in business administration, specifically to build upon an organization’s

most important asset, its people; through proven methods with measurable results that have taken the intangible benefit

and made it tangible while reducing attrition, and furthered corporate revenues. To do so while continuing to develop my

own career for the long term, ideal.

EMPLOYMENT HISTORY

BF South Inc. (BFSI)

Corporate: B.F. Nashville, Inc. 1101 Kermit Drive, Suite 310, Nashville, TN 37217

Workplace Location:

Nashville Facility – May 2003 – Present

Oversaw operations within the Restaurant Industry, for a designated BFSI facility.

Corporate Responsibilities

- Revenue Generation & Marketing, to ensure marketing and budget ed projections are met.

- Inventory Management (JIT <Just In Time> Practices to Reduce Overhead)

- P&L Reporting Responsibilities to Corporate Officer(s) to review current plans, proposals, for facility. .

- Ensured that all HR Policies & Procedures were adhered to, and the BFSI Brand integrity is maintained and

strengthened and its assets, Personnel, Structural, et al., are protected.

Human Resources

- Personnel Recruit, Sustain, Retain (Exploring Hiring Incentives & Retention reducing attrition), r eporting

incremental requirements and/or reductions by market, by location.

- Scheduling, Task Assignments (By Specialty, and Ad Hoc Troubleshooting).

- Conflict Resolution / Escalation (Work Place Conflict, Workman’s Compensation, EEOC Issues, etc.)

- Managed, and Trained all Facility Personnel, and Appointed T3 Location Trainers.

- Mentor and Trained to promote growth of personnel for the longer term, and drives mindshare throughout the team

of accountability, and continual improvement.

- Assured Corporate of location compliance to OSHA <Occupational Health & Safety Administration> regulations

maintained, and enforced familiarity with MSDS <Material Safety Data Sheets> that were available on-site, and

location of ‘incident next steps’, for each applicable product, and enforced Food Preparation & Safety Standards.

CSM&T Responsibilities (Customer Service Management & Training)

- Promote Maintenance vs. Replacement mentality across organization; that minimized downtime of equipment ; that

dominoes to a negative customer experience.

- Provided & Reinforced, Exceptional Customer Service, On Going, and with Familiarity Mantra: Your Concern, is

my concern.

- Deployed Training & Improvement via LEARN principles <Listen, Empathize, Apologize, Restate, Notify (Diagnose) >,

to ensure personnel Confirm Customer Concerns and/or Issues

- Regular and Reliable reinforcement of staff mindshare, to ensure continual drive towards Repeat Business, and

increased Revenues.

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MARCUS E. BAEZ 615-***-**** Page 2 of 2

EDUCATION

May 2012 – Bachelor of Arts

Trevecca Nazarene University Management & Human Relations

333 Murfreesboro Road, Nashville TN 37210

July 2010 – A.A.Science

Volunteer State Community College General Business Administration

Business Management & Management Technology

1480 Nashville Pike, Gallatin TN 37066

Additional Certification

Management & Supervisory Training, Human Resource Principles

AWARDS & RECOGNITION

BF South Inc. 2003 Management Award Winner

7-Time sales record winner – Nashville – BFSI

BF South Inc. 2005 (2x), 2007, 2009,

2010, and 2012 (2x)

Hall of Fame Inductee 2013 – Nashville – BFSI

BF South Inc. 2013

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