Customer Service Manager

PROFESSIONALS SUMMARY

Experienced Manager who excels at building teams and enforcing a high level of quality products and

customer service for over 9 years. Offers thoughtful, comprehensive and constructive feedback to staff members to promote productivity and company loyalty. Solid organizational skills that works well with C-level executives and all stakeholders. Recognized by my peers and upper-level management as thriving in situations with aggressive time-lines. Versed in planning daily operations, scheduling, hiring, ordering and inventory management. Very goal-oriented and possess an understanding of what it takes to successfully complete a task on-time and within budget.

SKILLS

Meticulous attention to detail

Social networking

Communications

Staff development talent

Results oriented

Conflict resolution

Operations management

Budgetary

HIGHLIGHTS

Talent Management: Hired most high performing talent in Chicago and Las Vegas markets. Trained and developed FOH and BOH-some whom moved on to become trainers-to adhere to new standards plan.

Recruitment and Selection: Internally recruited to drive operational excellence in multiple locations.

Budget and Finance: Managed $5M annual store revenue, $500K operational budget, and 20+direct reports.

Customer Service: Maintained 95% average on all customer and secret shopper reports.

Operation Management: Turned underperforming Magnificent Mile Shop into “Model” store in 6 months and received accolades as one of the “Best” domestic stores, operationally, from regional manager.

EXPERIENCE

AFFASHIONADO

Chicago, IL Social Media Coordinator 01/2015 to Current

Creates and manages daily content on all social media accounts including Facebook, Instagram and Twitter.

Contributes to relevant blogs, conferences and events both off line-and online to increase brand awareness.

Maintains a consistent voice across channels aligned with branding and target audience.

Discovers trending topics, community needs and interest across social media, adjusting content and messaging accordingly.

Travels with manager to take notes and dictation at meetings.

Handles incoming and outgoing correspondence, including mail, email and faxes.

GARETT POPCORN SHOPS

Chicago, IL Shop Manager 07/2010 to 01/2015

Trained and developed an incredible team of 50 plus members.

Directed, coordinated and participated in all aspects of shop operations including corporate orders and events.

Provided administrative support to District Manager.

Trained and developed existing and future Shop Managers for international and domestic shops.

Completed and maintained HR paperwork, data entry, and maintained shop calendar appointments.

Maintained overall management responsibilities for the shop including but not limited to: ordering and receipt, cost control, hygiene and sanitation, production, sales and service, training and coaching, roster planning, etc.

Recommended promotion, transfer or termination of team members based on performance.

Responsible for rolling out new hire orientation and training for all Chicago land shops.

Poised to handle high stress and high volume operation.

Self-starting with initiative and drive to accomplish task on a daily basis.

Held team members accountable for conducting themselves in accordance with Garrett standards at all times.

Forecasted business volume on consistent basis to run a more efficient and profitable Shop.

Open communication with all levels of shop and C-level team members.

ETHEL’S CHOCOLATE LOUNGE

Chicago, IL Assistant Manager 04/2006 to 04/2009

Managed 8-12 team members and assisted in the hiring process and payroll.

Communicated well and used strong interpersonal skills to establish positive relationships with guest and employees.

Created weekly schedules for employees/managers focusing on minimum labor with maximum output.

Performed administrative duties such as but not limited to: records management, email, internet research, typing and faxing.

Identified inefficiencies and made recommendations for process improvements.

Optimized profits by controlling food, beverage and labor cost on a daily basis.

Recorded weekly recaps of store performance for corporate directive.

Educated and trained team members on marketing initiatives, product knowledge, placement and customer service.

EDUCATION

Illinois Institute of Art- Chicago, IL 2009

Pursued Culinary Management (BAS)

Le Cordon Bleu College of Culinary Arts- Chicago, IL 2006

Culinary Arts (AAS)

REFERENCES

Available upon request

Contact this candidate