Customer Service Manager

SIMONE M. PORTER

■***** Boardwalk Pl., NW

Silverdale WA, 98383

■ 360-***-**** ■ ********@*****.***

www.linkedin.com/in/simonemporter

EXECUTIVE SUMMARY

Customer Service: Excellent customer service skills across several industries including healthcare, food and beverage (F&B), retail, and restaurant. Proven track record of meeting and exceeding customer service and secret shopper evaluations.

Personnel Management/Training and Coaching: Proven ability to train all levels of staff from line up to management (front and back of house). Ability to ensure company policies/procedures are followed. Trained and/or managed dozens of employees throughout career. Consistently validated all team member training.

Hiring & Onboarding: Ability to hire and communicate hiring needs to HR and recruiters. Ability to coach and follow up with new and old employees. Proven track record of increasing new hire retention.

Budget Management/P&L Responsibility: Proven excellence in managing and attaining various budgets including: sales and financial targets for food, labor, and controllable costs. Demonstrated ability to stay at or below budget in managing P&Ls. Managed budgets up to $1M.

Cost Control Measures: Implemented several cost-control systems in restaurant, retail, and healthcare environments. Track record of ensuring audit standards are met.

Inventory & Ordering Management: Excellence in maintaining adequate inventory in healthcare, F&B, retail, and restaurant environments. Managed inventory of up to $30K.

Staff Scheduling: Capable of setting and maintaining staff schedules of up to 15 at one time.

Quality Control (QC): Excellence in improving quality of service, products, and presentation that have measurable positive impacts on food quality standards and customer service.

Time Management: Proven ability to complete management duties within a timely fashion.

Food Preparation: Full spectrum cooking and prep in both restaurants (e.g. fine dining, casual, steak/seafood, fast casual, and family dining) and institutional facilities.

Food Safety Compliance: ServSafe® Certified. Ability to initiate improved food safety compliance programs in retail, restaurant, and healthcare environments.

Department of Health Survey Compliance: Multiple successes in developing and rolling out Washington State Department of Health compliance programs. PROFESSIONAL EXPERIENCE

General Manager September 2014 – November 2015

Macy’s Taste Bar Café Seattle, WA

Operations Management: Responsible for day-to-day operations and management of the restaurant.

Personnel Management: Supervised 8 staff (including front and back of house).

Hiring/Onboarding/Coaching: Managed hiring, inspections, and staff training.

Inventory: Managed inventory of $500K/year (e.g. food service equipment and saleable inventory).

Account Management: Managed several corporate accounts for banquets and special events.

Menu & Feature Management: Ensured new specials and dishes were implemented and rolled out effectively and on time. Ensured presentation and rollouts matched corporate specs at 100%.

Internal Macy’s Management: Liaised with Macy's Corporate Restaurant Executive. SIMONE M. PORTER

■11165 Boardwalk Pl., NW

Silverdale WA, 98383

■ 360-***-**** ■ ********@*****.***

www.linkedin.com/in/simonemporter

Nutrition Service Manager October 2010 – July 2014 Nutrition Service Manager March 2000 – March 2007

Island Health & Rehabilitation Bainbridge Island, WA

Kitchen Management: Full spectrum dining/kitchen management residents of 92, 62, and 36 bed facilities.

Food Supply & Inventory Management: Consistently maintained food and supplies at or below budgets.

Training & Development: Conducted regular staff In-Service trainings.

Special Events: Managed special/social events as a coordinator.

Menu Development: Implemented seasonal menus.

Staff Management: Hired, trained, and evaluated kitchen staff.

Operations Management: Conducted department operations in accordance with State and Federal guidelines. Resulted in 15 deficiency-free state surveys.

Management Training: Trained multiple managers at Extendicare facilities.

Medical Data Sheet Compliance: Familiar with dietary MDS requirements.

Therapeutic Dietary Management: Prepared therapeutic diets.

Committee Management: Coordinated monthly dining room committee meetings. Dietary Manager March 2009 – October 2010

Kitsap Health & Rehabilitation Center Bremerton, WA

Event Management: Successfully catered Fourth of July event for all residents (and family) and staff.

Department of Health Survey Compliance: 100% success and compliance rate on all State of Washington Department of Health surveys. Retrained staff and implemented new procedures. Dietary Manager March 2007 – March 2009

Messenger House Care Center Bainbridge Island, WA

Department of Health Survey Compliance: Spearheaded new policies and procedures that ensured 100% compliance with State of Washington Department of Health surveys. Included retraining staff and implementing new procedures.

Director of Dietary Services February 1998 – March 2000 Vashon Community Care Center Vashon Island, WA

Cost Control Program: Implemented new cost-control program, which reduced food costs across the board by 10%.

Recruiting Manager February 1993 – December 1994

Garden Fresh Restaurant Corporation San Diego, CA

Employee Recruiting and New Hire Management: Hired 300+ new employees. Conducted initial interviewed, ran background checks, and onboarded new hires.

University Recruiting: Developed and implemented new university recruiting program with three colleges/universities (Cal Poly Pomona, UC San Diego, and Cal Poly San Luis Obispo). SIMONE M. PORTER

■11165 Boardwalk Pl., NW

Silverdale WA, 98383

■ 360-***-**** ■ ********@*****.***

www.linkedin.com/in/simonemporter

Manager May 1991 – September 1992

Pacific Venture Company Pearl City, HI

Operations Management: Full-spectrum management of a Nutrisystem Weight Loss Center.

Business/Client Development: Increased client base by 35%.

Marketing Strategy: Improved overall marketing strategies of services and food products.

Labor Cost Reduction: Reduced labor costs to ensure increased profit margins within 4 months.

Team Development: Retrained staff with a client-focused, team oriented spirit. Associate/Vacation Manager March 1987 – April 1992 TransPacific Restaurants Honolulu, HI

Promotion/Leadership Track: Quickly promoted from Associate Manager to Associate Manger and Vacation Manager.

Operations Management: Acted as General Manager for 12 restaurants with various themes and concepts (e.g. fine dining, casual, steak/seafood, and breakfast).

Management Training: Trained several management candidates for corporate headquarters. EDUCATION

California State Polytechnic University (Pomona, CA)

● Bachelor of Science (BS): Hotel & Restaurant Management.

● Minor: Marketing.

CERTIFICATIONS & LICENSES

● Washington State Life and Health Insurance License. 2016.

● ServSafe® Certified (since 2010).

PROFESSIONAL SKILLS

Banquets

Cooking

Fine Dining

Food

Food & Beverage

Food Safety

Hiring

SIMONE M. PORTER

■11165 Boardwalk Pl., NW

Silverdale WA, 98383

■ 360-***-**** ■ ********@*****.***

www.linkedin.com/in/simonemporter

Management Training

Menu Development

Operations Management

Restaurant Management

Restaurants

Team Development

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