Customer Service Manager

AZAR JACKSON JR

Professional Summary

My medical skills has prepared me to be a strong leader. My skills as an auditor has prepared me to be a critical thinker. My skills in hospitality has prepared me to be attentive. My skills in management has prepared me to be resourceful. In a globalized market, having experiences beyond one sector is advantageous. I have developed the necessary tools to resolve conflict and enhance productivity and creativity in the work force in order to meet clients’ expectations.

Skills

● Special events planning

● Conflict resolution

● Luxury guests services

● Adaptability and responsiveness

● Reservations and booking system experience

● Marketing

● Inventory management systems

● Team player and self-motivated

● Budgeting and cost control

● Staff training

● Catering

● Group facilitation, presentation and organizational skills

Work History

Assistant Manager/Assistant Event Planner/Bartender/Host 07/2011 to 07/2015

Look Supper Club & Cities Restaurant and Lounge – Washington, DC

Negotiated contracts for events at Cities and Look Supper Club multifunctional space venues.

Collaborated with other planners for the annual Pierre Garçon White Party charity event.

Hosted holiday parties for large organizations such as Mayer Brown and CBS.

Planned fundraising events for clients such as Howard University Alumni and Professional Football Players Mothers Association.

Created Happy Hour events for clients such as International Monetary Fund and World Bank.

Served as main liaison between clients and restaurant staff.

Investigated and resolved customer/client inquiries and complaints in a timely and empathetic manner.

Assumed role of needed or absent staff to meet demand (e.g. bartender, host or server).

Effectively communicated with and supported sales, marketing and administrative teams on a daily basis.

Events Coordinator/Host 10/2010 to 07/2011

Capitol City Brewing Company at Postal Square – Washington, DC

Met potential clients to plan events over complimentary lunch/dinner.

Organized events from seated dinners, buffets, happy hour corporate parties, Congressional luncheons, outside patio themed parties and private buy out parties.

Planned events hosting large organizations such as Susan G. Komen for the Cure and college and university alumni associations.

Bartered with local community businesses to incentivize patronage.

Strategically developed effective marketing plans to increase sales and profits while managing costs.

Greeted and encouraged feedback from customers and used feedback to implement positive changes within the restaurant.

Clearly and promptly communicated pertinent information to staff such as party setup and last minute menu changes.

Created Banquet Event Order (BEO) documents and schematic drawings of setup for events.

Ran daily, weekly and monthly revenue reports in Micros from prior years and created current forecasting reports.

Strategically developed effective marketing plans to increase sales and profits while managing costs.

Welcome Desk Agent/Night Auditor 11/2008 to 12/2009

W Hotel Buckhead – Atlanta, GA

Opened the hotel as original staff launching the premier of the W in Buckhead, Atlanta, GA.

Maintained a daily net zero balance for all cash and credit flow.

Promoted the hotel brand’s loyalty scheme through enrolling guests into the Starwood Preferred Program.

Resolved service related problems in a timely manner.

Verified that personal and payment information on guest accounts were accurate and complete.

Updated team members about changes in hotel products, services, pricing and policies.

Excelled at making guests feel welcomed and at ease.

Improved customer service ratings through follow ups by maintaining a log of customer requests and complaints.

Increased market share by over 40% YOY by achieving 100% perfect occupancies.

Accommodated guests’ requests in accordance with W’s signature Whatever/Whenever© service.

Reviewed account information and charges with guests during check-out.

Collaborated with maintenance and housekeeping to a Guest Service Index of 97%.

Reconciled any discrepancy in the audit reports.

Handled arrivals and departures of hotel guests.

Server (Temp) 05/2008 to 10/2008

Chili’s Restaurant -- Atlanta, GA

Maintained a quality of service beyond the customer’s expectation to ensure repeat patronage.

Displayed enthusiasm and knowledge about the restaurant’s menu and products.

Routinely supported other areas of the restaurant as requested, including answering telephones and completing financial transactions for other staff.

Followed all safety and sanitation policies when handling food and beverage to uphold proper health standards.

Developed and maintained positive working relationships with others to reach business goals.

Immediately reported accidents, injuries or unsafe work conditions to manager.

Quickly recorded transactions in MICROS system to deliver prompt service.

Nurse Technician Level IV 05/2003 to 02/2008

Emergency Department Emory Healthcare Emergency Department – Atlanta, GA

Administered patient care in an acute and non-acute setting.

Served as the Emergency Department representative to the “lean management” objective, to redesign processes to improve flow and reduce waste.

Served as the Emergency Department representative to the Unit Practice Council, to develop improvements in customer and staff satisfaction.

Facilitated the training and integration of newly hired technicians and nurses into the Emergency Department as a preceptor.

Trained and specialized in Emergency Disaster Preparedness and Response.

Responded appropriately to the physical, emotional and developmental needs of patients.

Monitored critical patients with continuous 5 lead EKG and vital signs such as blood pressure and pulse.

Tested and recorded blood glucose levels.

Triaged patients.

Maintained accurate records of patient care, condition, progress and concerns.

Supported diagnostic procedures, assisted with technical nursing treatments and entered information in patient records and charts.

Placed standing orders, started intravenous lines and drew blood of patients.

Splinted patients with orthopedics injuries.

Catheterized patients.

Prepared deceased body for morgue.

Strong leader for nursing personnel assigned to the unit/shift.

Self-directed with astute judgment skills and high level of personal accountability.

Night Auditor 08/2001 to 05/2002

JW Marriott – Atlanta, GA

Understood principles of auditing, balancing and closing out accounts.

Ran end of day process in property management software (PMS).

Prepared a summary of cash, check and credit card activities.

Tracked room revenues, occupancy percentages, and other front office statistics.

Posted guest charges.

Mastered operating PMS and other front office hardware and software.

Created daily and weekly cash reports for accounting department.

Balanced monthly general ledger accounts to accurately record cost and month end accruals.

Reconciled discrepancies between accounts receivable general ledger and accounts receivable trial balance account.

Education

Conversa Spanish Language School – Santa Ana, Costa Rica Summer 2002

University of Virginia – Charlottesville, VA

Anticipated Bachelor of Interdisciplinary Studies Winter 2017

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