Customer Service Manager
Resume:
KELBERT KENNEDY
St. Albans
New York 11412
Mobile: 1-929-***-****
E-mail: ********@*****.***
Career Objective
A polished, results-driven, team oriented professional seeking a position in a growing company that will provide personal and continued professional growth.
Education
University of the West Indies, Mona (2014- 2016)
Master of Science in Human Resource Development
Environmental and Maintenance Management Services (2014)
HACCP Certificate level 1
University of Technology, Jamaica UTECH (2007-2011)
Bachelor of Science in Hospitality and Tourism Management
Major: Tourism Management
University College of the Caribbean UCC (2005-2007)
Associate of Science in Business Administration
HEART TRUST/NTA (2004-2005)
NCTVET Certificate in Data Operation Level 1
St. George’s College (1999-2004)
Six (6) C.X.C. subjects
Employment History
NK Hospitality Limited, Kingston 5, March 2015- December 2016
Title: Assistant Hospitality Manager
• Identify and delegate responsibilities to supervisors and staff to ensure objectives are met and excellent service is consistently achieved for NKCC and NK Deli
• Effectively manage the hospitality unit in the absence of the Hospitality Manager
• Manage operations with passion, integrity, and knowledge while promoting the culture and values of NK Hospitality.
• Implement new company policies and procedures by developing plans and instructing staff.
• Provide direction to supervisors, and staff to achieve goals.
• Consistently review operations and staff to identify any problems, concerns, and opportunities for improvement.
• Provide coaching and feedback to supervisors and staff and assess performance on an ongoing basis.
• Ensure all proper kitchen procedures are followed using HACPP guidelines.
• Consistently monitor labor costs to remain within goals (approve scheduling)
• Solicit guest feedback to understand the needs and wants of customers
• Train and coach staff on guest services principles and practices
• Enforce NK Hospitality policies and procedures, including those for cash handing and safety/security
• Monitor and maintain the Quick Books POS System
• Assist in new menu implementation
• Develop and implement creative solutions to areas of improvement
• Assist in any areas of the operation when staffing constraints require
• Identify employee weaknesses and retrain as necessary
The Courtleigh Hotel and Suites, Kingston 5, November 2010 – February 2015
Title: Food and Beverage Supervisor
Supervising and coordinating activities of dining room personnel to provide fast and courteous service to guest
Greeting and seating the guest
Handling guest complaints
Coordinating setting up of functions
Making reservation for guest functions
Lead banqueting team in serving guest
Communicating all banqueting events to the catering office or any other affecting departments.
Scheduling of staffs, training, staff appraisal, coaching and monitoring
Gathering and distributing banquet contracts to relevant department and persons
Forecasting and cost control
Gaidos Seafood Restaurant of Galveston, Texas USA (Internship) May 2010- August 2010
Title: Trainee Manager for Front of the house.
Ajas Jamaica Ltd/ Norman Manley International Airport (Internship) May 2009-July 2009
Title: Clearance agent/Passenger Services Agent
Collecting General Declaration form from cabin crew and distribute to Customs and Immigration.
Assisting crew members in gather flight plan
Clearing of cargo from in-coming flight
Providing passenger with flight information
Check in passengers on flight
Make boarding announcement
Supervision of unaccompanied minor to get on flight
Sorting, storing and distributing delayed baggage to passengers
Digicel Jamaica October 2008- May 2010
Title: Customer Care Representative
Providing world class customer service
First point of contact
Resolving customers query in a timely manner
Providing accurate information to customer
Recording information from customer
Maintaining call center service level
As a promoter; doing Christmas promotions on their products.
Accent Marketing Jamaica Ltd (April 2007- August 2008)
Title: Customer Service Representative
Answering all incoming calls
Maintaining good Customer Service
Greeting customers
Data Entry
Extra-Curricular Activities
Playing football, reading, dancing and socializing
Skills and Abilities
Excellent Oral and Written Communication skills
A team player with the ability to work effectively
Excellent interpersonal skills
Excellent analytical skills
Computer Literate
Able to work on my own initiative
Detail and Process Oriented
References
Available Upon Request
Contact this candidate