Customer Service Office Manager
Resume:
Annmarie Gitto
Philadelphia, PA *****
*********@*****.***
Upbeat and flexible manager, who is motivating, enthusiastic, and detail-oriented. Handles multiple tasks and responsibilities simultaneously, while providing exceptional customer service to ensure satisfied customers. Driven and result-focused to be a positive example to staff Authorized to work in the US for any employer
Work Experience
Food and Beverage Manager
Rivers Casino - Philadelphia, PA
January 2023 to Present
• Manages food and beverage department to achieve financial results and service related standards.
• Implements policies, procedures, and service standards to ensure efficient operations and guest satisfaction
• Responds to guest and employee needs and resolves complaints and issues
• Inspects food and beverage outlets and observes worker and patrons to ensure compliance with occupational, health, and safety standards Controls labor and operating expenses
• Orders all liquor, wine, and beer for the property
• Monitors inventories and reports discrepancies to the director
• Schedules and directs Team Members in the performance of work assignments
• Maintains high food, service and health and safety standards
• Maintains high visibility in the outlets Prepares financial and other reports
• Ensures compliance with regulatory controls both internal and external including but not limited to state and federal laws
• Hires, trains, and manages Team Members in accordance with organizational and approved departmental standards, policies, and programs
• Performs all other duties assigned
Office Manager
Hockfield Group - Philadelphia, PA
October 2022 to June 2023
• Writing up contracts and sending them out for private events
• Employee onboarding
• Organizing Excel sheets for inventory
• Keeping track of restaurant expenses
• Handling customer issues
• Training staff on new menu items
• Creating menus
Wellness Advisor
Sunnyside Medical Marijuana Dispensary - Philadelphia, PA May 2022 to September 2022
• Greet customers, ensuring a best-in-class experience.
• Build customer relationships by asking questions about and listening attentively to customer needs, fostering a welcoming and reassuring environment.
• Assist customers in product selection through education of different cannabis products and their varying impact on the human body.
• Apply effective selling and cross-selling techniques to build baskets.
• Verify proper documentation and ID for customers.
• Assist in verifying the accuracy of orders being dispensed to customers in a timely fashion.
• Label and package customer orders.
• Perform accurate cash handling in the company's Point of Sale system, following Standard Operating Procedures (SOPs).
• Maintain accurate records of all dispensary activities including customer records, sales, deliveries and returns in accordance with the state regulatory agency and the standards set by Company.
• Perform routine inventory counts of all products.
• Ensure product stock is organized and meets compliance regulations.
• Assist managers with organizing sales floor merchandise and product displays.
• Ensure security measures and safety compliance in the store according to Company SOPs.
• Assist in keeping the store an organized and clean environment for customers and team
• Escalate any employee or customer issues to management. Bartender
Sugar Factory - Philadelphia, PA
January 2022 to August 2022
Responsibilities:
• Mix cocktails from our preset menus as well as other alcohol and non alcohol drinks for customers
• Know the legal limitations for serving alcohol as well as verifying proper identification
• Take food orders from customers and communicate them to the kitchen
• Execute drink orders for service bar
• Maintain a clean, sanitary, and well-stocked bar. Dispensary Agent
Trulieve - Philadelphia, PA
October 2021 to June 2022
• Provide exceptional customer service to patients, guests, and coworkers
• Coordinate return and exchanges in accordance with company policy
• Print return/exchange forms for all stations and delivery
• Update the Register Inventory sheet as needed
• Assess inventory needed in the live inventory room and transfer items as needed, complete daily inventory counts
• Assess inventory overages and shortages and submit inventory needs to the logistics
• Assess accessory needs with manager and order as needed
• Enter all vape pens and merchandise into point of sale system when received
• Perform other duties as assigned
Assistant General Manager (AGM)
Hand & Stone Massage and Facial Spa - Philadelphia, PA February 2020 to September 2021
• Endured payroll was correct and on time
• Hired and trained all new staff
• Managed customer accounts
• Greeted customers
• Conducted customer service surveys
• Handled reservations
• Resolved customer issues
• Booked appointments for clients
• Worked in the inbound call center
• Created call center scripts
• Collected and documented orders
• Responded to inquiries and issues
• Inventoried spreadsheets
• Operated the cash register and safe
• Managed customer accounts
• Train employees on new and updated software
• Adjust scheduling errors
• Followed and enforced CDC guidelines for reopening
• Handled customer relations
• Key holder
Front Desk Receptionist
European Wax Center - Philadelphia, PA
August 2017 to January 2020
• Serves visitors by greeting, welcoming, and directing them appropriately.
• Notifies company personnel of visitor arrival.
• Maintains security and telecommunications system.
• Informs visitors by answering or referring inquiries.
• Directs visitors by maintaining employee and department directories.
• Maintains security by following procedures, monitoring logbook, and issuing visitor badges.
• Operates telecommunication system by following manufacturer’s instructions for house phone and console operation.
• Keeps a safe and clean reception area by complying with procedures, rules, and regulations.
• Supports continuity among work teams by documenting and communicating actions, irregularities, and continuing needs.
• Contributes to team effort by accomplishing related results as needed.
• Collecting payments for services and memberships
• Scheduling and rescheduling clients
Shift Supervisor
CVS Health - Philadelphia, PA
September 2016 to August 2018
• Minimize Shrink percentage through daily cash reports
• deliveries and damages
• effectively met and exceeded sales expectations on a daily basis
• trained and monitored staff under my supervision
• delegated and overseen tasks to ensure daily production and organization
• trained several associates to become cashiers photo specialists, shift leaders, and assistants. Head Server/Bartender
Paupack Hills - Greentown, PA
July 2014 to August 2016
• Prepare room for dining by clothing tables and setting decorations, condiments, candles, napkins, service plates and utensils
• Protect establishment and guests by adhere to sanitation, safety and alcohol beverage control policies
• Help guests select food and beverages by presenting menu; offering cocktails; suggesting courses; explaining the chef's specialties; identifying appropriate wines; answering food preparation questions
• Stay updated on current menu choices, specialties and menu deviations, knowing if the kitchen staff is running out of any items, etc.
• Transmit orders to bar and kitchen by recording patrons' choices; identifying guests' special dietary needs and special requests
• Keep kitchen staff informed by noting timing of meal progression
• Serve orders by picking up and delivering guests' choices from bar and kitchen; deliver accompaniments and condiments from service bars
• Respond to additional guest requirements by inquiring of needs; observing dining process
• Maintain table setting by removing courses as completed; replenishing utensils; refilling water glasses; being alert to guest spills or other special needs
• Properly open and pour wine at the table side
• Conclude dining experience by acknowledging choice of restaurant; inviting patrons to return
• Obtain revenues by totaling charges; issuing bill; accepting payment; delivering bill and payment to host; returning change or credit card and signature slip to guests
• Contribute to team effort by accomplishing related results as needed
• Provide welcoming phone greeting and following Guest ordering procedures
• Convey menu information over the phone to Guests and give accurate estimate of delivery time
• Perform basic cleaning tasks as needed or directed by supervisor
• Fill in for absent staff as needed
• Assist with special events as needed
• Promptly address customer service issues and refer customers to management when necessary Education
Master's in Law
University of Pennsylvania - Philadelphia, PA
January 2020 to Present
Bachelor's in African American Studies
University of Pennsylvania - Philadelphia, PA
August 2016 to December 2019
Skills
• Microsoft Office
• Teamwork
• Team Building
• Customer Service
• Conflict Resolution
• Sales Management
• Cash Handling
• Inventory
• Management
• Retail
• Sales
• Excel
• Marketing
• Restaurant Experience
• Event Planning
• Personal Assistant Experience
• Presentation Skills
• Account Management
• Office Management
• Leadership
• Cold Calling
• Scheduling (1 year)
• Personal Assistant Experience (1 year)
• Microsoft Outlook
• Organizational Skills (3 years)
• Retail sales
• Bartending
Languages
• English - Expert
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