Customer Service Retail Operations

PAUL T. SMITH

RESORT / RETAIL MANAGER

*******@*****.*** • 435-***-****

LinkedIn • Saint George, UT

PROFILE

Dynamic and guest-centric professional harnessing 15+ years of experience to lead and manage hospitality and retail operations. Demonstrated track record of enhancing guest and client experience, leading to increased bookings, revenue growth, and organizational development. Proven success at supervising teams to ensure operational efficiency. Natural communicator, talented at cultivating relationships with key personnel.

AREAS OF EXPERTISE

●Resort Management

●Retail Operations

●Leadership & Training

●Guest Experience

●Customer Service & Satisfaction

●Sales & Revenue Optimization

●Communication & Collaboration

●Hotel Strategy & Execution

●Relationship Building

●Finances & Budgeting

EDUCATION

Coursework of Business

Santa Barbara College, Santa Barbara, CA

PROFESSIONAL TRAINING

Sales and Marketing Symposium - Pacific Tanning Supplies, San Diego, CA

Restaurant Operations Program, Santa Ynez, CA

Suzuki Service Advisor Training, Covina, CA

Sexual Harassment and Diversity Awareness, Covina, CA

PROFESSIONAL EXPERIENCE

Commercial Insurance Sales Account Manager, 2022 to Present

Northstar Financial and Insurance, Saint George, UT

Spearhead spectrum of operations to drive organizational growth and development. Network and build relationships with clients, delivering exceptional service and ensuring satisfaction and retention. Collaborate with cross-functional teams to design and implement comprehensive plans, meeting client needs while maximizing profitability. Assess complex risks and integrate data-driven decisions to mitigate potential challenges.

●Served as a liaison, leading complex negotiations and resolving all issues.

●Assessed complex risks and integrate data-driven decisions to mitigate potential challenges

Agency Owner, 2019 to 2022

Farmers Insurance Agent, Saint George, UT

Developed a strong client base, exceeding sales targets. Assessed risk and created comprehensive plans. Built trust with diverse clientele, ensuring personalized experiences. Employed persuasive techniques to close deals, navigate complex negotiations, and drive revenue growth. Established and implemented internal systems documenting effective policies and successful department procedures.

●Grew from 0 to 500+ policies, consistently meeting targets for 34 months consecutively.

●Boosted customer retention rate through a high number of referrals.

Store Director, 2014 to 2019

Maverik Country Stores, Saint George, UT

Directed and coordinated store activities, driving operational excellence and sales. Train and lead 25+ team members, optimizing store performance, fostering a positive work environment, and cultivating a customer-centric culture. Ideate and execute business strategies to boost growth and enhance overall guest experience. Streamline processes, optimize resources, and implement effective systems to maximize profitability.

●Ranked as top 10% of company.

●Won ‘Best of Town’ recognition two years consecutively.

●Achieved highest sales ever at a 35-year-old store.

●Met and surpass sales goals for five years consecutively.

●Ideated and executed bonus plans and automatic coffee machines.

PROFESSIONAL EXPERIENCE, CONTINUED

Store Director, 2011 to 2014

Kum and Go, Glenwood Springs, CO

Lead daily retail operations to maximize revenue and profitability. Deliver personalized experiences, anticipate needs, and exceed customer service. Develop strategies, optimizing pricing structures and identify opportunities for upselling and cross-selling. Inspire teams, fostering a positive work environment. Maintain brand standards, enhancing store reputation.

●Achieved ‘Manager of the Month’, leading store to become number six out of 450 stores.

Service Manager, 2009 to 2011

Hi Point Motorsports, Glenwood Springs, CO

Oversaw service department of Honda, Kawasaki, and Yamaha dealership. Led and managed teams, delivering high quality service to increase satisfaction and retention. Directed the service department, supervising a team of four staff members, and maintaining high standards of customer service and satisfaction. Communicate effectively with diverse stakeholders, work cross-functionally, and build strong partnerships to achieve goals.

●Managed warranty claims, to ensure timely processing and resolution for customers.

●Established strong relationships with organizations, effectively coordinating claim processes and customer reimbursements.

●Proficiently wrote service orders, accurately documenting customer requests and ensuring clear communication between technicians and clients.

●Efficiently handled payment collection, verifying completed service orders, and providing transparent invoicing to customers.

General Manager, 2008 to 2009

Punto Miguel Resort/Epic Excursions, Batangas, Philippines

Led various responsibilities including marketing, catering, scheduling, housekeeping, maintenance, and customer service to successfully manage resorts, elevating guest experience and upscaling resorts. Transformed resort operations, optimizing guest satisfaction and boosted revenue through strategic initiatives and service enhancements. Implemented innovative programs, enhancing brand reputation and return visits. Designed and integrated strategies, maximizing profitability while maintaining exceptional service standards.

●Created memorable guest experiences by anticipating needs and exceeding expectations.

●Guided and supervised 12 employees at a 30-bunglow resort and Jet Ski rental concession.

●Boosted sales by 1000%, increasing rebookings after first visit.

Additional Experience

Service Manager, Bert's Mega Mall, Covina, CA

Customer Relations Manager, Galpin Ford, North Hills, CA

Service Advisor, Honda Northwest, Las Vegas, NV

Business Owner, Desert Tanning Company, Palm Desert, CA

Resort Manager, Zaca Lake Retreat and Resort, Los Olivos, CA

Assistant Manager, Rancho Allegre, Santa Barbara, CA

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