Customer Service General Manager

ROGER L. SNOOK JR.

Burleson, TX ***** 682-***-**** *****.*****@*****.*** WWW: Bold Profile

Professional Summary

Energetic restaurant professional with strong teamwork skills. Determined and responsible with a commitment to improving organizational efficiency, labor costs, and food expenditures. Engaging guests with dynamic brand storytelling.

Skills

Microsoft Office Training

Team Building Staff Training

Employee Scheduling Labor Cost Controls

Work History

General Manager 01/2024 to Current

Cicis – Saginaw, TX

Ensured compliance with all food safety regulations and sanitation standards raising audit score by 14 points in 2 months.

Supervised over 19 staff in customer service, food handling, and safety protocols. Recruited, hired, and trained 6 new team members in just over 2 months. Maintained weekly labor and food cost goals.

Performed regular maintenance checks on equipment to ensure proper functioning. Tour Leader 04/2023 to 12/2023

Essor LTD – Boston, MA

Planned and coordinated tour itineraries to ensure all activities were within scope of tour experience.

Maintained accurate records of attendance, receipts, payments, and expenses incurred throughout the3-and-a-half-hour tour period.

Supervised tour guides onsite when necessary to ensure quality services were provided by them. Conducted group briefings at start of each tour to explain safety procedures and rules. Guided groups of up to eighteen guests on scheduled tours. Researched information on Boston's North End to provide accurate tours. Customer Service & Catering Director 11/2018 to 01/2023 Chick-fil-A Franchise – Methuen, MA

Managed inbound and outbound calls to customers regarding catering orders. Increased catering sales over 20% in 3 months.

Developed maintenance and cleaning protocols for two restaurants Recruited, hired, and trained staff for customer-friendly facing roles Increased customer usage of brand app through email campaigns. General Manager 01/2018 to 09/2018

J.P. Licks Homemade Ice Cream Cafe – Wellesley, MA Directed staff in daily work assignments to maximize productivity. Consistently maintained high levels of cleanliness, organization, sanitation, and storage of food and beverage products to ensure quality.

Managed recruitment, hiring, and training process for new team members. Built sales forecasts and labor schedules to reflect desired productivity goals. Marketing & Hospitality Director 03/2014 to 12/2017 Chick-fil-A Franchise – Little Rock, AR

Collaborated with leadership team to develop increased outside catering sales of over 80% for Q1 2017 by developing new business relationships in community. Initiated new VIP loyalty program by engaging personally with frequent guests of restaurant. Crafted and executed marketing strategy and budget for two multi-million dollar Chick-fil-A franchise locations

Collaborated with Leadership Team to reach quarterly and annual sales and performance goals Developed a new community partnership with local university that led to a 3-5% monthly sales gain in Q1 2016

Coordinated market-level activations (Komen Race for the Cure, Cow Appreciation Day, and other city-wide events)

Evaluated guest hospitality experience, and coached team members for continuous improvement

Managed recruitment process for new team members and conducted initial interviews. Senior Area Manager 11/2013 to 01/2014

SMS-NA – Little Rock, AR

Consulted with owners of small to medium-sized businesses and provide them with tax and efficiency services to increase profitability by 10-19%. Financial Advisor 01/2013 to 10/2013

Edward Jones – Little Rock, AR

Grew assets to over $200,000 in 4 months

Utilized most up-to-date investment information, coupled with active listening to determine client suitability.

Direct Sales Manager 05/2006 to 01/2013

FamilyLife – Little Rock, AR

Led e-commerce team that generated $2.0 million in annual revenue utilizing SEO tools and email marketing campaigns

Initiated resource selection, pricing, merchandising, and promotion for online store utilizing email, SEO, and social media

Provided excellent guest experience for person-to-person and phone sales. Education

Bachelor of Arts: Communications 05/1987

Eastern Nazarene College - Quincy

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