Human Resource Customer Service
Resume:
David S. Gordon Puyallup, WA *****
*********@*****.***
OPERATION MANAGEMENT, HUMAN RESOURCE MANAGEMENT,
TRAINING & LEARNING DEVELOPMENT
Accomplished Business Management Professional with a BS in Human Resource Management and an MBA. Management and staff development. Knowledge of diversity and inclusion practices. Lead prospecting to enhance growth and foster brand market penetration. Practical, working understanding of business growth requirements from a public interest standpoint. Highly effective at incorporating creative leadership skills to achieve and exceed modern business objectives.
Core Proficiencies
Customer Service Management Development Analysis of Metrics Human Resource Experience Inventory management and control Safety Standards & Protocols Training and Development Recruitment Conflict & Issue Resolution Vendor/Client Relationships Microsoft Office Suite Operations Metrics Budget Creation & Adherence Strategic Market Planning Employee Mentorship
Work Experience
Area Manager
Amazon.com – Troutdale OR, Kent WA, Spanaway WA
August 2020 to Present
•Launch team member for 800,000 sq. ft facility in charge of all dock IB during shift
•Manage area readiness surveys
•Kaizen responsibilities through the shift to maintain organization
•Defects per Million (DPMO) reduction from 22,000 to 6,500 at another through proper stowing and picking etiquette.
•Created a new SIOC (send in own container) policy to reduce slam kickouts (faults) by 20%
•Decrease time off task by recategorizing time punches to align with the company standard work.
•Reduced indirect spending to increase profitability
•Responsible for achieving better food safety scores through quality control and cleanliness.
•Made quality control spend better by refocusing responsibilities based on importance.
•Cleaned up bin quality to achieve better throughput and customer experience.
•Adjusted max ASINs per bin to establish better bin health to achieve higher standards and customer metrics
•Redesigned the hazmat program to satisfy Washington state laws.
Unemployed looking
Unemployed - Las Vegas, NV
January 2020 to August 2020
Unemployed due to COVID
Partner & Owner
Metro Diner - Las Vegas, NV
June 2019 to January 2020
•Oversaw a team of 50 employees, including four salaried Managers, to manage internal operational standards and meet and/or exceed productivity targets.
•Achieved food inventory stabilization by reducing on-hand inventory by $3000 monthly.
•Assess suppliers for product quality, budget adherence, and delivery compliance, maintaining tight cost controls.
•Maintained proper HAACP controls to align with Southern Nevada Health Codes (SNHD).
•Created promotional approaches to boost customer appreciation rates and foster new market penetration, enhancing engagement and driving business growth through customer service.
•Directed training and retraining of employees to boost performance and enhance business results.
•Excelled in every store position and backed up front-line staff to keep expertise fresh and relevant.
•Resolved guest disputes through email and social media as necessary.
•Finance adherence to include bill pay, payroll, and all Profit and Loss lines.
General Manager
Buca Di Beppo Excalibur, Buca Café Bally’s, Tequila Taqueria - Las Vegas, NV
October 2011 to June 2019
•Multi-site responsibilities
•Lead in opening a new location inside Bally’s hotel on the Las Vegas strip.
•Combined Volume responsibility of $14 million
•Training of all management personnel, including the new General Manager.
•Payroll adherence during opening for Union employees.
•Balanced training for all FOH and HOH employees
•Responsible for both locations' hiring, staffing, food quality, and profitability.
•Weekly calls with stakeholders to go over financial goals for the upcoming month and results for the previous month
•Maintained inventory, ordering precise quantities of stock and executing corrective actions when necessary
•drive profitability and lower on-hand quantities by 15%
•Maximized efficiency through coaching and mentorship of 75 personnel on Union and Corporate principles, industry practices, company procedures, the Aloha system, and the hotel InfoGenesis system.
•Assessed financial statements and corporate reports to evaluate weekly and monthly performance rates, developing targeted improvements and implementing changes to maintain a 15 to 20% profitability with a CBA expense structure.
•Adherence to all Food Safety and Health regulations to maintain an A rating.
•Forecasting sales and labor trends to evaluate expected personnel requirements and develop forward-thinking approaches to achieve objectives.
•Guided policies and procedures to provide appropriate investigation actions and resolve grievances.
•Educated management on policy implementation and enforcement actions to prevent employee union and legal entanglements.
•Divisional Vice President proxy as required in their absence.
General Manager
Red Robin - Las Vegas, NV
June 2009 to August 2011
•Organized budgets and weekly inventory, oversaw P&Ls, and met margin targets consistently to stay on track with growth plans.
•Enhanced business strategy, developing systems and procedures to improve operational quality.
•Coached 60 personnel on value-based principles, industry practices, company procedures, and the Aloha POS system.
•Held weekly meetings with Managers and key training personnel to brainstorm techniques and to overcome sales obstacles.
•Enforced quality assurance protocols to deliver phenomenal customer experiences.
Managing Partner
Chili's Grill & Bar - San Jose, CA
May 2003 to June 2009
•Directed a strategic initiative that improved team productivity by 75%.
•General Manager for day-to-day restaurant functions, including scheduling, food service, and upholding excellent customer service standards.
•Audited kitchen and front-of-house to guarantee the cost-effectiveness of the restaurant. Established and implemented business procedures and process improvements.
•Performed inventory, made food and supply orders in precise stock quantities, and executed corrective actions to drive profitability and reduce waste.
•Created daily schedule for 100 restaurant workers, filling in shifts whenever necessary.
•Reviewed performance data to monitor and measure employees' productivity, goal progress, and activity levels.
•KB Toys – Store Manager
•Black Angus – General Manager
•Berne’s Inn Inc – General Manager
Education
Master of Business Administration
Western Governors University - Las Vegas, NV
Bachelor of Science in Human Resources Management
Western Governors University - Las Vegas, NV
Skills
•Employee Relations
•Customer Service
•Budgeting
•Profit & Loss
•Labor Cost Analysis
•Change Management
•Quality Assurance
•Forecasting
•Microsoft Office
Awards
GM of the year
August 2015
was awarded in 2015 for the fiscal year 2014
GM of the quarter
April 2016
Awarded for cost control in Q1 2016.
Assessments
Analyzing data — Proficient
February 2020
Interpreting and producing graphs, identifying trends, and drawing justifiable conclusions from data.
Total results: Proficient.
HR: Compensation & benefits — Proficient
February 2020
Knowledge of compensation and benefits programs
Total results: Proficient.
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