General Manager Customer Service

SJ

SHAWN JACOB

*****.*****.**@*****.*** 720-***-**** Lakewood, Colorado 80227

Highly driven General Manager successful at implementing strategic approaches to drive profitability and sales. Recognized for performance excellence in operations and customer care. Successful at motivating, training and developing team members to drive profitability in highly competitive environment. Distribution Management

Branding

Business Administration

Workflow Planning

Operations Oversight

Sales

Customer Relationship Management

Project Management

Sales Team Development

Staffing

Vendor Partnerships

Profit and loss accountability

Economic Analysis

Operations Start-Up

MRP and ERP systems

Product Development

Troubleshooting expertise

Domino's Pizza Littleton, CO

General Manager

05/2013 - Current

Manages all aspects of daily business operations including budgeting, staffing, scheduling, inventory control, customer service and sales. Resolves customer complaints quickly while maintaining high quality standards of service delivery.

Trains employees on duties, policies and procedures. Recruit's, interviews and hires qualified staff for open positions. Manages payroll tracking and scheduling to ensure cost-effective operations.

Establishes and maintains effective communication with staff members to ensure efficient operations.

Recruited, trained and empowered employees to achieve key performance indicators.

Supervises employees through planning, assignments, and direction. Implements discipline procedures by delivering verbal and written warnings to employees.

Creates a positive work environment by developing team building activities that encouraged collaboration among departments. Monitored and analyzed monthly sales data to create reports used for business development planning.

Builds and maintains loyal, long-term customer relationships through effective account management.

Delivers exceptional client experiences through hands-on leadership of associates and managers.

Ensures compliance with applicable laws, regulations and industry Summary

Skills

Experience

standards pertaining to operations management.

Colorado Rockies Denver, CO

Guest Service Representative

03/2017 - 09/2021

Welcomed large volume of guests and improved overall customer service. Handled customer complaints professionally and efficiently. Organized and cleaned lobby and reception areas, fostering strong visual presentation.

Provided assistance to guests throughout their stay. Answered incoming calls from guests seeking reservations or general information.

Invited guests to join loyalty programs and special promotions to stay connected.

Promoted loyalty programs to encourage repeat business. Encouraged customers to provide feedback on their stay experiences. Documented guest suggestions and complaints to facilitate process improvements with leadership.

Maintained knowledge of local activities and events to educate guests on options.

Denver Broncos Denver, CO

Guest Service Representative

07/2019 - 12/2020

Welcomed large volume of guests and improved overall customer service. Resolved guest complaints in a professional manner. Promoted high level of guest satisfaction through genuine, enthusiastic and friendly interactions.

Greeted and assisted guests with variety of inquiries, promoting service standards.

Greeted walk-in and phone guests, determining interests and needs. Provided assistance to guests throughout their stay. Assisted guests with check-ins and check-outs in a timely manner. Spoke with patrons to make conversation, answer questions or to respond to complaints.

NFL Pro Bowl Orlando, FL

Event Management Intern

01/2017 - 01/2017

Assisted in the recruitment of staff for specific events when needed. Developed marketing plans to promote events through various channels such as email, print, digital media and social media. Created flyers, brochures and booklets for outreach within community with [Software].

Received feedback from participants following completion of an event. Coordinated transportation arrangements for attendees at large scale events.

Oversaw work of up to [Number] staff seamlessly executing professional events.

Implemented promotional strategies to maximize conference and convention attendees.

Miami Dolphins Miami, FL

Sales Associate

08/2016 - 12/2016

Helped customers find specific products, answered questions, and offered product advice.

Greeted customers and provided exceptional customer service. Engaged customers in friendly, professional dialogue to determine needs. Worked with fellow sales team members to achieve group targets. Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.

Used technology resources to assist customers in locating and selecting items.

Orlando Predators Orlando, FL

Sports Marketing Intern

03/2016 - 09/2016

Developed and implemented marketing plans to target specific audiences for various sports teams.

Assisted in creating promotional materials such as brochures, flyers, banners.

Captured, organized and edited videos and photos for presentations and advertising.

Edited video footage captured at game days or special events into short clips suitable for digital platforms.

Created content for social media campaigns to promote team events and activities.

Performed detailed analysis of sports programs and made recommendations on best practices and industry trends. Collaborated with sports marketing team to manage and update website, increasing traffic [Number]%.

Maintained a database of contacts including athletes, coaches, sponsors, and media outlets.

Gathered details and wrote pre- and post-game information releases and announcements.

Compiled reports summarizing key metrics related to audience engagement and growth.

Full Sail University Winter Park, FL

Bachelor of Science in Sports Management

03/2017

Education and Training

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