Customer Service Continuous Improvement

KETHNA JOSEPH

Stoneham, MA ***** 857-***-**** ***************@*****.***

Strategic Business Leader & Hospitality Expert Excels in Service Innovation, Operational Excellence, & Team Development

Recognized for Transformative Leadership in High-Volume Environments Bachelor of Business Administration (BBA)

Performance-driven professional with advanced leadership experience in implementing programs to drive revenue growth,

enhance customer experience, and achieve operational excellence. Outstanding people development skills augmented by

years of hands-on management and operations experience. Proven record of developing high-performing teams and

elevating organizational capabilities in training, customer service, and establishing strong cultural values. Recognized as a

strategic business leader who can identify operational inefficiencies and implement real-time solutions to achieve desired

business outcomes. Passion for evaluating upstream and downstream processes to drive continuous improvement and

shape customer service programs.

CORE COMPETENCIES:

Strategic Planning Financial Management Sales Growth Customer Service Programming Leadership Development

Team Building Performance Management Talent Acquisition Business Analytics Service Innovation Training &

Development Excellence Operational Efficiency Continuous Improvement Multi-Site Operations Certified Virtual Training

Technical Aptitude] Cross-Functional Team Leadership Labor Management Property Management Business Development

EDUCATION

Eastern Nazarene College, Quincy, MA

Bachelors of Science, Business Administration (BBA)

Harvard University, Cambridge, MA

Finance & Accounting Certification Program

PROFESSIONAL EXPERIENCE

PLS Financial Services Sep 2020 - Present

DISTRICT MANAGER

Led district-wide strategic planning, operations, and financial management for a high-volume multi-site territory. Successfully

have grown the district by over 120% and reduced turnover by 80% in the first two years.

= Deliver a collaborative, transparent leadership style to position the district for future growth through the execution of

systems, processes, and training models that drive sales, profit, and consumer loyalty

= — Inspire, coach, train, and develop a staff of over 30+ team members to consistently provide exceptional customer service,

drive results, and create an environment that creates loyalty for PLS

= Execute HR strategies, including employee communications, performance management, leadership development,

employee relations, talent acquisition, policy development, legal compliance, and succession planning

= Utilize data to break down training opportunities, understand consumer trends, and apply analytics and insights to

maximize district resources, deliver ground-breaking service innovation, and create an unmatched retail experience

= Audit key business operations such as compliance, financials, forecasting, and detailed reports to ensure customer

service standards across the district are followed and to guide strategic initiatives that enhance operational efficiency

Davio's Northern Italian Steakhouse Mar 2018 - Feb 2020

GENERAL MANAGER

Established the restaurant's prominent position within a competitive market by executing platinum-level service standards, a

differentiated guest experience, and a highly engaged hospitality team.

= Managed and developed a team with a focus on building a culture of internal excellence at all levels, influencing through

positive leadership behaviors, and ensuring the conversion of people and guest strategies into reality

= Recruited, trained, and mentored a full and part-time team with a focus on creating a positive work environment and

consistently exceeding guest service scores above the company’s standards

= Increased team productivity and workplace culture based on company values and ethics

= Developed site-specific business plans to improve financial performance; analyzed financial statements and metrics to

determine trends and identify areas of opportunities to increase revenue, control costs, and exceed budget

= Lead continuous improvement activities through the transformation and analysis of data and key performance indicators

Super Palm Resort Jun 2006 - Mar 2017

Kethna Joseph 857-***-**** 2 Page

PRINCIPAL, GENERAL MANAGER

Oversaw delivery of exceptional guest experiences, driving revenue growth and managing efficient resort operations.

= Oversaw all aspects of business operations across revenue generation, cost controls, financial performance,

growth/development, operational excellence, guest satisfaction, and staff development

* Partnered with cross-functional resources, including sales, marketing, HR, and finance, to align objectives and execute

business strategies that ensured the achievement of financial goals and delivered exceptional guest experiences

= Direct and manage all facets of the team, including interviewing, hiring, training, scheduling, coaching, and motivating

= Fostered a collaborative culture that nurtures future leadership and ensures a guest-focused atmosphere, delivering

exceptional hospitality standards

= Increased revenue by 35% and EBITDA by 45% for Super Palm Resort in the first 36 months

= Recipient of the "Excellence in Hospitality” Award by the Belize Tourism Board

TECHNOLOGY

Computer:

MS Office (Word, Excel, PowerPoint, Access), Microsoft Team, Menu-Link, Kronos, Aloha, UltiPro, Publisher,

Micros, Light-Speed, and more

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