Operations Manager Customer Service
Resume:
Chaka Birl
Texarkana, TX *****
*************@*****.***
Operations Manager
Holiday Inn Express & Suites-Texarkana, AR
February 2021 to June 2024
1. Staff Management
Recruiting, training, and supervising staff
Conducting performance evaluations
Scheduling shifts and managing labor costs
2. Guest Services
Ensuring high levels of guest satisfaction
Handling guest complaints and feedback
Overseeing concierge services and guest relations 3. Financial Management
Monitoring budgets and financial reports
Implementing cost-control measures
Managing inventory and procurement
4. Maintenance and Facilities Management
Ensuring property maintenance and repairs
Coordinating with maintenance staff and contractors
Overseeing safety and compliance with health regulations 5. Operational Procedures
Developing and implementing standard operating procedures
Monitoring hotel operations and workflows
Analyzing operational efficiency and making improvements 6. Sales and Marketing
Collaborating with the marketing team to promote the hotel
Managing relationships with travel agencies and corporate clients
Overseeing pricing strategies and occupancy rates 7. Event Management
Coordinating meetings, conferences, and events
Managing catering and other services for events
Ensuring event logistics run smoothly
8. Reporting and Analysis
Preparing operational reports for management
Analyzing guest demographics and market trends
Tracking key performance indicators (KPIs)
9. Technology Management
Overseeing hotel management software and systems
Ensuring data security and guest privacy
Implementing technological upgrades and training staff 10. Compliance and Risk Management
Ensuring compliance with local laws and regulations
Managing risk assessments and safety protocols
Addressing any legal issues related to operations Assistant Manager
Burger King-Lumberton, NJ
April 2020 to August 2020
Staff Management
● Assisting in recruiting, training, and onboarding new employees
● Scheduling staff shifts and managing labor costs
● Conducting performance evaluations and providing feedback Customer Service
● Ensuring high levels of customer satisfaction
● Handling customer complaints and resolving issues
● Training staff on customer service best practices Operational Support
● Assisting the manager in daily operations and workflow
● Overseeing food preparation and service to ensure quality and safety
● Monitoring inventory levels and managing stock
Financial Management
● Assisting with cash handling and daily financial reporting
● Implementing cost-control measures and minimizing waste
● Preparing and analyzing sales reports
Health and Safety Compliance
● Ensuring compliance with food safety and sanitation regulations
● Conducting regular inspections of the kitchen and dining areas
● Training staff on health and safety protocols
Marketing and Promotions
● Assisting in local marketing initiatives and promotional campaigns
● Implementing upselling techniques to boost sales
● Collecting customer feedback for service improvement Team Leadership
● Motivating and leading the team during shifts
● Resolving conflicts and promoting a positive work environment
● Ensuring staff adherence to company policies and procedures Store Maintenance
● Assisting in maintaining cleanliness and organization in the restaurant
● Coordinating with maintenance staff for repairs and upkeep
● Ensuring proper functioning of equipment
Training and Development
● Providing ongoing training for new and existing staff
● Assisting in developing training materials and programs
● Supporting team members in skill development
Sales Tracking and Goals
● Monitoring sales performance and assisting in achieving targets
● Identifying areas for improvement in sales and service
● Reporting on trends and customer preferences to management Executive Housekeeper
Holiday Inn Express & Suites-Texarkana, AR
September 2019 to March 2020
1. Staff Management
Recruiting, training, and supervising housekeeping staff
Creating staff schedules and managing labor costs
Conducting performance evaluations and providing feedback 2. Quality Control
Ensuring that all guest rooms and public areas meet cleanliness and quality standards
Conducting regular inspections of rooms and common areas
Addressing any cleanliness issues and implementing corrective actions 3. Inventory and Supplies Management
Managing inventory of cleaning supplies and equipment
Ordering and restocking supplies as needed
Overseeing the maintenance and repair of housekeeping equipment 4. Budget Management
Assisting in developing and managing the housekeeping budget
Implementing cost-control measures to reduce expenses
Monitoring labor and supply costs to ensure budget adherence 5. Guest Relations
Addressing guest complaints and special requests related to housekeeping
Ensuring guest satisfaction with cleanliness and service
Collaborating with other departments to meet guest needs 6. Training and Development
Providing training for new housekeeping staff on procedures and standards
Conducting ongoing training sessions for existing staff
Promoting a culture of continuous improvement and excellence in service 7. Health and Safety Compliance
Ensuring compliance with health and safety regulations
Conducting regular safety inspections of cleaning procedures and equipment
Implementing protocols for hazardous materials and emergency procedures 8. Operational Procedures
Developing and implementing housekeeping policies and procedures
Ensuring efficient workflow and effective use of staff and resources
Monitoring and adjusting operational procedures as needed 9. Collaboration with Other Departments
Working closely with front desk, maintenance, and other departments to coordinate services
Participating in regular meetings to discuss hotel operations and guest feedback
Assisting in special events or group bookings that require additional housekeeping services 10. Reporting and Administration
Preparing reports on housekeeping activities, including staffing, inventory, and budgets
Maintaining accurate records of housekeeping operations and incidents
Handling administrative tasks related to the housekeeping department Customer Service Representative
Harte Hanks-Texarkana, TX
September 2017 to February 2018
Customer Interaction
● Answering inbound calls and responding to customer inquiries
● Making outbound calls to follow up on customer issues or promotions
● Engaging with customers via email, chat, or social media as needed Issue Resolution
● Identifying customer issues and providing appropriate solutions
● Troubleshooting technical problems and guiding customers through solutions
● Escalating complex issues to supervisors or specialized departments Information Management
● Accurately entering customer information and call details into the system
● Updating customer records and maintaining data accuracy
● Documenting interactions and resolutions for future reference Sales and Promotions
● Promoting products or services to customers during calls
● Upselling or cross-selling based on customer needs and interests
● Meeting or exceeding sales targets as set by the management Customer Education
● Providing information about products, services, and policies
● Educating customers on how to use products or access services
● Sharing tips and resources to enhance customer experience Compliance and Standards
● Adhering to company policies, procedures, and compliance regulations
● Maintaining confidentiality and data security standards
● Following scripts and guidelines to ensure consistent communication Performance Tracking
● Monitoring personal performance metrics (e.g., call handling time, customer satisfaction)
● Participating in training sessions and performance reviews
● Setting personal goals for improvement and development Team Collaboration
● Collaborating with team members to share information and best practices
● Participating in team meetings to discuss challenges and successes
● Supporting new hires and assisting with training when needed Feedback and Improvement
● Collecting customer feedback to identify areas for improvement
● Suggesting process improvements to enhance customer experience
● Staying informed about product updates and changes to provide accurate information Crisis Management
● Handling difficult or upset customers with professionalism and empathy
● De-escalating tense situations and finding satisfactory resolutions
● Maintaining a calm demeanor during high-pressure situations High School Diploma
Mcclellan High School
Driver's License
CPR Certification
References upon request
Assessments
Work motivation — Proficient
May 2020
Level of motivation and discipline applied toward work Full results: Proficient
Customer service — Proficient
June 2020
Identifying and resolving common customer issues
Full results: Proficient
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