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Manager Customer Service

Bonita Springs, FL, 34134
March 19, 2020

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Karen McAloon

Fort Myers, FL ***** 239-***-****

General Management & Facility Operations

Food & Beverage / Fine Dining & Hospitality / Event Planning

Profit-driven General Manager with over 15 years of experience across a diverse array of service arenas. Track record of reducing company costs and boosting revenue through effective management of operations and staff. Organized and diligent, with excellent interpersonal communication skills. Consistently build, train, and lead dynamic teams to provide superior levels of customer service. Proven expertise in:

Front and Back-of-House Operations

Hospitality and Culinary Management

World Class Guest Relations

Purchasing and Inventory Control

Special / High-profile Event Planning

Profit Margin Growth Strategies

Food and Kitchen Safety

Staff Leadership and Training


Leopardi’s Italian Restaurant-Fort Myers, FL

-Assistant General Manager 2019 to present

Oversee all daily operations of front and back of the house in a 250 plus seat venue. Scheduling, training and building a strong team that can service a very large volume of guests.

Key Contributions:

Building guest satisfaction and retention, by table touching attention to details.

Teaching the staff, the importance of building a strong relationship with their guests.

Reconfiguring employees to get the best guest services.

Game Time M&A LLC – Gulf Coast Center, Fort Myers, FL

MANAGER, 2016 to 2018

Directed vital front and back of house, administrative, and financial operations for restaurant, bar, and 20,000 sq. ft. game room with annual revenue of $7M serving 700 customers per day.

Orchestrated daily operations of 21-seat bar and 226-seat restaurant; ensured proper staffing levels and gap coverage; high levels of customer service; and conducted regular facility inspections to maintain compliance with local and state health and safety codes. Also supervised gaming room staff of 15; saw to proper machine maintenance and repair and the regular cash-out of four kiosks. Performed daily closing including cash-out of all servers, bartenders, game floor card hosts; conducted end-of-day safe count; and generated daily reports and financials for ownership.

Key Contributions:

Increased profit margins by 10% YoY through strategic talent management.

Interviewed, hired, and trained front of house consisting on average of 23 team members, monitored staff performance, and increased retention rates approximately 50%.

Built customer retention and referrals through service improvements and outstanding customer service.

Costco Store #354, Naples, FL


Directed production of baked goods servicing on average 900 customers per day in-season and 350 per day off-season.

Supervised daily operations and bakery team; maintained baker department staffing schedule; filled-in as needed. Managed production activities, maintained inventory, and marketed products.

Key Contributions:

Fostered environment of comradery and team-orientation and boosted productivity.

Top performer in promotional sales; promoted from part-time seasonal hire to Bakery Supervisor within seven months.

Club Demonstration Services, Naples, FL

EVENT MANAGER, 2013 to 2014

Directed warehouse promotional events as managing team member of Costco’s preferred in-house product demonstration service.

Monitored inhouse sales staff and vendor warehouse activities as related to promotions, events, and sale of vendor products. Ensured presentations positively reflected club store brand and top-level services were provided to store members. Hired, on-boarded, trained, coached, and conducted performance appraisals of company representatives.

Key Contributions:

Cultivated strong relationships with vendors and warehouse staff.

Produced high-performance sales teams that consistently met and/or exceed set targets.

Enhanced store members’ shopping experience; increased sales; and advanced company partnership with Costco.

TGI Fridays, South Bend, IN

MANAGER, 2010 to 2013

Hired to redesign front house processes and procedures to increase customer loyalty and raise NPS scores.

Restructured FOH operations and provided over daily operations. Also covered management of kitchen and bar four nights per week. Administrative duties included opening/closing reports and monitoring of all banking procedures. Provided new-hire onboarding, training, and continuing education to established staff.

Key Contributions:

Increased sales by 30% and boosted store from third place position to #1 within the franchise.

Hired quality individuals, promoted continued staff educational, and increased team strength.

Completed extensive management training through TGI Stripes University as well as in-depth Micros POS program training course.

Superior Service Training, LLC, Buchanan, MI


Offered consulting and training services to companies and individuals within the food/hospitality industry.

Developed training curriculum and course materials and led instruction in group and one-on-one classroom and on-site settings. Covered basics of fine dining, breakfast and lunch servicing, as well as basic and advanced levels of customer service.

Key Contributions:

Customized training according to area of service, environment, and customer base; contributed to bottom-line increases with training on upselling and improvements in customer service.

Kites Kitchen, Inc., New Buffalo, MI


Covered multiple aspects of operations including FOH, on and off-site catering, events, and staff training.

Coordinated FOH operations; booking and organization of on-site events and off-site catering; managed in-house and catering staff of 20. Trained new catering staff and supervised execution of high-profile client servicing.

Key Contributions:

Generated 40% increase of Front of House and Pantry sales.

Established lasting relationships with customers and improved client retention rates 30%.

Single-handedly ran off-season breakfast and lunch services with assistance of single bus person; services could run up to as many as 105 customers.

Career Note: Additional experience as Beverage Manager, Boyne USA, Boyne Falls, MI and General Manager, Victories Inc., Petoskey, MI.


Management: Restaurant, Bar, & Kitchen, TGI Stripes University, South Bend, IN

Manager Food Safety Certificate #20964449, National Registration of Food Safety Professionals

Micros Retail Systems Theft Prevention Liquor Handling & Licensing CARE/TAM

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