Manager Customer Service
Resume:
Kalvin A. Alderson
Richmond, VA *****
**************@*****.*** / KalvinAlderson@LinkedIn
SUMMARY OF QUALIFICATIONS
With 20 years working in the Hospitality and Customer Service industry I have become skilled in several management styles, and operating functions. At my most recent employer, I was the only supervisor companywide that managed his own concept, once becoming an assistant manager I began managing three separate concepts. Within my first quarter, I was able to lower my overhead, decrease overtime pay, and increase sale revenue. Having a strong record of exceeding Company goals and meeting high expectations along with strong administrative skills I have to provide a positive work environment with motivation and skill set training for team members improving efficiency and increased profits. The goal set for me is to be better than the day before and lifting my team better than their best.
SKILLS & ABILITIES
Accounting, Budgeting & Inventory Profit & Loss
Employee Training and Development Excellent interpersonal and communication skills Scheduling & Payroll Operations Management
Restaurant Management Conflict Management
Catering Food Safety
EXPERIENCE
MULTI-UNIT RESTAURANT MANAGER DELAWARE NORTH DEC 2019 - JUNE 2020
• Recruited, hired, trained, and coached over fifty staff members on customer service skills, food & beverage knowledge, sales, and health & safety standards, including Serve Safe training.
• Reduced costs by 13% through controls on overtime, operational efficiencies, and reduced waste.
• Consistently exceeded monthly sales goals by a minimum of 17% by training FOH staff on upselling techniques and by creating a reward program for top sellers.
• On average managed three different concepts with separate schedules and business reports for each.
MULTI-UNIT SUPERVISOR DELAWARE NORTH DEC 2018 - DEC 2019
• Developed a cross-training program ensuring FOH staff members were able to perform confidently and effectively in all positions.
• Grew customer return and increased per ticket sales average by retraining FOH in customer care, and BOH in customer readiness.
• Created and implemented, with the oversite of the Director, a reward program for frequent customers between Richmond Airport and Charleston Airport.
• Reduce BOH turnover by 58% in the first 4 months; hired and trained BOH on new operating standards.
UNION REPRESENTATIVE UNITE HERE LOCAL 23 NOV 2016 - DEC 2018
• Redefined positive line of communication with Management and employees creating solutions that aligned with company standards.
• Represented employees in all disciplinary matters with management.
• Redeveloped Company’s conflict resolution program for (Peer to Peer & Management to Employee).
• Negotiated National Contract
LEAD BARTENDER DELAWARE NORTH JUNE 2016 - DEC 2018
• Lead Bartender in charge of training and redevelopment.
• Increased bar sales by retraining all bar and server staff.
• Followed Company’s Guest Path and kept high scores with secret shoppers.
• Assisted Management with inventory and other tasks as needed.
General Manager Alamo BBQ Jun 2015 – Mar 2016
• Optimized operation to increase sales, productions and keep labor and ops under budget.
• Created a growing Catering Dept which added $50k to sales.
• Redesigned logo, menu, portions, and advertisements.
• Established a proper method for Cash Handling.
• Developed in-house training ability within the in-house team members.
Server Captain Landry's Restaurants (Chart House) June 2014 – Feb 2015
• Ensured all steps of Fine Dining Service during shifts.
• Function as lead server and shift navigator, supplying oversight and guidance to the Front of House team.
• Ensured the smooth operations of all aspects of table service.
• Trained staff members on the operation, expectations within the restaurant.
• Enhance operational tasks to align with company priorities.
Operational and Organizational Trainer Famous Dave's of America April 2010 - May 2015
• Focus in - Manager in Training (MIT), Train the Trainer, Hourly Training/Position Specific Programs, Annual Certifications, Operational.
• Coordinated workshops for Operators and Team Members to better understand units’ goals.
• Monitored day-to-day activities, noting areas needing improvement and implementing a plan of action.
• Analyzed company training methods and adjusted them to increase efficiency and exceed training goals.
Education
Open High School Richmond, VA June 2000
Certification
Issuing Number Expiration Date
Serve Safe- Food Manager 179*****-**/11/2024
Serve Safe- Alcohol 169*****-**/01/2022
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