Customer Service Michigan University

Nikki K Pieczynski

**** **** ***** ****, ********* 11 • Oshkosh, WI 54901 • 906-***-**** • ***********@*****.***

Known for: “Delivering ultimate customer experience” and “driving revenues”

Summary

Inspired leader of workplace professionals, students and parents alike. Driven to mentor all ages to believe in themselves to contribute to society and business. Passionate about leading teams with high organizational and problem solving skills driving positive corporate results. I am a “quick” learner, highly analytical with an ability to multitask.

Earned repeated promotions, managing F&B outlets, functions and teams within restaurant and hotel. Presently manage P&L and front- and back-of-house operations for Best Western’s fine dining at the Ground Round, family-style casual restaurant and lake deck operations. Oversee quality controls; budget management; safety compliance; and the recruitment and performance of 125 restaurant team members

Earned reputation for going the extra mile to improve customer service experience

Developed high performance customer experience teams contributing to positive revenues

Believes in accountability and doing what’s right for the customer and business alike

Provided instruction to students with disabilities using a variety of formats; visual, auditory, and kinesthetic

Consulted with guests to determine objectives and requirements for events and provided guidance to employees to ensure quality guest services for banquets, conferences, meetings, and catered events

Established positive rapport with clientele in order to maintain long-term relationships and promote repeat business by identifying customer needs, respond to customer inquiries, and collaborating with internal departments to optimize

Accommodated, confirmed all restaurant reservations, and increased large party reservations by 15%

Experience

Ground round (under Best Western)

Manager & Special Event Coordinator, Oshkosh 2020 to 2021

Improved efficiency, sequence of service, order expediting and table-turn times in all dining outlets to achieve a 19% gain in daily served with zero additional labor or overhead costs.

Increased employee satisfaction by 23% while cutting staff turnover in half by developing staff recognition and accountability programs.

Established mandatory customer service training program for all customer-facing employees. Boosted guest satisfaction scores from 89% to 95% within 6 months of program launch.

Developed and enhanced new business offerings for business, private parties, and special events for restaurant, hotel, and banquets.

Enhanced customer relationship management (CRM), service and brand awareness programs.

Ensured guest satisfaction through our GEM program and created professional relationships through continuous interaction with the client.

Acted as the face of the company for social media sites and promoted the business outside of work.

Conceptualized and coordinated special events to increase sales company wide.

Worked directly with the vendors to coordinate marketing events to promote new products and drive sales.

Partnered with bartenders to create and introduce signature cocktails and gourmet appetizer menu that doubled bar revenues within 2 months.

Managed the Human Resource aspect of the business through recruiting, initial training, and continuous development.

Managed a team of 6 supervisors with an additional 12+ service employees (incl. Cashiers/greeters, servers, bartenders, cooks, hosts, and server assistants), delegating responsibilities in a fast-paced and high-pressure environment.

Scheduled staff appropriately to business volume to provide maximum quality services at minimum expense.

Trained staff on proper policy, procedures, and rules for the use of equipment used in the restaurant, housekeeping, maintenance, front desk, and office. Communicated job duties and policies to employees to drive\provide excellent service.

Supervised all procurement/inventory activities for servers and kitchen staff.

Executed opening/closing duties including: financial reports, preparation of deposits, and verifying staff accuracy.

Monitored compliance with local, state and federal health and safety standards and conducted self-audit inspections.

Managed all incoming cash and prepared nightly deposits and prepared end of day and weekly reports

Maintained systems and procedures designed to monitor and regulate bar/food/labor costs.

Ensured customer satisfaction of up to 30 table reservations in an evening.

Utilized Microsoft Office and Google Docs to keep books, track sales goals, and schedule employees.

Supervisor, Neenah 2018 to 2019

Reduced food costs 8% after identifying and eliminating inventory issues such as excess ordering, poor storage and inefficient waste management.

Managed ordering of food, supplies and beverages, as well as inventory control and auditing of stockroom

Maintained and developed a superb dining experience for families.

Ensured Occupational Safety and health Act, local health and safety codes, and restaurant safety to maintain security and assure policies are met.

Guaranteed food quality and 100% customer satisfaction by auditing menu items and food service performance.

Managed all line cook duties for restaurant, bar, outdoor lake deck services, including prep work and expediting.

Performed daily walk through of facilities to ensure cleanliness and ensured checklists were completed for business readiness the following day.

Fond du Lac School District, Fond Du Lac WI

Cross-Categorical Teacher 2017 to 2018

Oshkosh School District, Oshkosh WI

Self-contained EBD Teacher 2016 to 2017

The Limited, Appleton, WI

Sales Associate 2016 to 2016

Don & GG’s, Ironwood, MI

Server Summer 2016

Hurley K-12 School District

PreK-9 LD/EBD/OHI Teacher 1998 to 2016

Potrykus, Dr Neal, DDS, Dental

Dental Assistant and Office Manager 1995 to 1998

Certifications - Professional Memberships

Altrusa Member, Oshkosh, WI (6/2020-Present)

Dance Parent Representative, Oshkosh North Booster Club, Oshkosh, WI (8/2018-3/2020)

Skills

Business Growth and Strategic Planning

Business Development

Key Account Management

Key Account Retention

Cross-Functional team training

B2B Sales/marketing Development

Team leadership & Mentoring

Campaign management

Measurable Deliverables and KPI’s

Customer Service/Satisfaction Driven

Excellent interpersonal skills; ability to build, manage and influence virtual teams

Strong partner focus, including experience with partner marketing

Excellent influencing, consensus-building and conflict-resolution skills

Ability to interface effectively with all levels of management and functional disciplines

Negotiating skills

Excellent written/oral communications and analytical skills

Education

Northern Michigan University – Marquette, MI

Master’s Degree - Administration

Supervisor and Director of Special Education

Silver Lake College – Manitowoc, WI

Master’s Degree - Teacher Leadership

University of Wisconsin – Stevens Point, WI

LD/EBD Certification

University of Wisconsin – Eau Claire, WI

BS Elementary Education

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