Customer Service Operations Manager

Professional Summary: *

Accomplished General Operations Manager with more than 19 years’ experience in diverse areas of facilities management. Thorough understanding of event planning as well as day-to-day business operations necessary for an industry leading music venue. Good working knowledge of HVAC, electrical, plumbing, general safety guidelines and OSHA standards. Excellent work ethic with commitment to guest and client satisfaction.

Skills: 0

·Resourceful problem solver

·Contract and business development

·Building security/risk management

·Customer service oriented

·Strong interpersonal skills

·Event coordination and planning

·Skilled leader

·Results driven

·Adaptable team-player

·Interaction with city officials

Experience: 0

Lowes: February 2022– Present

Norfolk, VA

Millwork Specialist

·Responsible for selling quotes and installation of exterior doors and storm doors, as well as interior doors and windows

·Customer communication via email, phone, direct contact

·Selling on average $1,500-$5,000 weekly

·Stocked shelves and kept inventory

Pressure Works: April 2021-January 2022

Virginia Beach, VA

General Manager

·Operated store front business

·Handled quickbooks weekly, monthly inventory, as well as cash deposits

Surf Rider: February 2019 – March 2020

Virginia Beach, VA

General Manager

·Interview and select candidates for all positions, including hourly managers

·Managed a staff of 30 staff and 6 managers

·Develop and train both hourly and salary employees

·Build sales and guest counts thru team leadership and customer service

·Maximize sales and profits through effective cost controls

·Maintain a clean and welcoming environment for guests and employees

·Manage all profit and loss and controllable to ensure company goals are met - Manage performance through clear feedback, recognition, reviews, coaching and disciplinary actions

The NorVa: April 2000 – January 2019

Norfolk, VA

General Operations Manager

·Promoted to General Operations Manager overseeing approximately 40-50 staff members in less than 3 years of employment.

·Reported to Vice President and assisted with contract negotiations and business development.

·Executed effective operational plan and daily management for an industry leading music venue that hosts over 225 events per year and creates over $1 million in annual revenue.

oEffectively advanced touring act contracts, riders and all aspects of day-to-day show operations from load-in to load-out.

·Implemented training policies and procedures for security supervisors and production staff to ensure a safe environment for clients and guests.

·Facilitated all aspects of daily upkeep and general building repair, including oversight of building improvements and maintenance of HVAC, plumbing and electrical systems.

·Established employee standards and code of conduct for venue staff, security resources, production, box office personnel and talent relations.

·Streamlined processes for ordering cash, artist fee fulfillments and payments, and oversaw all aspects of general venue money movement including merchandise, food and beverage, daily ticket settlements and logging of nightly venue deposits.

The NorVa: January 2001-September 2002

Norfolk, VA

Director of Security/Building Custodian

·Coordinated security and guest relations for multiple NorVa venues, including nTelos Wireless Pavilion and Backstage Café, oftentimes on the same night, in order to provide guests and staff with a safe and friendly environment for nightly events.

·Assisted in the development of an event security plan that encompasses all aspects of building security and safety.

·Staged, coordinated manpower and directed staff in accordance with artist specifications and venue guidelines in order to meet specific deadlines and achieve outstanding results.

·Identified specific security vulnerabilities, including assessing risks related to the venue location, sell-out shows and other unforeseen emergencies and circumstances.

·Responsible for appropriately handling escalated security issues and emergency situations.

The NorVa: April 2000 – January 2001

Norfolk, VA

Security Guard/Guest Relations

·Served as lead security escort, responsible for responding to security calls during performances and operating hours, as well as checking bags and screening guests to ensure overall safety.

·Evaluated existing on-site security resources and provided recommendations for improvement to venue management.

·Established and maintained strong working relationships with venue management, vendors, guests and team members.

·Coordinated all social functions including private parties, small concerts, receptions, weddings, and business/holiday events.

·Consistently demonstrated a “guest first” mentality with friendly, knowledgeable and professional service, all while maintaining a safe and secure environment. .

References

Available upon request

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