Customer Service Education Program
Resume:
James Klein
**********@*****.***
***** *. ******** **. #*, Morrison, CO 80465
PROFESSIONAL PROFILE:
Team player and fast learner, with the ability to multi-task and prioritize
Highly organized, dedicated, with a positive attitude
Outstanding communication skills with superb customer service skills
Proven leader with the ability to set, accomplish, and exceed goals and objectives
Over 33 years in Food and Beverage Management, and Executive Management
EXPERIENCE:
Lakewood Country Club
Club House Manager
2013-Present
Customer service -Being courteous and friendly when interacting with members and clients daily
Paying close attention to detail with food standards, costs, safety, etc.
Showing leadership skills in the back of the house and the front of the house
Multitasking, organizational, and management skills dealing with food, costs, pricing, creating schedules, placing orders, etc.
Helping problem solve during employee conflicts, irate members, Ability to come up with solutions quickly is very helpful
Responsible for P&L for all restaurant related construction Increased Revenues from1.9 million to 2.6 million over the last 4 years. During that time brought more than 400k to the net profit line.
Recruited and hired all employees for restaurant. 110 Summer FTEs and 40 Winter FTEs.
Developed training and education program for employees; ensuring knowledge of all food safety laws, menu, and processes and procedures, while providing exceptional customer service
Purchased all restaurant equipment for front of house, bar, and kitchen
Marketed restaurant through numerous channels, designed to reach both local and new member arenas from all over the metro area.
The Country Club at Castle Pines
F&B Manager/Director
2011-2013
Customer service -Being courteous and friendly when interacting with members and clients daily
Paying close attention to detail with food standards, costs, safety, etc.
Showing leadership skills in the back of the house and the front of the house
Multitasking, organizational, and management skills dealing with food, costs, pricing, creating schedules, placing orders, etc.
Helping problem solve during employee conflicts, irate members, Ability to come up with solutions quickly is very helpful
Responsible for P&L for all restaurant related construction
Recruited and hired all employees for restaurant
Developed training and education program for employees; ensuring knowledge of all food safety laws, menu, and processes and procedures, while providing exceptional customer service
Purchased all restaurant equipment for front of house, bar, and kitchen
Marketed restaurant through numerous channels, designed to reach both local
Marquis Corporate Service Group Denver, CO and Reno, NV
Managing Director, 2008-2011
Partnered with developers and builders to provide exceptional customer service for new homeowners
Prepared all the required documentation, including Home Owner Manuals, orientation certificates and owner reported deficiencies and concerns
Conducted and managed all scheduling of orientations; managed all trade and warranty scheduling requirements in addition to telephone and e-mail inquiries
Performed personalized orientations with all new homeowners to explain all features and functions of their new home, and alleviate any concerns or objections to facilitate timely closings
Managed the warranty process from possession through the end including all correspondence, trade scheduling, inspections and follow-up.
Westin Monache Mammoth Lakes, CA
White Bark Restaurant and Conference Center
Food and Beverage Director, 2005-2008
Managed the construction and grand opening of a 200-seat upscale restaurant within the new Westin flagship hotel in Mammoth Lakes
Responsible for P&L for all restaurant related construction
Recruited and hired all employees for restaurant
Developed training and education program for employees; ensuring knowledge of all food safety laws, menu, and processes and procedures, while providing exceptional customer service
Purchased all restaurant equipment for front of house, bar, and kitchen
Implemented customer satisfaction feedback tools and controls for the restaurant
The Grand Lodge
Crested Butte Colorado
Food and Beverage Director
2002-2005
Responsible for P&L for all restaurant related construction
Recruited and hired all employees for restaurant
Developed training and education program for employees; ensuring knowledge of all food safety laws, menu, and processes and procedures, while providing exceptional customer service
Purchased all restaurant equipment for front of house, bar, and kitchen
Marketed restaurant through numerous channels, designed to reach both local
Countrywide Home Loans Denver, CO
Project Manager, 1997-2002
Project Coordinator for 9&12 to include 6 states, 35 branches and 165 loan consultants
Expanded the region and the sales numbers for the Colorado wholesale division for the southern region from $1 million to $3.0 million in 1 year
Seamlessly linked the A side of lending to the sub-prime side of full spectrum lending by developing incentives to increase subprime loans to be put through full spectrum lending
Managed 6 States in the west and northwest United States, with responsibility for 165 loan consultants
Increased penetration rate from .05%in August to over 6.1% in 18 months, which represented an increase from $100 million to $600 Million
C&R Southwest Financial Colorado Springs, CO
Vice President Commercial Development, 1996-1997
Prepared spreadsheets of borrower’s financial statements and analyzed borrower’s financial information to develop assessments for use by loan officers, loan committees and the Board of Directors in making lending decisions
Provided high level of quality service to existing customer base
Originated, underwrote and closed secured and unsecured commercial, real estate, and consumer loans in accordance with established lending objectives, policies and procedures
Managed loan portfolio to ensure compliance with all credit administration standards, credit quality standards, policies, and regulations
Ensured compliance with all laws and regulations relating to the lending function and internal loan policy
Called on prospective and existing customers to develop professional relationships; solicit new business
Franklin Financial Colorado Springs, CO
Title Manager, 1990 to 1996
Brokered loans to mortgage houses, during an extraordinarily competitive market
Doubled account base in the Southern Colorado Market by offering loans with limited or no doc approvals
Suggested and implemented new automated underwriting system to increase underwriting decision speed and accuracy
Increased sales from $1 million to $2.5-3 million, in the last 8 months of 1998
EDUCATION: 1982 to 1984 Colorado State University - Business Administration and Food Management
REFERENCES:
Provided Upon Request
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