Guest Experience and Operations Director

KEYNAN L. CARTER

**** * ******* ***, *******, IL 60651 LinkedIn 773-***-****

OVERVIEW & HIGHLIGHTS

I am an experienced, detail-oriented Office Manager that has created and improved operational efficiency, safety, and productivity. I am calm and adept in a fast-paced environment with the ability to effectively multitask to accomplish goals.

PROFESSIONAL EXPERIENCE

DIRECTOR of GUEST EXPERIENCE & OPERATIONS – Willow Creek North Shore 10/22 – 10/24

• Led North Shore office operations, enhancing guest experience for 800-1300 attendees and coordinating volunteer teams.

• Tripled volunteer numbers, while beginning new teams for Guest Experience.

• Drove triple annual rental revenue growth by developing community events and non-member rentals for groups as large as 2000+ attendees. (weddings, conferences, concerts).

• Established safety and guest follow-up protocols, quadrupling volunteer engagement and boosting site usage.

• Managed budgets ensured IRS-compliant gift processing, and supported social media efforts; proficient in Google Teams, Microsoft Office, Hive, & E-space. ASSOCIATE of FAMILY LIFE & EDUCATION – Salvation Army 8/21 – 6/23

• Supported Program Director by researching community development strategies, updating guest lists, and assisting with quarterly budget and business planning.

• Developed and launched 10+ after-school programs, enhancing engagement with community members and addressing local needs.

• Created coaching materials for after-school and summer school staff, promoting program consistency and quality.

• Gained proficiency in Canva and developed a solid understanding of non-profit budgeting and program management.

ASSOCIATE of MARKETING & EVENTS – Poppin’ Events Co 1/20 – 5/22

• Designed marketing kits and crafted event sponsorship proposals, driving brand visibility and engagement across social platforms.

• Built and maintained strategic relationships with business partners, enhancing event reach and securing sponsorships.

• Created a popular wine and food area that significantly boosted event attendance and revenue, showcasing creative and revenue-generating ideas.

• Gained proficiency in Canva and Mailchimp, with a strong ability to execute end-to-end event setup and teardown, ensuring seamless operations.

SPECIALIST for DEPARTMENT SALES – Whole Foods 2/19 – 10/22

• Successfully managed inventory and tracked expenditures, consistently meeting weekly sales goals, and supporting overall store profitability.

• Built strong relationships with local vendors to introduce unique products, enhancing customer experience and diversifying offerings.

• Acquired Wine & Spirits Certification, demonstrating product expertise and commitment to industry knowledge, proficient in forecasting and stock management.

• Led a team of four, cross-trained new members, and earned 2021 Team Member of the Year for excellence in teamwork, customer service, and operational efficiency. ASSOCIATE for SALES & PRODUCTS - Under Armour 10/17 – 4/19

• Engaged with customers to assess needs and recommend products, enhancing customer satisfaction and driving sales.

KEYNAN L. CARTER

1014 N Harding Ave, Chicago, IL 60651 LinkedIn 773-***-****

• Gained in-depth knowledge of product technology, staying informed on industry trends to better support customers.

• Provided support across multiple departments, showcasing adaptability and teamwork.

• Strengthened sales, time management, and interpersonal skills, building a solid foundation for career growth in retail and customer service.

SITE COORDINATOR – Springhill Day Camps 5/15 – 8/20

• Built strong partnerships with church and community leaders, enhancing camp outreach and local engagement.

• Oversaw training and supervision of up to 50 staff and volunteers, ensuring safety protocols and high-quality program delivery.

• Developed weekly schedules and new activities, achieving one of the highest guest satisfaction rates among Midwest camps.

• Led successful recruiting efforts, bringing in the highest number of first-time staff in 2017, proficient in Basecamp, Salesforce, and professional phone communication. Front of House Supervisor – Varuni Napoli 9/15 – 5/17

• Trained new front-of-house staff on Varuni’s culture, guest interaction, and menu details, ensuring consistent and high-quality service.

• Led large parties and special events, resolving guest issues promptly to enhance customer satisfaction.

• Created and implemented "Wine Night Wednesdays," boosting weeknight attendance and revenue while reducing waste.

• Familiarized with Italian wine and cuisine, utilizing knowledge to deliver an elevated guest experience and support promotional efforts.

ASSISTANT MANAGER – Stevi B’s Pizza Buffet 4/12 – 11/15

• Trained new employees in food handling, cleanliness, and store procedures, ensuring compliance with safety standards.

• Implemented backstock ratios to reduce inventory waste, improving efficiency and cost management.

• Built partnerships with local schools and organized events, increasing community engagement and revenue.

• Led a daily team of five, overseeing shift operations, labor budgets, and waste management. EDUCATION

BACHELOR OF ARTS IN COMMUNICATIONS 2017 -2021

MOODY BIBLE INSTITUTE, CHICAGO, ILLINOIS

LEVEL 2 AWARDS IN WINE WITH DISTINCTION 2021 - 2022 WINE & SPIRIT EDUCATION TRUST

OCCUPATIONAL & HUMAN SKILLS

• Event Planning

• Team Building

• Customer Service

• Site Coordination

• Guest Satisfaction

• Strategic Planning

• Project Management

• Public Relations

• Stakeholder Management

• Customer Resolutions

• Microsoft Office

• CRM Systems

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