Customer Service General Manager
Resume:
Abigail Jegels
Ashburn, VA 20147
*************@*****.***
Objective
I am an English graduate, looking for a career that teaches administrative skills and encourages teamwork. My previous career experience has taught me the skills needed to outline meetings with staff members with titles that require more leadership and allow space for them to feel like their thoughts are received and taken seriously and express their value to the team and how to recreate that feeling to their colleagues. Throughout my leadership experience, I have had to deal with a multitude of challenging situations that require major redirection, and have learned how to correct, but keep morale high. In my future career, I am looking to learn more about administrative skills and enhance customer service skills.
Skills & Abilities
Patience and Empathy Leadership
Strong Communication Organized & Multi-Tasking
Microsoft Word & Excel Staff Development and Engagement
Scheduling and Timekeeping Software Takes Initiative
Presentation Skills Problem-Solving & Collaboration
Comprehensive Writing Customer Service
Data Entry One-Team Mindset
Experience
Ashby Ponds (Erickson Senior Living)
Assistant General Manager (August 2024 – Present)
Work with management team to restructure scheduling processes and rollout with staff.
Create inventory sheets and implement with staff to have more accurate orders.
Format and schedule menu changes with systems like Infor and Microsoft PowerPoint.
Oversee daily operations to ensure the best quality of service is given to residents.
Staff development with students to teach them important professional skills for them to take with them.
Avery Point (Erickson Senior Living)
Assistant General Manager (May 2023 – August 2024)
Utilized software systems such as Kronos and Infor to manage timekeeping, create/edit scheduling components, and implement updates in a fast-paced work environment.
Supervised daily operations on the dining room floor, ensuring high-quality service standards were met and customer satisfaction was maintained, adapting to dynamic situations and addressing issues as they arose.
Managed staff scheduling and tracked attendance, ensuring adequate coverage and alignment with operational needs while maintaining flexibility for shift changes and unforeseen circumstances.
Enforced workplace policies and safety regulations, ensuring compliance and fostering a secure, respectful environment for both employees and residents.
Communicated effectively with residents and staff to manage reservation changes, resolve service issues, and optimize dining experiences, demonstrating strong interpersonal and problem-solving skills.
Fostered a positive, team-oriented work culture by providing support and guidance to staff, ensuring they felt valued and motivated to perform their best.
Addressed staff performance issues, including attendance and behavior, and collaborated with HR to ensure proper disciplinary measures were followed in accordance with company policy.
Adapted quickly to changing circumstances in a fast-paced environment, requiring effective time management, quick decision-making, and creative problem-solving.
Led the rollout of a new timekeeping system across the campus, coordinating with various departments, troubleshooting technical problems.
Ashby Ponds (Erickson Senior Living) May 2016 – May 2023
Server Hostess Supervisor
July 2022 – May 2023 (Summer promotion)
Oversaw daily operations, including opening and closing duties, cash register management, and ensuring a smooth workflow among team members and residents.
Managed scheduling, tracked employee hours, and conducted shift meetings to facilitate feedback, announce updates, and address any conflicts professionally.
Collaborated closely with Assistant General Managers (AGMs), utilizing Kronos for timekeeping, scheduling, and payroll differentials.
Recognized for excellent leadership and organizational skills by the Director of Dining, Kevin Kilhefner.
Dining Administration (Summer Help: May 2022 – July 2022)
Created and distributed menus for all campus dining locations, ensuring timely communication with Dining Leadership, residents, and other departments.
Organized and managed holiday and daily reservations handled resident meal plan inquiries, and efficiently resolved complaints, demonstrating excellent customer service and problem-solving skills.
Developed newsletters and other communications, collaborating with campus leadership to address and communicate important updates to residents.
Proficient in Microsoft Word, Excel, and Publisher, used for document creation, data management, and publication of materials.
Recognized for outstanding administrative support and communication by the former Director of Dining, John Porter.
VCU Writing Center (Spring 2022 – December 2022)
Supported a peer-based learning center focused on empowering students in their writing process, fostering a collaborative environment for growth and skill development.
Assisted students of all disciplines and backgrounds, ensuring a welcoming, equitable, and inclusive space for diverse student needs.
Guided students in exploring and refining their writing skills, fostering agency and self-expression in alignment with educational equity goals.
Collaborated with fellow staff and students to support the center’s mission to elevate student work, providing constructive feedback while respecting individual voices and experiences.
Education
Virginia Commonwealth University / Richmond / Fall 2021 – December 2024
Received my Bachelor’s in English, and graduated with a 3.4 GPA, with a Minor in Creative Writing.
References
Avery Point Senior Living
Charles Stetson - Dining Director, Erickson Senior Living - 804-***-****
Rachel Hagen - General Manager, Erickson Senior Living - 804-***-****
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