Operations Manager Customer Service

CT Cindy Timms

Oakland, MS ***** 662-***-****

**************@*****.***

PROFESSIONAL

SUMMARY

Reliable employee seeking Multi Unit Operations Manager position. Offering excellent communication and good judgment. Energetic Hotel Manager enthusiastic about delivering superior service to every guest. Successful at cutting costs without impacting quality of service and guest satisfaction. History of driving company growth. Coordinated Property Manager with more than 15 years of experience working for high-end hotel chains. Diligent team player committed to providing exceptional guest services by directing staff, managing individual and group bookings and resolving common customer service issues. In-depth knowledge of hospitality industry and business administration. SKILLS Guest experiences

Reservations management

Strategic planning and analysis

Office and staff streamlining

Marketing

Guest accommodations

Excellent Communication

Decision Making

Attention to Detail

WORK HISTORY CABIN MANAGER 01/2021 to CURRENT

GRAYS POWER SUPPLY Oakland, MS

Hired and trained new employees, demonstrating best methods for serving clients and guests.

Greeted and assisted guests by gathering information pertaining to reservations or requests.

Participated in financial activities such as setting room rates, establishing budgets and allocating funds to departments.

Booked large groups for weddings, seminars, conferences and other events, providing best available room rates.

Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.

Worked flexible hours; night, weekend, and holiday shifts. RESTAURANT/BAR MANAGER 01/2019 to 12/2021

Alligator Lounge Oxford, MS

Strategized plans to increase bar revenue through innovative promotional concepts, specialty drinks and customer-focused events. Took customer orders and capitalized on opportunities to sell special beverage and food options.

Designed special drink and cocktail offerings on monthly basis as part of seasonal offerings.

Implemented new drink policies, reducing over-pouring by 95%. Generated 95% in higher ticket averages by training 30 employees on suggestive upselling techniques.

Decreased labor costs 99% by analyzing team members' strengths versus customer flow, hiring skilled bartenders and adjusting schedule appropriately.

Orchestrated social functions, formal engagements and business meetings, resulting in significant increase in overall sales. Processed in-house batching of syrups, tonics, tinctures, bitters and infusions.

Handled $10,000 cash on daily basis, which built trustworthiness and loyalty with owners.

Guaranteed optimal beverage stock by assessing inventory and collaborating with owners for corrective action planning to limit expenses. Developed 12 new cocktails for menu.

Checked ID cards and verified bar guests were of legal age. Consulted with managers to organize special events and promotions. Improved customer service rankings by resolving issues quickly and accurately.

Kept alcoholic beverages well-stocked and organized to meet expected demands.

Polished glassware, bussed tables and removed debris to keep customer areas clean.

Closed out cash register and prepared cashier report at close of business. OPERATIONS MANAGER 01/2016 to 12/2020

Insomnia Cookies Oxford, MS

Worked in matrix management environment with oversight of division level managers, operations, sales, finance, human resources, safety and compliance.

Established and administered annual budget with controls to prevent overages, minimize burn rate and support sustainability objectives. Devised processes to boost long-term business success and increase profit levels.

Planned and resourced personnel and logistics for operations component exercises resulting in highly trained personnel ready to act quickly in critical roles.

Helped build and review master service agreements for work eligibility. Partnered with vendors and suppliers to effectively manage and budget. Assessed supplier quality to maintain tight cost controls and maximize business operational performance.

Reviewed shift reports to understand current numbers and trends. Identified and resolved unauthorized, unsafe or ineffective practices. Appraised inventory levels and ordered new merchandise to keep quantities well-stocked.

Built loyal account base and long-term business relationships with vendor accounts.

Delegated baking & serving daily tasks to employees, streamlining daily progress and efficiency.

Supervised daily operations of multi-million dollar cookie operation. Monitored over 50 employees' day-to-day activities and made plans to rectify issues.

Maintained cleanliness and organization of bakery workspace, working closely with employees to systemize tasks.

Recruited, hired and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization. Interacted well with customers to build connections and nurture relationships.

OWNER/CONSTRUCTION OPERATOR 01/2005 to 12/2017

Jaco Construction Redbanks, MS

Gathered waste and trash from job sites for placement in refuse containers to keep job sites clean and organized.

Brought materials and tools from trucks and storage facilities to work site locations and organized for expected needs.

Prepared job sites for work plans by measuring and marking different distances.

Collected measurements and marked locations as part of project preparations.

Determined materials needed for daily shift and loaded vehicles with equipment and supplies.

Used radios and hand signals to coordinate communication between equipment operators and ground workers.

Attended safety trainings and workshops offered by employer, bolstering overall knowledge of appropriate measures and determining areas requiring improvement.

Utilized hammers, saws, squares, levels and fastening devices to complete projects.

Demonstrated safe and proper operation of equipment and tools to prevent harm to team members.

Erected and removed temporary structures such as trench liners and scaffolding to meet team needs.

Used critical thinking to break down problems, evaluate solutions and make decisions.

Oversaw employee attendance record, handled payroll and ordered new materials for sites.

Checked equipment to determine if maintenance was required. Verified and submitted team timesheets.

Interviewed, hired and trained new workers.

OWNER/OPERATOR 02/1998 to 07/2008

The Red Velvet Independance, MS

Managed day-to-day business operations.

Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.

Consulted with customers to assess needs and propose optimal solutions. Enhanced operational efficiency and productivity by managing budgets, accounts and costs.

Set employee schedules, delegated work and monitored food quality and service performance.

Managed payroll, daily deposits and cost controls. Handled escalated customer concerns with speed and knowledgeable support to achieve optimal satisfaction and maintain long-term loyalty. Recruited, hired and trained talented staff to fill vacancies. Handled money, balanced tills, processed credit card payment batches and prepared bank deposits, maintaining 100% accuracy. Conducted routine rounds through game room floor to check and test games.

Recorded daily opening and closing reports to reconcile sales. Leveraged POS system to sell tickets, passes, food and retail items. Sourced vendors, negotiated contracts and managed efficient deliveries of high-quality supplies.

Spearheaded menu and staff development through detailed training and facilitation of staff meetings.

EDUCATION High School Diploma 05/1985

Tahlequah High School, Tahlequah, OK

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