Customer Service Operations Manager

Michael L. Lembo

** ***** ****** • Salem, Massachusetts 01970 • 978-***-**** • ****.*.*****@*****.***

Work Experience

**** – Present Operations Manager, Lifebridge / Riverhouse / Seeds of Hope Housing Inc., Salem, MA

• Generate revenue in thrift shop by coaching staff and volunteers on effective prospecting and lead development strategies

• Developed and launched point of sales system for thrift shop

• Effectively controlled costs and developed ordering and inventory systems

• Identified inefficiencies and made recommendations for process improvements

2012-2013: Food and Beverage Director, Doubletree Hilton, Danvers, MA

• Directed a team of 75 in daily operations

• Controlled activities of coffee shop, 2 restaurants, lounge, 23 meeting rooms and 30,000 sq. ft. of event space

• Managed the food, beverage, supply procurement and vendor negotiations

• Maintained cost at 32% by management of procurement, rigorous financial controls and ongoing maintenance

• Coordinated special events and marketing campaigns to improve revenue

2010-2012: Assistant General Manager, Walpole Country Club, Walpole, MA

• Hired, trained, and scheduled 2 dining Captains and 25 service staff, including ala carte and banquet servers, and bartenders

• Improved service quality and member satisfaction while reducing labor costs through better labor management and scheduling

• Developed budgets (operating and capital)

• Policy and procedure development

2003–2010: Acquisitions Director, ClubCorp / Pinehurst LLC, Pinehurst, NC

• Managed negotiations of former 501 c7 country clubs and develop into equity club

• Built a highly professional team at each property, while maintaining current employees

• Develop forecasting, budgeting and purchasing for clubs with $2 million to over $9 million in annual revenue

• Developed member growth and retention as well as developed capital improvements

Education

Methodist University

Fayetteville, North Carolina

• Bachelor of Science

• Double major in marketing and business administration

• Concentration in resort and hospitality management

References available upon request

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