General Manager Customer Service
Resume:
Mandi C. Brodfehrer
Louisville, Kentucky 40208
Tel: 502-***-****
E-mail: **********@*****.***
Objective
I am looking to achieve an opportunity to further grow my career while utilizing over 21 years of hospitality, clerical and administrative experience to help increase revenues and improve profits for the company.
Work Experience
●Training Owners with Canines Louisville, KY **********@*****.*** Tel: 502-***-**** Owner 01/02 to present
Train owners with unruly canines.
Advise owners on how to train their canine on normal obedience.
Show owners how to be the Alpha and Omega.
Results-CX
Remote
Www.results-cx.com
Customer Service Representative
05/2021-05/2023
Answer incoming calls to be able to assist the customer/member .
Place orders for the member/customer.
Contact the store when there is an issue while resolving the problem immediately and effectively. Give customers/members their balance on their account. Help them with all their needs! The Goal is to be under 5 minutes on a call and be given a great rating!
US Census Bureau Jeffersonville, IN
www.census.gov Tel: 812-***-****
Matching Technician 03/20 to 12/20
Performed clerical matching on the proposed evaluations of the post enumeration survey.
Matched information in cases that were not automatically matched in the computer-matching phase.
Incumbent analyzed each case which had two sets of information.
Determined why the case was not automatically matched in the computer- matching phase.
Assisted in training lower grade staff.
Quality Inn & Suites Louisville, KY
www.qualityinn.com Tel: 502-***-****
Task Force General Manager 11/15 to 1/16
Managed 119 Rooms with 2 meeting rooms while Quality Inn went through acquisition.
Delivered positive and immediate responses to business support needs
Designed departments’ specific training methods for payroll, accounts payable and receivables, budgeting, forecasting, inventory and weekly scheduling
Signed new vendors while renewing contracts with previous companies
Completed market analysis to implement revenue driven strategies and provided training to the management team on daily, monthly, quarterly and yearly financial reports
Provided training on the policies and procedures following corporate standards and required certifications along with the new PMS system
Enclave Apartments Louisville, KY
www.theenclaveatbreckenridge.com Tel: 502-***-****
Head Lifeguard (Seasonal) 04/15 to 09/15
First Aid/CPR certified and Lifeguard Certified
Achieved knowledge of rescue techniques to guarantee the safety of over 200 residents
Engaged in social responsibility, leadership and quick decision making abilities in weather safety issues, chemical safety issues and foreseeing any potential human hazards
Fairfield Inn & Suites by Marriott Jeffersonville, IN
www.marriott.com/sdfjf Tel: 812-***-****
Assistant General Manager 11/14 to 3/15
Duties included but not limited to multi-unit departmental employee training such as Front Desk and Banquet, employee scheduling, payroll, staff retention, monthly financial reporting, monthly financial critique
Organized and conducted departmental employee meetings on a daily and monthly basis
Performed inventory management the 78 Rooms Hotel with the one Meeting Space
Ensured the safety compliance per health and legal regulations.
Reduced employee overtime by 15% as well as employee theft whichever reduced F&B costs by 25%
Quality Inn & Suites Louisville, KY
www.qualityinn.com 502-***-****
Assistant General Manager 8/11 to 7/13
Blankenbaker
119 Rooms with 2 Meeting Rooms
Participated in the transformations of Jameson Inn, at the Fern Valley location, when the hotel changed ownership three times in less than a year. PMG to Channel Point then combined with Aimbridge
Spearheaded the conversion of Jameson Inn to Quality Inn, at the Blankenbaker location
Configured the property to Quality Inn’s specifications followed Choice Hotel International Standards and implemented and trained the General Manager, the front desk staff, the Executive Housekeeper and the Assistant Housekeeper on a new PMS System
Managed the daily operations in addition to the payroll, accounts payable and receivables, budgeting, forecasting, inventory and weekly scheduling
Provided daily and monthly reports to the corporate offices
Trained on all new policies and procedures followed by the corporate standards and received the required certifications along with completed all management certifications, even completed the graded certifications and received all A's
Reduced employee turnover ratio by 50%
Outback Steakhouse Palm Beach Gardens, FL
www.outback.com Tel: 561-***-****
Front of House Assistant Manager 02/04 to 9/05
Participated in the Pre-Opening and Opening of the restaurant
Lead a team of 20 Employees per shift
Provided specific training on each front of the house position
Created a market and financial plan resulting in a revenue increase by 10% from previous year targeting forecast accuracy, reduced comps and Modeled a standard of service that increased customer loyalty
Buckhead Mountain Grill Jeffersonville, IN
www.eatatbuckheads.com Tel: 812-***-****
Front of House Assistant Manager 3/97 to 5/03
Participated in the Pre-Opening and Opening of the restaurant
Seats 1000 people at once plus has a banquet area that seats 300-400 people
Delegated a team of 100- 60 people per shift, conducted daily shift meetings, coordinated employee scheduling with the daily sections for the servers, the hostesses, bussers and the bar area
Established and implemented corporate control standards including food quality, looks, preparation, sanitation and service standards
Determined staffing needs, including adding expeditor to ensure quality control; this resulted in a 70% reduction in compensated meals, reduced food costs and increased customer satisfaction by 34%
Improved hostess procedures which resulted in reduction of staff by 60%
Trained all front of house employees in the preparation for the restaurants opening
Implemented a quality management program that increased customer satisfaction ratings by 56%
Handled four other location openings throughout Louisville, KY and Bellevue, KY trained all the FOH employee
Education
Bachelor of Arts in Business Management, Florida Atlantic University, 2007
Bachelor of Arts in Marketing, with an Associates in Psychology, Florida Atlantic University, 2007
Skills
Operations Management
Forecasting & Budgeting
Process Improvement
Customer Service
Event Planning
Marketing
Change Management
Customer Recruitment
Employee Hiring/Firing
Brand Loyalty
Microsoft Office Proficiency
Food and Beverage
Leadership
Customer Satisfaction
Sales
Payroll
Management
Training
Accounts Payable/Receivable
Pre-openings/Openings
Research and Development
Excellent Communicator
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