Customer Service General Manager

Crystal Stevenson

New Bern NC *****

252-***-**** - *************@*****.***

PROFESSIONAL SUMMARY

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. SKILLS

Schedule Management

Program Administration

Advertising and Marketing

Vendor Sourcing

Quality Management

Expense Control

Workflow Planning

Customer Retention

Staff Supervision

Loss Prevention

Staff Training

Effective Leader

Leadership and Team Building

Verbal and Written Communication

Time Management

Team Player

Staff Management

Motivation

Employee Scheduling

Labor Cost Controls

Staff Training/Development

WORK HISTORY

04/2018 to Current General Manager and Trainer

Speedway Gas Station – New Bern, NC

Developed and implemented strategies to increase sales and profitability. Managed budget implementations, employee reviews, training, schedules, and contract negotiations.

Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth. Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems. Implemented operational strategies and effectively built customer and employee loyalty.

Developed and maintained relationships with customers and suppliers through account development.

Managed budget implementations, employee evaluations, and contract details. Maximized operational excellence mentoring personnel on management principles, industry practices, and company procedures.

Formulated policies and procedures to streamline operations. Trained new employees on proper protocols and customer service standards. Scheduled employees for shifts, taking into account customer traffic and employee strengths.

Interacted well with customers to build connections and nurture relationships. Assisted in recruiting, hiring and training of team members. Trained and guided team members to maintain high productivity and performance metrics.

Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.

Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.

Monitored daily cash discrepancies, inventory shrinkage and drive-off. Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.

Managed purchasing, sales, marketing and customer account operations efficiently. Reported issues to higher management with great detail. Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.

Negotiated price and service with customers and vendors to decrease expenses and increase profit.

Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.

Trained and mentored Number new personnel hired to fulfill various roles. Analyzed and evaluated training effectiveness and program outcomes. Coordinated training schedules across sites with supervisors and managers to optimize training initiatives and work-flow management Built and maintained professional relationships with vendors and suppliers. Developed job-specific competencies and performance standards. Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.

Provided coaching and mentoring to employees.

04/2015 to 07/2017 Head Bartender

37th Street Pizza – New Bern

Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory. Trained new bartenders on drink preparation, product promotion, garnish preparation, and sanitation protocol.

Closed out cash register and prepared cashier report at close of business. Crafted special drink and cocktail menu items for seasonal offerings. Kept detailed inventories and notified management of ordering needs for liquor, beer, wine, and bar supplies.

Conducted regular inventory count to keep bar and drink supplies stocked, avoiding expensive rush orders.

Followed alcohol awareness procedures for preventing excessive guest intoxication.

Boosted bar profitability, mentoring team members on routine procedures and productivity strategies.

Maintained secure cash drawers, promptly resolving discrepancies in daily totals. Followed strict recipes and drink measurements to minimize product used. 05/2012 to 06/2014 Veterinary Assistant

The Pet Hospital – New Bern, NC

Provided customer support to clients, answering questions and addressing concerns.

Positioned animals for diagnostic imaging such as x-rays and scans. Cleaned and disinfected exam areas, surgical equipment, and kennels to prevent diseases and control odors.

Processed new patients and updated client records with key information using standardized registration systems and encrypted databases. Administered medications to animals in treatment and documented changes in condition.

Assisted with euthanasia procedures in humanely and compassionately to minimize suffering.

Recorded symptoms and documented medical observations to inform treatment decisions.

Provided care for animals before surgeries, administering anesthetics as necessary for overall comfort and health.

Groomed and bathed animals to maintain hygiene and appearance. Restrained animals for examination and treatment.

Assisted in examination and treatment of animals in veterinary clinic. Administered injections, oral medications and topically applied medications prescribed by veterinarian.

Cleaned, sterilized and maintained kennels, operating rooms, and surgical equipment.

Followed safety protocols for handling animals.

Prepared animals for surgical procedures.

Observed animals for signs of distress or illness. Monitored vital signs and provided nursing care for animals. 05/2003 to 11/2013 Head Bartender, Waitress, and In Store Training Coordinator Texas Steakhouse Amd Saloon – New Bern, NC

Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory. Trained new bartenders on drink preparation, product promotion, garnish preparation, and sanitation protocol.

Closed out cash register and prepared cashier report at close of business. Crafted special drink and cocktail menu items for seasonal offerings. Kept detailed inventories and notified management of ordering needs for liquor, beer, wine, and bar supplies.

Conducted regular inventory count to keep bar and drink supplies stocked, avoiding expensive rush orders.

Followed alcohol awareness procedures for preventing excessive guest intoxication.

Trained numerous new bartenders on drink preparation, product promotion, garnish preparation, and sanitation protocol.

Boosted bar profitability, mentoring team members on routine procedures and productivity strategies.

Maintained secure cash drawers, promptly resolving discrepancies in daily totals. Followed strict recipes and drink measurements to minimize product used. Developed specialty drinks to work with menu changes, sustaining customer interest and solid bar revenue.

Handled establishment social media accounts, increasing customer traffic and bolstering business.

Served high customer volumes during special events, nights, and weekends. Kept bar presentable and well-stocked to meet customer needs. Organized bar inventory and storage procedures to keep stock within optimal levels and meet expected customer demands.

Explained daily specials and beverage promotions to exceed daily sales goals. Recruited and trained new bartenders and barbacks to help maintain talented team. Upsold menu items to customers, driving up per sale revenues and maximizing profits.

Cultivated strong relationships with repeat customers, engaging in friendly conversation and memorizing drink orders to promote loyalty. Regularly cleaned and sanitized bar area, beer lockers, refrigeration and storage areas.

Verified drinking age requirements of customers by carefully reviewing photo identification.

Kept bar stocked with liquors, juices and garnishes for drinks. Prepared garnishes by evenly slicing and pitting fruits. Applied knowledge to create innovative cocktails, enhance flavor profiles and expertly pair food and drinks.

EDUCATION

05/2003 High School Diploma: General Studies

West Craven High School - Vanceboro, NC

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