Customer Loyalty Account Manager

Summary

Self-motivated, dependable, and dedicated professional with 18 years of management experience and a proven track record of leading dynamic teams and delivering exceptional service. Adept at driving customer loyalty and increasing sales through strong relationship-building skills and effective team leadership. A firm believer in leading by example, with a genuine passion for people and a talent for teaching and coaching others to meet and exceed company standards. Highly self-motivated and proactive, consistently takes initiative and performs effectively with minimal supervision. Recognized for working independently while delivering high-quality results and maintaining accountability.

Skills and Achievements

Customer Loyalty & Relationship Building

Performance-Driven & Results-Oriented

Sales Growth & Cost Control

Team Leadership & Staff Development

Time Management & Scheduling

Conflict Resolution

Proactive & Detail-Oriented

Order Management & Inventory Oversight

Experience

Sales & Catering Manager – Mission BBQ Bowling Green, KY January 2023- Current

Led all sales and marketing efforts within Bowling Green and surrounding areas, driving business growth and expanding client base. Planned, organized, and managed all aspects of catered events—from client consultations to execution—ensuring high-quality service and customer satisfaction. Oversaw budget management, staff scheduling, food preparation logistics, and on-site operations, consistently meeting deadlines and exceeding client expectations. Ensured strict compliance with food safety standards and operational procedures to maintain quality and regulatory standards. Trained, coached, and developed catering team members fostering a high-performance, service-oriented culture

Account Manager-

National Association of Small Trucking Companies (NASTC) – September 2019 to December 2022

Served as a key member of the team managing a national fuel discount program for small trucking companies. Acted as the primary liaison between members, NASTC, and WEX Bank, ensuring member needs were met with a focus on delivering exceptional customer experience. Built and maintained strong relationships with existing clients while actively contributing to new customer acquisition. Provided end-to-end support to members, guiding them through all aspects of the program and ensuring smooth onboarding and ongoing satisfaction. Collaborated cross-functionally with internal departments to fulfill member requests efficiently and accurately. Resolved customer complaints promptly and tracked all account-related processes to ensure consistent service quality and transparency.

Training Coordinator - Outback Steakhouse-FL August 2018- September 2019

Led engaging and informative classroom training sessions for new hires, introducing company culture, background, service standards, and menu knowledge. Organized and maintained all training schedules, materials, meetings, and “teach-backs” to ensure a consistent onboarding experience. Supported the management team by performing daily opening manager checklists, processing invoices, and resolving customer concerns to uphold service excellence. Oversaw adherence to food safety and sanitation standards, ensuring a clean and compliant working environment. Maintained food quality and presentation excellence, consistently reinforcing brand standards across front- and back-of-house operations. Provided ongoing coaching and real-time training to team members throughout shifts to ensure service and operational consistency. Collaborated on local marketing efforts to drive traffic and community engagement.

Guest Experience Manager-Ashley Furniture-KY Feb 2015 – Oct 2017

Ensured all payments were collected prior to product delivery, maintaining accuracy and integrity in financial transactions. Verified finance paperwork to prevent funding delays and conduct daily audits of open orders to ensure operational accuracy. Prepared and completed all scheduled and ad-hoc reports, ensuring timely and precise documentation of business activities. Balanced all daily transactions, managed cash reconciliation, and prepared accurate bank deposits. Oversaw the integrity and compliance of deferred orders, ensuring alignment with company policies. Led training and onboarding for front counter and office staff, promoting consistency and professionalism in customer interactions. Collaborated with fellow Guest Experience Managers (GEMs) to develop ongoing training and development resources. Managed in-store customer service issues, resolving complaints promptly and maintaining a detailed service log for management communication. Supported Sales Consultants with customer orders and financing processes, ensuring smooth and accurate transactions. Acted as a liaison between the store and corporate office, facilitating communication and operational alignment. Served as inventory specialist, ensuring accurate stock levels, order tracking, and reporting.

Regional Director of Training - Outback Steakhouse (TN, KY, VA) Sept 2011 - Oct 2012

Provided operational oversight and support for 17 Outback Steakhouse restaurants within the region, ensuring adherence to brand standards and operational excellence. Coordinated all training and development initiatives across the region, reporting directly to the Area Joint Venture Partner (JVP). Conducted regular site visits to assess service quality, coach team members, and reinforce company expectations. Planned, facilitated, and contributed to all regional meetings, promoting alignment and collaboration across leadership teams. Supported Proprietors, Managers, and team members in various situations, including crisis management and operational troubleshooting. Served as the primary liaison between regional teams and the corporate home office regarding training programs, as well as food and beverage rollouts. Partnered with vendors to resolve issues efficiently and maintain high-quality product delivery. Organized manager appreciation events and team outings to build morale and strengthen team culture. Coordinated and executed charity and community events, strengthening local partnerships and enhancing

the brand’s community presence. Led planning, logistics, and team involvement to ensure successful, impactful events.

Manager - Outback Steakhouse- TN Mar 2006 - Sept 2011

Oversaw all daily operations and fiscal responsibilities for both front and back of the house, ensuring smooth execution and high service standards. Forecasted and improved sales and profitability through strategic planning, team performance management, and operational efficiency. Managed inventory, end-of-period responsibilities, and all reporting requirements, including daily, weekly, and monthly Profit & Loss statements. Created and maintained five dynamic work schedules to effectively manage a team of over 70 employees. Enforced Outback’s "No Rules, Just Right" service philosophy while upholding strict food quality and service standards. Led the rollout of new food and beverage menu items and conducted monthly in-store “teach back” sessions to maintain team readiness. Designed and implemented team incentive programs to boost morale, engagement, and performance. Resolved customer complaints with professionalism and urgency to ensure satisfaction and brand loyalty. Cultivated a positive and collaborative work environment, enhancing team satisfaction, retention, and operational productivity. Fostered a culture of appreciation and recognition, making the workplace enjoyable and motivating for both employees and management.

References

Jessica Davenport: 615-***-****

Bruce Doucette: 615-***-****

Samantha Cline: 270-***-****

Education

Theater Arts Degree- Hillsboro Community Collage

Certified Florist- South Florida School of Floral Design

High school Diploma- Durant High School

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