Customer Service Human Resources

Jessica Kenney South Park, Pa *****

724-***-**** ***********@*****.***

Dynamic and professional, with a Master's in Science in Food and Nutrition Education and a wealth of managerial experience in the hospitality industry. Consistently demonstrated strong ability to enhance customer satisfaction and operational efficiency. Expertise in leading teams, training staff, and optimizing customer service protocols. Eager to leverage analytical and leadership skills in a fast-paced and challenging career opportunity. Well-qualified training specialist adept at planning and implementing onsite and remote training programs. Authoritative and clear communicator with enthusiastic style and insightful approach, ready to embark on a new career.

Server, Trainer, Duty Manager, Service Manager

Juniper Grill, McMurray, Pa October 2017 - Current Head Learning Coach, Server

Red Robin, Upper St. Clair, Pa December 2017 - October 2019 Customer Service

Operations Management

Team Leadership and Training

Financial Management and Cost Reduction

Inventory and Supply Chain Management

Strategic Planning and Execution

Conflict Resolution and Mediation

Human Resources

Guest relations management

LSM Management

Oversaw all operational aspects of a $3.9 million revenue restaurant, including invoicing, inventory management, staff scheduling, hiring, onboarding and training Enhanced guest satisfaction through rigorous service quality management and responsive customer engagement strategies, maintaining a 4.8/5 in guest satisfaction on OpenTable. Monitored new server performance and offered continuous support throughout training period. Utilized effective communication techniques, in both 1:1s and group settings, to support server learning and comprehension.

Assisted in new server onboarding and orientation to cultivate seamless transitions. Reduced costs by negotiating vendor contracts

Developed and executed performance management programs to increase employee engagement and productivity. By providing continuous feedback in 1:1s, I established positive relationships with staff to grow skill sets.

Spearheaded the learning and development program, which significantly enhancing staff competency Skills

Work History

Operations General Manager

Buffalo Wild Wings, Washington, Pa December 2011 - December 2017 Master in Science in Food and Nutrition Education May 2021 Indiana University of Pennsylvania, Indiana, Pa

Bachelor's in Social Work May 2011

California University of Pennsylvania, California, Pa and overall service delivery.

Innovatively introduced and promoted a new learning management system, attended trainings on LSM and relayed them in-house to team leads. Held weekly meetings to ensure understanding of execution and goals.

Completed all on-boarding and training related tasks, including on-going education. Designed and executed training initiatives that focused on customer service excellence. Assessed student learning needs and provided relevant instruction to close knowledge gaps. Assigned programs in LSM, monitoring progress and completion. Progressed through roles from Assistant Manager to Operations General Manager, overseeing all facets of $3 million annual revenue restaurant

Mentored two managers in department operations, ultimately being solely responsible for their performance

Supervised 100+ employees from hiring, onboarding, training, attendance, procedure adherence, performance, and growth.

Reduced operational risks while organizing data to forecast performance trends. Reported issues to higher management with great detail. Monitored daily cash discrepancies, inventory shrinkage and drive-off. Managed and optimized front-of-house and back-of-house operations, significantly improving operational workflows and customer interaction protocols. Aggressively cross-trained appropriate positions to maximize staff strength/knowledge and fulfill their schedule desires.

Initiated a 'Guest Experience Captain' program which increased guest satisfaction surveys by 10% and maintained a 95% positive guest satisfaction rate

Played a key role in a new restaurant opening as a Bar Manager, achieving a record sales week of

$125,000

Maximized operational excellence mentoring personnel on management principles, industry practices, and company procedures.

Provided thoughtful guidance to personnel in navigating and resolving snags in productivity. Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.

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

Implemented innovative programs to increase employee loyalty and reduce turnover. Interacted well with customers to build connections and nurture relationships. Scheduled employees thoughtfully based on customer traffic and employee strength, staying under budget.

Education

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