Customer Service Glen Burnie

Andrea Bivins

Glen Burnie, MD *****

443-***-**** - ************@*****.***

Professional Summary Versatile professional with expertise in office management and the food and beverage industry. Skilled in team leadership, customer service, and operational efficiency, with a passion for delivering excellence in both corporate and hospitality settings.

Work History 09/2015 – Current Los Compadres Woodstock, MD

Bartender/Server/Front of the House Manager 9/2015 – 06/2021 Owner 06/2021 – 2/2025

Results driven bartender with experience in the art of mixology and adept at creating signature cocktails, managing inventory and maintaining a clean and organized bar area

Successfully applied suggestive selling techniques leading to a 25% boost in up-sell revenue and contributing to overall profitability

Ability to engage with diverse clientele and build lasting relationships. Committed to upholding the highest standards of hospitality and contributing to the success of a dynamic and customer-focused bar team

Staff management of 14+ employees, payroll, hire, training, and schedule staff. Onboard new employees

Inventory management; track, stock and place orders with vendors as well as forecast demand. Maintain vendor relationships

Manage budgets, analyze sales data, and implement cost-effective practices related to food/liquor costs, labor, and supplies. Help control costs and reduce waste

Ensure high customer service standards, able to resolve issues or conflicts, and actively seek feedback from staff and guests

Streamline operations, optimize workflow, implement policies to enhance efficiency and productivity, ensure a clean and organized environment. Ensure and prioritize compliance with health and safety legislation, liquor licensing, and local regulations

Develop and implement marketing strategies and promotions to maximize revenue profitability and increase sales and customer engagement

Assisted in menu planning, pricing and maintaining food quality

Demonstrates leadership, problem-solving and team building capabilities

Efficient in Focus POS (and familiar with others), accurately input orders and verify order details. Manage menu items and pricing within the POS system, responsible for report management and training 12/2004 – 12/2012 Travel Advantage Network Glen Burnie, MD New Business Development / Account Resolution Manager 02/2011 – 12/2012

Identified revenue opportunities for headquarters and affiliate companies, to include creating strategic proposals and negotiating business terms and conditions; revamped and conceptualized various program ideas

Developed opportunities to successfully solicit and convert past clients with a conversion rate of over 70%

Good strategic appreciation and vision; able to build and implement sophisticated plans; innovates and makes things happen

Liaise between the technical team and clients, as well as senior management

Over the years, received more than a dozen letters of appreciation from clients, recognized and rewarded as top salesperson and retention master monthly, confirmed by nomination as employee of the month nearly a dozen times, nominated 5 out of 8 years and won employee of the year in 2007

During my tenure, I played key part in planning and executing many departmental and corporate meetings, events, parties etc., to include selecting sites and entertainment, developing marketing materials, prepare and manage budget, negotiate service contracts etc.

Andrea Bivins

Glen Burnie, MD 21061

443-***-**** - ************@*****.***

Corporate Trainer / HR Generalist 09/2007 – 02/2011

Practices transparency in a direct, honest and proactive way with internal and external clients and considered a trusted advisor

Created several training manuals and provided training for various aspects of the company, both internal and external; Promoted from corporate trainer to HR Generalist within 6 months

Conduct yearly open enrollment, on and offsite, created benefit educational presentations for all employees and senior management and maintained employee benefits data in HRIS system

Jointly implemented and administered the company’s first HRIS system

Administers all company, health and welfare plans including medical, dental, flex spending, disability, life insurance, 401k, HRIS system, tuition reimbursement, employee handbook, EAP/wellness, PTO, severance and travel benefits, etc.; Responds to and responsible for conducting all new hire and benefit training for employees at multiple locations

Implemented a new wellness program, which included EAP, flu shots and occasional speakers

Support local and regional HR Business Partners by supplying HR information and reports

Provide guidance to management on policy, employee counseling and problem solving. Interpreted company policies and procedures

Respond to and represent company on all Department of Labor and Unemployment hearings

Created new hire orientation presentation and revised on-boarding process

Managed HR coordinators and interns

Audited and approved monthly invoices and receivables

Revamped and streamlined company-wide recruiting, posting and tracking process for HQ and off-site resulting in less turn-over; Improved hiring decisions/candidate selection and increased ROI

Created and managed recruiting budget; recommended and renegotiated major recruiting relationship, saving the company $5k

Plan, prepare and attend industry specific job fairs, recruit and interview new employees Vacation Coordinator / New Client Services 12/2004 – 08/2007

Confer with clients by telephone to answer questions, provide selection of travel and availability, product knowledge and explain services and fees

Quickly became the lead "go-to" person for new reps and particularly challenging calls; Considered one of the company’s mentors/trainers of both new and established employees

Commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and dependability in performance evaluations

An unwavering commitment to customer service, with the ability to build productive relationships and win customer loyalty

Strength in diffusing disgruntled clients with an easygoing manner, able to resolve complex issues with creative solutions for both the client and company

Increased bookings by 75% in eight months, compared to the previous 2.5 years

Jointly conceived and implemented Welcome Program designed to proactively increase profits and decrease cancelations

Actively sought new responsibilities irrespective of reward and recognition Education, License, Certificates 2003 & 2014 Long and Foster Institute of Real Estate – Severna Park, MD 2014 AACC Bartending School – Glen Burnie, MD

2021 ServSafe Alcohol Certificate – Howard Co, MD

2021 Howard County Liquor License – Howard Co, MD

1989 Fairfax High School – Fairfax, VA

1988 Chantilly Vocational School – Chantilly, VA

Andrea Bivins

Glen Burnie, MD 21061

443-***-**** • ************@*****.***

Additional Experience 03/2009 – 2017 Compass Pointe Golf Course Pasadena, MD Food and Beverage Senior lead, trainer, bartender, outing assistant, cafe 10/2015 – 2017 Chesapeake Bay Sport Fishing Glen Burnie, MD Sales/Marketing Sales and Marketing - Remote

10/2014 – 2015 Vantage Realty (Travel Advantage Network) Glen Burnie, MD Realtor

11/2014 – 2016 Main Ingredient Annapolis, MD

Catering Event Management and Logistics, Bartender/Server 08/2003 Long and Foster Severna Park, MD

Realtor Listing and Buying Agent

2003-2005 Hellas Restaurant Millersville, MD

Server Bartender, Server

07/2001 – 11/2003 Self Employed Glen Burnie, MD

Daycare Provider

04/1999 – 07/2001 Washington Roofing Cheverly, MD

Customer Service, Sales and Marketing Territory Manager 05/1997 – 04/1999 Stage Front Tickets Laurel, MD

Customer Service, Sales and Marketing Administrative Assistant to the President/ Ticket Broker Hobbies and Interests

• Health/wellness and nutrition • Traveling • Cooking • Mixology • Crafts/repurposing/home improvement • Gardening • Event planning and organizing • Research • Meeting new people/public interaction/building relationships • Various outdoor activities

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