Client Success & Operations Leader with 20+ Years Experience

LUTHER E. HUGHES III

Southport, NC, ***** United States 910-***-**** *********@**.***

Summary

Customer Success and Client Operations professional with 20+ years of experience delivering high-touch support across hospitality, events, and client-facing environments. Proven success managing high-volume inquiries, scheduling workflows, and cross-functional coordination in both on-site and remote settings. Known for improving service processes, resolving escalations, and maintaining exceptional customer satisfaction through virtual and digital communication platforms.

Skills

Communication

Problem-Solving

Relationship Building

Adaptability

Time Management

Conflict Resolution

Customer Success

CRM Systems

Scheduling Tools

Process Improvement

Account Coordination

Virtual Platforms

Experience

Senior Club Concierge (Remote-Transferable Role) 04/2017 to 09/2025

The Bald Head Island Club Bald Head Island, NC

September 2023 – September 2025

Delivered concierge-level support to 500+ members and guest pass holders, managing high-volume inquiries while maintaining a personalized service experience.

Coordinated dining, aquatics, and court sports reservations using internal scheduling systems, achieving near-zero booking errors and improved turnaround time.

Served as the primary liaison between members and 5+ internal departments, accelerating issue resolution and service delivery.

Documented workflows and supported process enhancements that improved operational efficiency and increased member satisfaction scores.

Restaurant Manager 07/2019 to 09/2023

Private Events & Wedding Coordinator

Oversaw daily restaurant operations, including staff scheduling, service standards, and guest experience for a venue serving hundreds of patrons weekly.

Planned and executed 50+ private events and weddings annually, managing timelines, vendor coordination, budgets, and client communications.

Partnered cross-functionally with culinary, facilities, and leadership teams to ensure seamless event execution and consistent service quality.

Maintained contracts, event documentation, and financial records with 100% compliance and audit readiness.

Restaurant Server 08/2017 to 07/2019

The Bald Head Island Club

Delivered exceptional service in a high-volume dining environment, consistently meeting guest satisfaction benchmarks.

Built strong rapport with members and guests, contributing to repeat visits and positive referrals.

Managed multiple tables simultaneously while maintaining accuracy in orders and payments.

Supported team operations during peak service periods, improving table turnover and service flow.

PRIOR EXPERIENCE

Additional background includes 10+ years in wireless retail sales and sales management, with responsibilities spanning consultative sales, account management, customer retention, and team leadership. Developed strong expertise in relationship building, performance coaching, and revenue-driven service delivery.

EDUCATION

Bachelor of Science in Communications – TV/Radio Broadcasting

East Carolina University, Greenville, NC

AWARDS & RECOGNITION

Members' Choice Employee of the Year (2023)

Multiple awards for excellence in wireless sales and sales management

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