Customer Relations & Remote CSR Leader
Resume:
Keenan Acosta
Johnson City, TN *****
*************@*****.***
Summary
General Manager with a proven track record at McDonald Gifted professional with drive to provide remarkable service. True people person skilled in resolving issues and understanding importance of corporate branding. Several years driving growth and brand recognition for major hotel chains. Motivated professional with talent for coordinating guest services. Proactive with history of managing multiple tasks in various areas with specialties in conflict resolution, team coordination, and customer support. Highly organized, detail-oriented and thrives in fast-paced, intense environment. Resourceful Customer Relations Manager known for high productivity and efficiency in task completion. Possess specialized skills in conflict resolution, strategic planning, and customer retention. Excel in communication, empathy, and problem-solving, ensuring positive outcomes in customer interactions. Committed to leveraging these abilities to maintain and enhance customer satisfaction and loyalty.
Skills
Hiring procedures
Production records
Hiring standards
Kitchen operations management
Department growth
Menu pricing
Food safety management
Equipment management
Strong leadership
Policy improvement
Call logging
Training and mentoring
Sales proficiency
Inter-department collaboration
Research and due diligence
Account planning
[Software] CRM system proficiency
Delinquency monitoring
Training programs
Client onboarding
Leadership and team building Policy/program development
Profit and loss accountability
Recipes and menu planning
Budgeting and cost control
Leader
Deadline-oriented
Purchasing Cost analysis and savings
Staffing
Recruitment
Vendor relationships
Team training and development
Housekeeping oversight
Social media networking Dining reservations
Vendor interaction
VIP services
Strategic planning and analysis
Guest services management
Office and staff streamlining
Bookkeeping
Staff hiring
Vendor engagement
Billing
Scheduling and calendar management
Data retrieval systems
Office management software
Budgeting expertise Documentation expertise
Clear oral/written communication Senior leadership support
Training and coaching Credit and collections
Policy and procedure modification
DBMS
Mail handling
Documentation and control
Banking operations
Experience
January 2021 - July 2024
McDonald's - Elizabethton, TN
General Manager of Food Service
Developed and implemented strategies to increase customer satisfaction and loyalty.
Created operational policies and procedures to ensure efficient operations, quality control, and safety standards.
Coordinated with vendors to ensure proper supply of food items at competitive prices.
Analyzed sales data to identify opportunities for growth.
Trained and supervised staff members in all aspects of restaurant operations.
Monitored daily financial transactions and prepared weekly reports for management review.
Maintained a safe working environment by conducting regular inspections, enforcing safety regulations, and responding promptly to any hazards or accidents.
Resolved customer complaints in a timely manner while maintaining excellent customer service standards.
Ensured compliance with all local health codes, sanitation regulations, and company policies.
Developed relationships with key customers to maximize revenue potential.
October 2018 - December 2020
Freddys Frozen Custard And Steakburger - Elizabethton, TN
Assistant Store Manager
Managed the day-to-day operations of the store, including customer service, inventory management and staff scheduling.
Monitored sales activities to ensure that customers receive satisfactory service and quality goods.
Developed strategies for increasing store profitability by analyzing financial data and implementing cost-saving measures.
Supervised a team of employees and provided ongoing training to ensure high levels of customer satisfaction.
Maintained accurate records of all transactions, stock levels and employee performance metrics.
Resolved customer complaints in a timely manner and addressed any issues that may arise during store hours.
Ensured compliance with all safety regulations throughout the store premises.
promotional campaigns to increase brand awareness and attract new customers.
Analyzed market trends to identify opportunities for product expansion or improvement.
August 2015 - September 2018
AT&T - Johnson City, TN
Customer Relations Representative
Greeted customers upon arrival and provided them with product information.
Assisted customers in selecting the most suitable products to meet their needs.
Answered customer inquiries via telephone, email and social media platforms.
Resolved customer complaints through attentive listening and creative problem-solving technique Provided detailed explanations of product features and benefits.
Maintained accurate records of customer interactions and transactions.
Developed customized sales plans for individual customers based on their needs.
Organized promotional events to increase brand awareness among potential customers.
Conducted follow-up surveys with customers to ensure satisfaction with purchase experience.
Generated reports on customer feedback data to inform product development decisions.
June 2012 - July 2015
Country Inn & Suites By Radisson - Jonesborough, TN
Front Office Manager
Responsible for managing the daily operations of the front office, including greeting guests, answering phone calls and emails.
Provided leadership to ensure that all Front Office team members are delivering excellent customer service.
Ensured compliance with hotel policies and procedures as well as local, state and federal regulations.
Coordinated with other departments to ensure smooth running of the entire hotel operation.
Developed and implemented strategies to maximize guest satisfaction and optimize operational efficiency.
Assisted in recruiting, training, evaluating and developing staff members in order to maintain high standards of performance.
Monitored front desk operations on a regular basis to identify areas for improvement or corrective action Maintained accurate records of financial transactions such as cashiering activities, credit card charges.
Managed inventory levels for supplies used at the front desk such as stationary items, key cards.
Education and Training
March 2023
Strayer University Washington, VA
Bachelor of Science Criminal Justice With A Minor in People Science
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