Customer Service Sales

Brian W. Groh

*** **** ********** *****, **. Holly, NC 28120

***********@***.***

704-***-**** (H) 704-***-**** (C)

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Hands-On, Performance Process & Results-Oriented

Diverse Management Professional

with strong skills in the following areas:

* Operations Management * Profit & Loss Responsibility * Hiring & Motivating Staff members

* Developing and Implementing Training Programs * Increasing Customer Satisfaction

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Highly skilled professional with proven leadership/managerial abilities in managing diverse sales, marketing, and office environments. A proactive achiever with a passion for delivering outstanding customer service and expertise in handling high level clients/customers.

Skills and Training

Proficient in use of Microsoft Office products (Word, PowerPoint, Excel), One Facility, ServSafe certified, Disaster/Terror, Human Resource and Compass Group Management training; carpentry, plumbing, painting.

Professional Experience

Delta Global Services, Charlotte, NC 2010-Present

Bar Supervisor

Direct bartending operations; oversee seamless beverage service, scheduling, inventory management and customer service. Supervise and motivate a high performing team of seven bartenders.

Accomplishments

• Improved bar sales by 50% over the previous year by implementing new wine & beer displays and providing training to staff which focused on up-sale skills and customer service etiquette.

• Provided detailed report to management on bar services and what improvements could be implemented.

• Instituted new methods of measuring premium wine resulting in reduction of over pours by 25%

• Responsible for coordinating delivery schedules with variety of vendors to ensure optimal levels of inventory are maintained for effective customer

• Worked with US Airways club management on numerous repair and maintenance issues

• Monitor at all times USPH procedures for sanitation and cleanliness. Improved club sanitation rating to 100.5 by the Mecklenburg County Health Department

Compass Group at Bank of America, Charlotte, NC 2005-2008

Conference Center Manager

• Managed the overall operation of food service to meet customer contract specifications while sustaining consistent high standards of quality, cleanliness, set-ups, inventory control and maintenance.

• Directed the day-to-day workflow in the conference center by overseeing, prioritizing and delegating to conference center staff in order to meet deadlines and service levels

• Supervised conference center staff, conducted annual performance appraisals and assessed training needs

• Ensured conference center was in compliance with health and safety, licensing laws and other legal regulations

• Facilitated diversity and workplace training sessions to center city management team and staff

• Maintained weekly reporting and score cards to present to senior management

• Coordination of technology needs for individual events inclusive of audio visual, communication and data services.

Flick / Eurest at Bank of America, Charlotte, NC 2001-2005

Event Coordinator

• Co-managed large events such as annual Wine and Cheese Ball, Charlotte Wine Tasting, and the annual Mint Museum Fundraiser

• Chosen by management and executive chef to oversee meetings where Bank of America CEO, senior management, elected officials and national business leaders were present

• Managed private in-home events and dinners won at corporate charity auction

• Handled logistical arrangements and managed staffing for executive events

• Assisted in training for event service staff

• Followed up on client requests, concerns and problems

Dealers Supply Company, Durham, NC 1996-2001

Commercial Sales Representative

• Represented several construction product lines such as DuPont Corian, Wilsonart high pressure laminate, Flex-Co static dissipative tile and Mannington commercial flooring to architectural and design firms

• Worked closely with top interior designers to have our products specified

• Coordinated sales campaigns to increase market penetration by 12%

• Other duties included: new sales person training, product demonstrations, implementing sales incentive kick-offs and presenting market launch programs

The Russian Museum Company, Washington, DC 1993-1996

Marketing & Sales Manager

• Achievements included large sales increase, expanding customer base from Washington, DC to thirty-five states and two foreign countries

• Oversaw all product design and development work for seven major product lines, including: bronze and silver reproductions, hand painted fine art boxes and related specialty items

• Projected, analyzed and planned production of items based on extensive market research and sales projections

• Generated and assisted in executing new packaging ideas to meet customer expectations

• Expanded existing account base through innovative advertising, wrote and placed advertising with national magazines and trade publications

Governor’s Office, Raleigh, NC 1988-1993

Director-North Carolina, Keep America Beautiful

• Designed and implemented the first highway road sign program to recognize K.A.B. Affiliates

• Created statewide advisory board of business, government and environmental leaders

• Directed thirty-two city and county affiliates for this environmental education cooperative

• Successfully marketed the K.A.B. educational program to government officials and divers groups which increased organizational size thirty-three present

Estate Liquidation Professionals, Raleigh and Charlotte, NC 1990 - Present

Consultant

• Appraised and liquidated fine art, furniture, glass and porcelain. Sold single items and whole estates throughout NC and Washington, DC

• Directing liquidations for many prominent NC families, including brokerage for The Duke Mansion and heirs of the Booth Tarkington estate.

• Conducted private, home and internet sales and worked with auction houses such as Sotheby’s, New York City

Education

Appalachian State University, 1987

Bachelor of Science in Business Administration

Double Major: Real Estate / Management

NC Real Estate License (1991) Broker (2007)

Achievements

Completed hands-on renovation of my entire home on time and within budget.

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