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Customer Service Manager

Miami, FL, 33181
August 18, 2012

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Masters Graduate in Hospitality and Tourism Management looking for a multi-dimensional job within the hospitality industry. I am an avid reader and writer; I co-authored a research paper that was accepted into the 2011 ICHRIE conference on the impact of restaurant week programs on participating restaurants, focusing specifically on the Miami Spice promotion. I developed an inventory system for a wine bar during my Master’s internship at Michy’s. I have a can do attitude and will figure out how to accomplish activity that I am tasked with. I am a hard worker, looking for my next opportunity in life.


Florida International University, Miami, FL | Jan 2011 - May 2012

Major(s): Hospitality Management | GPA: 3.98

University of Dayton, Dayton, OH | Aug 1994 - May 1998

Major(s): Management Information Systems, International Business | GPA: 3.86

Employment Experience

United States Sommelier Association, Livermore, CA | Jun 2012 – Present

Wine School Coordinator

Coordinated all activities of the USSA wine school offered at Wente Vineyards in Livermore, CA including purchasing of wines, transportation of students, and distribution of materials. Taught several wine course modules to prepare students for blind tasting portion of sommelier certification exam. Lead grading panel to score students in both wine theory and blind tasting portions of final exam. Distributed certifications and conducted exit interviews to all students of the course.

Florida International University, Miami, FL | Jun 2011 - May 2012

Teaching/Research Assistant

Teaching assistant for William Pelzer, Adjunct Wine Professor and John Thomas, Law Professor; graded undergraduate papers, attended additional courses, and provided assistance as needed during lectures. Research assistant for Dr. Catherine Curtis performing in-depth investigation into time share ownership throughout the United States for a grant funded research project. Student Associate at South Beach Wine and Food Festival in spring of 2011 and 2012.

Michy's, Miami, FL | Jun 2011 - Apr 2012


Bartender and intern at James Beard award winning chef Michelle Bernstein's flagship restaurant in Miami; created a wine inventory system to track stock and sales of wine list with over 300 labels and helped with purchasing of inventory while providing excellent service to bar patrons with full dinner menu and servicing all floor staff with drinks.

Dante's, Key West, FL | Jun 2010 - Nov 2010


Bartender for high-volume location featuring a pool, 2 bars, and full lunch and dinner menu catering to local residents, served bar patrons and service bar with a full liquor selection and many custom designed cocktails.

Irish Kevin's, Key West, FL | Sep 2005 - Jun 2010


Bartender for high-volume night club featuring live entertainment catering to tourists, rotated through all floor positions including selling shots, beer tub, and table server. Bartender with excellent customer service in fast paced environment serving bar and service tickets; routinely assigned to VIP lounge and busy weekend nights.

Key West Golf Club, Key West, FL | Dec 2007 - Jun 2010

Beverage Cart

Maintained inventory of liquor and dry goods on beverage cart at the only public golf course in the Florida Keys; provided customer service to course patrons on weekends, worked all tournaments and assisted with special catering events held on site.

Woodbury Country Club, Woodbury, NY | Jan 2005 - Aug 2005

Receptionist/Banquet Manager

Temporary position as receptionist in charge of greeting guests, answering phone calls, scheduling appointments, and reporting for high end catering facility in Long Island; promoted to Banquet Manager sales position including showing facility, creating contracts for catering events, and supervising events hosted at the site.

Paint Decco, Long Island, NY | Jun 2002 - Feb 2005


Developed business plan and obtained financing to incorporate a licensed and insured paint contracting business in New York; created faux finishes in interior spaces for clients throughout the NY area, worked on model showcase homes with interior designers to promote the company.

TCBY Franchise, Farmingdale, NY | Mar 1999 - Nov 2003


Owned and operated TCBY franchise location co-branded with Noble Romans Pizza franchise; managed employees, inventory, location, and insurance to provide excellent customer service. Maintained brand standards and participated in all national promotional campaigns.

Accenture, New York, NY | Jul 1998 - Mar 2002

Strategy Consultant - Technology

Developed technology projects and implementation strategies for major financial services clients; worked with database analysts and technical services to define system requirements that supported key business strategies and ideal reporting needs, aided in logical and physical data model design, database tuning/optimization, and exception report creation and distribution, developed transition plans.

Additional Experience

Habitat for Humanity ReStore, Miami, FL | Jul 2012 - Present


Organizing inventory and creating displays of home goods and furnishings for sale at the ReStore; cleaning, assisting customers, and anything else to help out at the busy Miami location.


Certified Sommelier, Certified Bartender, SDI Certified Scuba Diver

Proficient in MS Office, Micros, OpenTable, and development platforms

Experienced researcher with published work at ICHRIE conference

Mild Spanish language proficiency

Professional Affiliations

Delta Sigma Pi, Professional Business Fraternity; Eta Sigma Delta, Honor Society

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