Talented Manager successful in managing highly effective teams with focus on customer service and retention. Detail-oriented professional with 20 years of experience. Persuasive communicator with proactive approach to resolving account and customer service issues.
Skills
Office management
Customer relationship management
Conflict mediation
Troubleshooting complex problems
Excels in team leadership
Excellent communication skills
Employee training
Client relationship management
Strong interpersonal skills
Excellent work ethic
Excellent time management skills
Multi-tasking ability
Experience
07/2019 to Current
Assistant Service ManagerAble Services – Chicago, IL,
Oversee service estimates, sell routine maintenance/extended repair contracts and conducts follow-ups regarding unsold services and customer inquiries.
Assists Service Manager with payroll, scheduling and enforcing service department standards.
Collaborate with customers to offer solutions to service needs.
Participate with trainings, coaching and mentoring of all service employees.
Assists with the coordination of alternate transportation, rental car reservations, shuttle etc.
Works collaboratively with other departments, to address legal, maintenance, recalls, or billing matters.
Exceptional organizational and multi-tasking ability.
Ability to work under pressure.
Upheld team productivity and quality objectives by setting and maintaining clear benchmarks for service.
Researched and provided timely resolution to service discrepancies.
Adhered to customer service standards to foster satisfaction and retention.
Pitch in to complete various duties during peak periods or employee absences.
Improved customer satisfaction ratings by listening to complaints and finding appropriate solutions to problems.
12/2017 to 06/2019
Branch ManagerFidelity Bank Of North Carolina – Apex, NC,
Designed sales and service strategies to improve revenue and retention.
Increased efficiency and drove branch revenue by optimizing daily operations.
Built strong rapport with new and existing clients to better serve financial needs and promote branch loyalty.
Recruited and hired talented professionals with drive and dynamic skills to build success within organization.
Planned daily operational strategies, including vehicle delivery, team workflows and promotional initiatives.
Oversaw financial management activities, including budget management, accounting and payroll.
Managed company operations with responsibility for profit and loss, scheduling, training and inventory control.
Conducted performance reviews providing coaching and feedback to benefit both company and employee.
Enforced security policies and procedures to protect company assets from theft, loss or damage.
Corresponded daily with clients, Corporate, HR and Senior Management.
Exceeded team goals and resolved time-sensitive issues by partnering with staff to share and implement project initiatives.
Booked travel arrangements for Law firms, Repair facilities, Hotels and other businesses needing consistent rental use.
12/2013 to 12/2017
Assistant Restaurant ManagerGpm Investments – Quinton, VA,
Took immediate responsibility for issues and found effective solutions for swift resolution.
Maintained entire look of restaurant, keeping it clean and inviting at all times.
Scheduled and directed staff in daily work assignments to maximize productivity.
Interviewed and hired new workers offering great personalities, fantastic restaurant experience and desire to work hard.
Trained all front of house staff on restaurant policies and procedures, guest service techniques and communication skills to ensure positive experience.
Exhibited thorough knowledge of foods, beverages, supervisory duties, service techniques and guest interactions.
Worked closely with Executive chef, Sous chef and cooks to determine menu plans for special events or occasions.
Communicated well and used strong interpersonal skills to establish positive relationships with guests and employees.
Performed opening and closing procedures each day.
Reconciled daily transactions, balanced cash registers and deposited restaurant's earnings at bank.
12/2010 to 11/2013
Lead ServerSagora – Mansfield, TX,
Greeted customers, answered questions and recommended specials, wine and desserts to increase profits.
Maintained knowledge of menu items, garnishes, ingredients and preparation methods to assist guests with menu selection.
Calculated charges, issued table checks and collected payments from customers.
Provided exceptional service to high volume of daily customers.
Trained and acclimated new servers to restaurant's culture and operations.
Completed opening and closing checklists to facilitate smooth restaurant operations.
Education and Training
Expected in 05/2003
High School Diploma: Hollywood Hills High School - Hollywood, FL, GPA:
Expected in
: Business Administration And Management Broward College - Fort Lauderdale, FL GPA:
Expected in
Paralegal Certification: University of Miami - Miami, FL GPA:
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