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COO Resume Example

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COO
Professional Summary

Experienced team leader and small business owner with proven success based on a blueprint of unmatched customer service, polished sales skills, teamwork, and training. Have the ability to communicate on every level, and increase revenue growth by leveraging top-notch abilities in networking and lead development. Demonstrated success in converting prospects into customers, servicing accounts and maintaining consistent sales levels. Skilled relationship-builder, and multitasker. Collaborative leader with dedication to partnering with teammates to promote excellent customer service and safety work culture. Remains in tune with latest sales and marketing strategies including social media. Possesses excellent track record in predicting and planning for new sales direction and market trends. Identifies new sales prospects and negotiate deals while maintaining high level of customer satisfaction. Oversees strategies and campaigns throughout product, service or concept lifecycle. Leads by example and inspire sales and marketing staff to perform at peak levels.

Skills
    • Planning and execution
    • Operations oversight
    • Budgeting
    • Sales
    • Staff Management
    • Personnel development
    • Negotiation
    • Acquisition integration
    • Business Development
    • Training & Development
Work History
December 2014-CurrentCOO | Company Name | City, State
    • TWOCATS LLC specializes in small business marketing and advertising strategies.
    • Success with 14 local business startups with all regulations and licensing required for federal and state incorporation and implementing tailor made marketing strategies including television, social media, and free marketing programs.
    • TWOCATS LLC was contracted by Elements Developments Construction in 2015 resulting in increasing profits by 425%.
    • TWOCATS LLC negotiation expertise procured winning bid for Elements Construction as main contractor for Black Knight Sports and Entertainment dba Vegas Golden Knights.
    • Black Knight Sports projects included remodel of main offices for Fidelity Investments and Vegas Golden Knights, Henderson airport construction of a business office and full apartment. Two residential home construction in Ridges.
    • TWOCATS LLC developed, designed, and implemented interactive websites for six small businesses resulting in profit increase of 16% in growth per quarter for five consecutive quarters.
    • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
    • TWOCATS LLC developed and implemented sales training program that teach and train top-performing sales teams.
    • Increased margins by 17% and revenues by 88% with cross-selling and upselling initiatives.
    • Led marketing oversight and budgetary supervision for three businesses.
    • Shaped solutions and approaches by leveraging trends in customer marketplaces and industries.
    • Developed and implemented performance improvement strategies and plans to promote continuous improvement
    • Identify potential issues, analyze information and provided solutions to problems.
    • Spearheaded advertising and marketing turnaround for company during significant restructuring, including reducing staff from 35 to 26 to cutting staff budget by $57,000
    • Managed quality assurance training program, including on-site evaluations, internal audits and customer surveys.
    • Developed and implemented successful training programs with five Las Vegas businesses to improve customer service, job site safety, and site cleanliness.
April 2017-March 2020Guest Services Lead-Bell/Limos | Company Name | City, State
  • Ability to transparently manage and carry out daily shift activities, make employment staffing decisions based on hotel occupancy and in house VIP guests. Managed over 80 customer and department calls per day.
  • Address, investigate, resolve all comments and concerns regarding guest services.
  • I constructed new vendor bid and service protocol to handle department overflow of VIP transportation requests.
  • Answered guest inquiries and provided information regarding hotel services and amenities.
  • Streamlined check-in process to decrease wait times and increase customer satisfaction.
  • Investigated guest challenges and sources of dissatisfaction to offer timely resolution.
  • Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
  • Greeted guests upon arrival and offered assistance.
  • Resolved sources of dissatisfaction and implemented processes to prohibit future service obstacles.
  • Managed team of 12 employees, overseeing hiring, training, and professional growth of employees
  • Received and processed stock into inventory management system.
  • Monitored all company inventory to ensure stock levels and databases were updated.
November 2001-October 2014Table Games Dual Supervisor | Company Name | City, State
  • Prior to grand opening, lead Table Games team that created and edited Palms Table Games Operations and Procedure manual.
  • Lead customer service team that created Table Games Customer Service classes and reference checklist, giving table games employees clear direction on superior customer service.
  • Discrete communication with supervisors concerning activities involving game patrons as well as cash counting and informing supervisors of currency transactions related to Title 31.
  • Responsible for supervising up to eight table games, 20 dealers, and average of 80 patrons.
  • Expert ability diffusing patron and employee situations where outcome benefits both customer and management.
  • Communication with hotel and casino department managers for any special requests or questions providing operational support and updating databases.
  • Knowledge of Outlook, Excel, Word, PowerPoint and analysis of customer patterns and revenue.
  • Oversaw area games to maintain security, compliance, and win/lose ratios.
  • Eliminated customer service issues by quickly resolving disputes and correcting problems.
  • Interacted with guests to promote positive atmosphere by greeting with friendly tone and wishing good luck.
Education
Bachelor of Arts: Criminology/Marketing University of Nevada-Las Vegas, City
Certifications

Advanced Computer Knowledge (10+ years) Advanced Computer Knowledge/Sales Skills (10+ years) Upselling (10+ years) Guest Services (10+ years) Marketing Databases

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Resume Overview

School Attended

  • University of Nevada-Las Vegas

Job Titles Held:

  • COO
  • Guest Services Lead-Bell/Limos
  • Table Games Dual Supervisor

Degrees

  • Bachelor of Arts : Criminology/Marketing

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