Serviced-focused General Manager dedicated to delivering positive customer experiences to promote loyalty and repeat business. Orchestrates optimal resource utilization to handle expected operational needs. Sales leader with sound judgment, good planning abilities and interpersonal communication strengths.
Skills
Policy Development and Enforcement
Sales Promotion
Program Optimization
Performance Monitoring and Evaluation
Department Oversight
Sales Tracking
Management Training
Originality and Creativity
Business Leadership
Financial Statement Review
Hiring and Onboarding
Focus and Follow-Through
Aloha POS
P&L Responsibility
Supervision and Training
Performance Improvement
Profit and Loss Control
Strategic Vision
Records Organization and Management
Supplier Monitoring
Problem Anticipation and Resolution
Human Resources Oversight
Corporate Monitoring
Inventory Tracking and Management
Motivational Leadership
Profit and Loss
Work History
01/2018 to Current
General ManagerBowlero Corp – Anaheim, CA,
Managed budget implementations, employee reviews, training, schedules and contract negotiations.
Developed and maintained relationships with customers and suppliers through account development.
Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures and technology systems.
Implemented operational strategies and effectively built customer and employee loyalty.
Organized budgets, oversaw P&Ls and achieved margin targets consistently to stay on track with growth plans.
Reduced costs, managed delivery schedules and performed risk analysis to improve overall profitability.
Drove year-over-year business growth while leading operations, strategic vision and long-range planning.
Set, enforced and optimized internal policies to maintain responsiveness to demands.
Assessed reports to evaluate performance, develop targeted improvements and implement changes.
Enhanced operational efficiency and productivity by managing budgets, accounts and costs.
Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency
Reduced corporate risk by managing shrink processes and controlling inventory levels.
Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
Established and administered annual budget with controls to prevent overages, minimize burn rate and support sustainability objectives.
Developed effective business plans to align strategic decisions with long-term objectives.
Assessed supplier quality to maintain tight cost controls and maximize business operational performance.
Designed modern employee recognition program which boosted productivity and improved morale.
Boosted productivity by consolidating material planning, data collecting, payroll and accounting programs into one main system.
Developed value-added solutions and approaches by leveraging trends in customer marketplaces and industries.
Launched new, robust business management software system, resulting in improved operational insight and planning.
Directed successful operational turnaround, eliminating over $20000 in debt within 7 months.
08/2016 to 01/2018
Customer Service RepresentativeApex Systems – Okemos, MI,
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Answered customer telephone calls promptly to avoid on-hold wait times.
Answered constant flow of customer calls with minimal wait times.
Offered advice and assistance to customers, paying attention to special needs or wants.
Responded to customer requests for products, services and company information.
Provided primary customer support to internal and external customers.
Recommended products to customers, thoroughly explaining details.
Collected customer feedback and made process changes to exceed customer satisfaction goals.
Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
Cultivated customer loyalty, promoted repeat business and improved sales.
Developed community reputation through commitment to customer satisfaction and strong client relationships.
Provided information regarding charge accounts and loyalty programs.
Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
Consulted with outside parties to resolve discrepancies and create expert solutions.
Communicated with vendors regarding backorder availability, future inventory and special orders.
Evaluated account and service histories to identify trends, using data to mitigate future issues.
Leveraged sales expertise to promote products and capitalized on upsell opportunities.
Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Investigated and resolved customer inquiries and complaints quickly.
Responded proactively and positively to rapid change.
Exhibited high energy and professionalism when dealing with clients and staff.
Delivered prompt service to prioritize customer needs.
Met customer call guidelines for service levels, handle time and productivity.
Educated customers about billing, payment processing and support policies and procedures.
Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
Maintained up-to-date knowledge of product and service changes.
Trained new personnel regarding company operations, policies and services.
Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Communicated professionally with colleagues, freelancers and clients.
Promptly responded to inquiries and requests from prospective customers.
Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Managed timely and effective replacement of damaged or missing products.
Trained staff on operating procedures and company services.
Effective liaison between customers and internal departments.
Sought ways to improve processes and services provided.
Increased efficiency and team productivity by promoting operational best practices.
Applied highly effective selling skills while properly engaging and presenting solutions to customers.
Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
Promoted available products and services to customers during service, account management and order calls.
Reached out to customers after completed sales to suggest additional service or product purchases and inquire about needs or concerns.
Collaborated with sales team members to stay current on inventory levels, complete accurate orders and resolve item issues.
Investigated and resolved accounting, service and delivery concerns.
Facilitated inter-departmental communication to effectively provide customer support.
Increased efficiency and performance by monitoring team member productivity and providing feedback.
Enhanced productivity levels by anticipating needs and delivering outstanding support.
Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas.
Calculated correct order totals, updated accounts and maintained detailed records for inventory management.
Implemented and developed customer service training processes.
Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
Trained new employees and delegated daily tasks and responsibilities.
Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
Delivered superior training and leadership to teams to boost performance and help team members achieve performance targets.
Enforced company policies and regulations with employees.
Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills.
Monitored employee actions for safety, sanitation and general housekeeping compliance, proactively protecting staff and customers from safety hazards and infection risk.
Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
Prepared shift summary reports for supervisor and communicated regularly on goals and progress.
Regulated pricing, inventory count and supply during shift hours.
Identified team weak points and implemented corrective actions to resolve concerns.
Oversaw talented team by actively communicating project information, remedying issues and delivering positive feedback.
Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
Managed overstocking, restocking and inventory control procedures during scheduled shift.
08/2013 to 12/2014
Student CoachTexas Tech University – City, STATE,
Developed game plans and adjusted to meet various game situations.
Increased player strength, agility and game skills through successful practices.
Promoted proper stretching, warmups and conditioning exercises to prevent sports injuries.
Trained athletes in proper use of equipment for safety and maximum results.
Established clear benchmarks for performance and monitored individual and team progress.
Coordinated special events such as pre-season tryouts, training camps and special workshops to support team goals.
Educated players on nutrition and positive life choices for better health and performance.
Evaluated tapes of competition matches to assess strategies and plan counter approaches.
Recruited student-athletes of highest caliber to elevate team performance.
Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
Carried out day-day-day duties accurately and efficiently.
Demonstrated respect, friendliness and willingness to help wherever needed.
Worked flexible hours; night, weekend, and holiday shifts.
Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
Maintained energy and enthusiasm in fast-paced environment.
Proved successful working within tight deadlines and fast-paced atmosphere.
Used critical thinking to break down problems, evaluate solutions and make decisions.
Offered friendly and efficient service to customers, handled challenging situations with ease.
Developed and maintained courteous and effective working relationships.
Maintained excellent attendance record, consistently arriving to work on time.
Education
Expected in 05/2013 to to
High School Diploma: Estacado High School - Lubbock, TX GPA:
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