Customer-oriented General Manager with 8 years of experience in a multi million dollar bar/restaurant location, focused on increasing customer and brand loyalty. Adaptive and deadline-oriented with capacity to execute and complete multiple projects in high-stress environments. Meticulous leader and strategic planner with comprehensive managerial acumen in identifying both customer and employee needs.
Business-driven manager with more than 40 years of customer service experience planning and organizing work schedules, communicating goals and objectives and complying with guidelines and procedures. Analytical and determined individual committed to developing client rapport and following all customer service guidelines. Tech-savvy with proficiency in most Microsoft applications.
Serviced-focused manager dedicated to giving every customer positive experiences to promote loyalty and repeat business. Orchestrate optimal resource utilization to handle expected operational needs. Sales leader with sound judgment, good planning abilities and interpersonal communication strengths.
Experienced manager with over 40 years of experience in customer service. Excellent reputation for resolving problems and improving customer satisfaction.
Accomplishments
Staffing - Worked directly with Human Resources to streamline hiring and onboarding process.
Supervised team of 90 staff members.
Several Managerial awards during the course of a long customer service geared career.
Skills
Budget
Business
Administration
C
Cost reduction
Credit
Inventory
Investments
Personnel
Policies
Pricing
Processes
Sales
Recruitment
Team Leadership
Conflict Resolution
Food Preparation and Safety
Operations management
Exceptional interpersonal communication
Effective leader
Relationship building
Employee scheduling
Recipes and menu planning
Coaching and mentoring
Consistently meet goals
Efficient multi-tasker
Budget development
Staff training/development
Budgeting
Work History
GENERAL MANAGER, 03/2015 to 06/2020 Aarons – Jacksonville, FL,
Oversee activities directly related to making products or providing services.
Direct and coordinate activities of businesses or departments concerned with the production, pricing, sales, or distribution of products.
Review financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement.
Manage staff, preparing work schedules and assigning specific duties.
Direct and coordinate organizations financial and budget activities to fund operations, maximize investments, and increase efficiency.
Establish and implement departmental policies, goals, objectives, and procedures with insight from upper management
Coach and counsel staff members as necessary.
Determine staffing requirements, and interview, hire and train new employees, or oversee those personnel processes.
Determine goods and services to be sold, and set prices and credit terms, based on forecasts of customer demand.
Monitor business operations to ensure that service is efficiently and effectively provided while staying within budgetary limits.
Perform daily tasks such as greeting or assisting customers, stocking shelves, or taking inventory.
Plan store layouts or design displays.
Managed budget implementations, employee reviews, training, schedules and payroll.
Drove year-over-year business growth while leading operations, strategic vision and long-range planning.
Developed and maintained relationships with regular customers and suppliers through continual communication and product updates
Set, enforced and optimized internal policies to maintain efficiency and responsiveness to demands.
Received superior customer service satisfaction scores for [Number] consecutive quarters.
Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency
Bartender, 03/2013 to 03/2015 Cadia Healthcare – Silver Spring, MD,
Poured and prepared mixed drinks for hundreds of customers daily and created new libations drawing in clientele.
Managed accurate register and produced daily sales reports backing up inventory usage numbers.
Assisted servers with specialty drinks orders by preparing on-demand items without delay.
Handled hundreds of dollars of cash on daily basis, which built trustworthiness and loyalty with owners.
Orchestrated numerous social functions, including private parties, and business meetings.
Recruited and trained numerous bartenders and barbacks and scouted and auditioned performers for various special events.
Kept accurate inventories and notified management of ordering needs for liquor, beer, wine and bar supplies.
Upsold menu items to customers, driving up per sale revenues and maximizing profits.
Kept alcoholic beverages well-stocked and organized to meet expected demands.
Implemented drink prep procedures that reduced wasted stock.
Took customer orders and capitalized on opportunities to sell special beverage and food options.
Managed bar inventory, restocked supplies and placed orders for spirits, beer, wines and mixers.
Operated efficiently in high-volume setting to prepare and serve more than 100 drinks per hour.
Maintained accurate cash drawer of $500 per shift.
Set up bar for operation, obtained cash bank and stocked service bar.
Security/Front Door Host, 03/2012 to 03/2013 Res-Care, Inc. – Marathon, FL,
Reviewed tickets for authenticity and applicability to particular event.
Provided information about current and future events at facility.
Performed visual evaluation for signs of counterfeit tickets
Refused admittance to patrons on basis of policies or for lack of ticket possession.
Provided customer service by selling tickets and merchandise, answering questions and distributing programs.
Greeted customers with smile and provided friendly, knowledgeable service.
Maintained excellent attendance record, consistently arriving to work on time.
Resolved conflicts and negotiated mutually beneficial agreements between parties.
Customer Service Manager, 12/1978 to 04/2016 American Airlines – City, STATE,
Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
Collaborated with upper management to improve customer service processes and support structures company-wide.
Aided senior leadership during executive decision-making processes and generated daily reports to recommend corrective actions and improvements.
Exceeded team goals and collaborated with staff members to implement customer service initiatives.
Resolved customer complaints while prioritizing customer satisfaction and loyalty.
Assisted organization with transitioning from paper invoicing to electronic ticketing which resulted in overall efficiency.
Researched and corrected regular, advanced and long-standing customer concerns to promote company loyalty.
Suggested new procedure to persuade cancelling customers to stay with company.
Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
Completed special projects by using effective decision making, critical thinking and time management skills.
Assisted customers with navigating internal changes that related to the ever changing airline business model.
Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
Decreased downtime by training and utilizing employees in more effective work procedures.
Education
State of Illinois PERC Card: , Expected in 05/2020 State Of Illinois - Illinois, GPA:
Completed coursework
towards Business
Administration Business
Administration: , Expected in HARPER JR. COLLEGE - Palatine, IL GPA:
High School Diploma: , Expected in 06/1978 Hoffman Estates High Shool - Hoffman Estates, IL, GPA:
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Resume Overview
School Attended
State Of Illinois
HARPER JR. COLLEGE
Hoffman Estates High Shool
Job Titles Held:
GENERAL MANAGER
Bartender
Security/Front Door Host
Customer Service Manager
Degrees
State of Illinois PERC Card
Completed coursework
towards Business
Administration Business
Administration
