- , , 100 Montgomery St. 10th Floor
- H: (555) 432-1000
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- resumesample@example.com
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Ambitious and results-oriented General Manager with over 11 years of experience creating strategic alliances with General Management to effectively align with and support key business initiatives. Progress-driven planner adept at building and retaining high-performing teams. Leverages effective daily production planning, budgeting and resource management to reach operational objectives.
- Performance improvements
- Supervision and training
- Cross-functional team management
- Policy/program development
- Cost analysis and savings
- Employee scheduling
- Staff training
- Safety protocol
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- Packaging and sanitation
- Customer experiences
- Calm under pressure
- Recruiting and hiring
- Customer relationship management
- Purchasing and planning
- Schedule management
- Training and coaching
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General Manager, 11/1997 - Current
Chenega Corporation – Exton, PA,
- Established clear performance goals and metrics for revenue, P&L, customer service and customer retention.
- Delivered exceptional client experiences through hands-on leadership of associates and managers.
- Built and maintained loyal, long-term customer relationships through effective account management.
- Designed sales and service strategies to improve revenue and retention.
- Managed shrink processes and inventory levels for corrective action planning to save costs.
- Complied with company policies and government regulations to prevent and detect rule violations and protect organization from fines and lawsuits.
- Developed employee handbook, detailed job descriptions and workflow plans to formalize operational systems and procedures.
- Enhanced operational performance by developing effective business strategies, systems and procedures.
- Directed safety operations and maintained clean work environment to adhere to FDA and OSHA requirements.
- Monitored supplier operations to verify quality, delivery schedule and conformance to contract specifications.
- Strengthened product branding initiatives and maximized outreach by overseeing acquisitions, events and business development.
- Maximized time and manpower by consolidating data, payroll and accounting programs into centralized system.
- Tracked monthly sales to generate reports for business development planning.
Hotel Front Desk Clerk, 05/2005 - 12/2005
Churchill Downs Inc. – Vicksburg, MS,
- Answered phones to respond to customer inquiries and transfer calls to appropriate staff members.
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Received incoming calls and coordinated with hotel staff to fulfill requests and resolve issues.
- Cultivated professional relationships with guests through active response and dedicated assistance, improving customer retention.
- Arranged special accommodations for guests to maintain optimal satisfaction.
- Collaborated with housekeeping and maintenance staff to address and mitigate facility issues.
- Facilitated front desk operations for busy high-volume hotel.
- Pointed out property details and guided guests to dining areas, pool, spa and fitness center.
- Input customer data into reservation software and made immediate updates to reflect room changes.
- Collaborated with staff to meet incoming guest needs, smooth check-in processes and maximize satisfaction.
- Processed guest payments for room charges, food and beverage charges and phone charges.
- Handled high volume of phone calls and routed to proper guest or internal department.
- Maintained smooth operations by correctly assigning rooms and coordinating guest check-ins and check-outs.
- Contacted housekeeping services and maintenance personnel regarding problems with guest rooms.
- Reserved guest rooms over phone, in person and via computer for travelers and provided confirmations.
- Issued room keys to guests upon check-in and answered questions regarding proper use.
- Computed guest billings and posted charges to room accounts.
- Monitored reservations to track incoming parties and special events.
Customer Service Representative, 08/2004 - 04/2005
Forsyth County, Georgia – Cumming, GA,
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Educated customers on special pricing opportunities and company offerings.
- Documented conversations with customers to track requests, problems and solutions.
- Assisted customers in making payments on accounts and setting up payment plans.
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
- Delivered service and support to each customer, paving way for future business opportunities.
- Upheld strict quality control policies and procedures during customer interactions.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Assessed customer account information to determine current issues and potential solutions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Consulted with customers to determine best methods to resolve service and billing issues.
- Built client rapport while accurately processing repair documentation and troubleshooting technical discrepancies through completion.
- Confirmed delivery of orders and troubleshot missed delivery dates, shortages and overages.
- Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
- Made outbound calls to obtain account information.
- Set up and activated customer accounts.
Cashier, 01/2001 - 12/2003
Krystal – Hixson, TN,
- Operated cash register, collected payments and provided accurate change.
- Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
- Wiped down counters and conveyor belt to remove debris and maintain cleanliness.
- Helped customers find specific products, answered questions and offered product advice.
- Worked closely with front-end staff to assist customers.
- Processed sales transactions to prevent long customer wait times.
- Accepted cash and credit card payments, issued receipts and provided change.
- Trained new team members in cash register operation, stock procedures and customer services.
- Met high productivity standards in processing payments for customers.
- Wrapped items and bagged purchases properly to prevent merchandise breakage.
- Assisted with purchases, locating items and signing up for rewards programs.
- Verified customer identification for alcohol or tobacco purchases.
- Answered customer quests, provided store information and escorted to desired store areas.
- Received payments for products and issued receipts.
High School Diploma: , Expected in 05/2000
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Westwood High School - Palestine, TX
GPA:
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