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Dedicated Customer Service Manager

Posted on: 2016-02-26

Professional Profile

  • Management: Dedicated customer service manager with 12+ years of experience in a fast-paced environment
  • Customer Service: Respected builder and leader of customer-focused teams; instill a shared, enthusiastic commitment to customer service as a key driver of company goal attainment
  • Leadership: Lead by example and ensure the execution of all safety, security, quality and operations policies 

 Skills

  • Human Resources – Extensive experience in all phases of employee recruiting, hiring, retention, counseling and termination
  • Budgeting – Proven ability to manage large budgets and maintain cost control
  • Facilities Inventory and Merchandise Control – Over 10 years managing facilities and merchandise
  • Customer Service Management – Demonstrated ability to maintain high level of customer satisfaction
  • Operations Management – Over 7 years’ experience managing a multi-million business
  • Leadership - Situational Leadership Certification
  • Process Improvement - GAPS Performance Improvement Certification
  • Food Management – Certification in Food Management
  • Bi-Lingual - Fluent in both Spanish and English
  • Computer - Proficient in Microsoft Office Suite

 Relevant Work Experience

HMS Host Services  

Customer Service Manager | Ronald Reagan National Airport, DC | 11/2015 to Present

  • Expertly manage staff, ensuring excellent customer service in a timely manner in a fast-pace environment
  • Responsible for identifying and solving customer service related problems and assisting co-workers and subordinates in accomplishing their assigned duties
  • Perform trend analysis using various measurements in order to identify, address and resolve issues quickly, preventing potential significant loss in productivity or customers
  • Effectively communicate with both upper management as well as employees to ensure company priorities are clearly understood so there is good transition from one shift to another
  • Deftly address all customer needs and resolve their issues, ensuring continued customer loyalty
  • Account for inventory on a daily basis, ensuring all products are accurately stocked

 National Children’s Museum

Visitor Services Manager | National Harbor, MD | 11/2012 to 02/2015

  • Managed day-to-day operations of the museum, handling an average of 200-400 visitors daily
  • Recruited and supervised 10+ employees who were responsible for all operations and programs the museum provided
  • Created and implemented all staff scheduling which allowed for sufficient museum coverage while mitigating potential employee work conflicts
  • Handled all escalated customer issues, ensuring the swift resolution of customer issues to preserve customer loyalty while complying with company policies
  • Verified and reconciled all daily box office receipts, ensuring accurate accounting of income from sales
  • Developed and trained employees on all programs initiated by the museum in order to provide parents the best learning environment for their children

 Panera Bread Company

Joint Venture General Manager | Alexandria, VA | 3/2005 to 9/2012

  • Directed the entire operation of one of the highest volume restaurants in Virginia, averaging over $2.5 million in annual sales along with a continual 7% to 10% growth
  • Managed the recruiting, training and supervision for over 50 employees, maintaining a 85%+ retention rate in a high-turnover industry
  • Consistently exceeded expectations by increasing sales over a five year period
  • Expertly managed a budget of $260,000, keeping costs in-line with corporate vision
  • Successfully ensured one of the best customer satisfaction rates in the industry, creating true customer equality with very few complaints, consistently exceeding the promoter score of 80%
  • Developed assistant managers in all aspects of the retail operation
  • Demonstrated keen ability in identifying and keeping solid employees, resulting in an over 85% employee retention rate in a difficult customer service-centric industry
  • Maintained overall accountability for all inventory, sales and invoices that were accomplished by the assistant managers

 Panera Bread Company

Assistant Manager | Woodbridge, VA | 4/2002 to 3/2005

  • Assisted in executing all day-to-day operations directly relating to cost control, profit margin, food inventory and preparation, and labor cost and scheduling for a high-volume restaurant averaging over $1.2 million in annual sales
  • Directed and oversaw daily and weekly cash flow reconciliation, as well as managing weekly and monthly inventory, maintaining a 100% accuracy rate
  • Coached new assistant managers on day-to-day operations, including scheduling, labor management and food safety regulations
  • Handled all escalated customer issues, ensuring the swift resolution of customer issues to preserve customer loyalty while complying with company policies
  • Replenished inventory, placed sales orders, and posted invoices

 Education

Oxford College, Mexico City, Mexico - Bachelor Degree in Tourism/Customer Service, May 2000