Madison Lobb
Oakland,CA
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
9
9
years of professional experience
Work History
Senior Operations Manager
American Swim Academy
Livermore, CA
03.2015 - Current
- Provided leadership for continual employee training initiatives.
- Managed employee-related issues encompassing labor, turnover and diversity.
- Oversaw staff performance review assessments.
- Trained new employees on proper protocols and customer service standards.
- Assisted in recruiting, hiring and training of team members.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
- Provided exceptional customer service to customers, increasing customer loyalty
- Successfully implemented training programs for newly hired staff
- Managed daily operations of class organization, orchestrating forward-thinking strategies to accomplish profit and expansion goals.
- Supervised daily operations of multi-million dollar swim operation.
- Monitored over 25 employees' day-to-day activities and made plans to rectify issues resulting in member satisfaction
Server
Ruby Hill Golf Club
Pleasanton, CA
05.2018 - 03.2020
- Cultivated warm relationships with regular members.
- Managed over 50 tables per shift
- Worked with POS system to place orders, manage bills and handle complimentary items.
- Arranged and prepared tables for members to offer memorable experiences to guests and foster repeat business.
- Increased sales significantly by upselling higher-end products to customers.
- Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
- Displayed enthusiasm and promoted excellent service to guests, successfully increasing member retention.
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
- Scheduled numerous reservations and managed seating arrangements simultaneously in high-traffic fine dining restaurant while maintaining calm, professional demeanor.
Education
Some College (No Degree) -
Sonoma State University
Rohnert Park, CASkills
- Problem Anticipation and Resolution
- Performance Monitoring and Evaluation
- Operational Efficiency and Safety
- Customer Care
Accomplishments
- Employee of the month- July 2016 & February 2019
Timeline
Server
Ruby Hill Golf Club
05.2018 - 03.2020
Senior Operations Manager
American Swim Academy
03.2015 - Current
Some College (No Degree) -
Sonoma State University
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