Adam Wagers
Alexandria,KY
Summary
After ten years of management and training experience in the restaurant industry and a year and a half experience learning the Clubessential product in customer support position, I feel that I have developed all the skills necessary to be a successful leader for the Customer Support team. Enforcing current polices and implementing new ones that can help ensure the success of my teammates will include; Providing consistent constructive feedback to employees to help them grow with the company, provide a positive work environment for the team and always ensure that our team is providing excellent customer service to our our clients.
Overview
15
15
years of professional experience
Work History
Office Level 2 Support Specialist
Clubessential
Cincinnati, OH
03.2022 - Current
- Tackled troubleshooting and problem resolution to support end-user technical issues.
- Assisted customers with various types of technical issues via email, live chat and telephone.
- Walked customers through common phone hardware and software configurations to maximize service functionality.
- Demonstrated advanced product knowledge to solve customer issues.
Director of Training
Ihop(Nazarion Group)
Cincinnati, OH
01.2021 - 08.2021
- Partnered with management to devise individualized development plans and staff group trainings to fill current and expected training needs.
- Identified and coordinated key skills training across related jobs and position families.
- Discovered and filled workforce skill gaps with proactive monitoring and evaluation approaches.
- Planned and led training programs on staff development to enhance employee knowledge, engagement, satisfaction and performance.
IT Support Specialist
Ihop(Nazarian group)
Cincinnati, OH
10.2019 - 08.2021
- Oversaw equipment and system operations, surveying for potential security vulnerabilities and upgrade needs.
- Removed and replaced old hardware during routine upgrades and system repairs.
- Installed new systems.
General Manager
Ihop (Corporate) (Narazian Group)
Cincinnati, OH
10.2008 - 10.2019
- 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.
- Complied with company policies and government regulations to prevent and detect rule violations and protect organization from fines and lawsuits.
- Trained employees on duties, policies and procedures.
- Created schedules and monitored payroll to remain within budget.
Education
High School Diploma -
Northwest Highschool
Cincinnati05.2008
Accounting
Cincinnati State Technical And Community College
Cincinnati, OHSkills
- Training methods
- New employee training
- Team direction
- Team development strategies
- Staff presentations
- Verbal and writing communication
- Business Administration
- Conflict resolution techniques
- Skilled multi-tasker
- Customer Service
- Restaurant operations management
- Hiring and training
- Staff development talent
- Server installations
- System upgrades
- Technical troubleshooting
- Hardware upgrades
- Hardware configuration
Timeline
Office Level 2 Support Specialist
Clubessential
03.2022 - Current
Director of Training
Ihop(Nazarion Group)
01.2021 - 08.2021
IT Support Specialist
Ihop(Nazarian group)
10.2019 - 08.2021
General Manager
Ihop (Corporate) (Narazian Group)
10.2008 - 10.2019
High School Diploma -
Northwest Highschool
Accounting
Cincinnati State Technical And Community College
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