Alexander Kubitza
Highland,CA
Summary
Dynamic leader with proven expertise in performance management and customer service excellence, honed at San Manuel Casino and Chuze Fitness. Excelled in team building, training programs, and handling escalations, significantly enhancing guest satisfaction and employee performance. Skilled in multitasking and effective problem-solving, driving operational success and positive outcomes. Years of expertise in customer relations has polished my abilities in strategic planning and employee relations into something admirable. Thanks to this, I am an adaptable, versatile, and most of all a professional equipped with sound judgment and performance-based management approach.
Overview
3
3
years of professional experience
Work History
Customer Service Supervisor
Chuze Fitness
San Bernardino, CA
12.2021 - 01.2023
- Evaluated employee performance reviews based on specific criteria set forth by management, then created a scoring system for evaluations in which employees were scored based on their performance in regard to customer service standards (Instantaneous and genuine welcoming's and farewells, elimination of unprofessional verbiage when communicating with guests, proper posture and body language whenever interacting with guests or prospects, proper tone to use when addressing a member).
- After collecting the data and scores, I figured out which employees individually needed improvement in specific areas of their customer service skills, then worked with them interpersonally to best eliminate those issues.
- Collaborated closely with upper management on projects involving new initiatives or improvements within the department. For example, integrating group trainings with employees on customer service trainings as opposed to individual sessions in order to ensure all employees were on the same page collectively with the customer service expectations within the company.
- Resolved escalated customer disputes in a manner that left the guest feeling understood and heard, all the while maintaining fairness in both the integrity of the company and the empathy between the company and its members.
Valet Attendant
San Manuel Casino
Highland, CA
02.2024 - Current
- Monthly training sessions with Forbes Magazine's '5-Star Service Excellency'.
- Worked exclusively with the "Diamond" or "Turquoise" status guests (those who play a minimum of $10,000.00 a month).
- Extremely well-trained in communicating with guests in a way that provides a very extravagant and utopian atmosphere. (Using the guest's name at the start, middle, and end of an interaction, starting the conversation with a warm welcome, and closing with a thoughtful farewell, using context clues from the guest's appearance or mood to best cater to the interaction to the guest's needs without having to ask for them.)
- I made much improvement in my ability to handle multiple tasks at once, as being a valet attendant is a very fast-paced job that requires exceptional multitasking skills. Greeting a guest is easy until you have someone on the radio asking for ticket information, a different guest comes to you for their car to be requested, needing to reroute a guest out of the bus lane before traffic operations are affected, all the while writing a ticket and placing a ticket stub on the 1/10 keys on your carabiner, and ensuring the guest is satisfied with their experience in a timely manner.
- Gained notable experience in approaching guests who were already in an argument with another worker at the casino. In attempts to defuse the situation, I learned that the way you approach an interaction strongly affects the other party's willingness to cooperate and see the discrepancy from the other point of view.
Education
Bachelor of Arts - Business Management
Crafton Hills College
Yucaipa, CA05-2027
Skills
- Team building and leadership
- Performance evaluations
- Key performance indicators (kpis)
- Training programs
- Performance management
- Account authorizations
- Training and mentoring
- Handling escalations
- Strong communication
- Effective problem solving
- Customer service and support
- Multitasking proficiency
- Cash handling
Affiliations
- Muay Thai
- Body Building
- Motorcycles
References
References available upon request.
Timeline
Valet Attendant
San Manuel Casino
02.2024 - Current
Customer Service Supervisor
Chuze Fitness
12.2021 - 01.2023
Bachelor of Arts - Business Management
Crafton Hills College