Alicia Shaver
Virginia Beach,VA
Summary
Service management professional known for high standards and results orientation. Proven track record in optimizing service processes and enhancing team performance. Strong focus on collaboration and adaptability, ensuring reliable support and flexibility in dynamic settings. Demonstrated expertise in team leadership and customer relationship management.
Overview
7
7
years of professional experience
Work History
Service Manager/Training Coordinator
Park Lane Tavern
Virginia Beach/Hampton, VA
07.2021 - Current
- Led daily operations to enhance customer satisfaction and streamline service delivery.
- Implemented operational improvements to optimize workflow and increase efficiency.
- Managed inventory levels, ensuring timely restocking of supplies and minimizing waste.
- Oversaw scheduling, aligning staff availability with peak service demands for optimal coverage.
- Developed training programs to improve team performance and service standards.
- Resolved customer complaints promptly, enhancing loyalty and maintaining positive relationships.
- Hired, trained and supervised team of service staff members to meet business goals.
- Analyzed service reports to identify areas of improvement.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Monitored service staff performance and provided feedback for improvement.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
Service Manager
Blue Moon Taphouse/Waterside District
Norfolk, VA
03.2019 - 04.2021
- Led daily operations, of Blue Moon, Rocky Mountain and Marketplace, ensuring efficient service delivery and customer satisfaction.
- Assisted in the set up and management of private events and large events in the District.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Conducted regular performance evaluations for staff members, offering constructive feedback and facilitating professional development opportunities.
- Established team priorities, maintained schedules and monitored performance.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Trained and mentored team members on operational best practices and service standards.
- Developed training materials to enhance employee performance and streamline onboarding procedures.
- Oversaw scheduling and staffing, balancing labor costs with service demand effectively.
Education
No Degree - Business
Gulf Coast State College
Panama City, Florida, FLSkills
- Positive attitude
- Team leadership
- Multitasking and organization
- Problem-solving
- Customer service
- Critical thinking
- Reliable and responsible
- Employee training and development
- Customer service management
- Conflict resolution
- Employee relations
- Workplace safety
- Employee supervision
- Service scheduling
- Operational efficiency
- Policy and procedure enforcement
- New employee hiring
- Staff management
- Quality control
- Cost estimates
- Culture development
- Supply ordering
- Budget control
- Forecasting
- Waste control
Timeline
Service Manager/Training Coordinator
Park Lane Tavern
07.2021 - Current
Service Manager
Blue Moon Taphouse/Waterside District
03.2019 - 04.2021
No Degree - Business
Gulf Coast State College