Benjamin Mcilvain
El Mirage,AZ
Summary
Proven leader and efficient multi-tasker, I elevated Kona Reef's monthly revenue from 30k to 60-90k by implementing strategic sales and operational improvements. Skilled in operations management and customer relations, I fostered team cohesion and customer loyalty, achieving the most 5-star reviewed store status. My approach combines hard work, perseverance, high attention to detail to keep high quality ensuring long-term success and profitability.
Overview
11
11
years of professional experience
Work History
General Manager
Kona Reef
3217 E Shea Blvd. Phoenix, AZ 85028
05.2016 - Current
- Managed budget implementations, employee reviews, training, employee scheduling as well as a 6 day a week service schedule.
- Managed a diverse team of professionals, fostering a positive work environment for both customers and staff
- Provided exceptional in house aquarium maintenance, navigating neighborhoods, and staying within time constraints.
- Developed and implemented strategies to increase sales and profitability
- Cultivated strong relationships with clients, employees and partners to ensure long-term success and loyalty.
- Successfully housed and bred many hard to keep species of fish and coral from seahorses to sharks to Nexus anemones to SPS corals.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, life support systems, coral/fish/plant care and compatibility.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Improved many customers aquariums through house calls, recommendations and good old fashioned hard work.
- Implemented effective cost-saving measures to reduce overhead expenses without compromising quality or service.
- Drove the successful execution of numerous large-scale events/promotions while closely managing costs/budgetary constraints associated with event planning/management activities.
- Scheduled employees for shifts, taking into account customer traffic, employee strengths, availabilities and service scheduling.
- Assisted in recruiting, hiring and training of team members.
- Trained and guided team members to maintain high productivity and performance metrics.
- Interacted well with customers to build connections and nurture relationships. Awarded most 5 star reviewed store within Kona.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service minimizing reviews other less than 5 stars.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Monitored daily cash discrepancies, inventory, and service accounts profitability.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Utilized Carpentry, Plumbing, electrical skills by providing in house repairs to avoid out of house repair costs.
- Managed 2 locations taking both from 30k a month to 60-90k monthly.
- Started, maintained and created some of the most impressive and highly reviewed aquarium store display tanks in the state. Won the reef2reef tank of the month award in 2018 for best tank. I was also featured in Youtube "fish kingdom" video.
- Started and developed Social media accounts for Kona PHX.
- Ability to multitask and work under pressure
Independent Contractor
Feld Entertainment
Orlando, FL
09.2014 - 05.2015
- Adapted to changing conditions, hours and sleep schedules traveling across country with Disney on Ice.
- Set up booths, constructed Disney toys to sell to the public.
- Balanced register/sales and profitability of the cash flow on the stand.
- Assisted packing and loading all equipment into semi trucks for weekly transportation of supplies.
- Managed all responsibilities that goes into managing a small sales booth with 1 employee in arena/coliseum type venue.
- Flexibility and ability to work under pressure, dealing with high volume sales rushes etc.
Server/Pizza Delivery Driver
Streets Of New York Pizza
Phoenix, AZ
02.2014 - 08.2014
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
- Navigated streets/ apartment complexes to assure seamless food delivery
Shift Manager
SUBWAY®Restaurants
Carefree, AZ
03.2013 - 01.2014
- Trained new employees on company policies, procedures, and job responsibilities, ensuring seamless integration into the team.
- Kept employees operating productively and working on tasks to meet business and customer needs.
- Closed cash drawers and store delegating tasks while also providing hands on support to staff in the process.
- Adhered to company standards and compliance requirements for operations and cleanliness of areas.
Education
Associate of Science - Marine Biology
Maricopa Community Colleges - Scottsdale Community College
Scottsdale, AZ05.2019
High School Diploma -
Barry Goldwater High School
Phoenix, AZ05.2013
Skills
- Leadership and team building
- Problem Resolution
- Operations Management
- Team Player
- Willing to work hard no matter what
- Efficient multi-tasker
- Time Management
- Customer Relations
- Motivation and perseverance
- Customer Retention
- Deadline-oriented
- Consistently meet goals
- Purchasing
Timeline
General Manager
Kona Reef
05.2016 - Current
Independent Contractor
Feld Entertainment
09.2014 - 05.2015
Server/Pizza Delivery Driver
Streets Of New York Pizza
02.2014 - 08.2014
Shift Manager
SUBWAY®Restaurants
03.2013 - 01.2014
Associate of Science - Marine Biology
Maricopa Community Colleges - Scottsdale Community College
High School Diploma -
Barry Goldwater High School