Brandon Stafford
Small Business Manager
Cumberland,MD
Summary
Highly adaptable and dedicated professional with two decades of comprehensive management experience across concurrently operating businesses, consistently overseeing all facets of operations and adeptly handling diverse roles. Proven ability to quickly transition between high-pressure environments, manage critical resources, develop staff and ensure seamless operational continuity.
Overview
20
20
years of professional experience
Work History
Operations Manager
Exit Strategy Escape Room
11.2018 - Current
- Led the daily operations, prioritizing seamless customer service and successful event execution.
- Acted as the primary customer liaison, handling all inquiries, managing reservations, processing payments, and ensuring a positive experience from arrival to departure.
- Managed online presence, including website content and social media activity, to engage customers and drive bookings.
- Oversaw facility maintenance, ensuring optimal functionality of equipment and infrastructure at all times.
- Spearheaded process improvements, resulting in increased productivity and reduced operational costs.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
Recreation & Operations Manager
Get Out & Play! Outfitters
01.2005 - 05.2025
- Directed a team of seasonally over 10 people.
- Streamlined customer interactions by efficiently managing inquiries across phone, email, and social media platforms.
- Enhanced customer satisfaction by accurately processing reservations and payments, contributing to a seamless booking experience.
- Upholding store standards through meticulous maintenance of product displays and overall retail cleanliness, contributing to a positive shopping environment.
- Ensured financial accuracy by managing a cash bank, processing daily transactions, and performing timely drops. Audited team members banks to ensure accuracy.
- Cultivated positive customer relationships by effectively resolving complaints and prioritizing exceptional service.
- Managed staff scheduling for efficient operation of recreation facilities, ensuring optimal coverage during peak hours.
- Implemented effective budget management strategies to reduce operational costs while maintaining high-quality services for guests.
- Developed comprehensive training programs for recreation staff, resulting in improved employee performance and guest experience.
- Managed inventory control of equipment and supplies, ensuring adequate stock levels were maintained while minimizing waste due to overstocking or expired materials.
- Streamlined registration processes for participants, improving efficiency and reducing wait times during peak enrollment periods.
- Developed and maintained positive relationships with community members, businesses and guides to build trust and rapport.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Supervised operations staff and kept employees compliant with company policies and procedures.
Education
High School Diploma -
Allegany High School
Cumberland, MD05-2006
Certificate of Technical Studies - Computer Repair & Networking
Center For Career And Technical Education
Cresaptown, MD05-2006
Skills
- Problem-solving
- Team leadership
- Operations management
- Customer service
- Staff training
- Policies and procedures implementation
- MS office
- Cross-functional communication
- Schedule management
- Process improvements
- Business administration
Accomplishments
- Won the Omni Service Champion Award for consistently going "above and beyond" for resort guests.
- Led Exit Strategy Escape Room to win multiple TripAdvisor Travelers' Choice Awards for dedication to customer service.
- Supervised team of 10 staff members.
- Regularly collaborated in developing team building events for multiple fortune 500 companies.
Timeline
Operations Manager
Exit Strategy Escape Room
11.2018 - Current
Recreation & Operations Manager
Get Out & Play! Outfitters
01.2005 - 05.2025
High School Diploma -
Allegany High School
Certificate of Technical Studies - Computer Repair & Networking
Center For Career And Technical Education
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