David Siladke
Interlochen,MI
Summary
A motivated professional with the experience and proven work ethic to guide and support workplace safety, business operations, process optimization, task effectiveness. Dedicated leader who is known for delivering excellent service in fast-paced and demanding environments, with the skillset to manage key programs, facilitate employee training, analyze complex data, and lead the team. Recognized for excellent communication skills, with the capacity to lead and mentor diverse individuals while building productive, professional relationships.
Driven customer service supervisor offers several years of expertise in operations, sales, and customer service management. Polished in strategic planning and employee relations. Adaptable and versatile professional equipped with sound judgment and performance-based management approach.
Overview
14
14
years of professional experience
Work History
CUSTOMER SERVICE MANAGER
Novello Imaging
Traverse City, MI
12.2023 - Current
- Develop, implement, and ensure adherence to standard operating procedures (SOPs) for the customer service department with a focus on providing the highest level of service and experience.
- Design and coordinate efficiency of ordering process, took the company from paper organization and order processing to a paperless system. Took the ordering process in to much more smoother process.
- Liaise with vendors, clinics, physicians, medical directors, and patients to investigate, assess, and fully resolve escalated issues to safeguard patient loyalty.
- Cultivate and foster strong relationships with physicians through positive interactions, attentive service, and ensuring quality of care.
- Obtain, review, and analyze customer data to identify areas for improvement and implement corrective measures to increase patient and doctor satisfaction.
- Cross-collaborate with product development teams to synthesize and translate insights from customer feedback into recommendations for future product enhancements or modifications.
- Review data to detect recurring problems and collaborate with relevant modalities to identify root causes and implement permanent solutions.
- Created scoreboard for team members as well as surpassed record numbers of physician orders during time in a managerial position.
- Set a clear mission and goals for the Customer Service team and deploy strategies aimed at achieving targets.
- Mentor and develop customer service agents and nurture a culture of team collaboration and continuous improvement.
INDEPENDENT CONTRACTOR
Nutrend Products LLC
Phoenix, AZ
01.2013 - Current
- Direct all daily operations within the call center for a Phoenix vacation rental company with accountability for delivering superior service while generating leads and securing rentals.
- Manage sales activities for small businesses, including K9GH, and coordinate shipping and receiving functions and customer service for K9GH.
- Spearhead a partnership program to increase sales with Painted Deserts Bentonite as well as design, launch, and maintain dynamic websites for Painted Deserts Bentonite, Milena Artisans, and K9GH.
SALES ASSOCIATE
Anavon Technology Group
Traverse City, MI
03.2023 - 12.2023
- Formed positive relationships with diverse customers by providing education on the company’s full line of services and products and acting as the first point of contact for information and issues.
- Identified and initiated communications with prospective customers, consistently securing new clients for outside sales.
- Supported members of management by performing a wide array of tasks to enhance operations and performance.
GENERAL MANAGER
Pointes North Inn/Sleep Inn/Brio Beach Inn
Traverse City, MI
09.2020 - 03.2023
- Oversaw operational activities across Security, Front Office, Housekeeping, and Maintenance departments, including training staff on new procedures and policies, and implemented efforts to achieve sales and profit goals.
- Administered daily financial activities, including payables, daily revenue, yearly budgeting, labor, capital expenses, and hotel credit card reconciliation.
- Addressed and promptly resolved conflict between members of the staff and/or guests to ensure satisfaction and loyalty.
- Directed recruitment efforts in accordance with the needs of the business, ensuring adequate staffing across all shifts.
EXECUTIVE MEETING MANAGER/HOTEL NIGHT MANAGER
Grand Traverse Resort and Spa
Traverse City, MI
05.2017 - 09.2020
- Sourced, secured, and coordinated large and small group meetings via various mediums, including conferences, trade shows, CRM, Salesforce, and cold calling.
- Finalized room sales and executed contracts while forging strong relationships with key groups to increase repeat business.
- Served as a member of the employee recognition committee, motivating teams to achieve company and personal goals.
INTERIM HEALTH CLUB MANAGER
Grand Traverse Resort and Spa
Traverse City, MI
05.2017 - 09.2020
- Managed all aspects of security, scheduling, budgeting, forecasting, on-boarding, training, and cost containment initiatives across 12 departments while assisting guests and overseeing team tasks.
- Contributed extensively to numerous projects, including replacing locks on 600 rooms, launching resort marketing campaigns, designing a training program, and creating a new splash pad in the health club pool area.
- Played a role in the development and implementation of a strategy for increasing guest engagement with the property.
BAR MANAGER
UpperCrust Pizza and Wine Bar
Phoenix, AZ
01.2015 - 04.2017
- Monitored employee performance to ensure efficiency, accuracy, and accountability in addition to meeting sales goals and decreasing costs.
- Educated employees on wine, beer, and cocktails, and techniques for increasing profits and tips as well as facilitated meetings and coordinated team building activities.
LOSS PREVENTION OFFICER/MOD
The Ritz-Carlton
Truckee, CA
01.2011 - 11.2012
- Employed control over all facets of security, safety team, inspections, claim processing, and employee training for multiple departments while ensuring adherence to OSHA requirements.
- Utilized CCTV for safety and investigative purposes and served as the React/Learning Coach trainer for Loss Prevention.
- Implemented internal auditing functions and performed the duties of the Director of Loss Prevention through an interim period.
Education
Bachelor of Science (B.Sc.) - Criminal Justice
GVSU Grand Valley State University
Grand Rapids, MI01.2008
Associate of Arts - Theology
Covenant Theological of Seminary
Greenville, NC09-2023
Skills
- Operations Management
- Risk Analysis & Mitigation
- Auditing Procedures
- Crisis Management
- Team Training & Leadership
- Emergency Response
- CCTV Utilization
- Public Speaking
- Data Analysis
- Program/Project Management
- Condo Association Leadership
- Customer service
- Standard operating procedures
- Training program development
- Escalated issue resolution
- Customer data analysis
- Team collaboration
- Conflict resolution
- Employee development
- Customer relationship management (CRM)
- Marketing strategy
- Adaptability
- Property Management
- Event Coordination
- Problem Solving
Awards
- Leader of the Quarter
- Employee of the Quarter
- Employee of the Month
- First Class Award from Herve Humler COO & President of Ritz-Carlton
- Wave Award Nominee for excellence in Hospitality of Kent County
Hobbies and Interests
- Sailing
- Tennis
- Skiing
- Golfing
- Fly-fishing
- Collecting antiquities
- Photography
- Literature
Technical Proficiencies
- Property Management Systems
- Microsoft Office Suite
- G suite
- Many various softwares ins and outs
- Power BI
- Various CRM platforms
Timeline
CUSTOMER SERVICE MANAGER
Novello Imaging
12.2023 - Current
SALES ASSOCIATE
Anavon Technology Group
03.2023 - 12.2023
GENERAL MANAGER
Pointes North Inn/Sleep Inn/Brio Beach Inn
09.2020 - 03.2023
EXECUTIVE MEETING MANAGER/HOTEL NIGHT MANAGER
Grand Traverse Resort and Spa
05.2017 - 09.2020
INTERIM HEALTH CLUB MANAGER
Grand Traverse Resort and Spa
05.2017 - 09.2020
BAR MANAGER
UpperCrust Pizza and Wine Bar
01.2015 - 04.2017
INDEPENDENT CONTRACTOR
Nutrend Products LLC
01.2013 - Current
LOSS PREVENTION OFFICER/MOD
The Ritz-Carlton
01.2011 - 11.2012
Bachelor of Science (B.Sc.) - Criminal Justice
GVSU Grand Valley State University
Associate of Arts - Theology
Covenant Theological of Seminary