Derek Dennis
Edmond,Oklahoma
Summary
Experienced Restaurant and Retail Manager successful at overseeing a high-volume, $1,000,000 dollar restaurant and $2,000,000 Cannabis Dispensary. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty. Versed in planning daily operations, staffing and inventory management. To seek and maintain a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Temporary Operations Supervisor
Costco Member Service Center
Oklahoma City, OK
04.2024 - 12.2024
- Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
- Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team.
- Conducted regular performance evaluations for direct reports, identifying areas for improvement and setting development goals accordingly.
- Enhanced team productivity by providing ongoing training, coaching, and mentoring to staff members.
Supervisor
Costco Member Service Center
Oklahoma City, OK
08.2023 - Current
- Achieved high-quality service levels by continuously monitoring calls and providing constructive feedback to agents.
- Enhanced team performance with consistent coaching, feedback, and development opportunities.
- Reduced average handle time through the implementation of effective call handling techniques and scripts.
- Improved customer satisfaction by effectively resolving escalated issues and providing timely support.
- Increased first-call resolution rates by equipping agents with comprehensive knowledge of products and services.
Customer Service Representative
Costco Member Service Center
Oklahoma City, OK
08.2022 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Helped a large volume of customers every day with a positive attitude and focus on customer satisfaction.
- Contributed to the company by achieving and holding industry-leading customer service ratings.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Met customer call guidelines for service levels, handle time, and productivity.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Qualified for the Supervisor in Training program
Dispensary Manager
Likewise Cannabis
03.2021 - 07.2022
- Performed patient assessments and contributed to the development of interdisciplinary care plans.
- Leveraged patient feedback and performed continuous process improvements to streamline day-to-day business operations and patient satisfaction.
- Monitored duties assigned to personnel to promote high levels of patient care and job efficiency.
- Monitored the number of patients and wait times to create an efficient flow of patients from check-in to check-out.
- Confirmed availability of sufficient supplies for delivery of quality patient care orders.
- Monitored daily cash discrepancies, inventory shrinkage, and drive-off.
- Managed purchasing, sales, marketing, and customer account operations efficiently.
- Reduced operational risks while organizing data to forecast performance trends.
- Developed and optimized organizational systems to boost efficiency and keep operations scalable and agile for changing demands.
- Trained and guided team members to maintain high productivity and performance metrics.
- Directed product flow and informed management of delays and challenges, as well as suggested resolutions.
General Manager
Jimmy John's
08.2018 - 03.2021
- Communicate team goals and expectations to all employees; as well as coach employees towards achieving team goals
- Develop and execute the business plan for the restaurant (fiscal responsibilities, employee management, and schedule planning)
- Adhere to operation standards to deliver 100% quality of food and hospitality to customers at all times
- Hit sales targets through labor management, inventory, COGs, and community outreach
- Hit COGS and Labor targets
- Hold employees for the methods and processes used to achieve result
- Practice equal opportunity employment, non-discrimination, and ADA (Americans with Disabilities Act) compliance
- Ensure all labor laws (federal, state, and local) are followed
- Effectively plan, organize, and implement all daily operational routines and activities
- Have strong customer service skills and level of professionalism- and ensure that filters through to team members
- Kept facility and equipment in good working condition through regular preventive maintenance and repair schedules
- Maintained optimal inventory levels and kept food costs in line with budget limitations
Education
Bachelor of Arts - Music Education
University of Central Oklahoma
Edmond, OKAssociate of Science - Accounting And Finance
Oklahoma City Community College
Oklahoma City, OKSkills
- Strong work ethic
- Customer service experience
- Exceptional problem solver
- Group environments
- Flexible work schedule
- Consistent work history
- Organizational strengths
- Recruitment and hiring
- Policies and procedures
- Inventory management
- Computer Proficiency
Certification
- SafeServ Certified: Food Safety Manager
Timeline
Temporary Operations Supervisor
Costco Member Service Center
04.2024 - 12.2024
Supervisor
Costco Member Service Center
08.2023 - Current
Customer Service Representative
Costco Member Service Center
08.2022 - Current
Dispensary Manager
Likewise Cannabis
03.2021 - 07.2022
General Manager
Jimmy John's
08.2018 - 03.2021
Bachelor of Arts - Music Education
University of Central Oklahoma
Associate of Science - Accounting And Finance
Oklahoma City Community College