Summary
Work History
Education
Skills
Timeline
AccountManager
Douglas Berg

Douglas Berg

Grand Rapids,MI

Summary

  • Highly experienced dedicated customer service, training and onboarding specialist with a passion for service & excellence in communication. Very strong communication skills and an adaptable ability to effectively communicate with a various range of people. Dedicated to passionate service, creating memorable experiences and relationship building. Highly skilled in recruiting, training sales forces and P&L sales/cost/labor controls. Skilled in data collection & entry. Consultant work has raised proficiency in market research and product testing, especially with websites and social media. Very high attention to detail.
  • Talented in multitasking and recruiting new associates and/or clients for beneficial engagements. Strong-willed and persuasive with great knowledge of negotiation tactics. Excellent at long-term planning and budgeting.
  • Uses independent decision-making skills and sound judgment to positively impact company success. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills.
  • Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
  • Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
  • Successful Onboarding Specialists with proven track record of success in facilitating onboarding process and implementing strategies. Knowledgeable about HR policies and procedures with good understanding of legal and compliance requirements. Approachable and committed to setting up new hires for success.
  • Authorized to work in the US for any employer.

Work History

Onboarding Specialist/Expert

Curated
01.2021 - Current
  • Onboarding Specialist and sales Expert.
  • I onboard teams for sales force of our on-line sales company.
  • Take dozens new associates weekly through entire onboarding experience from application to team placement.
  • Helped new hires complete and submit required paperwork, set up benefits accounts, and initiate direct deposits.
  • Created smooth onboarding processes to help new hires adjust to company policies, procedures and processes.
  • Worked closely with new hires, answering questions and addressing various concerns during onboarding process.
  • Put together employee files and collected required digital or physical information to meet requirements.
  • Constantly offering world class service while teaching new associates all aspects of new role which requires quick thinking and problem solving skills on daily basis.
  • Reviewed onboarding processes regularly, identifying and correcting deficiencies.
  • Trained new hires in technology required to access company systems and complete job tasks.
  • Developed and updated onboarding materials, keeping pace with changes to market place and company.
  • Collaborated with different staff and management to facilitate department-specific onboarding.
  • Led professional and thorough orientation sessions, introducing new hires to key company information.
  • Monitored new hire performance, compliance and progress with requirements to consistently meet deadlines.
  • Assessed onboarding systems against company needs and made improvements at level of company, department and job type to align with needs.
  • Organized welcome packages and icebreakers to get new hires quickly up to speed with colleagues and company details.
  • Maintained regular schedule of onboarding classes, one-on-one meetings, and transitional hand-offs to supervisors.
  • Wrote surveys, course material and handbooks for different onboarding needs.
  • Developed and implemented onboarding and orientation programs for new employees.
  • Collaborated with managers to identify and address employee relations issues.
  • Pre-screened resumes prior to sending to corporate hiring managers for consideration.
  • Collected and analyzed information to monitor compliance outcomes and identify and address trends of non-compliant behavior.
  • Improved organizational filing systems for confidential employee records, resulting in improved accessibility and efficiency.
  • Administered employee benefits programs and assisted with open enrollment.
  • Partnered with departmental managers to ascertain hiring needs and subsequently provide candidate recommendations.
  • Conducted performance reviews and provided feedback to managers on employee performance.
  • Created and delivered HR training sessions to staff, managers and executives.
  • Coordinated implementation of people-related services, policies and programs through departmental staff.
  • Generated and analyzed reports to monitor employee engagement and attrition trends.
  • Improved office efficiency by effectively managing internal communications and correspondence.
  • Completed human resource operational requirements by scheduling and assigning employees.
  • Assisted with writing job postings and job descriptions for boards.
  • Advocated for staff members, helping to identify and resolve conflicts.
  • Planned, monitored and appraised employee work results by training managers to coach and discipline employees.
  • Developed and monitored employee recognition programs.

Business Consultant/Manager

Peppino’s Hospitality Group
06.2019 - 07.2020
  • Reversed failing culture
  • Built overall operation systems, sales driver tracking, improved sales and profitability
  • Equally implementing operational systems and cost tracking for other stores in restaurant group
  • Improved Human Resources, training and operated all HR for all operations, take out, restaurant and catering divisions
  • Additionally worked to drive up company's digital footprint, constantly testing and collecting data from website, online ordering systems and Social media
  • Many hours spent comparing to other operators throughout US
  • Monitored and ensured staff adhered to all company policies and procedures
  • Responsible for profit and loss control
  • Consistently achieved sales goals
  • Processed payroll & maintained HR for entire team
  • Responsible for upholding required health and safety standards
  • Excellence in sales techniques and sales improvements
  • Introduced new systems of organization to streamline company changes.
  • Increased profits 6.5% through effective client engagement.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Defined clear targets and objectives and communicated to other team members.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Established team priorities, maintained schedules and monitored performance.
  • Successfully managed budgets and allocated resources to maximize productivity and profitability.
  • Developed detailed plans based on broad guidance and direction.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Leveraged data and analytics to make informed decisions and drive business improvements.
  • Identified and communicated customer needs to supply chain capacity and quality teams.
  • Set aggressive targets for employees to drive company success and strengthen motivation.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Streamlined and monitored quality programs to alleviate overdue compliance activities.
  • Launched quality assurance practices for each phase of development
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
  • Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.

Consultant

Harmony Brewing
01.2018 - 06.2019
  • Rebuilt poor, failing culture
  • Raised GCA over $1.50 while also achieving better results in virtually every measurable; better kitchen labor, service labor, overall labor, plus better food cost, and better overall beverage cost including wine and liquor
  • Taught service team to become actual Sales people
  • Created, developed and maintained actual HR systems and employee files where there were none before
  • Additionally worked to drive up company's digital footprint, constantly testing and collecting data from website, online ordering systems and Social media
  • Many hours spent comparing to other operators throughout US.

Consultant/Opening specialist

Butchers Union
01.2017 - 01.2018
  • I helped open Butchers Union
  • Built training materials, created standard operating procedures for both service and kitchen teams
  • Was instrumental in menu development for both food and beverage menus
  • Instituted strong culture for leadership team, built and designed individual roles, as well as, coached leadership team members and key people before and through opening of restaurant
  • Additionally, built cost tracking systems to help ensure best overall operational spending and profitability
  • Equally trained and created excellent Sales team, in addition to developing and maintaining HR tracking, records and employee file management
  • Additionally worked to drive up company's digital footprint, constantly testing and collecting data from website, online ordering systems and Social media
  • Many hours spent comparing to other operators throughout US.
  • Optimized customer experience by delivering superior services and effectively troubleshooting issues.
  • Evaluated customer needs and feedback to drive product and service improvements.
  • Gathered, organized and input information into digital database.
  • Educated staff on organizational mission and goals to help employees achieve success.
  • Evaluated staff performance and provided coaching to address inefficiencies.
  • Frequently inspected production area to verify proper equipment operation.
  • Conducted regular reviews of operations and identified areas for improvement.
  • Developed effective improvement plans in alignment with goals and specifications.
  • Helped meet changing demands by recommending improvements to business systems or procedures.
  • Generated reports detailing findings and recommendations.
  • Developed and updated tracking spreadsheets for process monitoring and reporting.
  • Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
  • Maintained database systems to track and analyze operational data.
  • Devised and implemented processes and procedures to streamline operations.
  • Supported creation of detailed, technical financial models to value potential acquisition targets.

General Manager

Essence Group
01.2007 - 05.2016
  • Typical service operations in high volume environments
  • Managed and led team to high levels of performance throughout restaurant, kitchen and service teams
  • Each year under my leadership Green Well increased sales and profitability
  • From 2012 to 2016 sales were increased over $750,000 annually
  • I believe in servant leadership and building strong teams and culture through accountability, clear expectations and strong communication
  • Over 20 years of experience in both kitchens and service teams, along with extensive knowledge of food and beverage make me an excellent candidates for any restaurant operation looking to grow sales and improve overall operational and financial success
  • Additionally worked to drive up company's digital footprint, constantly testing and collecting data from website, online ordering systems and Social media
  • Many hours spent comparing to other operators throughout US.
  • Developed and implemented strategies to increase sales and profitability.
  • Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
  • Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
  • Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
  • Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
  • Implemented operational strategies and effectively built customer and employee loyalty.
  • Developed and maintained relationships with customers and suppliers through account development.
  • Managed budget implementations, employee evaluations, and contract details.
  • Maximized operational excellence mentoring personnel on management principles, industry practices, and company procedures.
  • Formulated policies and procedures to streamline operations.
  • Introduced new methods, practices, and systems to reduce turnaround time.
  • Analyzed market trends and competitor activities to create competitive advantages.
  • Provided thoughtful guidance to personnel in navigating and resolving snags in productivity.
  • Collaborated with cross-functional teams to develop innovative solutions.
  • Provided strategic oversight of marketing and promotional campaigns to keep campaigns aligned with overall goals and objectives.
  • Trained new employees on proper protocols and customer service standards.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Interacted well with customers to build connections and nurture relationships.
  • Assisted in recruiting, hiring and training of team members.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Monitored daily cash discrepancies, inventory shrinkage and drive-off.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
  • Managed purchasing, sales, marketing and customer account operations efficiently.
  • Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
  • Reported issues to higher management with great detail.
  • Implemented business strategies, increasing revenue and effectively targeting new markets.
  • Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
  • Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
  • Mitigated business risks by working closely with staff members and assessing performance.
  • Negotiated price and service with customers and vendors to decrease expenses and increase profit.
  • Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
  • Implemented innovative programs to increase employee loyalty and reduce turnover.

Education

Bachelor of Arts - Business & Hospitality Management

Western Washington University
Bellingham
06.1997

Skills

  • Client Satisfaction
  • Constructive Feedback
  • Thought Leadership
  • Client Relationships
  • Meeting Support
  • Internal and External Communication
  • Relationship Management
  • Community Relationships
  • Mentorship and Training
  • Strategic Vision
  • Manager Coaching and Training
  • Customer Experience
  • Employee Feedback
  • Team Relationships

Timeline

Onboarding Specialist/Expert

Curated
01.2021 - Current

Business Consultant/Manager

Peppino’s Hospitality Group
06.2019 - 07.2020

Consultant

Harmony Brewing
01.2018 - 06.2019

Consultant/Opening specialist

Butchers Union
01.2017 - 01.2018

General Manager

Essence Group
01.2007 - 05.2016

Bachelor of Arts - Business & Hospitality Management

Western Washington University
Douglas Berg