Dwyane Mariscal
Surprise,AZ
Summary
I believe the management positions I've held have provided me with the level of skill your organization is looking for. I am a professional with over fifteen years of experience in a leadership role. While managing at Main Event, I helped increase sales in the Service Department along with improve the morale of the staff.
In this capacity, I have taken ownership of all tasks placed before me and I possess the ability to manage my time independently, efficiently, and prioritize my work. I enjoy a team environment, and understand and recognize the strengths of others in the work environment. Some of my work experience includes a wide range of restaurant positions from back of the house to front of the house but always exceeding expectations.
Overview
28
28
years of professional experience
Work History
Service Operations Manager
Main Event
04.2022 - Current
- Contributed to the teams fiscal year sales of 13.5 million/busiest center out of 53
- Write schedules for 30+ servers
- Responsible for Training, Hiring and Termination of staff
- Run Sales contest to boost moral and Centers Sales
- Help train other Centers MIT's (manager-in-training)
- Responsible for the closing duties for the 66,000 sq ft center as the closing manager
- Complete the Center's nightly deposit/audits
- Coordinated with other departments such as marketing and sales regarding promotional activities.
- Identified opportunities for cost savings within operational processes.
- Monitored staff performance to ensure adherence to company policies and procedures.
Service Professional
Olive Garden/Darden Restaurants
Peoria, AZ
05.2014 - 03.2022
- Culinary Professional: responsible for making sure the entrees go to the table at correct temperature and top quality
- Service Professional: run the floor by myself on many occasions to make sure the guests were 100% satisfied with their dining experience, took actions to correct any problems
- Certified Trainer: train all new servers/bartenders to ensure they would pass the Olive Garden Server Certification test at 90% or greater
- Kitchen Manager Training: make sure enough product was prepped for the up coming shift
- Communicated effectively with kitchen staff regarding customer allergies or special requests.
- Followed health safety guidelines when preparing and serving food products.
- Server: take food orders and keep my own cash bank
Customer Service/Web Support
Group Health Cooperative
05.2010 - 10.2015
- Maintained an up-to-date knowledge of company products and services
- Provide accurate member benefit quotes
- Assist members on the web to get access/trouble shoot MyGH accounts
- Interact with internal/external providers
- Assist with training new reps/mentor
- Created training materials for new customer service representatives.
- Maintained confidentiality of sensitive information obtained during interactions with customers.
- Elevated customer satisfaction ratings by troubleshooting and resolving issues efficiently.
Total Loss Adjuster
Safeco Insurance
08.2007 - 03.2008
- Process total loss claims
- Call the insured’s/claimant’s/agents to make the settlement
- Obtained an adjuster license in 6 states (WA, KS, WY, NM, NC and IL)
- Report to individual states miscellaneous information
- Handle Department of Insurance complaints
Customer Service Representative
St. Paul Travelers
05.2001 - 08.2007
- Processed Certificates of Insurance for both Agents and Insured’s
- Processed paper endorsements to meet the guidelines of the team
- Processed premium audits, and interacted with both internal and external customers in the education and resolution of their audit related questions
- Presented Agents and Marketing Office Reps
- The cert
- Utility system and demonstrating the audit process
- Actively involved in all aspects of the Employee Club over the past three years
Guest Service Coordinator
Hastings Books, Music and Video
07.1996 - 07.2001
- In charge of all hiring, training, performance evaluations and raises
- Responsible for fifty plus associates and the operations of the front counter and registers
- Handling guests complaints
- 1 of 5 key holders in the store
- Controlling labor and producing the weekly schedule for the store
- Managed the POS systems when they were down
- Conducting the store close and making the night deposits as a night auditor
- Interrogating and questioning shoplifters (internal/external)
Education
Spokane Falls Community College
03.2010
Rogers High School
06.1993
Skills
- Hot Schedules
- Train-the-Trainer
- Select the Best Training
- Billing / Accounting
- Spreadsheets
- Supply Procurement
- Ten Key
- Excel
- Word
- Power Point
- Typing
- Technical Support
- Multi-line phones
- Customer Service
- FISH Philosophy Training
References
Available upon request
Timeline
Service Operations Manager
Main Event
04.2022 - Current
Service Professional
Olive Garden/Darden Restaurants
05.2014 - 03.2022
Customer Service/Web Support
Group Health Cooperative
05.2010 - 10.2015
Total Loss Adjuster
Safeco Insurance
08.2007 - 03.2008
Customer Service Representative
St. Paul Travelers
05.2001 - 08.2007
Guest Service Coordinator
Hastings Books, Music and Video
07.1996 - 07.2001
Spokane Falls Community College
Rogers High School