Frank McCoy
Cincinnati,OH
Summary
Seasoned Manager with a proven track record at Kroger, enhancing customer satisfaction and streamlining operations. Expert in strategic planning and problem resolution, demonstrating exceptional leadership and communication skills. Increased repeat business through effective relationship building and meticulous attention to detail, showcasing adaptability and a positive attitude without compromising on quality.
Overview
17
17
years of professional experience
Work History
Manager
Kroger
Cincinnati, OH
02.2021 - 09.2024
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Accomplished multiple tasks within established timeframes.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Retail Sales Associate
Floor And Decor
Cincinnati, OH
08.2019 - 01.2021
- Monitored customers for signs of security concerns and escalated issues to management.
- Greeted customers and helped with product questions, selections, and purchases.
- Helped customers complete purchases, locate items, and join reward programs.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Built customer loyalty and retention by delivering excellent shopping experiences.
- Answered questions about store policies and addressed customer concerns.
- Maintained a clean and organized store environment, enhancing the overall shopping experience for customers.
- Boosted customer satisfaction by providing exceptional service and addressing concerns promptly.
- Developed strong relationships with repeat clients, leading to increased loyalty and return visits.
- Increased sales revenue through effective product recommendations tailored to individual customers.
Banquet Captain
Embassy Suites
Covington, KY
06.2018 - 07.2019
- Collaborated with culinary teams to design customized menus, meeting the specific needs of clients and guests.
- Oversaw timeliness and quality of food delivery at high-volume events.
- Implemented inventory control procedures for banquet equipment and supplies, reducing waste and associated costs.
- Conducted post-event follow-ups and gathered client feedback which helped refine operational procedures based on valuable insights.
- Resolved customer complaints effectively, turning potentially negative experiences into opportunities for improvement.
- Enhanced guest satisfaction by overseeing banquet operations and ensuring smooth execution of events.
- Maintained clear communication channels between all departments involved in banquets, contributing to successful event outcomes.
- Coordinated with event planners for seamless event organization, leading to increased positive reviews.
- Increased repeat business by developing strong relationships with clients and consistently delivering exceptional service.
Housekeeping Room Attendant
Hilton
Cincinnati
01.2008 - 01.2012
- Operated wet-vacuums, buffing machines, vacuums and upholstery cleaners to clean rugs, carpets, and upholstered furniture.
- Reduced housekeeping complaints by ensuring consistent adherence to hotel standards and procedures.
- Enhanced guest satisfaction by maintaining clean and well-stocked rooms in a timely manner.
- Assisted colleagues during peak periods or staff shortages, promoting teamwork within the department.
- Maintained a professional demeanor and appearance, following hotel policies regarding uniform and grooming standards.
- Restocked cleaning storage cabinets, carts and baskets for easy use.
- Returned emptied garbage receptacles to proper locations.
- Supported the front desk team by promptly addressing guest requests and concerns, fostering a welcoming atmosphere.
- Handled requests for extra linens, toiletries and other supplies.
- Replaced used towels and other bathroom amenities such as shampoo, paper towels, and soap.
- Responded to requests from patrons for linens and toiletries.
- Slid beds, sofas, and other furniture aside to wipe down baseboards and remove dust and dirt from hard-to-reach areas.
- Completed pre-cleaning duties by setting up cleaning carts with fresh linens, cleaning supplies, and requested guest supplies.
Education
GED -
Queen City Vocational
Cincinnati, OH08.2006
Skills
- Team Leadership
- Time Management
- Verbal and written communication
- Complex Problem-Solving
- Strategic Planning
- Cross-Functional Teamwork
- Staff Management
- Negotiation
- Customer Service
- Decision-Making
- Problem Resolution
- Positive Attitude
- Attention to Detail
- Adaptability and Flexibility
- Multitasking
- Problem-Solving
- Excellent Communication
- Team Development
- Relationship Building
Timeline
Manager
Kroger
02.2021 - 09.2024
Retail Sales Associate
Floor And Decor
08.2019 - 01.2021
Banquet Captain
Embassy Suites
06.2018 - 07.2019
Housekeeping Room Attendant
Hilton
01.2008 - 01.2012
GED -
Queen City Vocational