George Townsend III
Fostoria,Ohio
Summary
Throughout life and the lessons that have come with learned experiences as a father, foster parent, teacher, and manager, I have learned a lot about how to be a productive employee and an efficient leader. This entails the genuine caring for others and an understanding of the dependent relationship for success of both encouragement and accountability. I am invested in ensuring that every customer experience results in a positive result because it translates with rewarding effect on both the business world and society as a whole.
Overview
17
17
years of professional experience
Work History
Customer Care Representative/B2B
Williams Sonoma
08.2023 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers and B2B business partners with questions and orders.
Reader/Evaluator
Measurement Incorporated
Durham, NC
04.2023 - Current
- I must be able to accept and reliably apply the required scoring criteria throughout each project. I operate in a repetitive task situation and maintain confidentiality and project security. I consistently grade as "Above Average" in scoring accuracy.
Call Center Representative
Dynata, LLC
09.2022 - 10.2023
- As a telephone interviewer, I am responsible for conducting surveys over the phone as well as recording the responses I receive with professional acumen and accuracy.
ESL Teacher
VIPKid
Beijing
01.2019 - 10.2021
- I had a healthy amount of students from China before the pandemic hit and the brick and mortar teachers all came home to work
- I lost all of my students after China passed a law banning any countries outside of China from teaching Chinese children online in October 2021
- I worked from home and taught ages 5-13, and it entailed good communication skills
- This included consistent encouragement and a lot of verbal and nonverbal communication
- I am still under contract, but the student base is currently sparse, as the company attempts to build the student base in other countries.
Area Director
N2 Publishing
Maumee, OH
06.2017 - 10.2020
- I was a franchise owner of a publication for the residents of Wrenwood, a wealthy community that resides in the Maumee area
- I was responsible for meeting residents and writing stories about their families
- I employed a photographer and designed the layout of the publication, which was released every month
- I reached out and set up meetings with business leaders and owners in order to connect them to the community by investing in ad space in the publication.
- I was in constant communication with the residents in the community and the business leaders who were investing in the publication and ensuring that any questions or concerns were answered in a consistently positive and attentive manner.
Kitchen Manager
Red Lobster
Findlay, OH
05.2016 - 05.2017
- I was transferred to the Findlay location because they had an opening that needed filled and it was also closer to my home
- I successfully guided the kitchen through a lot of changes in the Red Lobster cooking process, as they converted to cooking everything to order, including a sauté process
- During my time there, we were awarded the Diamond Club Award , which is awarded to the restaurants that demonstrate outstanding leadership by living Red Lobster’s core values of respect, integrity, genuine caring, hospitality and teamwork while also achieving top financial performance in the company’s previous fiscal year
- Only about 5% of around 700 Red Lobsters were awarded the honor.
Beverage and Hospitality Manager
Red Lobster
Findlay, OH
11.2014 - 04.2016
- Kept inventory week to week of all wine, beer, and liquor and did all ordering
- Coached the bartenders and servers on all drink promotions
- Ensured that bartenders and servers were trained on how to make our top ten drinks
- Worked with the team on suggestive selling and conducting an over the top greeting and menu tour
- Put together a weekly plan, based on both day and night shifts, that ensured that detailed cleaning took place throughout the week
- A couple of months after I became B&H manager, our company had a contest regarding a promotional drink called the "Lobster Punch" which featured the relatively new liquor, Malibu Red
- We had been considered a restaurant that, due to our demographic, could not sell bar drinks at a level that could compete with other restaurants in the region
- After the culmination of the 10 week contest, we not only were the top seller of the Lobster Punch in the region, but we had the 12th highest preference for the drink in the entire company
- I believe that it is important to engage your employees in a way that gets them fired up about their shift and excited about the items that our menu has to offer
- It is in this state that their brain is the most receptive to changing behaviors
- Also, consistent feedback about results and pairing accountability with encouragement and praise for success go a long way to making your P&L look good at the end of the month
- I was also responsible of hiring and scheduling the bartenders and hostesses and ensuring that efficient systems regarding seating during lower and higher volume were being instituted and followed
- I was also focused on also ensuring that we were of service with a smile for every guest who walked through the door.
Service Manager
Red Lobster
Toledo, OH
12.2013 - 10.2014
- When I came to the team in Toledo, Ohio our labor was last in the region and our GSS was at 45%
- By the time I left the restaurant 7 months later, we were number one in labor and our GSS was in the sixties
- We were able to come together as a team and drive results quickly
- We were able to get these results due to some key reasons-
- Proper staffing and training of our team
- Positive team engagement
- Setting out plans for each shift, so as to not have any operational gaps
- Weekly manager meetings sharing weekly performance and plans to improve for the next week.
Staffing and Training Manager
Red Lobster
Columbus, IN
11.2012 - 11.2013
- Evaluate instructor performance and the effectiveness of training programs, providing recommendations for improvement
- Analyze training needs to develop new training programs or modify and improve existing programs
- Conduct orientation sessions and arrange on-the-job training for new hires
- I was responsible for scheduling the employees for the entire restaurant
- Was proactive in hiring new employees and making sure that they were set up with an effective training schedule that was organized and communicated to all managers so that there were not gaps in training as they moved from shift to shift or manager to manager
- Was put in charge of charting out the dining room table numbers in lieu of an upcoming remodel
- Trained the hostess staff on how to use the new TMS welcoming system.
Training/Service Manager
Red Lobster
Bloomington, IN
07.2012 - 11.2012
- I did my training in Bloomington, Indiana, which happened to be a specifically selected restaurant by
- Red Lobster to test the new food items that would be featured in the 2nd biggest menu roll out in the history of the brand up until that point
- I was Service Manager when my training was complete, until I was asked to relocate to Columbus, Indiana to join the team there.
Press Operator
Cooper Tire & Rubber Company
Findlay, OH
07.2007 - 07.2012
- Observe continuous operation of automatic machines to ensure that products meet specifications and to detect jams or malfunctions, making adjustments as necessary
- Position and secure workpieces on machines, and start feeding mechanisms
- Observe meters and gauges to verify and record temperatures, pressures, and press-cycle times.
Education
Bachelor of Arts - History/Pre-law
University of Toledo
12.2008
Some College (No Degree) - Law
Ohio Northern University
Skills
- Public Speaking
- Writing Skills
- English
- Teaching
- Legal Research
- Customer service
- Typing
- Communication skills
- Data collection
- Data entry
- I was a Foster Parent from 2009 to 2015 through SAFY (Specialized Alternatives for Families and Youth), which finds placement for high risk children
- Business Development
- Planning
Timeline
Customer Care Representative/B2B
Williams Sonoma
08.2023 - Current
Reader/Evaluator
Measurement Incorporated
04.2023 - Current
Call Center Representative
Dynata, LLC
09.2022 - 10.2023
ESL Teacher
VIPKid
01.2019 - 10.2021
Area Director
N2 Publishing
06.2017 - 10.2020
Kitchen Manager
Red Lobster
05.2016 - 05.2017
Beverage and Hospitality Manager
Red Lobster
11.2014 - 04.2016
Service Manager
Red Lobster
12.2013 - 10.2014
Staffing and Training Manager
Red Lobster
11.2012 - 11.2013
Training/Service Manager
Red Lobster
07.2012 - 11.2012
Press Operator
Cooper Tire & Rubber Company
07.2007 - 07.2012
Bachelor of Arts - History/Pre-law
University of Toledo
Some College (No Degree) - Law
Ohio Northern University
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