Heather Kraemer
1520 CR 4625 Troup,TX
Summary
Driven by a results-focused approach, I significantly enhanced customer satisfaction scores at Caldwell Zoo by overhauling service protocols and leading cross-functional teams. My expertise in budget control and team leadership, coupled with a knack for innovative problem-solving and fostering strong customer relationships, propelled business growth and operational efficiency.
Overview
26
26
years of professional experience
Work History
Retail Sales and Food Services Manager
Caldwell Zoo
08.2013 - Current
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Developed and maintained relationships with customers and suppliers through account development.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
- Reduced operational costs through comprehensive process improvement initiatives and resource management.
- Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
- Facilitated team brainstorming sessions that led to innovative solutions for long-standing operational challenges.
- Improved customer satisfaction scores by overhauling customer service protocols and training staff in customer engagement techniques.
- Managed budget allocations to prioritize spending on high-impact projects, optimizing resource utilization.
- Developed and executed marketing strategies that effectively communicated brand values, increasing brand recognition.
- Led cross-functional teams to achieve project goals, fostering collaboration and innovation.
- Negotiated favorable terms with suppliers, cutting operational costs while maintaining quality of service.
- Achieved significant cost savings by renegotiating contracts with key vendors, without compromising service quality.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
Food Services Manager
Fernwood Hotel and Resort
05.1998 - 06.2012
- Trained and supervised new staff to enhance customer service skills and comply with food safety standards.
- Tracked food production levels, meal counts, and supply costs.
- Maintained effective supply levels by monitoring and reordering food stock and dry goods.
- Controlled labor hours and inventory costs through hands-on management and proactive changes.
- Reviewed and approved employee schedules and timesheets.
- Addressed and resolved customer service issues to establish trust and increase satisfaction.
- Upheld company policies consistently across all areas of operation while remaining flexible enough to address unique situations as they arose within the workplace setting.
- Oversaw training of more than Number team members.
- Ensured high standards of cleanliness and sanitation with regular inspections and staff training.
- Increased overall efficiency by optimizing staff schedules to meet fluctuating business demands.
- Oversaw balancing of cash registers, reconciled transactions, and deposited establishment's earnings to bank.
- Delivered exceptional guest experiences through diligent oversight of daily operations, addressing concerns promptly and professionally.
- Managed budgetary constraints effectively, allocating funds appropriately across various departments based on prioritized needs assessment.
Education
Criminal Justice - General Studies
Northampton Community College
Bethlehem, PAGeneral Studies - General Studies
East Stroudsburg Senior High School South
East Stroudsburg, PA06.1999
Skills
- Team Leadership
- Time Management
- Verbal and written communication
- Complex Problem-Solving
- Staff Training and Development
- Staff Management
- Operations Management
- Cross-Functional Teamwork
- Customer Relationship Management (CRM)
- Staff Development
- Sales Techniques
- Policy Implementation
- Schedule Preparation
- Sales management
- Workforce Management
- Performance Evaluations
- Business Administration
- Marketing
- Negotiation
- Product Management
- Budget Control
- Business Development
- Financial Management
- Teamwork and Collaboration
- Customer Service
- Decision-Making
- Problem Resolution
- Positive Attitude
- Attention to Detail
- Multitasking
- Problem-Solving
- Hiring and Training
- Managing Operations and Efficiency
- Customer Relationship Management
Timeline
Retail Sales and Food Services Manager
Caldwell Zoo
08.2013 - Current
Food Services Manager
Fernwood Hotel and Resort
05.1998 - 06.2012
Criminal Justice - General Studies
Northampton Community College
General Studies - General Studies
East Stroudsburg Senior High School South
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