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
Tyler, TX
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
Bushkill, PA
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