Jacqulynn Shed

● Providing leadership to the contact center team in an in-person or virtual environment

● Leading the team in delivering high quality customer service for phone call answers, emails processing, and any other work assigned

● Performing quality reviews of recorded calls or completed emails and documenting review findings to ensure a high level of accuracy is achieved in line with goals and expectations set by management or the client

● Coaching employee performance to ensure feedback from quality reviews or chat room observations is used to improve agent performance

● Assisting in answering and monitoring chat room questions to ensure agents receive guidance needed to handle calls

● Using management tools and analyzing data to identify performance issues

● Assisting with special projects as assigned

● Preparing reports or responding to management inquiries

● Ensuring that the work of the team is completed in a comprehensive, effective and efficient manner while maximizing the return on investment for the client

● Leading organized and effective team meetings or huddles, identifying training issues and delivering agent training to new hires and other staff, as needed

● Making recommendations for script enhancements to help improve agent performance

● Working cooperatively with the contact center leadership team to ensure effective coordination on items such as agent schedules, huddle meetings, training, quality and overall team performance

● Handling complex or sensitive calls or inquiries that are escalated by agents to contact center managers

• Providing leadership to the contact center team in an in-person or virtual environment
• Leading the team in delivering high quality customer service for phone call answers, emails processing, and any other work assigned
• Performing quality reviews of recorded calls or completed emails and documenting review findings to ensure a high level of accuracy is achieved in line with goals and expectations set by management or the client
• Coaching employee performance to ensure feedback from quality reviews or chat room observations is used to improve agent performance
• Assisting in answering and monitoring chat room questions to ensure agents receive guidance needed to handle calls
• Using management tools and analyzing data to identify performance issues
• Assisting with special projects as assigned
• Preparing reports or responding to management inquiries
• Ensuring that the work of the team is completed in a comprehensive, effective and efficient manner while maximizing the return on investment for the client
• Leading organized and effective team meetings or huddles, identifying training issues and delivering agent training to new hires and other staff, as needed
• Making recommendations for script enhancements to help improve agent performance
• Working cooperatively with the contact center leadership team to ensure effective coordination on items such as agent schedules, huddle meetings, training, quality and overall team performance
• Handling complex or sensitive calls or inquiries that are escalated by agents to contact center managers.

• Provide guidance and direction to ensure overall departmental success
• Manages subordinate managers/supervisors in all food and beverage areas
• Responsible for the overall direction, coordination, and evaluation of these business units
• Responsibilities include interviewing, hiring, and training team members
• Maintains quality goals, specifically by appropriate and persistent follow-up on personal observation, in-house manager's observation/reports, guest comments and external quality reports
• Continuously stays informed of regional, local and national trends
• Merchandises food, wine and other beverages through an aesthetically pleasing and appropriate menu design, imaginative and attractive food and wine displays, as well as exciting and innovative banquet set-up
• Works effectively with the marketing staff in the development of successful, result oriented F&B advertising, public relations
• Assist in developing and implementing new menu ideas, wine list, pricing and marketing programs
• Ensures guests receive outstanding, consistent, exceptional service by circulating through each food & beverage area
• Seeks opportunities to improve satisfaction and immediately handles any guest concerns or complaints
• Personally, runs training programs if necessary
• Ensures all dining, service and kitchen areas are clean and properly set up
• Maintains sufficient inventory of food, supplies and equipment and orders as needed
• Participates in weekly/monthly inventories
• Prepares and submits liquor and supply orders
• Ensures department follows all standard food handling, TABC, sanitation and health department guidelines
• Creates weekly schedules, edits daily payroll, processes tip sheets, and approves leave and time away from work within company policy
• Responds to guest inquiries and coordinates special arrangements and requests
• Resolves guest complaints within scope of authority, otherwise refers the matter to upper management.

• Interview, select, train, schedule, coach and support associates, ensuring they perform in accordance with established brand or hotel standards and consistent with HHM core values
• Ensure that food quality is consistent, appealing, and prepared to guest specifications
• Interact with guests to obtain feedback on quality of service and food in outlet
• Ensure that the restaurant complies with sanitation and safety standards for guests and associates
• Resolve guest complaints and coordinate with other department leaders to resolve service delivery or quality breakdowns
• Check that all equipment is in working order
• Follow up on work orders so repairs and maintenance of facility are completed on a timely basis
• Ensure that food quality is consistent, appealing, and prepared to guest specifications
• Interact with guests to obtain feedback on quality of service and food in outlet
• Document inventory forecast usage and monitor supply
• Abide by all state, federal and corporate requirements pertaining to serving alcoholic beverages
• Oversee serving staff to ensure proper liquor controls are in place and all Hersha cash handling policies and procedures are followed
• Comply with all Hersha accounting policies in order to ensure SOX compliance
• Participate in marketing efforts of restaurants, create menu ideas, survey competition and report food trends, and assist in preparation of specials
• Perform other duties as requested by management.

• Approached all encounters with guests and employees in an attentive, friendly, courteous and service oriented manner
• Maintained high standards of personal appearance and grooming, which included wearing the proper uniform and name tag when working
• Had to be familiar with the organization of and know the function of each department
• Maintained close communication links with all employees, seeking input regarding food and beverage issues and acting as a motivating influence
• Immediately followed up on accidents, problems or guest complaints in the Food and Beverage Department
• Had to be familiar with and able to react to emergency situations by knowing locations of fire and extinguishers and exits
• Maintained proper consistent disciplinary actions for all Food and Beverage employees
• Had to be familiar with P.O.S
• System used in the hotel
• Ensured that employees are at all times, attentive, friendly, helpful and courteous to guests, employees and other managers
• Assisted in monthly food and beverage inventories and reconciliations
• Ensured all side work duties were completed by servers.