Jennifer Daw
Taylor,MI
Summary
Dynamic Service Manager with a proven track record at Applebee's, excelling in customer service management and team leadership. Enhanced customer satisfaction through effective conflict resolution and streamlined service processes, resulting in increased repeat business. Skilled in employee training and development, fostering a motivated team that consistently meets business goals.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Service Manager
Applebee's Neighborhood Grill & Bar
Trenton, MI
11.2000 - Current
- Resolved customer complaints in professional and timely manner.
- Met with customers to discuss service needs and offer available solutions.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Hired, trained and supervised team of service staff members to meet business goals.
- Analyzed service reports to identify areas of improvement.
- Maintained a safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Reduced service downtime for clients by proactively addressing potential issues and maintaining clear communication channels.
- Conducted regular performance evaluations for staff members, offering constructive feedback and facilitating professional development opportunities.
- Increased repeat business by fostering strong client relationships through personalized service and frequent follow-ups to ensure satisfaction.
- Implemented strategies to increase customer service satisfaction ratings.
- Increased overall revenue by upselling additional services and products during routine maintenance visits.
- Monitored service staff performance and provided feedback for improvement.
- Improved customer satisfaction by implementing streamlined service processes and staff training programs.
- Implemented inventory management systems to reduce costs and increase efficiency in the service department.
- Streamlined scheduling procedures, optimizing technician deployment to maximize productivity and minimize client wait times.
- Coordinated cross-departmental efforts to address complex customer issues, facilitating better communication and collaboration between teams.
- Continuously reviewed service offerings to identify areas for improvement or expansion based on market trends or customer feedback.
- Enhanced team morale through regular recognition of exceptional performance and organizing team-building events.
- Developed strong relationships with vendors and suppliers, resulting in improved product support and better pricing for customers.
- Mentored junior technicians, fostering a positive team dynamic that encouraged knowledge sharing and skill development.
- Enhanced team morale and reduced staff turnover by establishing recognition program that highlighted outstanding employee contributions.
- Increased team productivity with introduction of new performance management system, focusing on individual strengths and areas for improvement.
- Streamlined service delivery processes, reducing wait times for customers by implementing efficient scheduling systems.
Education
Diploma - General Studies
Gabriel Richard
Riverview, MINone - Teaching
Eastern Michigan University
Ypsilanti, MISkills
- Positive attitude
- Team leadership
- Multitasking and organization
- Problem-solving
- Customer service
- Critical thinking
- Reliable and responsible
- Employee training and development
- Customer service management
- Time management
- Conflict resolution
- Goal oriented
- Workflow management
- Team collaboration and leadership
- Trustworthy and honest
- Documentation and reporting
- Outgoing and energetic
- Employee supervision
- Office administration
- Service scheduling
- Staff motivation
- Work Planning and Prioritization
- New employee hiring
- Policy and procedure enforcement
- Service quality management
- Service documentation
- Staff management
- Goal setting
- Technical troubleshooting
- Continuous improvement
Accomplishments
I have been with Applebee's for 25 years, within that time I have grown with the company. I started as a waitress and have made my way to becoming a salaried manager.
I competed in bar competitions and won first place. I even had my drink and picture featured on our menu.
In 2018, I was chosen to do my first store opening downtown at the Applebee's and ihop. I trained and developed my team members. Guiding them through extensive training with the tools provided. Then returned to my my home store in southgate.
In 2020, I decided to inquire about becoming a manager. I was rewarded with the opportunity to return back to the downtown location as a bar manager. Here i learned the skills to count inventory, handle cash, train and develop my bar team, and trouble shoot. I was also the lead trainer at this location. Delighting our guests was/is a main priority also learning how to recover a "not so good" guest experience. I take pride in my job because I enjoy working with the public. After two years downtown, I was promoted to work at the 8 mile location doing the same responsibilities. I remained at 8 mile for over two years.
Certification
Servsafe food safety and handler.
Servsafe alcohol.
Training manager.
Certified franchise trainer
Timeline
Service Manager
Applebee's Neighborhood Grill & Bar
11.2000 - Current
Diploma - General Studies
Gabriel Richard
None - Teaching
Eastern Michigan University