Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Jerry Pollard

Brooklyn,MI

Summary

Energetic professional brings extensive hospitality and customer service expertise. Greets guests and dedicates full attention to meeting needs and promoting site amenities. Resolves and improves sources of dissatisfaction to retain happy and loyal patrons.

Overview

18
18
years of professional experience

Work History

Manager of Guest Service

Michigan International Speedway
Brooklyn, MI
05.2020 - 03.2024
  • Provided support with day-to-day operational issues related to guest services.
  • Enforced customer service standards and resolved customer problems to uphold quality service.
  • Monitored staff performance and addressed issues.
  • Completed thorough opening, closing and shift change functions to maintain operational standards each day.
  • Trained employees on additional job positions to maintain coverage of roles.
  • Exercised good judgment and decision-making in escalating concerns and resolving issues.
  • Provided leadership during times of organizational change or crisis situations.
  • Assigned tasks to associates to fit skill levels and maximize team performance.
  • Developed and implemented strategies to increase customer satisfaction and loyalty.
  • Entered time and attendance logs in preparation for payroll.
  • Recruited and hired qualified candidates to fill open positions.
  • Conducted regular meetings with staff to discuss progress and identify areas of improvement.
  • Established processes to ensure efficient workflow throughout the organization.
  • Led team meetings and one-on-one coaching sessions to continuously improve performance.
  • Enhanced team member performance through use of strategic and tactical approaches, motivational coaching and training.
  • Managed vendor relationships by negotiating contracts and ensuring timely delivery of goods and services.
  • Maintained adequate staffing to meet objectives within budget.
  • Monitored budgets and expenditures to ensure cost-effectiveness while maintaining quality standards.
  • Leveraged leadership skills to identify deficiencies and opportunities to improve policies, procedures and controls.
  • Minimized staff turnover through appropriate selection, orientation and training.
  • Created training modules and documentation to train staff.
  • Collaborated with other departments to ensure timely completion of projects within budget constraints.
  • Developed and implemented appropriate plans to resolve unfavorable trends and enhance sales.
  • Reviewed contracts before signing them on behalf of the organization.
  • Developed annual goals for each department based on market trends and competitor analysis.
  • Established and managed yearly budgets of up to $[450,00.00].
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Delegated work to staff, setting priorities and goals.

Owner

Grady's Custom Catering
Brooklyn, MI
01.2010 - 01.2020
  • Maintained relationships with existing clients by providing superior customer service.
  • Managed daily operations of business, including hiring and training staff.
  • Ensured compliance with local, state, and federal regulations.
  • Oversaw budgeting and financial management.
  • Identified new opportunities for growth, expansion, and diversification.
  • Created marketing campaigns to attract new customers.
  • Reviewed legal documents related to business operations.
  • Developed strategic plans to increase profitability and efficiency.
  • Negotiated with vendors to gain optimal pricing on products resulting in substantial increase in profit margin.
  • Implemented quality assurance processes to ensure product excellence.
  • Developed policies and procedures for the organization.
  • Oversaw staff hiring, initiating new training and scheduled processes to streamline operations.
  • Hosted special events to boost brand awareness and increase community engagement.
  • Collaborated with other owners on joint ventures and shared resources.
  • Enhanced operational performance by developing effective business strategies, systems and procedures.
  • Conducted performance reviews for employees on a regular basis.
  • Managed sales presentations to promote product and brand benefits.
  • Hired and trained new department managers to increase team oversight and productivity.
  • Researched potential partners in order to expand services offered.
  • Organized events such as trade shows and conferences.
  • Conducted market research activities and competitive analysis to facilitate implementation of aggressive company marketing strategy.
  • Coordinated with technical and IT teams to develop company website and create online advertisements.
  • Kept records for production, inventory, income, and expenses.
  • Determined pricing for products or services based on costs and competition.

Model Maker

Tenneco Automotive
Grass Lake, MI
05.2006 - 02.2011
  • Created detailed scale models from engineering drawings and blue prints.
  • Fabricated components to exact specifications with hand tools and power tools.
  • Assembled parts into complex structures according to the instructions provided.
  • Tested prototypes for accuracy against the original design specifications.
  • Performed quality checks on finished products before delivery to clients.
  • Inspected all components prior to assembly in order to ensure structural soundness.
  • Conducted research on new materials that could be used in production processes.
  • Provided technical advice on building techniques when needed by designers or engineers.
  • Collaborated with other team members during the development process.
  • Followed safety protocols at all times while operating machinery and equipment.
  • Adhered strictly to strict deadlines established by project managers or clients.
  • Researched existing technologies for possible incorporation into model designs.
  • Engaged in regular maintenance activities on machines used in manufacturing models.
  • Updated management regularly regarding progress made on projects or tasks assigned.
  • Attended meetings with clients to discuss their requirements for specific models.
  • Operated welding equipment to align, fit and join metal parts for durable finished construction.
  • Operated lathes, drill presses and punch presses to fabricate prototypes or models.
  • Utilized computer numerical control machines to fabricate model components within precise tolerances.
  • Hammered metal into shapes using anvils and forms.
  • Collaborated with engineering personnel to drive product improvements and address development roadblocks.
  • Analyzed blueprints and technical materials to determine required dimensions, equipment and operational procedures before commencing production.

Education

High School Diploma -

Grass Lake High School
Grass Lake, MI
06-1984

Skills

  • Teamwork and Leadership
  • Facilities Management
  • Guest Relations
  • Team Management
  • Strong leadership
  • Analytical Thinking
  • Organizational Skills
  • Schedule Management
  • Operations Management
  • Business Planning

References

References available upon request.

Timeline

Manager of Guest Service

Michigan International Speedway
05.2020 - 03.2024

Owner

Grady's Custom Catering
01.2010 - 01.2020

Model Maker

Tenneco Automotive
05.2006 - 02.2011

High School Diploma -

Grass Lake High School

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Jerry Pollard