Jerry Shourd
Dayton,OH
Summary
Dedicated team member with over 15 years of customer service experience. Pleasant disposition, refined customer service techniques and good humor make me a great team member. I use strong communication, clear expectations and kindness as a foundation when leading a team.
Overview
19
19
years of professional experience
Work History
Medical Lab Administrator
Mako Medical Laboratories
08.2020 - Current
- Utilized administrative permission in two HIPAA compliant portals for test ordering and results
- Organized and updated client information including scheduling using google sheets
- Maintained thorough communication with dispatch and a team of 25+ couriers to collect thousands of samples from hundreds of stops daily
- Established team priorities, maintained schedules and monitored performance
- Resolved constant customer service inquiries via phone and email
- Trained and mentored new team members in compliance with company and state requirements
- Onboarded new clients to begin testing including familiarizing them with several online portals in compliance with state requirements
- Served our community by resulting over 100 million PCR Covid-19 tests since 2020
Food Delivery Driver
Uber
10.2019 - 08.2020
- Served customers promptly by smoothly collecting and delivering high volume of orders.
- Planned optimal routes to deliver multiple orders per trip and achieve strong performance ratings.
FOH Manager
Chopper's Sports Grill
11.2018 - 10.2019
- Interviewed, hired and trained FOH staff including servers, food runners and bartenders according to corporate policies
- Met and exceeded sales and other performance goals
- Minimized overtime while maintaining a productive staff
- Encouraged my team and promoted a positive atmosphere
- Opened and closed the restaurant according to corporate procedures
- Continually passed all inspections and quarterly corporate reviews
- Balanced all sales receipts daily
- Present on the floor during service helping servers, doing any comps and voids, doing table-touches, bussing tables etc
- Kept 40+ TV's on the correct sports channels
- Filled out daily logs communicating the day's sales and events to corporate and Chopper's managers.
Floor Manager
The New York Deli News
02.2015 - 10.2018
- Hired as a Server, Duties included: greeting customers, collecting food and drink orders, delivering all food and drink, mixing cocktails, preparing salads, preparing receipts, collecting payments
- Met, greeted and encouraged feedback from customers and used feedback to implement positive changes within the restaurant
- Conducted timely performance evaluations for all front of house staff
- Oversaw front of house personnel to maintain adequate staffing and minimize overtime
- Maintained a safe working and guest environment to reduce the risk of injury and accidents
- Effectively managed payroll and timekeeping, including completion of the proper paperwork for new hires and terminations
- Recognized and formally acknowledged outstanding staff performance to boost company morale and productivity
- Promoted a positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service
- Carefully interviewed, selected, trained and supervised staff
- Completed all point of sale opening and closing procedures, including counting the contents of the cash register
- Wrote sales slips and sales contracts.
Supervisor
Angie's Restaurant
05.2004 - 02.2015
- Held multiple positions such as: Busser, Dishwasher, Line Cook, Prep Cook, Server and Host
- Processed monetary transactions with cash, checks, gift certificates, travelers' checks, coupons and store credit
- Verified cash drawer against the day's receipts and made deposits
- Supervised, trained and developed team members in accordance with company policies and procedures
- Cooked batches of food according to standard recipes
- Upheld standards of cleanliness, food handling and safety
- Explained menu options in detail so that customers could make educated decisions on food items
- Demonstrated genuine hospitality while greeting and establishing rapport with guests
- Assisted with bussing and re-staging tables.
Education
Associate's Degree - Management And Culinary
Johnson & Wales University
Denver05.2010
High School Diploma -
Columbine High School
Littleton2008
Skills
- Scheduling
- Time Management
- Event Planning
- Budgeting
- Training & Development
- Interviewing
- Hiring
- Labor Control
- Coaching
- Social Media Management
- Restaurant Management
- POS Systems Expertise
- Multi-Line Phone Talent
- Conflict Resolution
- Customer Account Management
Timeline
Medical Lab Administrator
Mako Medical Laboratories
08.2020 - Current
Food Delivery Driver
Uber
10.2019 - 08.2020
FOH Manager
Chopper's Sports Grill
11.2018 - 10.2019
Floor Manager
The New York Deli News
02.2015 - 10.2018
Supervisor
Angie's Restaurant
05.2004 - 02.2015
Associate's Degree - Management And Culinary
Johnson & Wales University
High School Diploma -
Columbine High School