Joel Dempsey
South Windsor,CT
Summary
Dynamic guest services manager with a strong record in staff training, complaint resolution, and operational efficiency. Committed to enhancing customer experiences through effective communication and team leadership.
Overview
1
1
Certification
29
29
years of professional experience
Work History
GSL
Cumberland Farms
farmington , CT
11.2023 - Current
- Managed daily operations of guest services department efficiently.
- Trained and supervised staff to enhance customer service skills.
- Resolved guest complaints promptly and professionally.
- Coordinated schedules and shifts for guest service representatives.
- Collaborated with other departments to streamline communication and processes.
- Provided support with day-to-day operational issues related to guest services.
- Monitored customer service operations to ensure quality standards were met.
- Ensured proper maintenance of facilities used by guests.
- Collaborated with other departments within the organization to ensure smooth functioning of operations.
- Managed inventory of supplies necessary for providing excellent customer service.
- Assisted in the recruitment, training and management of Guest Service staff.
- Promoted loyalty by signing customers up for rewards program and encouraged repeat stays through exceptional service.
- Ensured compliance with all safety regulations when dealing with hazardous materials.
- Built and maintained productive relationships with employees.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Trained new cashiers on register operations and customer interaction techniques.
- Managed cash handling procedures to maintain accuracy and security standards.
- Assisted cashiers with resolving customer complaints and inquiries.
- Performed daily opening and closing procedures for the register area.
- Maintained a clean work environment by sweeping floors and wiping down counters regularly.
- Assisted with training new cashiers and customer service team members to increase speed of onboarding.
- Answered customer questions and provided store information.
- Processed refunds and exchanges according to company policy.
- Assisted customers with locating items within the store when requested.
- Resolved discrepancies between POS system and physical money amounts in drawers at end of shift.
- Scanned, priced, and bagged customer groceries quickly to keep lines moving.
- Ensured compliance with all safety regulations while performing tasks.
- Authorized discounts and special actions to resolve customer disputes and maintain satisfaction.
- Inventoried stock and placed new orders to maintain supplies for expected demand.
- Participated in weekly meetings to discuss upcoming promotions, initiatives, and strategies.
- Recognized potential theft or fraud attempts by monitoring suspicious behavior.
- Verified customer age requirement for alcohol or tobacco purchases.
- Performed merchandising and signage updates during weekly and seasonal promotional changes.
- Rotated and merchandised products at point-of-sale to improve impulse buy rate.
- Maintained accurate records of all transactions, ensuring compliance with company policies and procedures.
- Counted and balanced cashier drawers.
- Maintained work area and kept cash drawer organized.
Car Detailer
Go Rentals Co
Windsor Locks, Connecticut
05.2022 - 11.2023
- Cleaned and polished vehicles to meet company standards and customer expectations.
- Inspected vehicles for damage and reported issues to management promptly.
- Vacuumed, shampooed, and deodorized interiors for a fresh environment.
- Maintained cleanliness of the detailing area and organized supplies efficiently.
- Cleaned windows inside and out using glass cleaner solution.
- Vacuumed vehicle interiors to remove loose dirt and debris.
- Washed wide range of vehicles each day.
- Transported goods safely to various locations using company vehicles.
- Conducted pre-trip inspections to ensure vehicle safety and compliance.
- Maintained accurate logs of mileage and fuel usage for reporting purposes.
- Adhered to traffic laws and company policies during all driving activities.
- Collaborated with team members to plan efficient delivery routes.
- Delivered goods and services to customers on time and in excellent condition.
- Followed all applicable traffic laws, regulations, and defensive driving techniques while operating company vehicles.
Car Detail Manager
Dillon Chevrolet
GREENFIELD, MA
03.2003 - 02.2022
- Managed daily operations of car detailing team at Dillon Chevrolet.
- Trained staff on proper detailing techniques and customer service standards.
- Oversaw inventory management for cleaning supplies and equipment usage.
- Ensured compliance with safety protocols during all detailing processes.
- Coordinated scheduling for detailing appointments and staff assignments.
- Implemented quality control measures to maintain high service standards.
- Developed training materials for new hires in car detailing procedures.
- Collaborated with sales team to enhance customer satisfaction through detailing services.
- Resolved any customer complaints or issues in a timely manner.
- Adhered strictly to all local laws governing automotive detailing businesses.
- Provided ongoing coaching and feedback to staff members on their performance in order to improve productivity levels.
- Ensured that all equipment was properly maintained and serviced according to manufacturer's specifications.
- Supervised all stages of the detailing process from start to finish, including prepping, cleaning, waxing, polishing, vacuuming, shampooing.
- Established relationships with vendors to obtain necessary supplies at competitive prices.
- Maintained detailed records of inventory and supplies needed for detailing services.
- Coordinated with vendors to obtain necessary supplies at competitive prices.
- Managed a team of car detailers, ensuring quality service and customer satisfaction.
- Developed and implemented comprehensive training plans to ensure employees were knowledgeable in all aspects of the job.
- Implemented safety protocols throughout the detailing facility in order to protect both customers and employees.
- Conducted regular inspections of vehicles prior to completion of service in order to guarantee high-quality results.
- Handled complaints in a professional manner while striving to resolve issues promptly.
- Created daily work schedules for staff members to ensure efficient operations.
- Assisted customers with any questions or concerns regarding the detailing services provided.
- Scheduled detailing appointments and managed time effectively to meet customer demands.
- Diagnosed mechanical issues using diagnostic equipment and tools.
- Assisted fellow mechanics when necessary during complex repairs.
- Completed required paperwork and delivered to customer.
- Removed and replaced damaged body panels and components.
- Inspected vehicles for damage and identified necessary repairs.
- Disassembled and reassembled vehicle components as necessary during repairs.
- Replaced damaged body panels with new or recycled OEM parts.
- Replaced or repaired parts to complete daily work orders on vehicles.
- Replaced damaged car fenders, grills and panels.
- Inspected completed jobs for quality control purposes prior to releasing vehicles back to customers.
- Repaired minor dents, dings, scratches, tears, and rips in vehicle upholstery.
- Applied rust-proofing treatments to protect vehicle bodies from corrosion.
- Checked all bolts, screws, nuts, for proper tightness after completion of repairs.
- Reviewed manufacturer manuals to understand vehicle specifications and parts.
- Matched and mixed paint to ensure perfect color matching.
- Worked according to manufacturers' instructions to determine correct methods for restoring and replacing parts.
Cashier
Noria
GREENFIELD, MA
07.2017 - 09.2018
- Processed customer transactions efficiently using point-of-sale systems.
- Maintained accurate cash drawer during shifts to ensure financial integrity.
- Provided excellent customer service by addressing inquiries and resolving issues.
- Handled returns and exchanges according to company guidelines and procedures.
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
- Stocked shelves and organized merchandise to enhance the shopping experience.
- Operated cash register or POS system to receive payment by cash, check and credit card.
- Accepted cash and credit card payments, issued receipts and provided change.
- Performed other duties as assigned by management.
- Stocked shelves with merchandise when needed.
- Helped customers find specific products, answered questions, and offered product advice.
- Maintained cleanliness of checkout area including countertops, registers, windowsills and floors.
- Issued receipts, refunds, credits or change due to customers.
- Delivered high level of customer service to patrons using active listening and engagement skills.
- Trained new team members in cash register operation, stock procedures, and customer services.
- Processed sales transactions to prevent long customer wait times.
- Learned roles of other departments to provide coverage and keep store operational.
Assistant Manager
Family Dollar
Greenfield, MA
08.2002 - 11.2002
- Assisted in managing daily operations and staff schedules.
- Coordinated team meetings to discuss project updates and objectives.
- Facilitated communication between departments to ensure smooth workflow.
- Implemented process improvements to enhance team efficiency and collaboration.
- Oversaw inventory management and order processing for supplies.
- Resolved customer inquiries and concerns promptly and professionally.
- Managed customer service inquiries and complaints in a timely manner.
- Supervised daily operations including scheduling shifts, assigning duties.
- Maintained up-to-date knowledge of company products and services.
- Monitored employee attendance records, timekeeping, and payroll information.
- Resolved conflicts between team members in an effective manner.
- Collaborated with management on developing strategic plans for achieving business goals.
- Coordinated with other departments to ensure smooth flow of operations.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Delegated work to staff, setting priorities and goals.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Recruited and trained new employees to meet job requirements.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Reviewed completed work to verify consistency, quality, and conformance.
- Assigned work and monitored performance of project personnel.
- Interviewed prospective employees and provided input to HR on hiring decisions.
Sandwich Artist
SUBWAY®Restaurants
GREENFIELD, MA
02.2002 - 06.2002
- Prepared fresh sandwiches according to customer specifications and company standards.
- Maintained cleanliness and organization of food preparation areas and dining spaces.
- Operated kitchen equipment safely and efficiently during busy service hours.
- Stocked ingredients and supplies to ensure availability during peak business hours.
- Trained new team members on sandwich preparation techniques and safety protocols.
- Collaborated with team members to improve workflow and enhance customer satisfaction.
- Completed opening, closing, and shift change tasks by following company guidelines.
- Maintained cleanliness of work area throughout shift.
- Prepared food items such as sandwiches, salads, soups, and drinks according to customer orders or company recipes.
- Used POS system and cash register to receive payments by cash, check, credit card, and voucher.
- Restocked counter supplies and condiment stations, cleaned windows, and emptied trash cans during slow periods.
- Sanitized food storage and preparation areas to comply with food health and safety requirements.
AutoCAD Drafter
alderman & MacNiesh
West Springfield, Massachusetts
09.1999 - 04.2001
- Created detailed technical drawings using AutoCAD software for various projects.
- Collaborated with engineers to clarify design specifications and requirements.
- Reviewed project plans to ensure compliance with industry standards and regulations.
- Assisted in preparing project documentation for client presentations and approvals.
- Conducted quality checks on drawings to maintain accuracy and precision.
- Checked all dimensions on drawing sets before submission to ensure accuracy.
- Reviewed shop drawings for compliance with project specifications.
- Supported design staff with AutoCAD related issues.
- Edited existing CAD documents to meet project requirements.
Delivery Manager
Pizza Hut
springfield , MA
05.1997 - 09.1999
- Managed delivery operations to ensure timely pizza distribution.
- Coordinated staff schedules for efficient workforce management.
- Implemented safety protocols for delivery personnel and vehicles.
- Trained new team members on delivery procedures and customer service.
- Monitored delivery routes to optimize travel times and reduce costs.
- Led team meetings to enhance communication and address challenges.
- Coordinated with customers to plan efficient or special deliveries.
- Facilitated execution roadmaps to promote continuous improvement, knowledge sharing, teamwork, collaboration and positive employee experiences.
- Coached delivery teams to take accountability for delivery, risk and issue management.
- Delivered shipments promptly to maintain effective customer relationships and bolster future business opportunities.
- Prepared high-quality pizzas using fresh ingredients and traditional recipes.
- Operated pizza ovens, ensuring proper temperatures for optimal cooking.
- Maintained cleanliness and organization in workstations and kitchen areas.
- Assisted in training new staff on pizza-making techniques and safety protocols.
- Handled customer inquiries and provided excellent service during busy shifts.
- Handled customer orders in a timely manner, ensuring accuracy of order.
- Cleaned and sanitized kitchen surfaces and equipment.
- Operated the pizza oven, ensuring pizzas were cooked to order.
- Crafted pizzas using proper amount of dough and quantities of toppings according to specifications.
- Kept stations stocked and ready for use to maximize productivity.
- Used pizza cutter to slice whole pizzas according to customer size specifications.
- Provided exceptional customer service in fast-paced dining environment.
- Took and processed customer orders accurately and promptly.
- Collaborated with kitchen staff to ensure timely meal delivery.
Education
High School Diploma -
Chicopee Comp
Chicopee, MA06-1997
Skills
- Guest services management
- Staff training
- Customer complaint resolution
- Inventory management
- Schedule coordination
- Problem solving
- Team leadership
- Effective communication
- Customer relationship management
- Detail orientation
- Troubleshooting
- Flexible and adaptable
- Leadership
Certification
food service
References
References available upon request.
Timeline
GSL
Cumberland Farms
11.2023 - Current
Car Detailer
Go Rentals Co
05.2022 - 11.2023
Cashier
Noria
07.2017 - 09.2018
Car Detail Manager
Dillon Chevrolet
03.2003 - 02.2022
Assistant Manager
Family Dollar
08.2002 - 11.2002
Sandwich Artist
SUBWAY®Restaurants
02.2002 - 06.2002
AutoCAD Drafter
alderman & MacNiesh
09.1999 - 04.2001
Delivery Manager
Pizza Hut
05.1997 - 09.1999
High School Diploma -
Chicopee Comp