Summary
Overview
Work History
Education
Skills
Timeline
Personal Information
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Jakai Hawkins

Summary

Dedicated customer service professional with 10+ years of experience across multiple areas. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

11
11
years of professional experience

Work History

Manager

Bar Taco
01.2022 - Current
  • Establishes guest service and satisfaction as a priority through personal example
  • Responds to guest complaints and resolves them in a way that ensures the guest will return again soon and ensures that every guest departs our store satisfied
  • Assists the General Manager with recruiting, retaining, training and developing an optimum number of staff who are enthusiastically dedicated to delivering the highest level of hospitality to the guest
  • Assists the General Manager in achieving targeted budgets, goals and objectives
  • Assists the General Manager in community involvement programs and marketing runs
  • Assist the General Manager to ensure the profitability of restaurant operations by operating within cost of goods and labor productivity guidelines while providing quality food and exceptional service
  • Assists General Manager in controlling other direct operating expenses such as utilities, smallwares, etc., to minimize expense without adversely affecting operations
  • Manages others work safely by being alert and taking action regarding safety hazards
  • Ensures that all daily restaurant paperwork is completed accurately and on a timely basis including but not limited to: daily sheets, payroll, purchase orders, bank deposits, employment-related forms, etc.

Shift Lead

Olive Garden
01.2018 - Current
  • Aids management by supervising both front and back-of-house employees during shifts and successfully de-escalating guests' grievances resulting in high customer satisfaction rates
  • Upholds company standards and compliance requirements for operations and cleanliness
  • Coordinate shift-based inventory relating to receiving, auditing, and restocking, while implementing daily shift changes to optimize task flow.
  • Enhanced customer satisfaction through effective conflict resolution and prompt service.
  • Trained new employees on company policies, procedures, and best practices for optimal performance.
  • Streamlined inventory management processes to reduce waste and increase profitability.
  • Collaborated with management to develop strategies for improving overall store operations.
  • Maintained a clean and organized work environment, ensuring safety standards were met consistently.
  • Conducted regular team meetings to discuss progress, address concerns, and set goals for continued improvement.
  • Provided exceptional customer service by addressing inquiries, resolving issues, and maintaining a welcoming atmosphere for patrons.
  • Evaluated employee performance regularly, providing constructive feedback for growth opportunities within the team structure.
  • Established positive rapport with customers and staff members alike through strong communication skills.
  • Completed store opening and closing procedures and balanced tills.
  • Trained new employees and delegated daily tasks and responsibilities.
  • Trained and mentored new employees to maximize team performance.

Lead Client Service Coordinator

Banfield Hospital
01.2014 - 01.2018
  • Actively recruited new clients through the promotion of hospital services and Supervising team, including but not limited to conflict resolution, scheduling/time off coverage, and payroll discrepancies
  • Consistently provided professional, efficient, and exceptional service to clients while also educating clients on proper healthcare for their pets, including optimum wellness plans, preventative care, and the importance of follow-up requirements
  • Along with verifying required documentation for all client visits
  • Managed finances through monthly account balancing and reconciliation
  • Enhanced client satisfaction by promptly addressing inquiries and resolving issues efficiently.
  • Streamlined communication channels for improved team collaboration and quicker response times to client requests.
  • Achieved higher customer retention rates with proactive follow-up on client concerns and timely resolutions.
  • Managed receptionist area by greeting visitors, responding to telephone, and email inquiries and providing information for in-person requests.
  • Maintained and managed customer files and databases.
  • Offered personalized solutions to meet customer requirements and close sales.
  • Set aggressive targets for employees to drive company success and strengthen motivation.

Reservationist

NJ Transit
01.2013 - 01.2014
  • Schedule routine and often complex transportation arrangements requiring multiple pick-up and drop-off destinations
  • Maintaining a friendly and pleasant attitude while communicating and confirming accurate and detailed travel arrangements
  • Consistently met or exceeded call volume intake requirements
  • Along with entering data requiring the ability to move within several different systems/screens in a timely fashion.
  • Utilized reservation software proficiently, ensuring quick response times during high call volumes.
  • Handled challenging situations or dissatisfied customers professionally, resolving issues and retaining business when possible.
  • Demonstrated excellent multitasking skills while juggling multiple phone lines, emails, and walk-in guests simultaneously during peak periods.
  • Consistently met or exceeded performance metrics for call handling, reservation accuracy and upselling.
  • Investigated and identified alternative accommodation solutions for customers to provide superior customer service.
  • Engaged customers to find amiable and appropriate solutions to transportation issues and conflicts.

Education

William Paterson University
01.2014

Skills

  • Microsoft Suite
  • Budgeting
  • Calendar Management
  • Onboarding Coordination
  • Google Suite
  • Scheduling
  • Administrative support
  • Policy Implementation
  • Staff Development
  • Operations Management
  • Financial Management
  • Expense Tracking
  • Performance Management
  • Salesforce Management
  • Verbal and Written Communication
  • Team Leadership
  • Performance Evaluations
  • Strategic Planning
  • Time Management
  • Complex Problem-Solving
  • Staff Management
  • Emotional Intelligence
  • Conflict Resolution
  • Problem Solving
  • Decision Making
  • Customer Service
  • Teamwork and Collaboration
  • Schedule Management
  • Team Development
  • Hiring and Training
  • Problem Resolution

Timeline

Manager

Bar Taco
01.2022 - Current

Shift Lead

Olive Garden
01.2018 - Current

Lead Client Service Coordinator

Banfield Hospital
01.2014 - 01.2018

Reservationist

NJ Transit
01.2013 - 01.2014

William Paterson University

Personal Information

My personal aspiration at this time in my life is to withhold a Management position in Hospitality Service. Within my resume, I have plenty of experience working in the industry that I'm more than passionate about. I enjoy managing or leading successfully and using my talents and skills within my role. I have enjoyed the meeting guests from all over the world and have had great opportunity to learn about other cultures and build relationships. I strive to continue to grow and become stronger as leadership in my field of work with the next company to come.

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Jakai Hawkins