Karen Coggins
West Point,MS
Summary
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. Talented Manager with expert team leadership, planning and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach. Insightful Manager with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of industry operations. Talented leader with analytical approach to business planning and day-to-day problem-solving.
Overview
16
16
years of professional experience
Work History
Manager
Tin Lizzie Cafe
04.2018 - Current
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Accomplished multiple tasks within established timeframes.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Maintained professional, organized, and safe environment for employees and patrons.
- Cross-trained existing employees to maximize team agility and performance.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Onboarded new employees with training and new hire documentation.
- Improved marketing to attract new customers and promote business.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
Head Waitress
Tin Lizzie Cafe
04.2013 - 04.2018
- Supervised set up of banquet food stations and coordinated service to multiple dining areas.
- Trained staff members on use of POS system.
- Handled customer complaints professionally, resolving issues through diplomatic acknowledgment and commitment to service.
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
- Processed orders and sent to kitchen employees for preparation.
- Answered customers' questions, recommended items, and recorded order information.
- Used communication and problem-solving skills to resolve customer complaints and promote long-term loyalty.
- Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
- Presented menus to patrons promptly after seating and answered questions about menu items, making recommendations upon request.
- Supervised server staff and simultaneously served personal section of tables.
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
- Collected payment for food and drinks served, balanced cash receipts and maintained accurate cash drawer.
Head Waitress and Key Holder
Cathy's Restaurant
11.2008 - 11.2013
- Wrapped, boxed and weighed bakery department products.
- Improved customer service by projecting friendly and knowledgeable attitude.
- Processed cash, credit, debit, and check payments.
- Created employee schedules to align coverage with forecasted demands.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Trained and mentored new employees.
- Completed store opening and closing procedures.
- Oversaw team of 6 employees.
- Developed strong rapport with customers and created positive impression of business.
- Delivered energetic responses to customers in-store and by telephone, going above and beyond to serve needs.
- Counted out cash drawers and balanced totals.
Secretary
Deliver Me Senior Support Services
11.2006 - 11.2009
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
- Composed inter-office correspondence and provided product and service information to customers.
- Booked airfare, hotel, and ground transportation to coordinate office travel.
- Organized logistics and materials for each meeting and took detailed notes for later dissemination to key stakeholders.
- Managed filing system, entered data and completed other clerical tasks.
- Maintained electronic filing systems and categorized documents.
- Handled daily scheduling tasks and provided administrative support for entire department.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Created and updated records and files to maintain document compliance.
- Scheduled appointments and conducted follow-up calls to clients.
- Entered data into system and updated customer contacts with information to keep records current.
Night Auditor
Holiday Inn Express Hotel
11.2006 - 11.2009
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Stored guest valuables in safe and individual boxes for security.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Looked over pending check-ins and payment processes to complete closing procedures.
- Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
- Entered customer data into room system and updated information whenever patrons changed rooms.
- Investigated auditing discrepancies by reconciling cash drop and credit card transactions.
- Oversaw night auditing of daily room occupancy and hotel revenue.
- Generated and printed daily financial reports to track hotel performance.
- Entered and updated sensitive customer information during check-ins and room changes.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Prepared reports on guest satisfaction levels and other metrics.
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
- Handled all duties and tasks for night manager and concierge during busy periods to maintain front desk efficiency.
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
Education
Associate Of Business Administration -
Mississippi State University
Starkville MsDiploma - General Studies
West Point High School
West Point, MS05.1985
Skills
- Customer Relationship Management
- Team Leadership
- Business Planning
- Sales and Marketing
- Staff Management
- Time Management
- Managing Cash Register
- Managing Terminations
- Managing Employee Relations
- Employee Training
- Overseeing Employees
Timeline
Manager
Tin Lizzie Cafe
04.2018 - Current
Head Waitress
Tin Lizzie Cafe
04.2013 - 04.2018
Head Waitress and Key Holder
Cathy's Restaurant
11.2008 - 11.2013
Secretary
Deliver Me Senior Support Services
11.2006 - 11.2009
Night Auditor
Holiday Inn Express Hotel
11.2006 - 11.2009
Associate Of Business Administration -
Mississippi State University
Diploma - General Studies
West Point High School
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