Kathleen Cooksey
Newark,OH
Summary
Serviced-focused General Manager dedicated to delivering positive customer experiences to promote loyalty and repeat business. Orchestrates optimal resource utilization to handle expected operational needs. Sales leader with sound judgment, good planning abilities and interpersonal communication strengths. Customer-oriented General Manager with 25 years of experience focused on increasing revenues and expanding margin. Adaptive and deadline-oriented consistently executes and completes multiple projects in high-stress environments. Meticulous leader and strategic planner with comprehensive managerial acumen, offering vision and motivational acumen. Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Customer Service Representative Remote
Skybridge Americas Publishers Clearing House Acct.
Miami, FL
01.2022 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Answered constant flow of customer calls with minimal wait times.
- Delivered excellent customer service, resulting in consistent 97.4% customer satisfaction rating.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Managed timely and effective replacement of damaged or missing products.
- Delivered prompt service to prioritize customer needs.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Promptly responded to inquiries and requests from prospective customers.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Educated customers about billing, payment processing and support policies and procedures.
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction 97.4%.
General Manager
Steak N Shake
Columbus , Ohio
05.1999 - 02.2003
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Organized budgets, oversaw P&Ls and achieved margin targets consistently to stay on track with growth plans.
- Oversaw inventory by ordering precise quantities of stock and executing corrective actions to drive profitability.
- Enhanced operational efficiency and productivity by managing budgets, accounts and costs.
- Set, enforced, and optimized internal policies to maintain responsiveness to demands.
- Established and administered annual budget with controls to prevent overages, minimize burn rate, and support sustainability objectives.
- Applied performance data to evaluate and improve operations, target current business conditions, and forecast needs.
- Developed and maintained relationships with customers and suppliers through account development.
- Reduced costs, managed delivery schedules, and performed risk analysis to improve overall profitability.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
- Drove year-over-year business growth while leading operations, strategic vision and long-range planning
General Manager
Wendy's
Newark, OH
09.1990 - 05.1999
- Oversaw food preparation and monitored safety protocols.
- Upheld company policies and implemented standards fairly.
- Forecasted business needs and scheduled employees to meet expected demands.
- Maintained high standards of food quality by reviewing shipments, overseeing preparation and monitoring food safety.
- Enhanced operational efficiency and productivity by managing budgets, accounts and costs.
- Set, enforced and optimized internal policies to maintain responsiveness to demands.
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
- Assessed reports to evaluate performance, develop targeted improvements and implement changes.
- Reduced costs, managed delivery schedules and performed risk analysis to improve overall profitability.
- Developed and maintained relationships with customers and suppliers through account development.
- Assessed supplier quality to maintain tight cost controls and maximize business operational performance.
- Reduced corporate risk by managing shrink processes and controlling inventory levels.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures and technology systems.
General Manager, Training Manager for Franchise,
Captain D's Seafood
Monroe, LA
11.1978 - 03.1990
- Established and administered annual budget with controls to prevent overages, minimize burn rate and support sustainability objectives.
- Drove year-over-year business growth while leading operations, strategic vision and long-range planning.
- Conducted orientation sessions and organized on-the-job training for new hires.
- Assessed skill gaps for employees in management department and developed training courses to meet identified needs.
- Assessed skill gaps for employees in kitchen and dinning service staff department and developed training courses to meet identified needs.
- Managed new employee orientation training process for more than 25 employees each year.
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
- Assessed skill gaps for employees in kitchen department and developed training courses to meet identified needs.
- Managed budget implementations, employee reviews, training, schedules and contract negotiations.
- Managed all exempt employee coaching, training and performance improvement actions.
- Communicated all learning and performance objectives, schedules and training assessments to upper management.
- Directed training programs and development paths for managers and supervisors.
- Trained new hires to perform cross-training exercises with experienced workers.
- Reduced costs, managed delivery schedules and performed risk analysis to improve overall profitability.
- Developed and maintained relationships with customers and suppliers through account development.
- Led daily, weekly and monthly coaching, counseling and feedback sessions.
- Assessed supplier quality to maintain tight cost controls and maximize business operational performance.
- Trained staff during demonstrations, meetings, conferences and workshops.
- Assessed reports to evaluate performance, develop targeted improvements and implement changes.
- Organized budgets, oversaw P&Ls and achieved margin targets consistently to stay on track with growth plans.
Education
High School Diploma -
Heath High School
Heath, OH05.1973
Skills
- Training Management
- Documentation and Recordkeeping
- Reliable and Responsible
- Efficient and Detail-Oriented
- De-escalation Techniques
- Order and Refund Processing
- Creative Problem solving
- Multitasking and Prioritization
- Calm and Professional Under Pressure
- Upbeat and Positive Personality
- Understanding Customer Needs
Certification
- Food Safety Certification
Flower Gardening
I love seeing all of the different colors and types of plants. I look forward to planning my annual flowers every year.
Timeline
Customer Service Representative Remote
Skybridge Americas Publishers Clearing House Acct.
01.2022 - Current
General Manager
Steak N Shake
05.1999 - 02.2003
General Manager
Wendy's
09.1990 - 05.1999
General Manager, Training Manager for Franchise,
Captain D's Seafood
11.1978 - 03.1990
High School Diploma -
Heath High School
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