Society for Creative Anachronism
Mark Masters
Great Falls,MT
Summary
Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.
Overview
7
7
years of professional experience
8
8
years of post-secondary education
Work History
Porter
Staybridge Suites Hotel
Great Falls, MT
09.2019 - Current
- Communicated with coworkers and managers about completed duties.
- Performed cleaning and maintenance duties as directed.
- Completed sweeping, mopping, and window-cleaning.
- Cleaned and organized building areas as required.
- Unpacked and stored deliveries in proper locations for orderly, accessible supplies.
- Greeted guests with warmth and professionalism for friendly, helpful service.
- Maintained building exteriors for professional, clean presentation standards.
- Delivered guest messages quickly and correctly, maintaining information confidentiality.
- Stored supplies safely and securely to prevent theft and damage.
- Replaced light bulbs, tested alarms and unclogged toilets for good general maintenance.
- Carried and transported guest luggage for smooth check-in and check-out processes.
- Resolved guest inquiries punctually and politely for professional customer service.
- Increased workplace safety by immediately reporting potential hazards.
- Identified repair needs and major maintenance concerns, and escalated issues to management.
- Emptied waste paper and other trash from premises and moved to appropriate receptacles.
- Used hand trucks or manually lifted supplies, equipment and heavy furniture.
- Kept public pathways clear of safety hazards and spills with regular checks and attention.
- Used vacuum and shampooers to clean carpeted areas in offices, lobbies and corridors.
- Maintained cleanliness of restrooms by washing down and properly sanitizing walls, floors and toilets.
- Followed safety standards and established SOPs when handling, mixing and storing hazardous chemicals.
- Performed daily facility checklists for cleaning floors, wiping down glass entryways and collecting trash.
- Cleaned walls and ceilings with special reach tools following regular schedule.
- Responded immediately to calls from personnel to clean up spills and wet floors.
- Promoted building security by locking doors and checking electrical appliances for safety hazards.
- Vacuumed and shampooed carpets, upholstery and other fabrics.
Delivery Driver
Papa John's Pizza
Great Falls, MT
04.2016 - 10.2019
- Operated vehicle safely in highly congested areas with no traffic violations.
- Delivered packages to customer doorsteps and business offices.
- Completed on-time deliveries by choosing best and most efficient routes.
- Kept detailed mileage and fuel reports to track overall fuel costs.
- Read maps, followed oral, and written instructions and used GPS technology to make deliveries.
- Maintained upbeat, positive attitude in busy, customer-focused environment.
- Completed rush deliveries on tight timetables to satisfy customer needs.
- Verified accuracy of all deliveries against order forms.
- Managed customer inquiries and complaints in polite and professional manner.
- Followed corporate procedures to maintain company and customer data confidentiality.
- Worked scheduled hours as required and took on available shifts during holidays and busy periods.
- Expedited deliveries to meet customer deadlines and requirements.
- Answered common customer questions, accepted payments and completed paperwork at delivery and pickup locations.
- Minimized company liability and risks to loads by obeying traffic laws.
- Documented mileage, deliveries, pickups, customer issues and damages.
- Kept delivery vehicle clean and neat to maintain company's professional reputation.
- Planned optimal routes to deliver multiple orders per trip and achieve strong performance ratings.
- Interacted professionally with customers in person or by phone and acted with sense of urgency to drive positive customer experience.
- Served customers promptly by smoothly collecting and delivering high volume of orders.
- Verified orders prior to completing deliveries to avoid customer complaints.
- Met promised delivery times consistently by using GPS software to spot and avoid traffic delays.
- Processed payments by accepting cash, checks and credit and debit card payments.
- Followed delivery procedures such as remaining alert and aware of surroundings, learning delivery area and checking orders for quality and accuracy to promote food and service quality.
- Enhanced company's image by complying with uniform and appearance standards to contribute to atmosphere of teamwork and professionalism.
- Supported sales efforts by suggestively selling additional food items to increase check average when taking order.
- Anticipated customers' questions and complaints and skillfully handled concerns.
- Collaborated with customer service teams and management to resolve order issues or customer complaints.
- Collaborated with team members and contributed to team efforts by supporting other workstations during shift.
- Maintained organized, safe and clean work areas and complied with company safety and security standards.
- Developed and maintained professional relations between customer, store personnel, and company.
- Drove continuously during shifts, meet deadlines, and achieved high customer satisfaction ratings.
- Maintained accurate documentation of delivery logs, order information and customer contact details to enable tracking history and maintain accurate records.
- Inspected stocks to identify shortages, replenish supply of food delivery items and maintain consistent inventory.
- Collected payment for orders and provided customers with receipt copies to establish proof of transaction.
- Provided excellent customer service by being friendly and courteous during interactions to increase satisfaction and loyalty.
- Collaborated with restaurant staff or other food establishments to confirm orders and coordinate delivery times.
- Addressed issues and resolved customer complaints to establish trust and reliability.
- Followed traffic laws during delivery for safety of pedestrians and other vehicles.
Education
Bachelor of Science - Business Administration
Columbia Southern University
Orange Beach, AL 04.2018 - 08.2023
Associate of Arts - General Studies
Columbia Southern University
Orange Beach, AL 04.2018 - 05.2021
Skills
Team Building
Staff Management
Training and mentoring
Problem-Solving
Interpersonal Communication
Schedule Management
Basic math skills
Point-of-sale system operation
Product restocking
Identification checks
Inventory management
Money handling
Cash Handling
Till counting
Cash register systems
Liquor law compliance
Refunds and exchanges
Order taking
Product and service sales
Customer Relations
Staff Training
Written and verbal communication
Refund handling
Cash drawer management
Cleaning and sanitizing
Reports and documents
Coaching and mentoring
Safe verifications
Currency counting
Stocking and replenishing
Cash register operation
Point of sale operation
Menu memorization
Liquor, beer and wine knowledge
Elegant food plating
Changing beer kegs
Ordering bar supplies
Preparing garnishes
Classic cocktails
Responsible alcohol service
Sales expertise
Group reservations management
Food preparation and safety
Handling difficult customers
Food running
Making change
Ordering procedures
Highly reliable
Creative mixology
Attending multiple customers
Performance improvement
Engaging personality
Dining room management
Beverage preparation
Aloha POS
Clear and effective communication
Inventory
Hospitality service expertise
New hire training
Assembly protocols
Production deadline management
Machinery operation
Schematics and blueprints
Worksite safety
Work order review
Decision-Making
Maintenance and Repair
Good Telephone Etiquette
Planning and Coordination
Google Workspace
Active Listening
Teamwork and Collaboration
MS Office
Stationary surveillance
Theft prevention training
Conflict resolution techniques
Electronic surveillance
Relationship building and management
Surveillance
Safety and security
File and records management
Emergency Response
Superior customer service
Academic research
Adult Education
Online learning tools
Affiliations
- Society of Human Resource Management
Interests
Timeline
Porter
Staybridge Suites Hotel
09.2019 - Current
Bachelor of Science - Business Administration
Columbia Southern University
04.2018 - 08.2023
Associate of Arts - General Studies
Columbia Southern University
04.2018 - 05.2021
Delivery Driver
Papa John's Pizza
04.2016 - 10.2019