Matthew Celsi
Cortland,OR
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
9
9
years of professional experience
Work History
General Manager
Pacific Northwest Restaurant Group Inc.
12.2022 - Current
- Developed and implemented strategies to increase sales and profitability.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
- Developed and maintained relationships with customers and suppliers through account development.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Trained new employees on proper protocols and customer service standards.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Assisted in recruiting, hiring and training of team members.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Mitigated business risks by working closely with staff members and assessing performance.
Operations Manager
Cascadia Global Security
09.2020 - 08.2021
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Developed and maintained relationships with external vendors and suppliers.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Set, enforced, and optimized internal policies to maintain responsiveness to demands.
- Devised processes to boost long-term business success and increase profit levels.
- Trained new employees on proper protocols and customer service standards.
- Assisted in recruiting, hiring and training of team members.
- Mitigated business risks by working closely with staff members and assessing performance.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Trained and guided team members to maintain high productivity and performance metrics.
Assistant Manager
JDWY Restaurants LLC
11.2017 - 12.2022
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Mentored team members to enhance professional development and accountability in workplace.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Monitored security to protect employees, customers and property.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
Manager in Training
Spearmint Rhino
05.2017 - 11.2017
- Enhanced supervisory and leadership abilities by working closely with supervisor.
- Stayed up to date on changing product and service options to provide top-notch support to customers and employees.
- Handled day-to-day customer or client questions via telephone or email.
- Monitored cash drawers in multiple checkout stations to confirm adequate cash supply.
- Analyzed customer feedback to identify areas for improvement.
- Acted with integrity, honesty and knowledge to promote culture of company.
- Conceptualized innovative sales solutions to increase company revenue.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established team priorities, maintained schedules and monitored performance.
Account Manager
Pacific Power And Light
01.2017 - 05.2017
- Facilitated client satisfaction and renewed customer relations to drive growth.
- Evaluated client needs and developed tailored solutions to increase positive customer ratings.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Built relationships with customers and community to promote long term business growth.
- Quoted prices, credit terms and other bid specifications.
- Attended monthly sales meetings and quarterly sales trainings.
Sales Team Manager- Call Center
Xerox/Apple Project
06.2014 - 01.2017
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
- Led daily team meetings to review performance, set targets and motivate staff.
- Resolved escalated customer issues promptly and professionally to maintain satisfaction.
- Determined quality assurance benchmarks and set standards for improvement.
- Established and oversaw performance targets for call center associates.
- Evaluated data to identify trends and determine customer service needs.
- Executed Monthly Performance Plans with representatives to to identify production gaps.
- Collaborated with training team to boost product support and certification training initiatives.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Defined clear targets and objectives and communicated to other team members.
Skills
- Staff training/development
- Verbal and written communication
- Operations management
- Budgeting
Timeline
General Manager
Pacific Northwest Restaurant Group Inc.
12.2022 - Current
Operations Manager
Cascadia Global Security
09.2020 - 08.2021
Assistant Manager
JDWY Restaurants LLC
11.2017 - 12.2022
Manager in Training
Spearmint Rhino
05.2017 - 11.2017
Account Manager
Pacific Power And Light
01.2017 - 05.2017
Sales Team Manager- Call Center
Xerox/Apple Project
06.2014 - 01.2017
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