Melissa Wallace-Jones
Anderson,MO
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
17
17
years of professional experience
Work History
Service Manager
Skylight Cinema
09.2017 - Current
- Originally hired to help open the business as a server and bartender, but I took over as Service Manager where I gained many responsibilities.
- Learning kitchen duties, as well front of house duties.
- Opening and closing are part of my daily responsibilities as well as communicating with staff and customers a like.
- Resolved customer complaints in professional and timely manner.
- Hired, trained and supervised team of service staff members to meet business goals.
Office Manager
Merry Maids
08.2016 - 09.2017
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Updated reports, managed accounts, and generated reports for company database.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Created, maintained and updated filing systems for paper and electronic documents.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Managed office operations while scheduling appointments for department managers.
- Assisted in the recruitment process, conducting interviews and onboarding new employees to promote a seamless integration into the team dynamic.
- Served as a liaison between upper management and staff members, facilitating open channels of communication to address concerns or issues promptly.
- Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel.
- Contributed to workplace safety by ensuring compliance with established emergency protocols and conducting regular equipment inspections.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Assisted in organizing and overseeing assignments to drive operational excellence.
Shift Supervisor
Starbucks
03.2015 - 07.2016
- Hired as a Barista; within 2 months I became a trainer and was promoted to Shift Supervisor
- Duties include opening facility, preparing deposits, ordering inventory and upholding great customer service to our loyal customers.
- Managed cash handling procedures, maintaining accuracy in financial transactions and minimizing discrepancies in daily reconciliations.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Ensured smooth operations during peak hours by effectively managing resources and staff allocation.
Key Manager
Outback Steakhouse
08.2007 - 05.2015
- 8 years of experience present the opportunity to train in every aspect of the restaurant including front and back of the house
- Started as a host, but over time was promoted to server, bartender,and key manager
- I trained extensively as a server/bartender and successfully lead liquor and training classes for our servers
- Responsible for the training program for new servers, hosts and bartenders
- Other duties included nightly reconciliation of sales per server, deposits and overall front of the house hospitality when scheduled as Key.
- Assisted with scheduling, interviewing, and other administrative tasks to boost success successful store.
- Counted registers and cleaned and secured shop at end of shift.
- Developed training programs to enhance employee performance and skillsets, boosting overall team efficiency.
- Directed employees to create displays, upsell featured items and tidy store during assigned shifts.
Education
Business and Hospitality
Northwest Arkansas Community College
Bentonville, ARSkills
- Positive Attitude
- Team Leadership
- Multitasking and Organization
- Customer Service
- Reliable and Responsible
- Employee Training and Development
- Customer Service Management
- Team Collaboration and Leadership
- Trustworthy and Honest
- Employee Relations
- Quality Assurance
- Documentation And Reporting
- Office Administration
- Employee Supervision
- Service Scheduling
- New Employee Hiring
- Shift Scheduling
- Scheduling and Coordinating
Leadership Experience
I love training and teaching, by teaching others I sharpen my skills. I have a willingness to share knowledge with others to improve the overall success of the company. During my time at Outback, I redesigned the training program which resulted in a thorough and more user-friendly program.
References
- Alisha Key, former co-worker, 10 years, 479-685-1004
- Kara Jackson, friend, 5 years, 479-256-9418
- Taylor Honeywell, friend, 3 years, 479-366-1787
- Jason Melcher, former boss, 13 years, 1207-318-6944
- Jack Foley, former boss, 9 years, 918-504-6597
Timeline
Service Manager
Skylight Cinema
09.2017 - Current
Office Manager
Merry Maids
08.2016 - 09.2017
Shift Supervisor
Starbucks
03.2015 - 07.2016
Key Manager
Outback Steakhouse
08.2007 - 05.2015
Business and Hospitality
Northwest Arkansas Community College