Michael Evans
Lakeland,FL
Summary
Dynamic customer service professional with over 15 years of experience in fast-paced environments. Recognized for effectively supervising teams to enhance guest satisfaction and building strong client relationships through proactive communication. Seeking a role to apply expertise in team leadership and quality assurance to elevate customer experiences. Proven customer service leader with a track record of enhancing satisfaction in luxury resort settings. Successfully supervised teams, implemented recognition programs, and resolved escalated issues, resulting in significant improvements in service quality. Aspiring to leverage leadership skills and operational expertise to drive excellence in a customer-focused environment.
Overview
1
1
Certification
21
21
years of professional experience
Work History
Resort Services Supervisor
Streamsong Resort
Bowling Green, FL
02.2025 - Current
- Supervised and coached a team of 15 guest service representatives, maintaining high customer satisfaction in a fast-paced luxury resort environment.
- Maintained quality operating procedures for call center to facilitate efficient handling of inquiries.
- Monitored calls for quality assurance, providing feedback and coaching to enhance representative performance.
- Collaborated with cross-functional teams to identify and implement process improvements for customer experience.
- Managed escalated customer issues, resolving complex problems with professionalism and empathy.
- Implemented employee recognition programs, motivating and rewarding exceptional performance within the team.
- Developed strong client relationships through proactive communication and personalized follow-up after resolutions.
Bartender
Walk-Ons Sports Bistreaux
Lakeland, FL
06.2021 - 08.2023
- Promoted to Bar Captain based on leadership and performance.
- Selected as Travel Trainer to assist with opening new restaurant locations.
- Trained and mentored bartenders and servers on service standards and operational procedures.
- Consistently delivered outstanding guest experiences in a high-volume sports bar environment.
- Awarded Employee of the Year (2022) for exceptional performance and leadership.
Bartender
Buffalo Wild Wings
Kissimmee, FL
09.2018 - 01.2021
- Mixed and served beverages in fast-paced sports bistro environment.
- Maintained cleanliness and organization of bar area throughout shifts.
- Engaged with customers to provide excellent service and recommendations.
- Processed payments accurately using point-of-sale systems.
- Performed opening and closing duties including restocking supplies.
Boat Mechanic
Action Watersports Colorado
Commerce City, CO
01.2014 - 01.2015
- Checked in all boats new and used whether for inspection or maintenance.
- Direct contact with all clients coming in and going out.
- Responsible for $140,000 boats and equipment and I was the onsite certified PCM technician.
- Diagnosed mechanical issues in boats and watercraft for effective repairs.
- Performed routine maintenance on engines and electrical systems for optimal performance.
- Utilized diagnostic tools to identify malfunctions in various boat systems.
- Conducted thorough inspections of boats to ensure safety and compliance standards.
Manager
Derby Tire Service
Commerce City, CO
01.2008 - 01.2013
- Managed daily operations on-site, ordering supplies and equipment for business needs.
- Oversaw payroll to ensure timely employee compensation.
- Maintained customer and vendor relations to enhance service delivery.
- Trained new employees on safety protocols and equipment usage.
- Managed staff schedules and delegated tasks for efficiency.
- Ensured compliance with industry standards and regulations.
- Coordinated inventory management to maintain stock levels.
- Facilitated team meetings to discuss performance and expectations.
- Coached, mentored and trained team members in order to improve their job performance.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
Locksmith
Just Your Lock
Deerfield Beach, FL
01.2006 - 01.2008
- Repaired and replaced locks for residential and commercial clients.
- Installed high-security locking systems to enhance property safety.
- Responded to emergency lockout situations promptly and efficiently.
- Provided key duplication services using specialized equipment.
- Conducted routine maintenance on locking mechanisms for optimal performance.
- Advised clients on security solutions tailored to their needs.
- Maintained inventory of locks, keys, and related supplies effectively.
- Completed new installations of components such as locks, handles and closers.
Education
Some College (No Degree) -
Denver South High School
Denver, COSkills
- Team Leadership
- Customer Service
- Employee Training
- Staff Development
- Conflict Resolution
- Guest Relations
- Operations Management
- Scheduling
- Payroll
- Microsoft Office
- Customer Retention
- Sales
- Hospitality
- Call Center Operations
- Problem Solving
- Process Improvement
- Quality Assurance
- Team Building
- Relationship Management
- Communication
Certification
- Bartender License
- Food Handler Certification
- Driver's License
Languages
English
Awards
Employee of the Year, December 2022, Received employee of the year at Walk On's Sports Bistreaux in Lakeland our first year open
Timeline
Resort Services Supervisor
Streamsong Resort
02.2025 - Current
Bartender
Walk-Ons Sports Bistreaux
06.2021 - 08.2023
Bartender
Buffalo Wild Wings
09.2018 - 01.2021
Boat Mechanic
Action Watersports Colorado
01.2014 - 01.2015
Manager
Derby Tire Service
01.2008 - 01.2013
Locksmith
Just Your Lock
01.2006 - 01.2008
Some College (No Degree) -
Denver South High School