Morgan Ague
Fairfax,IA
Summary
Seasoned collaborator experienced in meeting needs, improving processes and exceeding requirements in all environments. Diligent worker with strong communication and task prioritization skills. Highly motivated to consistently drive results by building and leading high-performance teams. Willingness to take on added responsibilities to meet goals. Hardworking and passionate with strong organizational skills. Detail-oriented with the ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
23
23
years of professional experience
Work History
Service Manager
Big Grove Brewery Cedar Rapids
11.2023 - 04.2024
- Helped open extremely high-volume restaurant/brewery
- Trained front of house staff before the opening
- Created weekly schedule for 100+ front of house staff
- Created procedures and daily task lists for front of house to follow throughout every shift
- Helped with organization and set up of efficient work areas for servers
- Maintained daily reservations for the restaurant
- Worked with TOAST POS
- Participated in yearly planning/goal setting strategies
- Attended weekly management and leadership meetings
- Participated in leadership training (ie: conflict resolution)
- Upheld hospitality standards to the highest degree for all staff
- Helped create and maintain a high energy environment on every shift
- Oversaw restaurant operations for 8 – 12 hours per shift
- Worked closely with Front of House and Back of House team members during every shift
- Created daily goals for FOH staff to strive for every shift
- Ended and started business days with cash handling, counting, and reconciliation
- Participated in marketing strategies to drive business
- Maintained compassion and empathy for all team members in any situation
- Held pre-shift conversations with each FOH team member.
Service Manager
Red Lobster
01.2023 - 11.2023
- Continuously drove sales and guest satisfaction
- Selected top applicants to add to our service team
- Ensured compliance with all employment policies
- Created a fun, safe environment for team members to develop
- Managed performance of team members, including conducting performance evaluations, training, coaching, and discipline
- Created weekly schedules for the service team
- Oversaw restaurant operations for 8 – 12 hours per shift
- Worked closely with Front of House and Back of House team members during every shift
- Maintained an understanding and practiced safe food handling procedures while maintaining a clean and safe environment at all times
- Created daily goals for servers to strive for every shift
- Ended and started business days with cash handling, counting, and reconciliation
- Participated in marketing strategies to drive business
- Maintained compassion and empathy for all team members in any situation
- Held pre-shift conversations with each team member.
Supervisor
Red Lobster
11.2021 - 01.2023
- Helped create and maintain a positive, fun, productive environment for all team members
- Fielded and resolved guest complaints
- Worked closely with FOH to ensure an excellent guest experience
- Helped with covering shifts when needed
- Performed opening and closing duties of the entire store on a regular basis
- Created strategies to improve performance of team members.
Server/Bartender
Red Lobster
03.2019 - 01.2023
- Greet customers
- Take drink and food orders
- Serve guests in a timely manner
- Present food to guests
- Clear tables and maintain a clean section every shift
- Complete daily prep duties according to business needs
- Multi-task by providing drinks to all the servers and maintain my own section as a server simultaneously
- Provide training to new employees when needed.
Business Owner/Independent Consultant
Perfectly Posh
10.2011 - 09.2022
- Sales and customer service of naturally-based spa products
- Maintain and manage a team of 1600+ team members
- Manage personal social media marketing for my independent business
- Run reports in Excel for team stats on a daily basis
- Communicate with customers and team members through email and personal messaging on a daily basis
- Schedule and lead team training sessions in person, on conference calls, and via web cam
- Attend Leadership seminars twice a year with the company
- Work on multiple social media sites daily for advertising, marketing, team and customer contact.
- Established strong customer relationships through excellent communication and attentive service.
- Developed a high-performing team through effective recruitment, training, and performance management.
- Planned and executed sales events in both online and in-person formats.
Server/Bartender
Carlos O’Kelly’s
03.2015 - 02.2019
- Greet customers
- Take drink and food orders
- Serve guests in a timely manner
- Present food to guests
- Clear tables and maintain a clean section every shift
- Complete daily prep duties according to business needs
- Multi-task by providing drinks to all the servers and maintain my own section as a server simultaneously
- Provide training to new employees when needed.
Customer Care Representative
Go Daddy
10.2015 - 05.2016
- Answer customer care calls to assist with technical resolution and sales
- Diagnose and solve problems for customers
- Perform account reviews for customers that have called in for assistance
- Provide support to customers in a fast paced environment
- Interact and communicate across departments effectively to solve problems
- Work daily in a upbeat team environment with enthusiasm.
Receptionist
Kaplan University
11.2013 - 08.2015
- Answer multi-line phone
- Assist campus visitors such as students, potential students, professors, meeting coordinators, etc
- Review and enter all enrollments from Admissions
- Prepare paperwork for the Admissions department
- Take payments from students for tuition, books, and other supplies
- Kept a record of all employees on campus upon their arrival and department
- Open and close campus building
- Distribute mail
- Make confirmation calls for Admission appointments
- Prepare materials for new students when attending orientation.
Remittance Consultant
Diversified – A Division of Transamerica
03.2009 - 10.2013
- Manage a designated caseload of 401K plans daily
- Reconcile 401K remittances promptly, accurately and consistently meeting or exceeding strict quality standards
- Provide cooperative, courteous and responsive service and information to both internal and external customers, creating positive working relationships
- Effectively apply technologies, techniques, and procedures to accomplish business area goals and objectives
- Make necessary communications to plan contacts to request various remittance information
- Maintain accountability for all incoming funds on a designated caseload daily
- Process refunds to employers as necessary within timing standards
- Effectively handle a variety of assignments simultaneously and demonstrate the ability to adjust for priorities
- Document all transactions appropriately using AWD workstation, Microsoft Outlook and Paris Mainframe
- Work with Plan Administrators and Account Consultants to assist with daily remittance functions
- Negotiate solutions that balance needs of the customer and Diversified when needed
- Work daily with Excel, Word, Outlook in a Windows environment
- Effectively communicate verbally and written with internal and external customers
- Prioritize daily tasks using time management and organizational skills
- Utilize strong math, problem resolution, and analytical skills on a daily basis.
Account Consultant
Diversified – A Division of Transamerica
03.2008 - 03.2009
- Worked with Plan Administrators and Regional Offices or Brokers to assist with daily plan functions
- Negotiated solutions that balanced the needs of the customer and Diversified
- Built and developed and fostered proactive, positive relationships with Plan Administrators, Regional Offices and Internal Partners on a daily basis
- Recommended and implemented effective solutions to problems and issues and suggested improvements to gain efficiencies
- Analyzed structure and operation of clients plans and made recommendations for improvement
- Worked independently and as part of a team to meet pre-set deadlines
- Handled special projects, formulating marketing efforts to clients and proactively identified customer needs
- Provided a high level of responsiveness to internal and external issues and handled escalated and complex situations.
Remittance Specialist/Quality Specialist
Diversified – A Division of Transamerica
08.2004 - 03.2008
- Research and analyze problem files sent in by clients
- Analyze and review teammates remittances for errors
- Work with Microsoft applications on a daily basis – ie: Word, Excel, and Outlook
- Field various questions from teammates and assist with problem remittances on a daily basis
- Assist with training of new employees
- Quality check remittances, fund transfers, and transactions made through the AWD system by all of Corporate, NFP, and National Cash associates
- Provide leadership to all team members
- Communicate with external clients on a daily basis regarding questions and concerns about their 401k plan
- Communicate with other areas of Diversified to complete tasks based on client’s needs
- Reconcile 401k remittance files received through e-mail and the plan sponsor internet site and communicate with clients when funds are ready to be received
- Process remittances through the PARIS mainframe
- Manage a case load of my own and continue to maintain my daily remittance specialist responsibilities along with my quality duties.
Production Support Associate
Diversified – A Division of Transamerica
03.2002 - 03.2003
- Assisted department staff in providing case/participant problem analysis and resolution support for the Diversified Division
- Responsible for researching items submitted via AWD for appropriate resolution and performed PARIS system updates as requested or required
- Assisted with the investigation of system problems and monitoring trends to identify potential problem areas
- Supported reporting functions within the team through QMF report tools and prepared monthly management reports as directed by management personnel
- Assisted with testing of enhancement fixes to the PARIS system
- Participated in special projects as assigned.
Remittance Associate/Quality Associate
Diversified – A Division of Transamerica
12.2000 - 03.2002
- Provided customer service to clients by processing various transactions for retirement plan accounts
- Reconciled remittances that were received via e-mail, fax, and mail
- Communicated to plan contacts to request various remittance information and funding for accounts and processed funds into accounts accordingly through PARIS system
- Worked with Microsoft programs such as Word, Excel, Access, and Outlook on a daily basis
- Maintained retirement plan accounts for high profile clients on a daily, weekly, and monthly basis
- Completed quality checks on remittances for other associates
- Fielded questions from various members of both remittance teams on a daily basis.
Education
Administrative Assistant Degree -
Hamilton Business College
01.2001
Associate of Arts Degree -
Kirkwood Community College
01.1999
Skills
- Positive Attitude
- Team Leadership
- Multitasking and Organization
- Problem-Solving
- Customer Service
- Critical Thinking
- Reliable and Responsible
- Trustworthy and Honest
- Scheduling and Coordinating
- Computer Skills
- Decision-Making
- Problem Resolution
- Office Administration
- Policy and Procedure Enforcement
- Staff Management
- Interpersonal Relationships
- Project Management
- Staff Training and Development
- Analytical Thinking
- Culture development
- Shift Scheduling
- Flexible Schedule
- Data Management
- Performance Evaluations
- MS Office
- Multiple Priorities Management
- Task Delegation
- Process Implementation
- Project Planning
- Forecasting
Timeline
Service Manager
Big Grove Brewery Cedar Rapids
11.2023 - 04.2024
Service Manager
Red Lobster
01.2023 - 11.2023
Supervisor
Red Lobster
11.2021 - 01.2023
Server/Bartender
Red Lobster
03.2019 - 01.2023
Customer Care Representative
Go Daddy
10.2015 - 05.2016
Server/Bartender
Carlos O’Kelly’s
03.2015 - 02.2019
Receptionist
Kaplan University
11.2013 - 08.2015
Business Owner/Independent Consultant
Perfectly Posh
10.2011 - 09.2022
Remittance Consultant
Diversified – A Division of Transamerica
03.2009 - 10.2013
Account Consultant
Diversified – A Division of Transamerica
03.2008 - 03.2009
Remittance Specialist/Quality Specialist
Diversified – A Division of Transamerica
08.2004 - 03.2008
Production Support Associate
Diversified – A Division of Transamerica
03.2002 - 03.2003
Remittance Associate/Quality Associate
Diversified – A Division of Transamerica
12.2000 - 03.2002
Administrative Assistant Degree -
Hamilton Business College
Associate of Arts Degree -
Kirkwood Community College
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