Morgan Ague

• Helped open extremely high-volume restaurant/brewery
• Trained front of house staff before the opening
• Guided department employees on changes from management.
• Created front of house work schedules for 100+ to keep shifts properly staffed
• 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
• Resolved customer complaints quickly and effectively.
• Monitored service performance metrics to identify areas of improvement.
• Managed service staff to ensure customer satisfaction and compliance with company policies.

In addition to Supervisory Roles:

• Managed service staff to ensure customer satisfaction and compliance with company policies.
• Created standard operating procedures for all service functions.
• Conducted performance reviews and provided constructive feedback to staff members.
• Identified opportunities to increase efficiency through automation or process re-engineering.
• Created employee work schedules to keep shifts properly staffed.
• Updated and maintained service records and documentation for compliance and quality assurance.
• Monitored and analyzed service metrics to identify trends and areas for improvement.
• Guided department employees on changes from management.
• Established key performance indicators (KPIs) for the service team to measure success and productivity.
• Motivated and supported employees to maintain low turnover.
• Upheld team productivity and quality objectives by setting and maintaining clear benchmarks for service.
• Pitched in to complete various duties during peak periods or employee absences.
• Established and enforced safety protocols to ensure a safe working environment for all employees.
• Evaluated individual and team business performance and identified opportunities for improvement.
• Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
• Mediated conflicts between employees and facilitated effective resolutions to disputes.
• Remained calm and professional in stressful circumstances and effectively diffused tense situations.
• 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
• 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

• Ensured compliance with health and safety regulations at all times.
• Supervised daily opening and closing procedures including checking equipment operation, verifying cash drawer amounts.
• Worked closely with front of house to ensure an excellent guest experience
• Worked in cooperation with front and back of house staff to ensure smooth operations.
• Maximized service levels through hands-on leadership.
• Counseled and disciplined staff to address issues promptly and provide constructive feedback.
• Produced detailed documentation to outline potential worker issues.
• Trained workers in food preparation, money handling, and cleaning roles to facilitate restaurant operations.
• Communicated well and used strong interpersonal skills to establish positive relationships with guests and employees.
• Consistently maintained high levels of cleanliness, organization, storage and sanitation of food and beverage products to ensure quality.
• Supervised team of employees, maintaining positive and productive atmosphere to enhance employee experience.
• Helped with covering shifts when needed
• Inspected dishes before they were served to verify that presentation met quality standards.
• Adhered to all food safety regulations.
• Created strategies to improve performance of team members
• Resolved customer complaints promptly and professionally.
• Delegated work to staff, setting priorities and goals.

• Stayed informed about daily specials, new menu items, promotions.
• Greeted customers, answered questions and recommended specials to increase profits.
• Assisted in training new servers.
• Monitored dining room for cleanliness and proper set-up at all times.
• Handled money transactions accurately while following company procedures for handling cash payments.
• Collaborated with other restaurant staff members to ensure efficient operations within the restaurant environment.
• Promoted desserts, appetizers, and specialty drinks to optimize sales.
• Provided excellent customer service to ensure satisfaction.
• Responded efficiently to guest inquiries and complaints in a professional manner.
• Upheld high standards of sanitation in accordance with health department regulations.
• Ensured that each guest was served courteously, quickly, and efficiently.
• Delivered food orders promptly and courteously.
• Took orders from customers accurately and in a timely manner.
• Followed health safety guidelines when preparing and serving food products.
• Communicated effectively with kitchen staff regarding customer allergies or special requests.
• Performed opening and closing duties such as setting up the dining area, restocking supplies.
• Checked food before serving it to customers.
• Cleaned tables and chairs to prepare dining area for next customers.
• Checked with customers to determine satisfaction with meals, promptly taking action to correct problems.
• Maintained knowledge of current menu items, garnishes, ingredients, and preparation methods.
• Promoted and recommended Red Lobster Rewards to every guest.

• Sales and customer service of naturally-based spa products
• Maintain and manage a team of 1600+ team members
• Promoted business on social media platforms to maximize brand identity and generate revenue.
• Mentored and trained new teammates on sales techniques and customer service procedures.
• Created and implemented marketing and advertising strategies to support personal business goals and promote strategic growth.
• Formed and sustained strategic relationships with clients.
• Created effective business plans to focus strategic decisions on long-term objectives.
• Implemented successful business strategies to increase revenue and target new markets.
• Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
• Provided strategic advice, technical guidance, and process improvement support to teammates
• Placed orders for customer purchases and personal inventory to maintain consistent stock.
• Conducted events online and at individual homes to promote products.
• Kept customer information confidential and handled details accurately.
• Identified needs of customers promptly and efficiently.
• Implemented strategies to take advantage of new opportunities.
• 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
• Participated in trade shows, conventions, and other events to recruit new team members and market products
• Conducted market research to identify new opportunities for growth.
• Maintained social media and marketing efforts to expand brand awareness and attract new customers.

• Provided excellent customer service to ensure satisfaction.
• Responded efficiently to guest inquiries and complaints in a professional manner.
• Upheld high standards of sanitation in accordance with health department regulations.
• Delivered food orders promptly and courteously.
• Took orders from customers accurately and in a timely manner.
• Communicated effectively with kitchen staff regarding customer allergies or special requests.
• Performed opening and closing duties such as setting up the dining area, restocking supplies.
• Cleaned tables and chairs to prepare dining area for next customers.
• Checked with customers to determine satisfaction with meals, promptly taking action to correct problems.
• Maintained knowledge of current menu items, garnishes, ingredients, and preparation methods.
• Satisfied customers by topping off drinks and offering condiments, napkins and other items.
• Operated POS terminals to input orders, split bills and calculate totals.
• Displayed enthusiasm and knowledge about restaurant's menu and products.
• Developed rapport with guests and assisted in generating repeat business by providing exceptional customer service.
• Multi-task by providing drinks to all the servers and maintain my own section as a server simultaneously
• Assisted in setting up the bar for service shift.
• Developed good working relationships with fellow employees through effective communication.
• Accurately recorded orders on cash register and point-of-sale system.
• Monitored dining room for cleanliness and proper set-up at all times.
• Handled money transactions accurately while following company procedures for handling cash payments.
• Collaborated with other restaurant staff members to ensure efficient operations within the restaurant environment.
• Trained new employees to perform duties.
• Stocked service areas with supplies during slow periods.
• Collected dirty dishes and glasses from tables or counters, preparing areas for next diners.
• Performed opening and closing duties including restocking supplies.
• Ensured proper sanitation of bar area, glassware, utensils, and equipment.
• Maintained inventory of liquor, beer, wine, and other beverage items.
• Prepared alcoholic and non-alcoholic beverages according to recipe standards.

• 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
• Assisted customers in navigating through website features and functions to locate desired information or products.
• Resolved customer complaints promptly and professionally.
• Maintained up-to-date knowledge of company products, services, and promotions.
• Escalated unresolved issues requiring further investigation or specialized expertise.
• Provided accurate, valid, and complete information to customers.
• Identified opportunities to upsell additional services when appropriate.
• Delivered customer support to high call load each shift.
• Documented customer correspondence in CRM to track requests, problems, and solutions.
• Recommended potential products or services after analyzing customer needs.
• Promoted product offerings to drive growth and exceed benchmarks.
• Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.

• Provided administrative support to staff members including typing letters, filing documents, and scanning and copying documents when necessary.
• Answered incoming calls, took messages, and transferred calls to appropriate departments or personnel.
• Maintained an organized filing system of confidential client information in accordance with company policy.
• Monitored office supplies inventory and placed orders when necessary.
• Managed all incoming mail distribution, courier services, faxes, and photocopying documents as requested.
• Provided excellent customer service at all times while interacting with both internal and external customers.
• Scheduled appointments for clients, customers, and other visitors.
• Performed data entry tasks into various computer systems accurately and promptly.
• Assisted with special projects assigned by management when required.
• Responded to inquiries from internal staff members regarding office operations.
• Prepared welcome packages for new students.
• Maintained a neat reception area by organizing materials and tidying up furniture.
• Ensured that all necessary forms were completed accurately for student enrollment.
• Served visitors by greeting, welcoming and directing to appropriate personnel.
• Assisted in the preparation of regularly scheduled reports by collecting and analyzing information.
• Coordinated meeting room bookings and arranged catering for meetings and events.
• Scheduled and confirmed appointments, managing a complex calendar for multiple staff members.
• Processed customer payments using cash registers or point-of-sale terminals according to company policies and procedures.

• 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.
• Work daily with Excel, Word, Outlook in a Windows environment.
• Effectively communicated 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.
• Analyzed complex information from multiple sources to identify patterns or trends.
• Collaborated with clients to develop action plans to address specific challenges and objectives.
• Managed multiple projects simultaneously ensuring timely completion.
• Identified needs of customers promptly and efficiently.
• Maintained positive working relationship with fellow staff and management.

• 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.
• Reviewed client accounts regularly to ensure that investments remain in line with objectives.
• Developed and implemented strategies to increase customer satisfaction and retention.
• Maintained up-to-date knowledge of relevant regulations affecting the industry.
• Prepared monthly reports summarizing account activity for senior management review.
• Checked figures and postings for correct entry and proper codes.
• Assisted with month-end and year-end close processes, preparing necessary journal entries.

• 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.
• Provided technical support for customers in resolving complex issues.
• Implemented process improvements to increase efficiency.
• Maintained positive working relationship with fellow staff and management.

• 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.
• Investigated complex problems and identified appropriate solutions.
• Assisted in troubleshooting hardware, software, and network issues.
• Reviewed incoming requests for support services and prioritized accordingly.
• Monitored performance levels of computer systems to identify any potential problems.
• Managed online help desk tickets from creation to resolution.
• Collaborated with other departments to ensure timely resolution of customer issues.
• Performed system updates on a regular basis.
• Documented repair processes and helped streamline procedures for future technical support actions.
• Maintained up-to-date knowledge of software and technical developments through reading and training.
• Prepared and evaluated CRM reports to identify problems and areas for improvement.

• 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.