Morgan Lee-Ciano
Holmes,NY
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Successful in fast-paces, deadline driven environments.
Overview
2
2
years of professional experience
Work History
Manager
Own Jorden (DeliLand)
Carmel, NY
09.2023 - 11.2024
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Identified needs of customers promptly and efficiently.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Assisted with customer requests and answered questions to improve satisfaction.
- Maintained updated knowledge through continuing education and advanced training.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- Coached, mentored and trained team members in order to improve their job performance.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
- Established processes to ensure efficient workflow throughout the organization.
- Provided leadership during times of organizational change or crisis situations.
- Assessed team member's skillsets and assigned tasks accordingly for optimal efficiency.
- Analyzed customer feedback data to develop action plans for improving services offered.
- Ensured compliance with all applicable laws, regulations, industry standards.
- Monitored staff performance and addressed issues.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Trained employees on additional job positions to maintain coverage of roles.
- Assigned tasks to associates to fit skill levels and maximize team performance.
- Enhanced team member performance through use of strategic and tactical approaches, motivational coaching and training.
- Led a team of 2-3 employees, ensuring high productivity and excellent customer service.
- Resolved customer complaints and issues promptly, maintaining a positive brand image.
- Oversaw daily operations, maintaining efficiency and quality standards.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Delegated work to staff, setting priorities and goals.
- Reviewed completed work to verify consistency, quality, and conformance.
- Assigned work and monitored performance of project personnel.
- Implemented quality control measures to uphold company standards.
Restaurant Hostess
Vicky (Izumi)
Carmel, NY
10.2022 - 10.2024
- Greeted customers and escorted them to their tables.
- Assigned seating arrangements based on customer preferences and restaurant policies.
- Provided menus and answered questions about menu items and specials.
- Managed reservations, waitlists, and special requests for large parties.
- Monitored dining room activity to ensure all guests were receiving optimal service.
- Assisted with setting up banquet rooms for special events.
- Informed kitchen staff of any special orders or dietary restrictions.
- Maintained cleanliness standards in the dining area including wiping down tables and chairs between seatings.
- Ensured that food was served promptly after being prepared by the kitchen staff.
- Provided assistance to servers as needed including refilling beverages and clearing plates from tables.
- Communicated with kitchen staff regarding customer feedback or complaints.
- Checked identification of patrons ordering alcoholic beverages when necessary.
- Restocked condiments, silverware, napkins, tablecloths. as needed.
- Performed opening and closing duties such as restocking supplies and cleaning work areas.
- Resolved customer complaints in a professional manner while maintaining a positive attitude towards guests.
- Adhered to all safety regulations set forth by the restaurant management team.
- Completed daily side work tasks assigned by management such as rolling silverware or folding napkins.
- Verified accuracy of orders before delivering them to customers' tables.
- Answered incoming calls with appropriate greeting and provided information about menu items or services offered.
- Answered phone inquiries to schedule and confirm reservations, record takeout orders and respond to service questions.
- Answered telephone to provide dining information and take reservations.
- Supported serving staff, food runners and bussers to keep dining room presentable and ready for guests.
- Greeted guests and sat customers at tables or in waiting areas.
- Stayed attentive to server availability and table turnover to quickly seat guests.
- Accommodated guests with children and special needs to promote comfortable dining experience.
- Helped restaurant staff set up small and large events to coordinate smooth execution.
- Communicated with servers about new tables, changes in food availability and customer comments.
- Checked dining and serving areas to verify proper cleanliness and readiness for guests.
- Escorted guests to seating area, furnished menus and highlighted daily specials.
- Resolved customer service and food-related issues to maintain guest satisfaction.
- Managed guest expectations by relaying information regarding hours, wait times and specials.
- Completed closing duties by emptying trash, safeguarding alcohol and polishing silverware.
- Developed long-term relationships with customers to increase opportunities for repeat business.
- Collected reservation information and communicated updates to guests via mobile device or in-person.
- Directed customers to bar area in high-traffic times to increase drink sales.
- Relayed orders to service bar and kitchen via point-of-sale register system.
- Greeted guests and gathered information to seat groups or place on waitlist.
- Responded appropriately to customer complaints, bringing major issues to attention of manager on duty.
- Built positive relationships with other front-of-house and kitchen staff.
- Monitored dining area to assess server capacity and estimate wait times.
- Greeted incoming guests to escort to assigned dining area and present menus.
- Scheduled reservations and notified servers and managers of large groups to prepare seating in advance.
- Delivered outstanding service and support from initial interaction to final departure, maintaining loyal clientele.
- Greeted customers, answered questions and recommended specials to increase profits.
- Answered phones promptly to record and confirm reservations.
- Performed regular restroom checks to restock supplies and handle minor cleaning.
- Arranged place settings with clean tablecloths, napkins and tableware to prepare for incoming guests.
- Took beverage orders and served drinks during peak meal times.
- Utilized POS system to total meal costs and add taxes for final bill calculation.
- Spoke with patrons to make conversation, answer questions or to respond to complaints.
- Assisted staff by serving food and beverages or bussing tables.
- Inspected dining and serving areas for cleanliness and proper setup.
- Took reservations from patrons by phone or online.
- Helped service staff handle demand by distributing food and beverages.
- Accepted payments from guests for dine-in and take-out foods.
- Spoke with patrons to drive satisfaction with food and service.
- Checked restrooms to refill products and perform light cleaning duties, emptying trash, and restocking paper products.
- Received and recorded patrons' dining reservations.
Seasonal Worker
Kent Recreation
Carmel, NY
10.2022 - 08.2023
- Developed and implemented programs for youth and adults in a variety of recreational activities.
- Monitored participants during recreational activities to ensure safety regulations were followed.
- Ensured all necessary supplies were available for each activity session.
- Assessed participant progress throughout program sessions and provided feedback when needed.
- Monitored group safety and quickly intervened to end unsafe behaviors.
- Connected personally with residents to improve participation and enjoyment.
- Set up facility areas with supplies, tables and chairs for planned activities.
- Supported residents by engaging each in fun, beneficial activities.
- Planned and implemented programs to help participants build physical strength and stamina.
- Assisted in planning and executing special events, including holiday parties and summer camps.
- Organized recreational events, such as sports tournaments and arts and crafts classes.
Manager
Alfredo Mazzotta
Kent, NY
01.2023 - 07.2023
- Established processes to ensure efficient workflow throughout the organization.
- Initiated new projects that resulted in increased productivity across all departments.
- Ensured compliance with all applicable laws, regulations, industry standards.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Implemented process improvements, resultingin an increase in operational efficiency.
- Enhanced customer satisfaction through the development of a customer service excellence program.
- Oversaw daily operations, maintaining efficiency and quality standards.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Implemented quality control measures to uphold company standards.
Education
High School Diploma -
Carmel High School
Carmel NY06-2023
Skills
- Performance management
- Complex Problem-solving
- Safety procedures
- Verbal and written communication
- Decision-making
- Conflict resolution
- Emergency response
- Cross-functional teamwork
- Work prioritization
- Coaching and mentoring
- Salesforce management
- Strategic planning
- Customer service
- Team leadership
- Workforce management
- Staff development
- Task delegation
- Staff training and development
- Time management
- Sales management
- Customer relationship management (CRM)
- Clear communication
Affiliations
- Fashion
- Games (minecraft, fallout, skyrim)
- Fixing cars
- Reading
References
References available upon request.
Timeline
Manager
Own Jorden (DeliLand)
09.2023 - 11.2024
Manager
Alfredo Mazzotta
01.2023 - 07.2023
Restaurant Hostess
Vicky (Izumi)
10.2022 - 10.2024
Seasonal Worker
Kent Recreation
10.2022 - 08.2023
High School Diploma -
Carmel High School
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