Morgan Massey
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. Equipped with sound judgment, good planning abilities and interpersonal communication strengths. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
16
16
years of professional experience
Work History
General Manager
Papa Joe's Restaurant
06.2013 - Current
- Developed and implemented strategies to increase sales and profitability.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Provided thoughtful guidance to personnel in navigating and resolving snags in productivity.
- Trained new employees on proper protocols and customer service standards.
- Interacted well with customers to build connections and nurture relationships.
- Assisted in recruiting, hiring and training of team members.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
Veterinary Technician
Banfield Pet Hospital
01.2015 - 06.2019
- Restrained animals to protect veterinarians from potential harm.
- Cleaned and disinfected exam areas, surgical equipment, and kennels to prevent diseases and control odors.
- Administered medications to animals in treatment and documented changes in condition.
- Prepared surgical instrument packs and drapes for use in sterile environments by processing in autoclave.
- Restocked surgical and office supplies to keep all necessary materials easily accessible.
- Collected patient biopsies and blood samples for laboratory analysis.
- Performed radiograph testing to assist doctors in making informed diagnoses and determining best treatment plans.
- Interacted with clients regarding animal health, questions and concerns, education on treatment protocol and general procedures.
Customer Service Associate
Martinizing Dry Cleaners
06.2011 - 06.2013
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Professional Cleaner
Tidy Maids
06.2011 - 06.2013
- Used time management and efficient cleaning methods to meet deadlines.
- Delivered quality customer service to address urgent needs and cleaning requests.
- Stocked cleaning supplies based on current workload and upcoming jobs.
- Handled equipment, chemicals, and materials properly and with caution.
- Organized and used industrial cleaning products following strict safety procedures.
Receptionist
Vimi's Nail Spa
09.2007 - 06.2009
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Kept reception area clean and neat to give visitors positive first impression.
- Answered phone promptly and directed incoming calls to correct offices.
Education
Associate of Science - Veterinary Technology
Brown Mackie Collage
Akron, OH10.2015
High School Diploma -
Stow-Munroe Falls High School
Stow, OH06.2009
Skills
- Cross-Functional Team Management
- Total Quality Management
- Operations Management
- Project Management
- Performance Improvement
- Supervision and Training
- Customer Experience
- Change Implementation
- Troubleshooting Expertise
- Administrative Skills
- Safety Protocols
- Marketing
Timeline
Veterinary Technician
Banfield Pet Hospital
01.2015 - 06.2019
General Manager
Papa Joe's Restaurant
06.2013 - Current
Customer Service Associate
Martinizing Dry Cleaners
06.2011 - 06.2013
Professional Cleaner
Tidy Maids
06.2011 - 06.2013
Receptionist
Vimi's Nail Spa
09.2007 - 06.2009
Associate of Science - Veterinary Technology
Brown Mackie Collage
High School Diploma -
Stow-Munroe Falls High School