Summary
Overview
Work History
Education
Skills
Timeline
Generic

Phoenix King

Urbandale,IA

Summary

Business-minded professional tackling any job task with gusto and precision, delivering executive support and team leadership to any business operation. Dependable and detail-oriented to manage multiple tasks and priorities.

Broad experience includes food service, hospitality, and management. Recognized for exemplary customer service and team collaboration. Demonstrates positive attitude and readiness to adapt to different situations.

Overview

12
12
years of professional experience

Work History

General Manager

Pancheros
Grimes, IA
09.2023 - Current
  • Managed all aspects of daily business operations including budgeting, staffing, scheduling, inventory control, customer service and sales.
  • Recruited, trained and empowered employees to achieve key performance indicators.
  • Tracked monthly sales to generate reports for business development planning.
  • Developed and implemented operational strategies to improve efficiency, reduce costs and maximize customer satisfaction.
  • Managed inventory levels and conducted corrective action planning to minimize long-term costs.
  • Delivered exceptional client experiences through hands-on leadership of associates and managers.
  • Ensured compliance with applicable laws, regulations and industry standards pertaining to operations management.
  • Directed safety operations and maintained clean work environment to adhere to FDA and OSHA requirements.
  • Implemented employee recognition programs to motivate staff members towards achieving organizational goals.
  • Exceeded the exceptions on raising daily sales and customer service.
  • Turned around Grimes location in 4 months time

General Manager

Spokane Casino
Spokane, WA
05.2022 - 09.2023
  • Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
  • Maintained knowledge of company products and services to promptly resolve complaints and concerns.
  • Conducted regular training sessions for staff on new products, services, and customer service techniques.
  • Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
  • Coordinated between various departments to resolve complex problems that require multiple steps or involve multiple teams.
  • Rolled out operational improvements and solutions to deliver top-notch customer service.
  • Completed thorough opening, closing and shift change functions to maintain operational standards each day.
  • Implemented campaigns and promotions to help with developing goods and services.
  • Forecasted customer demand to set prices or credit terms for goods or services.
  • Mitigated business risks by working closely with staff members and assessing performance.
  • Created effective business plans to focus strategic decisions on long-term objectives.

Customer Service Manager

Crystal's
St Louis, MO
02.2019 - 04.2022
  • Assisted with customer inquiries related to product information, order status, returns and exchanges, billing issues and more.
  • Tracked customer complaints and followed up to ensure resolution was achieved.
  • Communicated effectively with team members to ensure timely response times for customers.
  • Warmly greeted customers by employing positive telephone etiquette and asking well-rounded questions to identify issues.
  • Provided technical support when necessary to resolve complex problems.
  • Ensured that all customer queries were handled quickly and professionally.
  • Monitored customer feedback regularly to identify areas for improvement in services offered.
  • Maintained accurate records of customer interactions, transactions and comments in the database system.
  • Prepared detailed reports of daily activities for management review.
  • Actively sought out ways to improve operational efficiency within the team environment.
  • Applied product, industry and market knowledge to develop customized recommendations for individual customer needs.
  • Upsold additional products and services enhancing value of previous customer purchases and driving revenue growth.

Shift Lead/Trainer

Smashburger
St Louis, MO
01.2014 - 04.2019
  • Performed opening and closing procedures such as setting alarm systems, counting money.
  • Assisted in the training of new employees.
  • Obtained and organized manuals, guides and visual materials for development and training purposes.
  • Coached and trained employees and managed daily work assignments to enhance operations.
  • Created and offered additional materials to enhance training.
  • Maintained store appearance by cleaning, stocking shelves, and ensuring merchandise was properly displayed.
  • Handled cash register transactions accurately while providing excellent customer service.
  • Managed store operations during absence of Store Manager or Assistant Manager.
  • Delegated tasks to employees and monitored activities and task completion.
  • Ensured that all safety protocols were followed at all times.
  • Counted inventory, resolved discrepancies and completed paperwork to keep system accurate and current.
  • Taught staff upselling techniques to meet revenue targets.
  • Implemented company policies consistently across all shifts.
  • Managed schedules, accepted time off requests and maintained coverage for shifts.

Call Center Team Lead

Cox Communications
Portland, OR
08.2018 - 11.2018
  • Monitored incoming calls, emails, and chat messages for quality assurance purposes.
  • Facilitated communication between team members and management personnel.
  • Provided technical support related to phone systems or software applications used by agents.
  • Provided coaching and guidance to call center team members on customer service skills.
  • Resolved team support issues with efficient approach to keep call center operating smoothly and customers satisfied with services.
  • Encouraged team members to improve productivity and service levels by modeling correct behaviors and coaching employees.
  • Resolved escalated customer inquiries in a timely manner.
  • Collaborated with cross-functional teams to ensure customer satisfaction goals were met.
  • Mentored junior team members and managed employee relationships.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
  • Provided top quality control and eliminated downtime to maximize revenue.
  • Prevented key account losses by researching discrepancies and correcting problems.

Kitchen Manager

Global Quesadilla Company
St Louis, MO
09.2016 - 08.2018
  • Oversaw daily operations of the kitchen including meal preparation, cooking methods, portion sizes and plate presentation.
  • Ordered ingredients and supplies to maintain adequate inventory levels for the kitchen.
  • Performed weekly inventories of food items stored in refrigerators or freezers.
  • Trained new kitchen staff on proper food handling techniques and safety regulations.
  • Created weekly schedules for kitchen staff members based on anticipated business volume.
  • Promoted an atmosphere of teamwork among kitchen staff members by fostering open communication between team members.
  • Inspected equipment regularly to identify necessary repairs or replacements.
  • Oversaw meal preparation and monitored food handling to encourage safety.
  • Monitored sanitation practices to ensure that all employees adhere to health department regulations.
  • Maintained accurate records of food costs, labor costs, waste management and other related expenses.
  • Planned kitchen staff schedules to maximize coverage and encourage collaboration.
  • Worked with vendors to establish strong relationships and maintain proper inventory supplies.
  • Evaluated employee performance through observation of work habits, attitude toward customers and adherence to company policies.
  • Ensured compliance with all applicable local, state and federal laws governing food service operations.

Kitchen Manager

The Egg & I Restaurants
St Louis, MO
02.2015 - 12.2017
  • Trained new kitchen staff on proper food handling techniques and safety regulations.
  • Created weekly schedules for kitchen staff members based on anticipated business volume.
  • Trained employees on cooking techniques, safety standards and performance strategies.
  • Maintained accurate records of food costs, labor costs, waste management and other related expenses.
  • Maintained budgeted food costs using tools within inventory management system.
  • Resolved customer complaints in a timely manner while maintaining a positive attitude towards guests at all times.
  • Ensured compliance with all applicable local, state and federal laws governing food service operations.
  • Conducted regular staff meetings to discuss menu changes, safety protocols and performance reviews.
  • Interviewed, hired and supervised back of house staff to clean tables, remove dishes, take food to tables and assist servers and bartenders.
  • Consistently maintained high levels of cleanliness, organization, storage and sanitation of food and beverage products to ensure quality.
  • Oversaw food preparation, production and presentation according to quality standards.

Customer Service Cashier

Imos
St Louis, MO
05.2012 - 01.2014
  • Greeted customers and provided friendly customer service.
  • Collected credit card and cash payments to complete transactions for customer orders.
  • Handled customer complaints and concerns promptly, escalating complex issues to direct supervisor for quick resolution.
  • Assisted co-workers with tasks as needed to ensure smooth operations of the store.
  • Answered incoming phone calls from customers regarding product availability or store locations.
  • Stocked shelves, racks, cases, bins, and tables with new or transferred merchandise.
  • Maintained cleanliness of the checkout area by sweeping floors, emptying trash cans.
  • Refilled and rotated items on shelves to maintain well-stocked inventory.
  • Balanced cash drawers at the end of each shift.
  • Built loyal clientele through friendly interactions and consistent appreciation.
  • Informed customers of in-store promotions or pricing specials.
  • Verified that all coupons were valid prior to processing them into the system.
  • Delivered tactful discussions and diplomacy when responding to escalating situations.
  • Built and maintained productive relationships with employees.
  • Trained and mentored new cashiers to maximize performance with skilled, efficient and knowledgeable team members.

Education

Associate of Science - Phlebotomy

St Louis School of Phlebotomy
St Louis, MO
05-2022

High School Diploma -

Parkway West
St Louis, MO
05-2012

Skills

  • Staff Training and Development
  • Product Development
  • PC Competent
  • Sales Analysis
  • Networking Abilities
  • Inventory Control
  • Data Review
  • Policy/Program Development
  • Customer Experiences
  • Safety Protocol
  • Operations Management
  • New Business Development
  • Time and Resource Optimization
  • Succession Planning
  • Budget Administration
  • Administrative Skills
  • Problem Resolution
  • Skilled Negotiator
  • Time Management
  • Interpersonal Skills
  • Staffing
  • Proficient in POS
  • Verbal and Written Communication
  • Deadline-Oriented
  • Sound Judgment
  • Cost Reductions
  • Labor Cost Controls
  • Market Analysis
  • Marketing
  • Facility Management
  • Relationship Building
  • Product Analysis
  • Business Administration
  • Quality Management

Timeline

General Manager

Pancheros
09.2023 - Current

General Manager

Spokane Casino
05.2022 - 09.2023

Customer Service Manager

Crystal's
02.2019 - 04.2022

Call Center Team Lead

Cox Communications
08.2018 - 11.2018

Kitchen Manager

Global Quesadilla Company
09.2016 - 08.2018

Kitchen Manager

The Egg & I Restaurants
02.2015 - 12.2017

Shift Lead/Trainer

Smashburger
01.2014 - 04.2019

Customer Service Cashier

Imos
05.2012 - 01.2014

Associate of Science - Phlebotomy

St Louis School of Phlebotomy

High School Diploma -

Parkway West

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