Richard Baptiste
Miami,Florida
Summary
Dependable and driven, trained supervisor with extensive experience. With 18 years of combined experience, I am a skilled, industrious, and passionate professional looking for a position in management or one that aligns with my expertise and skills.
Overview
19
19
years of professional experience
Work History
Customer Service Relations Manager
Lennar Homes
Miami- Ft. Lauderdale, Florida
05.2021 - 03.2024
- Manage day to day field operations of CRM and resolve homeowner / trade conflicts to ensure service requests are being completed in accordance with the Lennar 1-2-10 warranty
- Ensure all homes are 100% complete prior homeowner orientation
- Responsible for reviewing daily all new and previously opened customer care service requests to ensure proper compliance and prompt resolutions
- Responsible for the overall customer care experience of each homeowner
- Responsible for performing Quality Inspections and QA sign offs on home-sites in assigned communities
- Work closely with the construction team to ensure open communication on all matters; develop a strong environment conducive to proactive resolution of issues and strong commitment to producing a quality product.
Bartender and Server
TGI Friday's
Miami, Florida
02.2009 - 05.2021
- Managed bar inventory, restocked supplies and placed orders
- Up sold to customers, driving up per sale revenues and maximizing profits
- Maintained alcoholic beverages well-stocked and organized to meet expected demands
- Applied excellent organizational and multitasking abilities to handle simultaneous customer, team and business needs while avoiding unnecessary delays or errors
- Developed unique drink and cocktail offerings on monthly basis as part of seasonal offerings
- Poured and prepared mixed drinks for over 50 customers daily and created new libations drawing in clientele
- Handled $2,000.00 cash on daily basis, which built trustworthiness and loyalty with management
- Maintained secure cash drawers.
Restaurant Supervisor
TGI Friday's
Miami, Florida
03.2016 - 05.2019
- Continuously evaluated business operations to effectively align workflows for optimal area coverage and customer satisfaction
- Coordinated team members with focus on productivity, efficiency, and enhancing customer experience
- Resolved challenging customer complaints to full satisfaction, promoting brand loyalty and maximizing repeat business
- Monitored staff performance, enforcing adherence to policies, procedures, regulations, health codes, license requirements, and top service standards
- Led and directed team members on effective methods, operations, and procedures
- Oversaw front of house and back of the house personnel, to maintain adequate staffing and minimize overtime
- Correctly calculated inventory and ordered appropriate supplies.
Librarian Assistant
West Kendall Regional Library
Miami, Florida
06.2005 - 04.2009
- Kept detailed records of lending transactions and library users
- Marketed library's many services to visitors and patrons through active communication
- Stayed up to date on references, card catalogs and automated information systems to teach and educate patrons
- Aided and supported staff in regard to facility maintenance, security and services
- Maintained accurate records and confidentiality of library book and periodical inventory
- Responded to numerous reference calls daily, helping patrons with specific information needs
- Trained staff, students and faculty on use of library technology
- Scheduled and coordinated use of library equipment
- Closely monitored front desk visitors to maintain secure and clean environment.
Education
Bachelor of Science - Hospitality Management
Florida International University
Miami, Florida06.2009
Skills
- Networking
- Customer service
- Filing and data archiving
- Multi-line phone proficiency
- Computer assistance
- Written and oral communication
- Administrative support
- Team management
- Supervision
- Communications
- High-volume calls
- Guest relations management
- Liquor, beer, and wine knowledge
- Exceptionally reliable
- Hospitality service expertise
Languages
- Creole
- English
References
References available upon request
Timeline
Customer Service Relations Manager
Lennar Homes
05.2021 - 03.2024
Restaurant Supervisor
TGI Friday's
03.2016 - 05.2019
Bartender and Server
TGI Friday's
02.2009 - 05.2021
Librarian Assistant
West Kendall Regional Library
06.2005 - 04.2009
Bachelor of Science - Hospitality Management
Florida International University
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