Roger L. Snook Jr
Communications
Lawrence,MA
Those who cannot remember the past are condemned to repeat it
George Santayana
Summary
Knowledgeable and dedicated customer service professional with extensive experience in retail industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
10
10
years of professional experience
Work History
Customer Service & Catering Director
Chick-fil-A
Methuen, Salem, MA, NH
11.2018 - 01.2023
- Managed inbound and outbound calls to customers regarding catering orders
- Developed maintenance and cleaning protocols for two restaurants
- Recruited, hired, and trained staff for customer-friendly facing roles
- Increased customer usage of the company app through email campaigns.
General Manager
J.P. Licks
Wellesley, MA
01.2018 - 09.2018
- Recruited, hired, and trained staff for customer-friendly facing roles
- Ordered and maintained inventory levels for a $1,000,000 store
- Increased customer usage of company loyalty card/app through face-to-face interactions.
Hospitality Director
Chick-fil-A
The Woodlands, TX
11.2016 - 12.2017
- Collaborated with the leadership team to develop outside catering sales of over 80% for Q1 2017 by developing new business relationships in the community
- Initiated a new VIP loyalty program by engaging personally with frequent guests of the restaurant.
Marketing & Hospitality Director
Chick-fil-A
Little Rock, AR
03.2014 - 11.2016
- Crafted and executed marketing strategy and budget for two multi-million dollar Chick-fil-A franchise locations
- Strategized with the leadership team to reach quarterly and annual sales and performance goals
- Developed a new community partnership with a local university, leading to a 3-5% monthly sales gain in Q1 2016
- Coordinated market-level activations
- (Komen Race for the Cure, Cow Appreciation Day, Taste of
- Little Rock and other city-wide events)
- Reviewed guest hospitality experience, and coached team members for more effective engagement with customers.
Senior Area Manager
SMS-NA
Little Rock, AR
11.2013 - 01.2014
- Consulted with owners of small and medium-sized businesses and provide them with services to increase profitability in their business and life.
Financial Advisor
Edward Jones
Little Rock, AR
01.2013 - 10.2013
- Assisted individuals and small businesses in planning for their long-term financial goals
- Utilized the most up-to-date investment information, coupled with active listening to determine a client's suitability.
Education
Bachelor of Arts - Communication Arts
MA - Business Administration
Skills
Public speaking
Customer-focused
Research and due diligence
Team Building
Personnel training and development
Staff Management
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Service & Catering Director - Chick-fil-A
11.2018 - 01.2023
General Manager - J.P. Licks
01.2018 - 09.2018
Hospitality Director - Chick-fil-A
11.2016 - 12.2017
Marketing & Hospitality Director - Chick-fil-A
03.2014 - 11.2016
Senior Area Manager - SMS-NA
11.2013 - 01.2014
Financial Advisor - Edward Jones
01.2013 - 10.2013
Eastern Nazarene College - Bachelor of Arts, Communication Arts
Gordon College - MA, Business Administration