SHAWNA FLEMING

Promoted often for superior performance. Also, a member of the Leadership Team from 2018-2024. Reported to the General Manager, and worked directly with all department leaders to determine best practices and procedures for the company's operations.

Customer Care Manager, 2021 - 2024

Continued all Customer Care Manager responsibilities listed below.

Marketing & Customer Care Manager, 2020 - 2021

Continued all Marketing Manager responsibilities listed below along with the following:

• Led and managed a team of 10 customer care specialists, including sales logistic specialists, production logistic specialists, inside sales, and permitting & engineering coordinators.
• Collaborated with other departments to ensure customers' needs were met promptly and accurately.
• Recruited and trained new employees to meet job requirements.
• Developed strategies for resolving escalated issues quickly while providing satisfactory outcomes.
• Monitored call volumes and adjusted staffing levels accordingly.
• Quality control through quality assessment by monitoring phone calls, coaching and training.
• Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
• Prepared documentation, reports, and logs to identify and manage sales metrics.
• Conducted regular performance reviews of customer service representatives.
• Revised department schedules to maximize coverage during peak hours.
• Remained calm and professional in stressful circumstances and effectively diffused tense situations.
• Planned and led team meetings to review business results and communicate new and ongoing priorities.
• Planned and delivered weekly training sessions to improve employee effectiveness and address areas of weakness.
• Evaluated existing processes and procedures for efficiency improvements.
• Created reports on key performance indicators such as conversion rates, response times, resolution rates, etc.

Marketing Manager, 2018 - 2020

• Developed and implemented marketing plans for the organization.
• Stayed abreast of changes in the marketing environment to best serve the objectives of the organization and adjusted company initiatives accordingly.
• Planned events such as webinars or seminars to engage customers.
• Tracked, analyzed and reported on marketing results.
• Tracked budgets for all marketing initiatives and provided regular updates.
• Performed market analysis to better understand target audiences.
• Formulated and launched marketing and promotional campaigns to maximize profits.
• Marketed products and services at tradeshows and promotional events.
• Coordinated with external vendors to produce promotional items such as t-shirts and mugs.
• Designed graphics and logos for advertisements, newsletters, and other marketing collateral.
• Developed social media marketing strategies to help brand company and increase sales.
• Worked with management team to oversee and monitor marketing strategy.
• Maintained relationships with key customers through regular communication.
• Collected and analyzed market research data for use in forecasting.
• Monitored competitors' activities to keep up with industry trends.
• Managed social media accounts and campaigns.
• Leveraged excel skills to input and compile data gathered from various sources.

Business Development Representative, 2015 - 2018

• Responsible for developing and maintaining new contacts in the industry as they related to promoting the company.
• Organized trade shows, conferences and other events to promote the brand image of the organization.
• Provided regular, detailed reports/documentation required from business meetings, seminars, tradeshows, etc.
• Participated in meetings with senior executives to discuss strategic objectives related to business development initiatives.
• Developed and implemented strategies to increase customer base and revenue growth.

Marketing Coordinator, 2012 - 2015

• Coordinated and implemented marketing communication projects with responsibilities that included public relations, special events management, advertising, and creating brand awareness.
• Organized the preparation of proposals and presentations using marketing resource materials such as brochures, data, slides, photographs, and reports.
• Prepared status reports on marketing efforts.

Bartender/Trainer

• Multitasked orders, cash register and product preparation under fast paced conditions
• Provided friendly customer service to all customers to insure correct order and satisfaction
• Coordinated with management to ensure a safe and inviting environment for all guests
• Maintained proper accountability and quality of products.
• Maintained knowledge of bar and menu options to prepare drinks and make food recommendations.
• Developed and conducted comprehensive training plans for new bartenders, emphasizing customer service, product knowledge, and responsible alcohol service.
• Ensured compliance with local health regulations related to food handling and alcohol service.
• Provided ongoing support to existing bartenders by providing guidance on techniques or processes when necessary.
• Instructed trainees on how to properly use POS systems as well as handle cash transactions accurately.
• Trained new bartenders on drink preparation and upselling techniques.
• Introduced bar staff to precision pouring and waste reduction tactics to lower liquor costs.
• Recognized by management for providing exceptional customer service.

• Assisted customers in opening checking and savings accounts and provided customers service for existing accounts
• Contacted customers to present information on available services such as deposit accounts, lines-of-credit, cash management and investment services
• Researched financial markets, interest rates and available financial products in order to provide clients with up-to-date and accurate information.
• Contacted new and existing customers to outline benefits of products.
• Offered sound financial recommendations to promote financial security, moving clients to take action.
• Discussed financial needs and goals to present investment options aligned with clients' financial status.
• Received and processed deposits, withdrawals and loan payments, keeping financial records up-to-date.
• Created customized plans tailored to each individual client's needs.
• Fostered relationships with new and existing customers through excellent customer service skills.

Bartender/Server/Trainer

• Served food and beverages to patrons and immediately remedied issues with orders.
• Presented menus and answered questions regarding items.
• Followed health safety guidelines when preparing and serving food products.
• Explained menu items, describing ingredients and cooking methods upon request.
• Communicated effectively with kitchen staff regarding customer allergies or special requests.
• Handled money transactions accurately while following company procedures for handling cash payments.
• Responded efficiently to guest inquiries and complaints in a professional manner.
• Multitasked orders and product preparation under fast paced conditions.
• Provided friendly customer service to all customers to insure correct order and satisfaction.
• Coordinated with management to ensure a safe and inviting environment for all guests.
• Maintained proper accountability and quality of products.
• Maintained knowledge of bar and menu options to prepare drinks and make food recommendations.
• Developed and conducted comprehensive training plans for new bartenders, emphasizing customer service, product knowledge, and responsible alcohol service.
• Ensured compliance with local health regulations related to food handling and alcohol service.
• Provided ongoing support to existing bartenders by providing guidance on techniques or processes when necessary.
• Instructed trainees on how to properly use POS systems as well as handle cash transactions accurately.
• Trained new bartenders on drink preparation and upselling techniques.
• Introduced bar staff to precision pouring and waste reduction tactics to lower liquor costs.
• Recognized by management for exceptional customer service.

Key Employee

• Managed day-to-day restaurant operations
• Supervised a minimum of 15 employees during each shift
• Collaborated with management to determine key tasks and delegate to staff members.
• Promoted service and selling culture to exceed customer expectations and build loyal consumer relationships.
• Assessed customer needs regularly and took proactive steps to address them accordingly.
• Facilitated and developed lasting relationships with clients to increase client retention.
• Built relationships with key clients by providing exceptional service.
• Trained and helped supervise staff to develop and maintain store revenue, team customer service skills and product knowledge.
• Resolved customer complaints in a timely manner.

Administrative Assistant

• Audited shift from previous night.
• Oversaw purchasing and inventory.
• Organized and coordinated shift for following day.
• Kept restaurant equipment functional and supplies well-stocked to promote efficient operations.

Headwaiter

• Responsible for balancing servers' money at the end of each shift.
• .Simplified the check-out process for servers and management.
• Assisted management with closing duties.
• Completed opening and closing checklists to ensure smooth restaurant operations.
• Assigned serving staff to specific stations throughout the restaurant.