SirRichard Ford
Guest Service Manager
New York,NY
Summary
Multi-talented customer service professional looking to take on increasing responsibility. Adept at operating in fast-paced environments and maintaining calm in challenging situations. 10+ years of experience.
Energetic hospitality professional with strong communication and conflict-resolution skills. Promotes high-quality service delivery through consistent guest engagement and attention to detail.
Overview
18
18
years of professional experience
Work History
Guest Service Manager
Madison Square Garden, MSG
Manhattan, NY
11.2021 - 02.2024
- Assisted in the recruitment, training and management of Guest Service staff.
- Monitored customer service operations to ensure quality standards were met.
- Developed strategies to increase customer satisfaction levels and reduce customer complaints.
- Conducted regular performance reviews for guest service staff members.
- Prepared weekly schedules for all guest service personnel.
- Coordinated special events or activities related to guest services.
Guest Services Supervisor
Radio City Music Hall
New York, NY
10.2011 - 11.2021
- Oversaw training of new team members and mentored each to promote productivity, accuracy and friendly service.
- Completed research on complex problems and resolved issues in a timely manner.
- Filled out documentation and logs each day and created weekly reports detailing activities.
- Answered customer requests with friendly, knowledgeable service and support.
- Held each team member accountable for achieving brand and performance goals.
- Handled escalated customer complaints and disputes professionally and within company guidelines.
Driver Helper/Pre-Loader
United Parcel Service
Manhattan, NY
03.2007 - 08.2009
- Loaded products weighing up to 75 pounds onto trailers for delivery.
- Selected products for specific routes according to pick sheets.
- Unloaded, picked, staged and loaded products for shipping.
- Worked at a rapid pace to meet tight deadlines.
- Operated powered lift trucks, floor sweepers, pallet jacks and forklifts safely and with a 0% incident rate.
- Contacted customers prior to delivery to confirm and coordinate delivery times.
- Transported goods from racks, shelves and vehicles.
Cashier Team Lead
Target Corporation
The Bronx, NY
10.2005 - 02.2007
- Attended 2/3 team meetings each month to voice concerns and offer constructive feedback to others.
- Balanced the needs of multiple customers simultaneously in a fast-paced retail environment.
- Built and maintained effective relationships with peers and upper management.
- Collaborated with customer service team members to give exceptional service throughout the entire shopping and purchasing experience.
- Assisted cashiers with resolving customer complaints and inquiries.
Education
Bachelor of Science - Business
Lehman College of the City University of New York
The Bronx, NY2010
Skills
- Proficient in (Power Point & Excel)
- Team management
- Organized
- Proficient in MS Office
- Excellent multi-tasker
- Dependable and reliable
- Customer service expert
- Flexible schedule
- Staff Training and Development
Timeline
Guest Service Manager
Madison Square Garden, MSG
11.2021 - 02.2024
Guest Services Supervisor
Radio City Music Hall
10.2011 - 11.2021
Driver Helper/Pre-Loader
United Parcel Service
03.2007 - 08.2009
Cashier Team Lead
Target Corporation
10.2005 - 02.2007
Bachelor of Science - Business
Lehman College of the City University of New York
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