Stephanie Claeys
Newark,NY
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading, and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring, and morale-building abilities to enhance employee engagement and boost performance.
Overview
16
16
years of professional experience
1
1
Certification
Work History
General Manager
Dunkin'
08.2023 - Current
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Maximized operational excellence by mentoring personnel on management principles, industry practices, and company procedures.
- Formulated policies and procedures to streamline operations.
- Provided thoughtful guidance to personnel in navigating and resolving snags in productivity.
- Trained new employees on proper protocols and customer service standards.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Assisted in recruiting, hiring and training of team members.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
General Manager
Indus Hospitality Group
04.2021 - 05.2023
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations
- Monitored financial performance, set budgets, and controlled expenses to provide financial stability and long-term organizational growth
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems
- Maintain inventories, ordered product/supplies as needed
- Developed and maintained relationships with customers and suppliers through account development
- Scheduled employees for shifts, taking into account customer traffic and employee strengths
- Assisted in recruiting, hiring and training of team members
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
Hotel Rooms Controller
Del Lago Resort Casino
06.2017 - 04.2021
- Coordinated check-in and pre-registration procedures for arriving groups
- Registered guests and relayed pertinent information about available amenities and events taking place at facility
- Implemented appropriate booking strategies to verify reservation accuracy and provide service excellence
- Followed-up with guests to resolve requests or problems to complete satisfaction
- Processed all guest check-ins, activated room keys and secured valid payments
- Inspected rooms for damages and sufficient housekeeping practices
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process
- Developed and maintained positive relationships with guests for satisfaction
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
Accounting Clerk
Wegmans
10.2013 - 06.2017
- Maintained accurate and complete documentation to facilitate accounting and filing functions
- Maintained accounting records utilizing in-house and client systems
- Identified and resolved internal accounting variances, promoting data accuracy
- Completed financial reports, providing insight into performance, operations and cash flow.
Service Desk Associate
Wegmans
10.2013 - 06.2017
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
- Investigated and resolved customer inquiries and complaints quickly
- Responded to customer requests, offering excellent support and tailored recommendations to address needs
- Met customer call guidelines for service levels, handle time and productivity
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
Cashier
Wegmans
10.2013 - 06.2017
- Greeted customers entering store and responded promptly to customer needs
- Built relationships with customers to encourage repeat business
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels
- Worked flexible schedule and extra shifts to meet business needs
- Performed cash, card and check transactions to complete customer purchases.
Pantry Chef
Geneva On The Lake
05.2013 - 09.2013
- Coordinated with team members to prepare orders on time
- Assisted with menu development and planning
- Disciplined and dedicated to meeting high-quality standards
- Evaluated food products to verify freshness and quality.
Material Service Coordinator
IEC Electronics
11.2007 - 03.2013
- Coordinated the needs of Buyers to issue parts to machine operators
- Used PMS system to issue, return, or scrap parts
- Worked with multiple departments and managers to resolve issues when lines went down
- Assisted other stock room departments as needed (shipping, receiving, kitting (making kits for lines) etc).
Education
Bachelor of Science - Psychology
University of Phoenix
Phoenix, AZ06.2021
Associate of Arts - Business
University of Phoenix
Phoenix, AZ01.2014
Skills
- Performance Analysis
- Supervision and Training
- Time Management
- Process Improvement
- Customer Experience
- Employee Scheduling
- Interpersonal Skills
- Strategic Planning
- Budgeting and Cost Control Strategies
- Administrative Skills
- Verbal and Written Communication
- Office Management
- Recruiting
- Operations Management
- Management
- Schedule Management
- Business Administration
Certification
ServSafe, 09/01/28
Assessments
- Project timeline management, Proficient, 12/01/20
- Management & leadership skills: Planning & execution, Proficient, 03/01/23
- Administrative assistant/receptionist, Proficient, 05/01/23
- General manager (hospitality), Proficient, 03/01/23
- Bookkeeping, Proficient, 03/01/23
- Supervisory skills: Motivating & assessing employees, Proficient, 03/01/23
- Management & leadership skills: Impact & influence, Proficient, 03/01/23
- Office manager, Proficient, 05/01/23
Timeline
General Manager
Dunkin'
08.2023 - Current
General Manager
Indus Hospitality Group
04.2021 - 05.2023
Hotel Rooms Controller
Del Lago Resort Casino
06.2017 - 04.2021
Accounting Clerk
Wegmans
10.2013 - 06.2017
Service Desk Associate
Wegmans
10.2013 - 06.2017
Cashier
Wegmans
10.2013 - 06.2017
Pantry Chef
Geneva On The Lake
05.2013 - 09.2013
Material Service Coordinator
IEC Electronics
11.2007 - 03.2013
Bachelor of Science - Psychology
University of Phoenix
Associate of Arts - Business
University of Phoenix