Susanne McQueen
Cape Canaveral
Summary
Highly motivated and result-oriented professional with years of outstanding sales, customer service and management experience. Effective communicator, leader and problem solver who possesses the initiative to exceed goals and boost profit. Tenacious in building new business, securing client loyalty, and forging strong relationships with business partners.
Overview
36
36
years of professional experience
Work History
Store Manager
Zales The Diamond Store
04.2015 - 05.2020
- Preformed daily operation of Store to achieve sales and profit through leadership and training in accordance with Company standards, policies, systems, and procedures
- Attained sales and profit projections as set by the Company
- Maximized sales and standards performance of all Team Members
- Lead by example by exceeding Company performance standards for self and Store
- Cultivated and maintained productive relationships at all levels, making certain there is an atmosphere of teamwork and cooperation
- Consistently recruits and hired Team Members through effective interviewing and screening
- Fostered an environment of recognizing and developing Team Members through regular and consistent one-on-ones
- Maintained high level of Guest service and followup while utilizing Clienteling
Certified Trainer
UnitedHealthcare
05.2001 - 04.2012
- Assists with instructional design and training development
- Formulate training outlines and determine instructional methods, such as individual training, group instruction, lectures, demonstrations, workshops / hands on etc
- Select and / or develop training aids such as training handbooks, job aids etc
- Organize, coordinate and communicate training programs for the business
- Conduct new hire training and cross skilling sessions using innovative methods that increase retention and enhance cost effectiveness
- Responsible for measuring and tracking pre and post training performance
- Responsible for tracking assessment scores approved / standardized curriculum
- Develop strong relationships with all departments to gain knowledge of work situations requiring training
- Maintain trainee personnel records / learning history
- Deliver ongoing refresher / remedial training based on the development needs
- Monitor, record, and evaluate training activities and program effectiveness
Lead Server
Red Lobster Restaurant
01.1996 - 11.2001
- Managed high volume dining periods with effective time management and strong multitasking abilities.
- Oversaw daily operations of service team, delegated tasks, and trained new staff.
- Handled customer complaints professionally, resolving issues through diplomatic acknowledgment and commitment to service.
- Collaborated with kitchen staff to ensure accurate and timely delivery of meals, resulting in higher customer satisfaction rates.
- Implemented upselling techniques to boost average check size while still prioritizing guest satisfaction.
- Maintained clean and organized dining areas, ensuring a pleasant atmosphere for guests at all times.
- Mentored new servers, sharing best practices for exceptional service and fostering a positive work environment.
Lead Server Trainer
Olive Garden Restaurant
09.1991 - 05.1996
- Enhanced customer satisfaction by providing exceptional service and anticipating guest needs.
- Consistently met or exceeded sales targets by motivating team members to upsell menu items strategically.
- Coordinated section assignments for optimal coverage during peak dining hours, minimizing wait times
Banquet Server
The Biltmore Resort
03.1984 - 12.1989
- Served appetizers, delivered entrees, and refilled beverages for banquet guests.
- Managed multiple tasks simultaneously while maintaining composure under pressure in fast-paced banquet environments.
- Set up banquet tables and chairs based on event requirements.
- Demonstrated exceptional teamwork by collaborating with fellow servers to maintain a smooth flow of service during large-scale events.
- Assisted in setting up the event space, ensuring proper table arrangements and placement of utensils for seamless guest experience.
- Provided friendly, courteous service to create memorable moments for guests.
- Worked with banquet manager to coordinate event set up and schedule.
- Arranged linens and table settings according to seating plan and event theme.
- Increased overall event success by anticipating guests'' needs and promptly addressing requests or concerns.
Education
AAS - Radiation Therapy
SUNY Upstate Medical University
05.1996
AA - Business Administration
Adirondack Community College
05.1986
Skills
- Task management, prioritization, delegation, task separation, scheduling
- Active Listening
- Adaptability
- Communication
- Interpersonal communication
- Customer Service
- Decision Making
- Leadership
- Organization
- Teamwork
Timeline
Store Manager
Zales The Diamond Store
04.2015 - 05.2020
Certified Trainer
UnitedHealthcare
05.2001 - 04.2012
Lead Server
Red Lobster Restaurant
01.1996 - 11.2001
Lead Server Trainer
Olive Garden Restaurant
09.1991 - 05.1996
Banquet Server
The Biltmore Resort
03.1984 - 12.1989
AAS - Radiation Therapy
SUNY Upstate Medical University
AA - Business Administration
Adirondack Community College
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