Taylor Beaver
Cherryville,NC
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
11
11
years of professional experience
Work History
Guest Experience Service Manager
Sonic Automotive
08.2023 - Current
- Monitored shift changes to uphold successful operations strategies and maximize business success.
- Resolved Store and Guest complaints in professional and timely manner.
- Developed and maintained positive relationships with store and guest to build rapport and trust.
- Continuously reviewed service offerings to identify areas for improvement or expansion based on store or guest feedback.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Maintained professional demeanor by staying calm when addressing unhappy or angry store or guest.
- Monitored team performance, adhered to service level agreements and provided detailed job training.
- Met with stores to discuss service needs and develop effective and practical solutions.
- Defined clear targets and objectives and communicated to other team members.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Launched quality assurance practices for each phase of development
- Hired, trained and supervised team of service staff members to meet business goals.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
Guest Experience Sales
Sonic Automotive
04.2021 - 08.2023
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Updated account information to maintain customer records.
- Provided excellent customer care by responding to requests, working incoming leads, reaching out to guest as vehicle is inquired upon.
- Maintained up-to-date knowledge of product and service changes.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Implemented and developed customer service training processes.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Implemented feedback loops that encouraged continuous improvement among team members by sharing insights.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Answered constant flow of customer calls with minimal wait times.
- Conducted training sessions for Customer Service Representatives on various aspects of the job including soft skills development, product knowledge enhancement, and procedural updates.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Participated in ongoing training programs to stay current on industry trends, products, and best practices.
- Presented professional image consistent with company's brand values.
- Attended monthly sales meetings and quarterly sales trainings.
Assistant General Manager
Buffalo Wild Wings
07.2019 - 03.2021
- Maintained well-controlled business inventory with minimal losses by enforcing solid monitoring and management structures.
- Improved employee morale through recognition programs that acknowledged individual achievements and team successes.
- Developed and implemented policies and procedures to improve customer service and satisfaction.
- Reported issues to higher management with great detail.
- Managed budget implementations, employee evaluations, and contract details.
- Implemented staff training programs that improved service quality and increased customer loyalty.
- Ensured compliance with all health department regulations by implementing strict sanitation guidelines throughout the establishment.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Managed team schedule with eye for coverage needs and individual strengths.
- Handled cash accurately and prepared deposits.
- Motivated, trained, and disciplined employees to maximize performance.
- Collaborated with the General Manager on marketing initiatives to drive sales growth.
Front of House Manager
Buffalo Wild Wings
04.2016 - 07.2019
- Created a culture of teamwork among staff members by encouraging collaboration in problem-solving tasks related to front-of-house operations.
- Purchased food and cultivated strong vendor relationships.
- Developed and maintained relationships with vendors and other business partners to establish trust and build rapport.
- Inspected stocks to identify shortages, replenish supply and maintain consistent inventory.
- Reduced inaccuracies by carefully counting cash and keeping meticulous records of transactions.
- Reduced wait times for customers by optimizing seating arrangements and implementing effective table management practices.
- Coordinated with suppliers to establish timely delivery of food and beverage items.
- Maintained positive team environment by encouraging teamwork and respect in accordance with company mission.
- Monitored inventory levels closely to minimize waste while keeping costs under control through careful planning and purchasing decisions.
- Addressed guest concerns and resolved all issues to guests' satisfaction.
Server / Bartender
Buffalo Wild Wings
06.2013 - 04.2016
- Printed dining checks with total due, collected payment and offered receipts to complete transactions.
- Learned and followed local alcohol laws to keep restaurant compliant with regulations while serving alcohol.
- Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
- Maintained a clean and orderly dining area for an enjoyable guest experience.
- Seated customers in timely manner by managing reservations and waitlists skillfully.
- Checked guests' identification before serving alcoholic beverages.
- Followed health and safety protocols crucial for maintaining safe and sanitary environments for customers and staff.
- Used slow periods to restock supplies, ice, trays, and other inventory needs.
- Maximized table turnover rate by efficiently managing reservations and seating arrangements.
- Processed orders and sent to kitchen employees for preparation.
- Handled cash transactions accurately, contributing to balanced daily financial reports.
Education
Applied Sciences / Cosmetology
Cleveland Community College
Shelby, NC05.2016
Skills
- New Employee Hiring
- Project Management
- Customer Service Management
- Staff Development
- Computer Skills
- Professional and Courteous
- Business Analysis and Reporting
- Client Retention Strategies
- Employee Relations
- Goal-Oriented
Timeline
Guest Experience Service Manager
Sonic Automotive
08.2023 - Current
Guest Experience Sales
Sonic Automotive
04.2021 - 08.2023
Assistant General Manager
Buffalo Wild Wings
07.2019 - 03.2021
Front of House Manager
Buffalo Wild Wings
04.2016 - 07.2019
Server / Bartender
Buffalo Wild Wings
06.2013 - 04.2016
Applied Sciences / Cosmetology
Cleveland Community College
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