Theresa LaForte
Kirkville,NY
Summary
Entrepreneurial hospitality expert and client support maestro with a strong focus on service excellence and innovative client relations. With over 15 years of experience in customer service and hospitality, I have a proven ability to build lasting client relationships and resolve complex issues. My expertise in digital marketing, cash control, and office management is instrumental in driving customer retention and business growth. Passionate about leveraging innovative strategies to enhance customer satisfaction and loyalty in dynamic environments.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Owner And Operator
Blue Iris Cleaning Services-Central NY
08.2020 - Current
- Manage business operations, achieving measurable growth in customer base and revenue
- Implement marketing strategies, leading to a notable rise in client acquisition
- Ensure compliance with legal standards, maintaining a flawless operational record
- Optimize financial planning, resulting in effective cash flow management
- Enhance online presence, driving substantial increases in website traffic
- Implemented rigorous quality control measures, ensuring consistent high standards across all cleaning projects and minimizing client complaints
- Spearheaded business growth strategies, expanding customer base and boosting revenue while maintaining impeccable operational standards and legal compliance
Server/Hostess
Joey's Italian Dining-East Syracuse, NY
11.2018 - 10.2019
- Efficiently managed high-volume tables, enhancing customer satisfaction and service speed
- Collaborated with kitchen team for timely, accurate meal delivery, improving dining experience
- Expertly handled cash and POS systems, ensuring precise transactions and balanced shifts
- Resolved customer issues swiftly, maintaining a positive atmosphere and repeat patronage
- Trained new staff on procedures, boosting team efficiency and service quality
- Orchestrated seamless dining experiences, managing multiple tables while ensuring timely food delivery and maintaining exceptional customer service standards
- Meticulously maintained cleanliness, balanced cash drawers, and adhered to food safety regulations, contributing to a safe and enjoyable dining environment
- Fostered strong teamwork with kitchen staff, coordinating special requests and dietary needs to deliver personalized dining experiences
- Resolved customer concerns promptly, turning potential issues into opportunities for enhancing guest satisfaction and loyalty
- Developed comprehensive product knowledge, offering tailored menu recommendations that elevated the dining experience and increased customer satisfaction
Bartender
Bull and Bear Roadhouse-East Syracuse, NY
11.2018 - 10.2019
- Engaged guests with friendly service, anticipating needs for enhanced satisfaction
- Coordinated with kitchen for prompt food delivery, ensuring seamless bar operations
- Handled cash transactions accurately, maintaining financial integrity at the bar
- Kept bar area clean and organized, adhering to health and safety standards
- Mixed and served diverse beverages, delivering quality in a high-demand environment
- Elevated guest satisfaction through personalized service, expertly crafting cocktails and fostering a welcoming atmosphere in a high-energy bar setting
- Ensured seamless bar operations by maintaining inventory, adhering to health regulations, and precisely managing cash transactions via POS system
- Orchestrated efficient service delivery by synergizing with kitchen staff, enhancing overall dining experience for bar patrons
Parts Counter/Customer Service Rep/Driver
Cunningham Auto-Kirkville, NY
04.2016 - 07.2018
- Provided exceptional customer service assisting customers with auto parts needs & recommend appropriate
- Managed inventory of auto parts, ensuring accurate stock levels and timely replenishment
- Processed sales transactions accurately and efficiently, utilizing point-of-sale systems
- Resolved customer complaints or issues regarding incorrect or defective auto parts, ensuring customer satisfaction
- Maintained a clean and organized counter area, creating an inviting shopping environment for customers
- Developed strong product knowledge in various automotive brands and models to effectively assist customers in finding the right parts
- Utilized excellent communication skills to build rapport with customers, resulting in repeat business
- Collaborated with mechanics or technicians to understand specific part requirements for different vehicle repairs
- Performed regular inventory audits to identify discrepancies or shortages
- Created detailed quotes for customers based on their specific auto part needs
- Assisted in managing returns or exchanges of faulty or incompatible auto parts according to company policies
- Demonstrated proficiency in using computer software systems for tracking sales orders, inventory management, and generating reports
- Cultivated relationships with local repair shops or dealerships as potential business partners
- Optimized inventory management, reducing stockouts and improving customer satisfaction
- Streamlined sales processes, resulting in faster transactions and increased efficiency
Dining Room Manager (Seasonal)
Inn at Taughannock Falls - The Inn Restaurant-Trumansburg, NY
06.2017 - 11.2017
- Managed a team of 12 front-of-house staff, providing training, coaching, and performance evaluations
- Collaborated with the kitchen staff to develop seasonal menus that showcased local ingredients and met customer preferences
- Maintained inventory levels by conducting regular audits, minimizing waste while ensuring adequate supply for daily operations
- Demonstrated exceptional problem-solving skills by resolving guest complaints promptly and effectively, resulting in 10% decrease in negative online reviews
- Instituted comprehensive training programs for FOH staff on menu knowledge, wine pairings, and service standards resulting in improved overall dining experience for guests
- Scheduled shifts efficiently based on forecasted business volume while maintaining labor cost within budgetary guidelines
- Liaised between FOH staff and management team to communicate operational updates, policy changes, and special promotions effectively
- Cultivated a positive work environment through effective leadership techniques including team-building activities and recognition programs resulting in increased employee morale
- Conducted regular performance evaluations for FOH staff members providing constructive feedback for improvement opportunities
- Mentored junior managers on best practices related to guest relations management leading to their professional growth within the organization
- Closely monitored compliance with health and safety regulations, ensuring a safe dining environment for both staff and guests
- Collaborated with the HR department to recruit, interview, and onboard new FOH staff members
- Developed and implemented training manuals for FOH staff covering service standards, POS system usage, and customer engagement techniques
- Conducted regular meetings with FOH staff to communicate updates on menu changes, specials, promotions, and upcoming events
- Streamlined front-of-house operations, enhancing customer satisfaction and staff efficiency
- Implemented data-driven strategies to optimize service delivery
- Fostered synergy between kitchen and dining staff, creating innovative seasonal menus that showcased local ingredients and met guest preferences
Bartender/Server
Greenwood Winery-East Syracuse, NY
09.2015 - 06.2017
- Crafted and served a wide variety of cocktails, beers, and wines to patrons in a fast-paced bar environment
- Maintained cleanliness and organization of the bar area, ensuring compliance with health and safety regulations
- Efficiently handled cash transactions and accurately processed payments using POS system
- Collaborated with kitchen staff to ensure timely delivery of food orders for customers seated at the bar
- Managed inventory levels by monitoring stock levels, placing orders for supplies, and conducting regular audits
- Provided exceptional customer service by engaging with guests in a friendly manner and anticipating their needs
- Trained new bartenders on drink preparation techniques, customer service standards, and POS system operation
- Implemented upselling strategies resulting in an increase in average check size by 8%
- Organized special events such as themed nights or live music performances to attract new customers
- Resolved customer complaints promptly and effectively to maintain high levels of satisfaction
- Elevated guest experiences through expertly crafted cocktails and personalized service, fostering a vibrant bar atmosphere and driving customer loyalty
Server
Bonefish Grill-Fayetteville, NY
04.2013 - 04.2016
- Consistently earned average 94% positive feedback ratings by establishing rapport with patrons and providing friendly, responsive service, enhancing customer satisfaction and loyalty
- Demonstrated exceptional multitasking skills during peak hours, accurately managing 6 tables
- Collaborated with kitchen staff to ensure timely delivery of food orders to customers along w/special requests, dietary restrictions to ensure accurate & timely preparation of meals
- Provided recommendations on menu items based on customer preferences and dietary restrictions
- Maintained cleanliness of dining area by promptly clearing tables, sanitizing surfaces, restocking supplies as needed
- Handled cash transactions accurately using POS system while maintaining a balanced cash drawer at the end of each shift
- Adhered to all food safety regulations to ensure the health and well-being of customers
- Communicated effectively with team members to coordinate table assignments for efficient seating arrangements
- Resolved customer complaints or concerns promptly and professionally to ensure a positive dining experience
- Worked jointly with bartenders to prepare specialty cocktails according to established recipes and standards
- Assisted in training new servers on restaurant policies, procedures, and best practices for delivering excellent customer service
- Maintained inventory levels of supplies: napkins, utensils, condiments etc
- Ensuring availability during peak hours
- Suggested daily specials resulting in increased sales by 14%
- Developed strong product knowledge including ingredients used in dishes allowing me provide detailed information about menu items
- Maintained accurate record keeping for guest reservations ensuring smooth operations during busy periods
- Assisted in the setup and breakdown of dining areas for special events, ensuring a seamless transition between services
- Performed multiple tasks simultaneously while maintaining a high level of professionalism and efficiency
- Trained new staff members on restaurant procedures, menu items, and customer service standards
- Maintained knowledge of current promotions, specials, and menu changes to effectively communicate with customers
- Delivered exceptional customer service, managing multiple tables while maintaining high-quality dining experiences for patrons
Dealer Customer Service Rep.
Stickley Furniture-Manlius, NY
09.2009 - 04.2012
- Provided exceptional customer service by promptly responding to inquiries and resolving issues
- Managed a high volume of incoming calls and emails, consistently meeting or exceeding the department's average response time
- Built strong relationships with customers through active listening and empathy
- Assisted customers with product selection, order placement, and tracking shipments, ensuring accurate and timely delivery
- Utilized CRM software, (STORIS & 4th Shift) to document customer interactions and maintain accurate records for future reference
- Collaborated with cross-functional teams including sales, marketing, and operations to address complex customer inquiries or issues
- Provided product knowledge training to new hires as part of the onboarding process to ensure consistent service quality across the team
- Streamlined customer service processes, significantly reducing response times and enhancing overall satisfaction for Stickley Furniture clients
- Fostered cross-departmental relationships to swiftly resolve complex customer issues, ensuring seamless product delivery and installation
- Meticulously managed customer records and order details, minimizing errors and enhancing the efficiency of the order fulfillment process
Education
Associate of Science -
State University of New York At Canton
Canton, NYSkills
- Client Negotiation
- Restaurant Management
- Effective Communication
- Bartending & Serving
- Pricing
- Labor Cost Analysis
- Property Maintenance
- Payroll
- Hospitality
- Cash Control
- Upselling
- Event Planning
- Food Safety
- Budgeting
- Digital Marketing
- Office Management
- Small business operations
- Customer relations
- Relationship building
- Client service
- Staff management
- Team oversight
- Hiring and staffing
- Attention to detail
- Decision-making
- Teamwork and collaboration
- Team leadership
- Customer service management
- Scheduling
- Goal setting
- Quality assurance
- Inventory control
- Inventory management
- Purchasing and planning
- Schedule management
- Records organization and management
- Desktops, laptops, and mobile devices
- Customer retention
- Staff training/development
- Delegating work
- Hiring and onboarding
Certification
Driver's License
Assessments
- Food service: Customer situations, Proficient
- Administrative assistant/receptionist, Proficient
- Project timeline management, Proficient
- Management & leadership skills: Planning & execution, Proficient
- Teamwork: Interpersonal skills, Proficient
- Food safety, Proficient
- Sales skills, Proficient
- Customer service, Proficient
- Attention to detail, Proficient
- Bartending, Proficient
- Work style: Reliability, Proficient
- Restaurant manager, Proficient
- Customer focus & orientation, Proficient
- Legal skills, Proficient
Timeline
Owner And Operator
Blue Iris Cleaning Services-Central NY
08.2020 - Current
Server/Hostess
Joey's Italian Dining-East Syracuse, NY
11.2018 - 10.2019
Bartender
Bull and Bear Roadhouse-East Syracuse, NY
11.2018 - 10.2019
Dining Room Manager (Seasonal)
Inn at Taughannock Falls - The Inn Restaurant-Trumansburg, NY
06.2017 - 11.2017
Parts Counter/Customer Service Rep/Driver
Cunningham Auto-Kirkville, NY
04.2016 - 07.2018
Bartender/Server
Greenwood Winery-East Syracuse, NY
09.2015 - 06.2017
Server
Bonefish Grill-Fayetteville, NY
04.2013 - 04.2016
Dealer Customer Service Rep.
Stickley Furniture-Manlius, NY
09.2009 - 04.2012
Driver's License
Associate of Science -
State University of New York At Canton
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