Thomas Ferncez, Jr
Hemet,CA
Summary
Results-driven Customer Service and Sales Professional with over 17 years of diverse experience in the hospitality, retail, and entertainment industries. Proven track record of delivering exceptional guest service, exceeding sales targets, and enhancing customer satisfaction. Skilled in supervision, team training, problem-solving, and operational standards maintenance.
Overview
17
17
+Years of professional experience
Work History
Busser
Vivo Italian Kitchen, Universal Orlando Resort
12 2019 - 09 2023
- Enhanced guest experience by 15%, through consistent table maintenance, including crumb sweeping and resetting silverware as needed.
- Improved service efficiency by 20% collaborated with fellow bussers and servers to create efficient flow during peak hours.,
- Contributed to 10% increase in positive customer reviews by worked closely with management on implementing new policies or procedures for improved performance in bussing department.
Customer Experience Manager
Five Below
12.2018 - 04.2021
- Fostered positive environment leading to increased customer satisfaction and repeat business, achieved sales targets through effective team coaching and analysis of customer feedback, and implemented customer service initiatives focusing on readiness and loss prevention.
- Motivated team members through recognition programs focused on rewarding high performers.
- Enhanced customer experiences by analyzing feedback and implementing targeted improvements.
- Trained and mentored junior staff members on visual merchandising best practices, improving overall team performance.
Server
Carrabba’s Italian Grill
03 2016 - 12 2020
- Provided prompt and personalized service resulting in increased positive feedback and repeat business, collaborated seamlessly with team members to create positive dining experience, and demonstrated efficiency in operations by accurately processing orders, handling cash transactions, and showcasing extensive menu knowledge.
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Assisted in training new hires, providing guidance on restaurant standards and best practices.
- Supported needs of 20-person wait staff who attended to specific needs of countless customers daily for bustling Italian-American restaurant with social relevancy and intentionality.
Night Audit Supervisor
Bohemian Hotel Celebration, Celebration
02.2018 - 03.2020
- Orchestrated guest services and communication ensuring seamless and professional guest experience, oversaw financial reporting processes ensuring accuracy and compliance with company standards, and achieved 15% increase in revenue through effective upselling techniques and enhanced guest experiences.
- Upheld strict adherence to safety protocols throughout property during nighttime hours, maintaining secure environment for both guests and staff members.
Sales Leader
Universal Orlando Resort
02 2017 - 02 2018
- Cultivated winning sales culture that fostered teamwork, motivation, and shared success among team members.
- Conducted regular performance evaluations for team members, identifying areas of improvement and implementing personalized coaching plans accordingly which led to exceed sales goals by 20%.
- Delivered exceptional customer service by addressing concerns promptly and proactively offering solutions to issues that arose during complex transactions.
Reservations Agent
The Villas of Grand Cypress
04 2016 - 04 2017
- Collaborated with colleagues to develop strategies for improving overall team performance and guest experience.
- Provided outstanding customer service by addressing client inquiries and resolving issues professionally and courteously.
- Ensured seamless communication between front desk staff and reservations department for smooth guest check-in experiences.
- Handled reservations and answered questions from interested patrons for busy boutique 120-room resort located within moments of Walt Disney World Resort.
Group Call-In Agent
Loews Hotels
04.2015 - 04.2016
- Booked small wedding and large group conference reservations as guests called in for specifically designated blocks, and resolved reservation challenges promptly maintaining high level of customer satisfaction.
- Used Opera to prepare sales reports containing customer information related to products and services purchased.
- Streamlined internal processes for improved efficiency and productivity within call center,
Reservations Agent
The Villas of Grand Cypress
05 2014 - 04 2015
- Maintained expert knowledge of available room types, pricing structures, and promotional offers to optimize revenue generation.
- Utilized advanced reservation software systems effectively to manage bookings, track availability, and update guest records accurately.
- Assisted in increasing hotel occupancy rates through proactive upselling of rooms, packages, and additional services.
- Handled reservations and answered questions from interested patrons for busy 120 room resort.
Itinerary Planner
The Walt Disney Travel Company
03 2013 - 02 2014
- Created personalized vacation itineraries resulting in 25% increase in guest satisfaction ratings, and developed effective partnerships with vendors leading to improved guest experiences during their vacations.
Co-Manager
Forever 21, Garden State Plaza
11.2012 - 03.2013
- Led team to achieve 10% increase in sales through effective coaching and motivation strategies, and implemented operational improvements that resulted in 15% reduction in customer complaints.
- Partnered with other Co-Managers to share best practices, learn from collective experiences, and improve overall store performance.
- Maintained team efficiency by strategically delegating daily activities, monitoring output and rewarding positive contributions.
Store Manager
The Children’s Place
03.2007 - 10.2012
- Implemented staff training programs that led to 20% increase in employee productivity, and achieved 15% increase in store revenue through strategic merchandising and sales promotion initiatives.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Conducted regular performance reviews for staff members, providing constructive feedback and opportunities for growth.
Education
High School Diploma - General Studies
06.2000
Skills
- Data Analytics
- Training programs
- Program Improvement
- Performance Evaluations
- Training and Onboarding
- Staff Management
- Microsoft Office
- Relationship Building
- Brand Development
- Calendar Management
- Creative and Innovative
- P&L Management
- Marketing Program Management
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Experience Manager - Five Below
12.2018 - 04.2021
Night Audit Supervisor - Bohemian Hotel Celebration, Celebration
02.2018 - 03.2020
Group Call-In Agent - Loews Hotels
04.2015 - 04.2016
Co-Manager - Forever 21, Garden State Plaza
11.2012 - 03.2013
Store Manager - The Children’s Place
03.2007 - 10.2012
Busser - Vivo Italian Kitchen, Universal Orlando Resort
12 2019 - 09 2023
Server - Carrabba’s Italian Grill
03 2016 - 12 2020
Sales Leader - Universal Orlando Resort
02 2017 - 02 2018
Reservations Agent - The Villas of Grand Cypress
04 2016 - 04 2017
Reservations Agent - The Villas of Grand Cypress
05 2014 - 04 2015
Itinerary Planner - The Walt Disney Travel Company
03 2013 - 02 2014
Redlands East Valley High School - High School Diploma, General Studies
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