Proactive professional with over 30 years of experience of customer driven management and entrepreneurial leadership. I am a hard worker, with a can-do attitude and a willingness to always go the extra mile to get the job done.
Overview
30
30
years of professional experience
1
1
Certification
Work History
General Manager
Bald Eagle Golf Club
04.2018 - Current
Recruited team members for maintaining adequate staffing levels according to projected sales
Used customer feedback for improving operations and building brand loyalty
Prepared financial reports, clearly explaining operational effectiveness, trends and variances
Planned and managed adequate inventory levels using computerized inventory system for meeting sales demands and minimizing loss
Real Estate Broker
Coldwell Banker Bain
09.2018 - Current
Cultivated lasting relationships with past clients through consistent follow-up contact to support their ongoing real estate needs or concerns.
Negotiated favorable contract terms for clients by effectively leveraging market knowledge and strong communication skills.
Negotiated real estate contracts to navigate transactions between buyers and sellers.
Facilitated successful negotiations between buyers and sellers to reach mutually beneficial agreements in a timely manner.
Restaurant General Manager
Breakwaters Bar & Grill
06.2016 - 03.2018
Uphold restaurant standards for food and beverage quality, team member engagement, financial goals, standard operating procedures and guest experiences
Monitored and trained service team members on suggestive selling practices and continuous sales growth of beverage, appetizer, add-on and desserts
Reconciled daily transactions, balanced cash registers and deposited restaurant's earnings at bank
Customer Service Manager
09.2015 - 06.2016
Greeted guests at tables and attended to guest needs to promote customer service and satisfaction
Implemented corrective actions for issues, continuously improving service results
Customer Service Manager
American Airlines
11.2014 - 09.2015
Interacted with customers to quickly handle escalated queries and complaints
Followed up with customers to drive satisfaction and gain service feedback
Customer Service Manager
Alaska Air Group Inc
07.2013 - 09.2014
Developed open and professional relationships with team members, enabling them to be more effective customer service agents
Audited customer service procedures and trends, driving process improvements
Customer Service Manager
03.1995 - 09.2012
Increased employee productivity by establishing and monitoring customer care performance indicators, service level metrics and goal achievement
Answered customer requests with friendly, knowledgeable service and support
Interviewed, hired and trained new quality-focused customer service representatives
Managed customer service staff by communicating expectations and monitoring and analyzing results
Education
High School Diploma -
Matthew McNair Senior Secondary School
Richmond, BC
06.1976
Skills
Records Organization and Management
Supervision and Training
Operational Efficiency and Safety
Real estate negotiation
Contract management
Client relationship management
Customer service
Team building
Problem solving
Operational management
Certification
BC Serving It Right
WA State Food Worker Card
Class 12 Mixologist Permit - WA State MAST
WA State Real Estate Broker
Timeline
Real Estate Broker
Coldwell Banker Bain
09.2018 - Current
General Manager
Bald Eagle Golf Club
04.2018 - Current
Restaurant General Manager
Breakwaters Bar & Grill
06.2016 - 03.2018
Customer Service Manager
09.2015 - 06.2016
Customer Service Manager
American Airlines
11.2014 - 09.2015
Customer Service Manager
Alaska Air Group Inc
07.2013 - 09.2014
Customer Service Manager
03.1995 - 09.2012
High School Diploma -
Matthew McNair Senior Secondary School
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