TRACY EVANS
Point Roberts,WA
Summary
General Manager
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, BC06.1976
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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