Tracy Evans
Tsawwassen,BC
Summary
Dynamic General Manager with a proven track record, excelling in operations management and customer relations. Expert in problem resolution and staff motivation, I transformed customer feedback into loyalty, enhancing service quality and efficiency. Committed to fostering strong team collaboration, whilst maintaining a safe work environment.
Overview
30
30
years of professional experience
Work History
General Manager
Point Roberts Golf & Country Club
04.2018 - 07.2025
- Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
- Formulated policies and procedures to streamline operations.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
- Provided thoughtful guidance to personnel in navigating and resolving snags in productivity.
- Addressed customer complaints and feedback with immediate action, turning dissatisfied customers into loyal patrons.
Restaurant Manager/Restaurant Owner
Compass Rose Bar & Grill/Breakwaters Bar & Grill
06.2016 - 03.2018
- Managed daily operations to ensure a high level of efficiency, consistency, and quality in both food and service.
- Carefully interviewed, selected, trained, and supervised staff.
- Met, greeted, and encouraged feedback from customers and used feedback to implement positive changes within restaurant.
- Reconciled cash and credit card transactions to maintain accurate records.
- Promoted positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
Restaurant General Manager
The Market Hall
09.2015 - 06.2016
- Managed all aspects of daily operations, including managing budgets, inventory control, and vendor relations.
- Effectively managed labor costs by monitoring productivity levels among staff members and making strategic scheduling decisions.
- Effectively managed payroll and timekeeping, and paperwork for new hires and terminations.
- Addressed customer concerns promptly and professionally, turning potentially negative experiences into positive outcomes.
- Correctly calculated inventory and ordered appropriate supplies.
Customer Service Manager
In Out Parcel
11.2014 - 09.2015
- Took ownership of customer issues and followed problems through to resolution.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Researched and corrected customer concerns to promote company loyalty.
Customer Service Manager
American Airlines - LAX
07.2013 - 09.2014
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
Customer Service Manager
Alaska Airlines
03.1995 - 09.2012
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
- Increased team productivity by providing ongoing training and support to customer service representatives.
- Improved response times for customer inquiries with efficient ticketing system management and prioritization techniques.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
Education
Accademic
Matthew McNair Senior Secondary
Richmond, BC06-1976
Skills
- Leadership and team building
- Problem resolution
- Operations management
- Team player
- Efficient multi-tasker
- Customer relations
- Customer relationship management
- Administrative skills
- Staff motivation
- Schedule management
Dual Citizen/CAD - USD
Able to work in both CAD and USD.
Timeline
General Manager
Point Roberts Golf & Country Club
04.2018 - 07.2025
Restaurant Manager/Restaurant Owner
Compass Rose Bar & Grill/Breakwaters Bar & Grill
06.2016 - 03.2018
Restaurant General Manager
The Market Hall
09.2015 - 06.2016
Customer Service Manager
In Out Parcel
11.2014 - 09.2015
Customer Service Manager
American Airlines - LAX
07.2013 - 09.2014
Customer Service Manager
Alaska Airlines
03.1995 - 09.2012
Accademic
Matthew McNair Senior Secondary
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