Zachary Messina
Customer Service Specialist
South Portland,ME
Summary
Customer-focused professional with 4+ years of leadership experience in fast-paced environments, skilled in communication, problem-solving, and team coordination. Proven ability to deliver exceptional client experiences, manage complex operations, and build productive relationships with both customers and staff. Seeking to leverage management and service expertise in a remote Customer Success or Client Support position with a growth-oriented company.
Overview
3
3
years of professional experience
Work History
General Manager
OTTO
08.2024 - 09.2025
- Lead all aspects of daily operations, ensuring high-quality customer experiences and efficient workflows.
- Train and mentor 25+ employees on communication and customer service best practices.
- Manage customer feedback systems, addressing concerns with empathy and professionalism to maintain satisfaction.
- Oversee financial reporting, digital scheduling tools, and vendor communications.
General Manager
Herget Hospitality Group
01.2024 - 07.2024
- Directed a 21-person team to consistently exceed customer expectations in a busy hospitality setting.
- Developed and implemented service and retention strategies that increased repeat business by 15%.
- Improved internal communication workflows using digital collaboration tools.
- Handled hiring, onboarding, and ongoing coaching of new team members.
Restaurant Manager
Burke Hospitality Group
04.2022 - 12.2023
- Supervised front-of-house operations, ensuring timely and professional client interactions.
- Built strong customer relationships through proactive problem-solving and clear communication.
- Introduced new service processes that reduced customer wait times and increased satisfaction ratings.
Education
Bachelor of Science - Business Management
University of South Carolina
05.2021
Skills
- Customer Communication
- Conflict Resolution
- CRM Software
- Process Improvement
- Team Leadership
- Remote Collaboration
- Scheduling & Organization
- Training & Onboarding
Timeline
General Manager
OTTO
08.2024 - 09.2025
General Manager
Herget Hospitality Group
01.2024 - 07.2024
Restaurant Manager
Burke Hospitality Group
04.2022 - 12.2023
Bachelor of Science - Business Management
University of South Carolina