Zoe Graham
Pinson
Summary
Entrepreneurial professional with background in launching and managing diverse business ventures in my position as owner of Gkollection hair extinctions. Known for strategic planning and effective resource management that aligns with core business objectives at Urban Air as Assistant general manager. Valued for fostering collaborative work environment and consistently delivering results in dynamic market conditions.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Security Officer
Allied Universal
09.2024 - Current
- Observing live feeds from surveillance cameras throughout the facility to detect unusual behavior or security breaches
- Operate electronic systems to control access to secure areas, including cell doors, gates, and perimeter barriers
- Communicate with officers and staff throughout the facility using intercoms or radios
- Relay critical information to appropriate personnel during emergencies
- Maintain accurate logs of events, incidents, and access to restricted areas
- Write detailed reports of any incidents, breaches, or unusual activities
- Ensure only authorized personnel and inmates access specific areas
- Adhere to strict protocols and procedures to ensure compliance with prison regulations and safety standards
Host
CRU Bar + Lounge
03.2023 - Current
- Handled high-pressure situations with composure, effectively managing large parties or unexpected events during busy shifts.
- Answered customer questions about hours, seating, and menu information.
- Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
- Enhanced customer satisfaction by promptly greeting and seating guests upon arrival.
- Contributed to team success through effective communication and cooperation with coworkers and management.
- Ensured smooth operations during shift changes by communicating relevant information between incoming and outgoing staff members.
- Consistently upheld company standards and policies, contributing to a positive reputation for the establishment among guests and peers.
Counter Agent
HERTZ
10.2023 - 08.2024
- Provide world class customer service by managing the rentals and returns process, in compliance with Hertz's policies and procedures
- Personally welcome customers using with a pleasant greeting, assist in answering questions in a friendly manner
- Resolve customer issues and concerns professionally using effective customer service techniques
- Effectively communicate and offer ancillary products and services to enhance customer's travel experience
- Emphasis on selling and revenue maximization on core products such as, but limited to, options to waive customer's responsibility of damage, fuel options and vehicle upsells
- Achieve personal sales goals while supporting the goals of the team
- Qualify and process customer rentals with accuracy and attention to detail
- Accurately record the customer's information to complete the rental record and maintain all paperwork associated with the rental
Assistant General Manager
Urban Air Trampoline Park
08.2018 - 05.2023
- Oversee the day-to-day operations of the park, ensuring all equipment is maintained and operational
- Ensure safety protocols are followed, including inspections of trampolines, foam pits, and other equipment
- Manage scheduling of staff to ensure adequate coverage during peak and off-peak hours
- Oversee the cleanliness and upkeep of the facility
- Recruit, train, and manage employees, including jump attendants, managers, maintenance staff, and customer service representatives
- Conduct performance reviews and manage staff development
- Ensure proper staffing levels are maintained and handle staff scheduling conflicts
- Motivate staff to maintain high energy and customer service levels
- Handle guest complaints, feedback, and issues promptly to ensure a positive experience for customers
- Oversee group bookings, events, birthday parties, and corporate functions, ensuring all logistics are handled smoothly
- Ensure staff are trained in customer service and safety procedures
- Assist with budgeting, forecasting, and financial planning to ensure profitability
- Monitor revenue streams, including admissions, concessions, and merchandise sales
- Help manage payroll, inventory, and expenses to align with the budget
- Report on financial performance and recommend improvements where necessary
- Collaborate on marketing initiatives, including promotions, social media strategies, and community outreach programs
- Assist in implementing marketing campaigns to increase customer traffic and boost revenue
- Foster relationships with local schools, businesses, and organizations to promote group bookings and events
- Ensure the facility complies with all local, state, and federal safety regulations, including fire, health, and occupational safety codes
- Train staff on emergency procedures, first aid, and how to respond to accidents or injuries
- Regularly review and update safety protocols to mitigate risks
- Manage the inventory of supplies, concessions, and merchandise
- Build relationships with suppliers and negotiate favorable terms for goods and services
- Ensure all equipment, such as trampolines, safety gear, and other facilities, are stocked and in good condition
- Oversee the planning and execution of events, such as parties, group bookings, and special events
- Ensure smooth coordination of events, including staffing, setup, and guest experiences
- Track and report on key performance metrics, such as guest attendance, event bookings, customer satisfaction, and financial data
- Use data to identify trends and make informed decisions to improve operations and profitability
- Work closely with the General Manager (GM) to implement strategies and achieve company goals
- Act as a liaison between upper management and employees, ensuring that communication is clear and effective
- Step in for the GM when necessary, taking full responsibility for the park's operations in their absence
Education
Associate's degree - Accounting
Lawson State Community College-Birmingham Campus
Birmingham, AL03.2025
Certified - Phlebotomy
Phlebotomy USA
Vestavia Hills, AL02.2023
High school diploma -
Clay-Chalkville High School
Birmingham, AL05.2020
Skills
- Customer Relations
- Effective Listening
- Adaptable Learner
- Consistently Reliable
- Dynamic Team Player
- Independent Motivator
- Effective Communication Skills
- Positive Interpersonal Skills
- Social Media Strategy
- Strategic thinking
- Goal setting
- Entrepreneurial personality
- Business marketing
Certification
CPR Certification
Personal Information
- Willing To Relocate: Anywhere
- Authorized To Work: US for any employer
Timeline
Security Officer
Allied Universal
09.2024 - Current
Counter Agent
HERTZ
10.2023 - 08.2024
Host
CRU Bar + Lounge
03.2023 - Current
Assistant General Manager
Urban Air Trampoline Park
08.2018 - 05.2023
Certified - Phlebotomy
Phlebotomy USA
Associate's degree - Accounting
Lawson State Community College-Birmingham Campus
High school diploma -
Clay-Chalkville High School
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