Handled various tech support cases via email, chat, and phone to appropriately address customer concerns. Leveraged my customer service skills to ensure positive experiences during otherwise frustrating times. Wrote support articles for self-assistance to better deflect future cases. Became a subject matter expert (SME) for several products within the company's offerings.

Performed tech support for clients who had difficulties using our online platforms, utilizing my customer service skills to effectively address their concerns. Called clients to activate their accounts and provide a tour of the HR & Risk Management website. Was assigned client lists weekly and performed outreach to make contact with the appropriate person at the company. Researched clients to find basic company info, contact details, and industry coding. Added these details into our client database and left accurate notes for future reference. Quickly learned the ins-and-outs our training platform and became the "Go-To" person for peer questions related to it. Built custom spreadsheet tools that incorporated Google App Script to run functions on my data, including correctly changing cases of business names, sorting based on multiple criteria, import/export functions, conditional formatting, and more.

Executed orders for the hotel's room service program in addition to à la carte service. Ensured we were in compliance with all building and health codes, including taking a leadership role during a state audit. Reduced monthly expenses by 60% through introducing smart inventory practices. Streamlined operations through automation. Created an in-house schedule that automatically updated each employee’s Google calendar. Created and designed menus seasonally, ensuring proper pricing and minimizing the number of goods on-hand. Single-handedly executed functions for 150+ people. Performed duties at other locations when necessary; ran private off-site events. Completed orders, created prep lists, and provided instruction to hourly staff members for all departments (bar, club, restaurant, hotel staff, etc.).

Functioned under the Executive Chef to ensure the smooth operation of the kitchen in his absence. Worked hard to ensure we were in compliance with all building and health codes, including taking a leadership role during a State audit. Completed orders and created prep lists for other staff. Maintained a supervisory role with instruction to other staff, including those in other departments (bar, club, etc.). Performed duties at other locations when necessary; ran private off-site events. Executed orders for the hotel's room service program.

Joined the service team of a casual, yet sophisticated, restaurant to further my knowledge and expertise of formal dining from an FOH perspective. Took on a leadership role through leading by example and the coaching and mentoring of new and undertrained staff. Volunteered to work other hourly positions as the restaurant's need arose (e.g. host shifts, opening the bar, prep kitchen, etc.). Consistently looked out for the restaurant's best interests, including managing labor costs, COG, etc. on a micro-level. Frequently found projects and saw them through completion (organizing storage rooms, glassware maintenance, etc.). Built a consistent following of “regulars” who specifically requested me as their server.

Oversaw all operations and reviewed other managers' duties. Obtained/renewed necessary licenses from the City of Boston in own name. Worked to build sales during the difficult meal periods through incentives, promotions, and entertainment. Created and/or reviewed all schedules. Retooled the point of sale interface to speed up transactions. Paid all invoices and double checked charge amounts to ensure no mistakes. Published weekly and period end reports and matched totals to the P&L. Worked with COO to establish yearly and quarterly budgets. Designed several tools to identify and correct financial issues, including food/liquor cost, labor dollars spent, and weekly usage. Conducted weekly managers' meetings in order to review previous week's profitability, upcoming events and staffing needs, and all other information pertinent to maintaining a well functioning restaurant. Hired, trained, and reviewed management staff. Personally created the training team and retooled the training program to demonstrate "steps of service", selling techniques, menu knowledge, and teamwork.

See description for Asgard Irish Pub (our sister restaurant and where I spent the majority of my time).

Designed the restaurant concept, including menu and physical layout. Planned and created schematics for the equipment placement in the kitchen and behind both bars. Worked with the local health and building departments to ensure proposed design was up to code. Ordered all equipment and supplies for the restaurant opening. Hired all managers and hourly FOH staff. Oversaw daily operations and a staff of over 40 people. Trained and groomed new management from top service staff. Worked with the marketing department to institute useful social networking tools to promote the restaurant. Spent time as a direct supervisor and participated in hourly job functions for both the dinning-room and kitchen. Created portion control tools and menu specs, including pictures and descriptions of each menu item. Developed tools to boost sales and improve service standards and training. Designed the employee handbook and training program to ensure quality staff and further all hourly's knowledge.

Joined the service team of an upscale restaurant to further my knowledge and expertise of formal dining from an FOH perspective. Took on a leadership role through the coaching and mentoring of new staff and leading by example. Frequently found projects and saw them through completion.

Joined the service team and waited tables for less than a year before entering the management training program. Held the titles of Assistant Bar Manager, Host Manager, and Service Manager. Oversaw an FOH staff of around 75 employees and a BOH staff of around 25. Developed training programs and tools to further servers' abilities in the industry, including the initial training of staff for the opening of the Burlington location in January 2007. Worked in all three restaurants (as management) within Massachusetts. Responsible for ordering, staff evaluations, and daily operations. Learned how to read and utilize profit statements, shrinkage reports, and other useful financial tools.

Managed, maintained, and operated cold station for the first country club established in the United States. Rewrote station manual to new specifications and took digital pictures of every dish to make several plating diagrams for kitchen and service staff reference (updating through every menu rotation). Created recipes and designed platings for daily service as well as large functions ranging from 20-300 people. Trained with purchasing agent and learned inventory control and maintenance.

Worked for a large university during their Summer Orientation program to welcome and introduce new students with the school, faculty/staff, university policies, and Boston area. Helped students choose class schedules, professor teams, housing locations, meal plans, and extracurricular teams and organizations. Worked 40+ hours within a three day period for eight consecutive weeks.

Created the company's first website. Handled creating and issuing email addresses for every employee. Built an office media player so that employees could add songs to a playlist that was publicly played in the office. Installed new equipment and connected it to the network, if applicable.