Key Achievements:• Oversee daily F&B operations, leading, training, and motivating a team of 23 front-of-house and back-of-house staff, ensuring continuous improvement and growth.• Manage inventory, control costs, and maximize profitability, achieving a $97.5K profit increase for projected profit goal for December 2023.• Maintain scheduling to ensure all areas are staffed, including breakfast, restaurant, and banquets.• Collaborate with Executive Chef and Bartenders updating Restaurant, Cocktail, and Banquet Menus. Design Seasonal Signature Cocktail Menus, and update Specials Menus weekly. • Implemented a new P.O.S. system during Q2 2024, coordinating with the onboarding specialist, and F&B Director to make relevant updates, and designed and implemented new hire training PowerPoint. • Coordinate with Sales and Marketing Department for special events, i.e., banquets, seasonal events - “Grinchmas” pop-up bar, created the F&B section for the 2024 Business Plan. • Monitored service quality and guest satisfaction through survey metrics, resulting in a 15% increase in customer satisfaction scores for Q2 2024.• Develop and implement comprehensive training programs to enhance staff skills and knowledge, including a training program PowerPoint for new hires in the restaurant.

• Create social media campaigns on Facebook and Google Ads, achieved 40% YOY revenue growth and 30% organic customer growth in 2022-2023.• Design new products working with international manufacturers, leading to an increase in sales of $4,720 for Q4 2023. • Conduct market research to set accurate prices and capitalize on trends, boosting eBay impressions by 66.9% in Q2 2024.• Monitor inventory, perform regular stock audits, and manage ordering processes efficiently.

• Managed and coached a team of 31 agents, ensuring top-tier service delivery.• Surpassed metrics goals with 96.79% satisfaction, 96.73% first-call resolution, and 76.36 N.P.S.• Facilitated inter-departmental communication, fostering a collaborative environment that boosted project completion rates by 25%.• Spearheaded a call abandonment project, leading to a 20% increase to 95.48% for customer satisfaction and a 10% decrease in response times.• Pioneered new training methodologies, significantly improving agent performance, and reducing onboarding time by 40%.• Optimized call handling processes, leading to a 15% reduction in average call duration and a 12% increase in overall customer satisfaction.

• Identified and qualified customer needs and developed sales strategies.• Recommended products and services to customers based on their needs and preferences, with awareness of current sales, and promotions, while following all policies and guidelines.• Built relationships with customers to increase the likelihood of ongoing business.• Performed various tasks while exercising excellent customer service in all customer interactions.• Managed and resolved customer conflicts via in-person, over the phone, or through email. Interacted positively with difficult and hostile customers.• Identified sales opportunities and consistently met and exceeded customer satisfaction and service and sales goals. • Worked under limited supervision and assisted with the daily workflow to ensure Tellers succeeded in sales metrics and customer service expectations.