Phil Groom Email & Phone Number

Chicago, Illinois, United States

- Created and implemented new feedback process to provide crucial customer insight to product development teams- Manage the escalation of incidents in a timely and efficient manner, following established guidelines; ensure incidents are accurately reported to management, and ensure each incident is formally documented for customers- Reproduce and troubleshoot software and data issues in test environments and by reviewing logs & queries and serve as a translator between technical and non-technical staff & customers- Practice internal processes involving Slack, Salesforce, and Jira- Act as a resource for Hospitality Managers as they work on approved projects- Assist Associate Directors in proactively identifying process improvements and implementing changes and efficiencies- Ensure the team is supported in day-to-day activities: internal communication, triage responsibilities, calendar management (watch for conflicts w/ training, project time, and overall daily volume)- Use expert level of knowledge regarding the Tock application, and new product features, to help solve customer inquiries- Manage and evolve the training curriculum and playbooks- Provide team members with coaching and feedback to ensure their continued success- Maintain a professional and problem solving focused attitude in times of crisis- Calmly guide difficult customer situations to resolution with ownership and by urgently engaging the appropriate resources, while keeping the customer informed- Collect customer feedback and share findings in Salesforce to improve the customer experience- Collaborate with team members to balance responsibilities, solve problems, and improve team performance

Chicago, Illinois, United States

- Responsible for onsite training and support of IT systems applications for Chick-fil-A store grand openings across the country.- Conduct Point of Sale (POS) training classes to all employees while effectively delivering the Chick-fil-A standards and culture of hospitality.- Facilitate Leadership Training involving all manager functions required to successfully operate the restaurant daily.- Confirm that all equipment is working properly and troubleshoot any issues related to IT.- Modify and customize IT operations specific to Operator's needs/desires to streamline daily operations.- Collaborate with onsite Grand Opening Supervisors to ensure that all IT related system requirements are implemented and updated.

North Myrtle Beach

• Develop and implement sustainable systems for the restaurant in order to achieve goals and gain results• Track and regulate labor cost using employee time tracking software including, but not limited to, labor productivity, time punch variance reports, and overtime tracking charts• Personally solve various IT issues that occur in the restaurant and verbally communicate solutions to other restaurant leaders as well• Create and maintain customer relationships with consistent guests in the community• Lead a team of over 60 people while performing daily operations within the business and execute superior customer service• Coach and develop team members on a professional and personal level• Create monthly pro forma budgets using Microsoft Excel• Calculate and present weekly, monthly, and yearly sales projections• Handle day-to-day cash management systems and accountability

Lilburn, Ga

North Myrtle Beach, South Carolina

Sharptop Cove - A Young Life Camp

SharpTop Cove, A Young Life Camp - Intern, September 2013 - September 2014 As a member of SharpTop Cove’s property staff I was responsible for and experienced the following: - Completed three four-month rotations including Sites & Facilities, Food Service, and Guest Services Host- As part of Sites & Facilities: maintained the camp grounds and worked on numerous projects such as the construction of new rope swing, construction of apartment buildings, and major landscaping detail- In the Food Service Department, led a team of 5-10 people responsible for serving an average of 250,000 meals per year: cooked and served meals to 500+ high school students every weekend- As Guest Services Host, served Young Life Assign teams and other guests weekly along with a full capacity camp of over 500 high school students- Hosted events and communicated with staff to accomplish all responsibilities related to the overall operations of camp- Weekly meetings with fellow interns and Intern Coordinators which included readings/discussion for personal spiritual development

As a part of my work with Northwestern Benefit, I assisted the Wellness Coordinator in a number of different initiatives including: - Developed employee wellness interest surveys & evaluate results - Assessed organizational environment for appropriate wellness opportunities and initiatives - Health and wellness communication campaigns - Guided wellness committee formation - Directed incentive-based wellness programs - Identified community-based and private vendor resources - Organized preventative screenings and flu immunizations - Coordinated health risk assessments, health fairs/wellness days, weight management programs, physical activity assessments and programs, and smoking cessation programs - Directed lunch and learn programs - Assessed current wellness offerings of carrier programs - Assisted in conducting on-site biometric screenings and a company wellness challenge while working with a team of 12 individuals that make up the company's wellness team.

Leader and mentor to a diverse group of high school students in the Clarke County schools.Participated in College Life as a YoungLife Leader in training, October 2009 to April 2011.YoungLife camp volunteer in Arizona, Summer 2011. Work on a team of Younglife leaders responsible for designing, developing, and delivering weekly events and activities for students.

Developed strong communication skills delivering clear instruction and listening to campers and staff. Prepared and delivered individual presentations to groups of up to 200. Provided written feedback to each child’s parents about the progress of their child.Developed strong time management skills through planning of daily scheduled activities for each camper and ensuring every camper was always on time. Leadership skills developed in supervising campers in their cabin and their wide variety of activities. Strong teamwork and cooperation skills were important when communicating with other staff to develop the best experience for campers. Negotiation skills developed as a result of the process of building a community of new campers every two weeks.Developed abstract thinking skills in creating a motivating and fun experience for campers. Built a great network of over 100 counselors and staff members from around the country.