Tatum Estes Email and Phone Number

• Monitor inbound calls across six main queues (14 in total), looking for spikes in call volume and abandoned calls throughout the day, and adjust agent skills to help alleviate call volume when needed• Activate outage responses by turning on or off software or adjusting agent skills when needed• Monitor between 150-200 agents’ activities throughout the day and report anomalies to leadership• Generate monthly schedules, weekly team meetings, monthly supervisor/agent coachings, all trainings, and any special events while adhering to projected call volume• Update daily schedules as needed, and monitor, track, and log attendance• Generate and/or update reports using Excel for multiple departments and purposes• Onboard new agents across multiple platforms, assigning unique usernames and identification numbers where needed; input data into tracking forms for recovery if needed• Conduct introductory presentation to new hire classes, assisting agents with login info, schedule and adherence tracking, and providing an explanation of expectations from an Operations point of view• Respond to leadership inquiries and requests with priority• Respond to agent requests in a timely fashion while prioritizing importance• Assist agents in working through technical issues and provide steps to avoid them in the future• Communicate with multiple levels of leadership in a professional and efficient manner using email, various messaging programs, phone calls, and video chat software• Help improve consistency and efficiency by generating templates and policy documents• Continue to improve my skills in data analytics and reporting by requesting any trainings available and shadowing more knowledgeable team members of often as possible

• Receives by email, fax, or phone, inquiries from customers, contractors, and other city departments.• Resolves customer issues with one call resolution.• Answers customer requests or inquiries concerning services, products, billing, and equipment.• Verifies customer account and active services using various databases and software applications.• Researches customer account information to explain services, charges, and adjustments.• Logs customer complaints, creates service requests, and routes to the appropriate department(s).• Maintains and files all generated service requests.

I grew up with parents who loved to entertain and that passion was instilled in me.I took my attention to detail and ability to create efficient processes and turned it into a fun part-time side business. I joined Geiger in 2019 to gain access to their promotional products purchasing power. Now I can help you plan your event, and procure any custom printed items you may want to have at your event.

• Expedite up to 200 food orders daily• Monitor and anticipate guest needs, respond promptly and acknowledge all guests, even when busy• Forecast product needs based on shift expectations• Assist management, staff and customers to speed up ordering and service, and improve client satisfaction• Lead a fast and smooth flow of work between the kitchen and waitstaff, communicating in both English and Spanish• Manage food orders and communicate special requests to the kitchen• Maintain knowledge of all menu items, preparation method/time, major ingredients, and quality standards of taste, appearance, texture, serving temperature, portion size, garnish, and method of presentation• Train new hires on the above-mentioned items• Serve when necessary, setting an example for junior staff• Assist new hires with the POS, customer engagement, and menu knowledge• Reported concerns and praises regarding new hires to management• Worked as a second hand to management for junior staff• Meet with management to discuss policies, training procedures, and concerns, and how to introduce any changes to the staff

• Run and analyze reports using Excel and Google Sheets• Review incoming contracts, looking for discrepancies• Edit contracts as needed• Generate outgoing contracts• Submit and secure contracts using DocuSign from current and new partners• Build and maintain a CRM (from scratch using HubSpot)• Keep CRM up to date tracking all customers, contacts, and active campaign info• Assist Channel Managers with customer and campaign tracking, document production and follow up, new Agent ID generation, agent onboarding, and all reporting

Classroom Duties:• Supported the classroom teacher with conducting daily instructional activities• Helped research and create lessons• Monitored and assisted students through lessons and drills• Worked with individual students and small groups to achieve the classroom teacher’s objectives• Assisted children with personal care activities, mobility issues and lifted and operated special adaptive equipment• Escorted and assisted students daily as they were pulled-in to general education classes for particular subjects• Monitored students in class, to and from the classroom, and on field tripsOne-on-One Duties:• Took data and provided observational input for IEP goals, a FBA, and a BIP• Translated daily lessons and assignments from English into Spanish• Provided Essence TEK based instruction in 1:1 and small group settings• Translated and administered STAAR ALT 2 practice tests• Escorted student to general education classes and translated their assignments• Used a token system to reinforce positive behaviors• Assisted in the implementation of a BIP and followed the BIP to ensure student safety• Worked closely with the Self-contained Life Skills Teacher, Parent Support Specialist, and Special Education Assistant Principal to assist with student concerns, behaviors, and academic progress

• Recruit and hire employees• Oversee staff throughout the shift• Discipline employees as needed• Write schedules weekly• Maintain fluency with current TABC laws• Interact with talent and customers• Ensure a safe environment for everybody on site• Daily inventory and ordering• Balancing reports• Update Aloha POS as needed (new prices, new items, remove items, change button layouts, etc)• Paying talent & staff each night• Redesigned product displays to improve efficiency among staff and visibility to customers• Created a daily reporting sheet in Google Docs to reduce human error• Improved inventory concerns, increasing overall profits and customer happiness

Overall duties:• Stay familiar with over 400 vendors and over 100,000 products• Maintain extensive knowledge of approximately 50 vendors and 10,000 products that we worked with regularly• Understand each vendors’ abilities and restrictions, and be able to apply this knowledge to each client's needs on an individual basis• Grow and maintain a client base by ensuring accurate knowledge, a smooth ordering process, consistent on-time deliveries, consistent response times to requests, and rapport building• Asking for referrals, cross-selling, and up-selling• Maintain a healthy knowledge of graphic design and printing techniques (old and new) in order to ensure the best process for each customer• Meeting (and beating) company-designated KPIs based on tenure• Maintain a high profit margin while making few mistakesDaily duties:• Respond to inbound leads (phone, email or chat requests) in a prompt manner• Research customer requests, submit RFQs to vendors for non-catalog items, then provide quotes to customers• Follow up on quotes and get the order• Order entry, including clear design, factory and shipping instructions• Provide proofs, and follow up when the customer does not respond in a timely manner• Compare vendor order confirmations to original orders to confirm accuracy• Reach out to customers who have previously ordered to see if they have other needsTeam Leader Duties:• Oversee a team of 5 other account managers• Assist in product knowledge, vendor knowledge, sales tactics, and company policies• Assist with customer escalations• Compete against other team leaders for team salesAdditional Projects:• Assist in policy and training development• Help design a CRM and a VRM in Microsoft Access• Provide feedback about vendors to improve our product selection for our customers• Research new vendors and products• Meet with vendors to build and improve vendor relationships• Update product pricing on the backend of the website

All positions:• Deliver exceptional and friendly customer service in a fast-paced and lively environment• Consistently recognized by management for providing superior customer service and for being a team player• Accurately record and deliver food and drink orders, while appropriately engaging with customers• Execute daily operations of setup and break down duties, as well as running duties, to ensure the restaurant was stocked and prepared for our guestsBar MA (Manager’s Assistant):• Oversee staff: bar, servers, bussers, expo, runners, and hosts• Engage with customers: touch each table at least once and make sure they were pleased with their experience• Line test: take temp of and taste every food item on the kitchen line, testing for consistency and proper temp• Maintain awareness of health code laws, and ensure the restaurant is always up to par • Check out bartenders and servers at the end of the night: compare checkouts to credit card receipts, count cash, record all transactions in reporting system, calculate tip-out for support staff• Record notes regarding customer interactions and any staff issues• Once a week, count inventory and provide numbers to management• Review variance reports with management and team• If our variance was over 1% for the previous week, additional analysis and team training were requiredLead Bartender• Execute daily setup, running, and break down duties• Engage customers, delivering exceptional and friendly customer service in an even faster-paced environment• Excellent knowledge of bar menu• Consistent pouring ability• Train new bar staff

• Developed a plan, schedule, and training process for an entirely new staff• Recruit, select, and train all new hires before opening• Collect and input all necessary employee data into Aloha POS• Counsel and discipline employees• Write weekly schedules, keeping labor costs consistently below projected budget• Communicate job expectations to staff, initiating corrective actions when necessary• Oversee daily operations, constantly looking for ways to improve efficiency, and making adjustments when needed• Take bar, food, and supplies inventory weekly, adjusting pars as needed• Place weekly or bi-weekly orders with suppliers• Was the main point of contact for suppliers and maintained excellent relationships• Review all invoices for accuracy before forwarding to our accountant• Maintain a safe and healthy work environment by establishing, following, and enforcing policies that comply with legal regulations• Update Aloha POS as needed to reflect items and prices unique to this location• Handle any customer complaints with compassion, patience and grace• Work closely with the owner, the GMs from the other locations, and my AGM to ensure consistency of policies, understanding of company expectations, and continued personal growth

• Oversee all catering requests for any location• Develop policies, layouts, designs, and employee uniforms to ensure consistency among each location• Keep a calendar of events to prevent overextending• Write contracts and obtained payment• Show locations and discussed pricing and menu items with potential customers, using sales experience to sell them on our services and upsell whenever possible• Order event supplies as needed; return to vendor in a timely fashion to avoid additional charges• Order additional food and alcohol requirements to prevent the restaurant from running out of supplies• Select existing employees based on past performance to participate; trained in all aspectsParticipate in set up, service and break down of banquets, catering events and deliveries• Follow up with clients after the event to secure feedback to improve future events as well as ask for referrals and future business

• Led weekly meetings with owner and location managers to review previous week's sales, labor and inventory reports and discuss any policy changes• Reviewed past sales and labor reports in Aloha** Identified trends to improve employee scheduling and food ordering** Compared previous era sales data to current sales data and analyzed variances• Built a new inventory system using QSR Online** Researched 3 months of invoices to input data** Input recipes into system in order to accurately determine food and drink costs** Removed inconsistencies between locations in ordering processes** Streamlined ordering and invoicing systems** Researched product options with our dedicated reps to improve quality & profitability** Lowered food cost by 3-5% at each location• Learned and maximized use of HotSchedules.com** Updated schedules to reflect accurate in/out times** Activated and updated Labor Proforma reports** Lowered labor costs by 2-4% for each location• Assisted in researching vendors for a 4th location** Researched pricing and value of all items required post-construction** Developed relationships and created professional bonds with suppliers to acquire special pricing and contracts• Developed operations systems for a 4th location, including layout, storage, product receiving, policy variances required for this particular location, labor expectations and scheduling needs, and server opening, running and closing duties• Researched all legal regulations, including TABC, OSHA, and state and federal wage laws to ensure all locations were running properly and following all necessary laws• Assisted in creating financial projections and reports for lenders** Tracked all costs of opening the new location** Created a 5-year Projection report• Updated old and created new printed materials, including menus (food, bar and dessert), banquet and catering brochures and contracts, employee and manager handbooks, and training manuals and tests

• Create and maintain the production schedule• Oversee the warehouse staff• Ensure orders shipped on time• Manage inventory levels• Ordered products as needed

• Order office supplies• Open & close office daily• Prepare for and attend trade shows, both as a vendor and a buyer• Enter vendor invoices and produce customer invoices using Peachtree• Translate English and Spanish to communicate between the owner and warehouse staff• Follow up with previous customers to grow new business• Take new and repeat orders, enter into Peachtree, and follow up with customers after

• Pre-flight art files from customers• Recreate art files when necessary using Adobe Illustrator• Submit proofs to customers• Output art to generate plates and screens for print• Photograph each product in our line• Clean up and trim photos using Photoshop• Design and laid out 3 product catalogs using Quark Express• Design, build and maintain 2 new websites

I was in charge of scanning in paper files into a computer documentation system. The files came from various customers around the Glenwood Springs valley, including the courthouse and hospital. After each file was scanned in, we had to label the digital document based on the customer's requirement, which may have included one or several searchable fields. We were required to follow all relevant privacy laws.

Delivered meals to senior residents and their guests on a defined schedule while providing first-class customer service and building great relationships.