Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Heather Chase

Wilmington,NC

Summary

Dynamic Operations Manager with a proven track record at The Cove, enhancing customer satisfaction through effective staff training and development. Skilled in operations management and team leadership, I streamlined processes, fostering a culture of continuous improvement that boosted efficiency and employee engagement. Committed to delivering exceptional customer experiences while optimizing resource allocation.

Customer experience professional with proven track record in operations management. Known for driving process improvements and fostering team collaboration to achieve high-impact results. Reliable and adaptable, skilled in conflict resolution and strategic planning.

Client Services Manager providing leadership to operations manager and serving as escalation point for clients and internal departments. Provide senior leadership and internal stakeholders with updates and status reports. Delivers excellent client services while building and maintaining client relationships. Strong people management skills coach, lead and develop employees.

Overview

25
25
years of professional experience
1
1
Certification

Work History

Operations Manager, Customer Experience

The Cove
07.2023 - 07.2024
  • Drove a culture of continuous improvement by encouraging employee feedback and implementing changes as needed.
  • Developed comprehensive onboarding and training programs for new employees, accelerating their integration into the team environment.
  • Established effective communication channels, fostering strong relationships between team members and departments.
  • Streamlined operations processes for increased efficiency and enhanced customer experiences.
  • Mentored team members in developing their skills and advancing their careers within the organization.
  • Improved customer satisfaction ratings by implementing new training programs for staff.
  • Led cross-functional teams to drive process improvements and achieve business objectives.
  • Managed inventory levels, reducing stock shortages while minimizing excess inventory costs.
  • Coordinated staffing schedules, optimizing resource allocation for peak periods without compromising service quality.

Foh/ Bar Manager

Slice of Life
01.2014 - 07.2023
  • Closed out cash register and prepared cashier report at close of business.
  • Created a welcoming atmosphere, fostering a loyal customer base and repeat business.
  • Oversaw maintenance tasks for the bar area, ensuring a clean and safe environment for patrons at all times.
  • Mentored and trained staff members to ensure exceptional customer service standards.
  • Kept alcoholic beverages well-stocked and organized to meet expected demands.
  • Maximized customer service by training staff, overseeing operations, and resolving issues.
  • Crafted special drink and cocktail menu items for seasonal offerings.
  • Adhered to state laws regarding alcoholic beverage services and customer regulations.
  • Maintained high standards of customer service by staying up to date on bar and menu options and providing effective food recommendations for guests.
  • Streamlined inventory management for optimal stock levels and reduced waste.
  • Created effective employee schedules maintaining coverage at peak times and minimizing labor costs.
  • Developed strong relationships with suppliers, negotiating favorable terms and pricing.
  • Strategized plans to increase bar revenue through innovative promotional concepts, specialty drinks, and customer-focused events.
  • Safeguarded compliance with health, safety, and sanitation regulations in all operations.
  • Recruited, hired and trained staff on bar practices, customer service standards, and productivity strategies, providing [Number]% improvement over prior onboarding process.
  • Managed financial aspects of the business, including budgeting, forecasting, and reporting.
  • Collaborated with kitchen team for seamless integration of food and beverage offerings.
  • Organized charity events at the venue which garnered positive press coverage while supporting social causes.
  • Managed inventory to reduce wastage, ensuring optimal stock levels for daily operations.
  • Engaged with community on social media, enhancing bar's online presence and attracting younger demographic.
  • Resolved customer complaints with empathy and efficiency, maintaining high level of customer service.
  • Upgraded point of sale systems for faster order processing and billing, reducing wait times for customers.
  • Implemented strict hygiene and safety protocols, ensuring safe environment for both staff and patrons.
  • Pioneered loyalty program, increasing repeat business and customer loyalty.
  • Improved bar layout for better customer flow and comfort, increasing seating capacity and satisfaction.
  • Managed staff schedules and maintained adequate coverage for all shifts.
  • Motivated staff to perform at peak efficiency and quality.

Foh/ Bar Manager

Bento Box Restaurant
01.2010 - 01.2014
  • Introduced new cocktails to the menu based on market research that became popular choices amongst customers.
  • Guaranteed optimal beverage stock by assessing inventory and collaborating with owners for corrective action planning to limit expenses.
  • Improved customer service rankings by resolving issues quickly and accurately.
  • Implemented drink prep procedures, significantly reducing wasted stock.
  • Upsold daily specials and beverage promotions to exceed daily sales goals.
  • Streamlined bar operations by adopting more efficient scheduling system, reducing staff overtime.
  • Negotiated with suppliers to secure more favorable pricing, enhancing profit margins.
  • Led training sessions for new staff, improving service quality and team cohesion.
  • Monitored financial reports to identify and address areas of concern, improving financial health.
  • Fostered positive work atmosphere, reducing staff turnover rates.
  • Recruited, hired and trained staff on bar practices, customer service standards, and productivity strategies, providing 100% improvement over prior onboarding process.

Owner Operator

Dixie Grill
01.2000 - 01.2008
  • Managed day-to-day business operations.
  • Provided exceptional customer service, addressing issues promptly to ensure customer satisfaction and repeat business.
  • Increased customer satisfaction by providing high-quality services and timely communication.
  • Managed daily operations for optimal efficiency, streamlining processes to reduce costs.
  • Spoke professionally with customers regarding complaints, gathering all necessary information to make educated decisions and address issues.
  • Consulted with customers to assess needs and propose optimal solutions.
  • Established strong relationships with suppliers, ensuring consistent delivery of goods and services at competitive prices.
  • Ensured compliance with relevant regulations, maintaining proper documentation and licensing requirements.
  • Developed and implemented successful marketing strategies, resulting in increased brand awareness and customer base.
  • Developed business plan, processes and procedures to provide superior serviced to customers.
  • Kept all building areas and equipment functional and well-organized to promote business performance.
  • Trained and motivated employees to perform daily business functions.
  • Implemented effective financial management practices, improving cash flow and profitability.
  • Overseeing inventory management, reducing waste and maintaining adequate stock levels to meet demand.
  • Oversaw the hiring process, selecting highly skilled candidates who contributed significantly to company success.
  • Developed and nurtured lasting customer relationships by projecting professional corporate image and responding quickly to logistical and scheduling issues.
  • Improved safety standards by regularly reviewing protocols and implementing necessary updates.

Education

High School Diploma -

Walled Lake Central
Detroit, MI
06-1995

Skills

  • Staff development
  • Customer acquisition
  • Team leadership
  • Time management
  • Decision-making
  • Staff training and development
  • Staff management
  • Documentation and reporting
  • Operations management
  • Shift scheduling
  • Small business operations
  • Account management
  • Teamwork and collaboration
  • Customer service
  • Customer empathy
  • Data analytics
  • Attention to detail
  • Multitasking Abilities
  • Reliability

Certification

serve safe

Timeline

Operations Manager, Customer Experience

The Cove
07.2023 - 07.2024

Foh/ Bar Manager

Slice of Life
01.2014 - 07.2023

Foh/ Bar Manager

Bento Box Restaurant
01.2010 - 01.2014

Owner Operator

Dixie Grill
01.2000 - 01.2008

High School Diploma -

Walled Lake Central

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Heather Chase