Shawn Rodgers
New Bern
Summary
Dedicated Front of House Manager with expertise in optimizing operations and enhancing customer satisfaction. Skilled in managing daily functions and effectively resolving complaints to create a welcoming environment. Focused on promoting team collaboration and delivering outstanding guest experiences.
Overview
6
6
years of professional experience
Work History
Front of House Manager
Chipotle Restaurant
Newbern
09.2024 - Current
- Oversaw daily operations, enhancing restaurant flow and boosting guest satisfaction.
- Trained and supervised front of house staff on service standards and procedures.
- Resolved customer complaints promptly to enhance dining experience and loyalty.
- Collaborated with kitchen staff to ensure timely food delivery to guests.
- Managed day-to-day restaurant operations with focus on quality and meeting customer expectations.
- Directed front of house operations to deliver positive guest experiences through friendly service and attention to guest needs.
- Ensured compliance with health department regulations regarding sanitation and safety standards.
- Maintained cash registers throughout shift and ensured accuracy of transactions.
- Developed goals and plans to prioritize, organize and accomplish daily service tasks.
- Built strong, respectful employee relationships to drive employee satisfaction in high turnover industry.
- Guided and developed team members, fostering employee growth in a high turnover environment.
- Coordinated with back of house management to ensure seamless service delivery.
- Monitored and evaluated staff performance, providing regular feedback and coaching.
- Trained front of house staff in customer service excellence and operational procedures.
- Implemented policies and procedures to enhance efficiency and improve customer experience.
- Promoted a positive work environment by encouraging collaboration among team members.
Customer Service Operations
Amazon
Newbern
03.2020 - Current
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Prevented key account losses by researching discrepancies and correcting problems.
- Liaised with customers and retail buyers to expedite orders and fulfill customer demands.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Mentored junior team members and managed employee relationships.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Provided excellent customer service by responding to inquiries and resolving complaints in a timely manner.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Relayed customer feedback to cross-functional teams to improve products and services.
- Developed strategies to enhance customer service processes using feedback from customers and team members.
- Investigated escalated customer complaints utilizing problem-solving skills to identify root causes of issues.
- Monitored call center queues daily in order to respond promptly to customer inquiries.
- Collaborated with colleagues from other departments in order to resolve customer concerns quickly.
- Provided assistance to customers in navigating website, placing orders, and resolving complaints.
- Answered incoming customer inquiries regarding product and service information.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Monitored customer feedback to identify areas for improvement.
- Managed escalated complaints, ensuring timely resolutions to maintain customer satisfaction.
- Collaborated with team members to enhance service delivery processes.
- Managed customer accounts and maintained accurate records.
Education
High School Diploma -
George Rogers Clark
Hammond, IN05-1992
Skills
- Front of house operations
- Customer satisfaction
- Service delivery optimization
- Customer relationship management
- Complaint resolution
- Problem resolution
- Operational efficiency
- Front of house operations
- Inventory management
- Time management
- Problem-solving
- Decision making
- Team collaboration
- Conflict de-escalation
- Effective communication
- Interpersonal communication
- Professional demeanor
- Goal setting
- Public speaking
Affiliations
Self Publisher of "Is Loss Prevention Measurable for the Dealership? It adds up to Millions!"
Timeline
Front of House Manager
Chipotle Restaurant
09.2024 - Current
Customer Service Operations
Amazon
03.2020 - Current
High School Diploma -
George Rogers Clark