Courtney Keeling
Cox’s Creek
Summary
Customer-focused operations leader with 14+ years in high-volume hospitality and 6 years as a General Manager, driving team performance, customer satisfaction, and systems improvement. Proven ability to lead large teams, optimize workflows, and deliver exceptional customer experiences in fast-paced environments. Experienced in training, onboarding, and coaching teams while managing complex, multi-channel customer interactions. Seeking to leverage leadership and customer experience expertise to support scalable, tech-driven customer support operations at Vetcove.
Overview
17
17
years of professional experience
1
1
Certification
Work History
General Manager, Customer Experience and Operations
Fertitta Entertainment – Joe’s Crab Shack
01.2012 - Current
- Lead daily operations of a high-volume restaurant generating up to $100,000 in daily revenue and serving 1,100+ guests, ensuring exceptional customer experience and operational efficiency
- Manage, train, and develop a team of 70 employees, including supervisors and shift leaders, with a focus on performance and growth
- Designed and implemented onboarding and training programs, improving new hire ramp-up time and service consistency
- Act as the primary escalation point for customer concerns, resolving complex issues with professionalism and empathy to maintain brand loyalty
- Analyze performance metrics (sales, labor, guest satisfaction) to identify trends and implement process improvements
- Collaborate with marketing and corporate teams to create and lead promotions, campaigns, and operational initiatives
- Streamlined workflows and communication processes, improving service speed and team coordination during peak operations
- Maintained top-tier customer satisfaction scores while operating in a fast-paced, high-pressure environment
Training Team Leader / Bartender / Server
Tumbleweed Southwest Grill
01.2009 - 01.2012
- Promoted from Server to Bartender and Training Team Leader in recognition of strong performance and leadership potential
- Led onboarding and training initiatives for new hires, ensuring consistency in service standards and customer experience
- Acted as a liaison between restaurant leadership and corporate training teams, supporting the rollout and execution of company-wide training programs
- Provided real-time coaching and support to team members, improving service quality and operational efficiency
- Delivered high-quality customer experiences in a fast-paced, high-volume environment, developing strong communication and problem-solving skills
- Supported multi-channel customer interactions (in-person and phone), resolving issues and ensuring customer satisfaction
Education
Political Science And Communication
Bellarmine University
Louisville, KYSkills
- Customer Experience Strategy
- Team Leadership & Development
- Training & Onboarding Programs
- High-Volume Operations Management
- Process Improvement & Workflow Optimization
- Conflict Resolution & Customer Retention
- Performance Metrics
- Cross-Functional Collaboration
- Multi-Channel Support (In-person, phone, digital)
- Communication & Stakeholder Management
- POS & Operations Systems (Toast, Micros, etc)
- Scheduling & Workforce Management Tools
- Customer Feedback & Review Platforms
- Microsoft Excel / Google Sheets (reporting & tracking)
- Fast learner of new systems (applicable to Intercom/ticketing tools)
Accomplishments
- Awarded General Manager of the Year for outstanding leadership and operational performance
- Successfully managed large-scale service days exceeding 1,000+ customers while maintaining high satisfaction
- Reduced employee turnover through improved training and team engagement initiatives
- Increased operational efficiency through process improvements and workflow redesign
Certification
- ServSafe Certified - 2022-2027
Timeline
General Manager, Customer Experience and Operations
Fertitta Entertainment – Joe’s Crab Shack
01.2012 - Current
Training Team Leader / Bartender / Server
Tumbleweed Southwest Grill
01.2009 - 01.2012
Political Science And Communication
Bellarmine University