Micka Beckman
Frankfort
Summary
Dynamic professional with a proven track record in sales and client relations, notably as Customer Service Manager at Bottles Beverage Superstore, where I drove a 10% revenue increase. Expertise in budgeting and talent development, coupled with meticulous attention to detail, fosters a results-oriented approach to achieving organizational goals.
Overview
12
12
years of professional experience
1
1
Certification
Work History
OWNER/OPERATOR
Kelly Handyman Inc
04.2022 - Current
- Managed all aspects of the daily operations including personnel, inventory control, budgeting, pricing
- Provided friendly and engaging customer service to internal and external customers
- Developed and maintained relationships with clients, suppliers, and subcontractors to ensure successful completion of projects
CUSTOMER SERVICE MANAGER
Bottles Beverage Superstore
06.2019 - 03.2022
- Catapulted sales, resulting in $600k in 2021 and over $400k in 2020, while maintaining 33% profit
- Accountable for the work performance of 20+ team members
- Key stakeholder, increasing product revenues by 10% within the first year
- Exceeded sales goals and improved profitability by aligning sales strategies and business plans with market trends
- Interviewed, hired, and trained new quality-focused customer service representatives
- Oversaw and assessed customer service staff activities to provide personnel with regular performance-related feedback
- Addressed and mitigated escalated situations to meet organizational objectives and drive customer satisfaction ratings
- Evaluated employee job performance and motivated staff to improve productivity
- Assessed departmental operations to determine areas for customer service improvement and support
- Enhanced customer service procedures and policies to improve support structures company-wide and boost customer satisfaction
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints
- Established positive rapport with customers, managers, and customer service team members to maintain a positive and successful work environment
- Maintained knowledge of company products and services to promptly resolve complaints and concerns
- Exceeded sales goals and improved profitability by aligning sales strategies and business plans with market trends
GENERAL MANAGER
Sesame Burgers and Beer
01.2017 - 06.2019
- Optimized profits by controlling food, beverage, and labor costs by establishing portion control and quality standards
- Prepared strategic and annual forecasts and budgets, analyzed variances, and implemented corrective actions to increase average meal checks and customer visits
- Performed accurate monthly inventories of supplies and equipment, including food, beverage, glassware, and utensils
- Uphold restaurant standards for food and beverage quality, team member engagement, financial goals, standard operating procedures, and guest experiences
- Scheduled and directed staff in daily work assignments to maximize productivity
- Emphasized customer-focused approach, delivering local neighborhood restaurant environment centered on building customer loyalty
- Established restaurant business plan by conferring with people in the community to select food and beverage offerings
RESTAURANT MANAGER /SPECIAL EVENTS COORDINATOR
Southern Season / Southerly Restaurant
08.2013 - 07.2016
- Planned, coordinated and executed weddings and special events
- Maintained close communication with clients to mitigate service issues
- Coordinated vendors, timelines, and budgets for events
- Boosted client satisfaction through administration of on-site service requests and event logistics management
- Trained customer service, marketing, and sales teams for events
- Grew revenues by closing on leads generated from special events
Education
ASSOCIATE OF ARTS - HOSPITALITY MANAGEMENT
Johnson & Wales University
05.1996
ASSOCIATE OF ARTS -
University of Kentucky
05.1994
Skills
- Expertise in sales
- Client relations and retention
- Conflict resolution techniques
- Talent development
- Meticulous attention to detail
- Budgeting and finance
- Staff training and development
- Process improvement strategies
- Proficient in Quickbooks
- Microsoft Office Suite
- Digital Dining
- Open Table
- Restaurant 365
- CounterPoint - POS / Inventory System
Certification
ServeSafe
Advanced Skills
- Proficient in Quickbooks
- Microsoft Office Suite
- Digital Dining
- Open Table
- Restaurant 365
- CounterPoint - POS / Inventory System
Timeline
OWNER/OPERATOR
Kelly Handyman Inc
04.2022 - Current
CUSTOMER SERVICE MANAGER
Bottles Beverage Superstore
06.2019 - 03.2022
GENERAL MANAGER
Sesame Burgers and Beer
01.2017 - 06.2019
RESTAURANT MANAGER /SPECIAL EVENTS COORDINATOR
Southern Season / Southerly Restaurant
08.2013 - 07.2016
ASSOCIATE OF ARTS -
University of Kentucky
ASSOCIATE OF ARTS - HOSPITALITY MANAGEMENT
Johnson & Wales University
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