Award winning leader coaching customer service professionals and creating training curricula with a proven record of success, I help companies and their employees improve service, increase morale and provide the experience their customers’ desire.
Customer Service Trainer | Coach | Author | Speaker | The "Go-To Guy"
November 2014 - at Present
Engaging, personal, captivating, sense of humor; are many of the words that have described my speaking, training and writing style. My training and learning programs will improve processes, functions, and provide effective, efficient and actionable anticipatory service. ► Named "Top Customer Experience Influencer For 2017" - by CCW Digital ► Voted "Top 50 Customer Service Thought Leader to Follow on Twitter 2016" - by ICMI Sample Topics: ★ Customer Service ★ Ethics/Integrity ★ Leadership ★ Listening & Soft Skills ★ Management ★ Retail/Restaurant ★ Body Language ★ Business Coaching & Consulting ★ Sales Training ★ Public Speaking ★ Business Communication Sample Speech Titles: ★ This is Why Cheerleaders Give The Best Customer Service ★ Dare to Dream Big: a New Employee Success Guide ★ 6 Customer Service Facts for Every Business ★ The Customer Experience Hamburger ★ 5 Phrases That Should Never Be Used In The Customer Service Business
Director of Catering
September 2015 - October 2016
Founded this new position to oversee merging of 3 operational departments while optimizing excellence in customer service, improving employee morale, increasing performance and revenue generation. ► Increased commission received by 20% by Identifying and negotiating new vendor agreements. ► Managed annual budget revenues exceeding $12 million with staff of 58 employees. ► Grew primary service KPI 25.5% through weekly service skills training, revising existing standards, removing silos/increasing communication between departments; leading to receiving Best of the East Award by Meeting Focus 2015 and 5 Star Couple's Choice Award by Wedding Wire.com in 2016. ► Successfully led conversion to 4-day rotational menu selections reducing food cost and waste 20%. ► Directed and supervised day-to-day service operation within 100,000+ sq. ft. of event space.
Area Director of Training
November 2014 - October 2015
Launched and directed new regional training department and numerous staff development programs for 2,500 employees across 4 resort properties. Established outside vendor network for new employees. ► Created and facilitated all weekly new hire orientation and onboarding programs for 600+ employees. ► Collaborated with departmental leaders, using needs analysis, to design, develop, and facilitate targeted courses in line with overall corporate strategic goals. ► Designed and implemented employee awards and recognition programs leading to increased morale and service; major catalyst for being awarded AAA 4 Diamond Status two consecutive years.
Director of Food and Beverage
May 2014 - November 2014
► Promoted from Director of Banquets to now lead entire F&B team of 210+ employees, all striving to provide exceptional service, within our 6 restaurants and $15 million + revenue. Anchored by our 135,000+ bottle, and multiple-winner of "Wine Spectator’s Grand Award", wine cellar.
Customer Service Trainer
June 2010 - November 2014
Established, orchestrated and administrated an ongoing series of scenario-based service programs based on departmental and service goals. Acting customer service Subject Matter Expert. ► Using blended learning techniques, created and presented team building, steps of service, train-the-trainer, management and leadership development programs across multiple locations and departments, leading to being awarded Best Reception Site 2013 by New Jersey Bride Magazine. ► Identified and developed service culture and soft skills employee training in addition to formation of a reference library and resource materials for future learning.
Director of Banquets / Acting Regional Director of Banquets
July 2008 - May 2014
During my successful 6 years as Director of Banquets I developed all operational standards and steps-of-service protocols. Within 6 months I was promoted to the role of Acting Regional Director of Banquets where I introduced and trained the same standards to be used throughout our 6 company resorts. ► Successfully host events throughout 32,000+ sq.ft. of event space including 7 outdoor venues and $10 million + revenue ► Plan, organize and judge employee competition to develop resort-wide signature drink ► Member of the development team and lead operational manager for our annual NJ Food & Wine Festival - working with leaders from the great culinary institutions of Bocuse d'Or & James Beard Foundation ► Host events featuring industry leaders such as Napa Valley Wine Makers; Heidi & Bo Barrett, Chefs Thomas Keller, Jose Andres, David Bouley, Francis Mallmann, Emeril Lagasse, etc. ★★★ Awarded the "Best Reception Site YR 2013" by New Jersey Bride Magazine.
Licensed Private Career School Teacher
at New York State
2017 - at Present (1 year) New York
Certified TiPS Trainer
at Health Communications
2014 - at Present (4 years) New Jersey
Business and Management Certification
at Rutgers University
2017 - 2018 (1 year) New Jersey
Certified TiPS Trainer
Contact me to train your food and beverage employees on the industry standard alcohol awareness program from TiPS.
TIPS® (Training for Intervention ProcedureS) is a dynamic, skills-based training program designed to prevent intoxication, drunk driving and underage drinking by enhancing the fundamental "people skills" of servers, sellers and consumers of alcohol. TIPS gives individuals the knowledge and confidence they need to recognize potential alcohol-related problems and intervene to prevent alcohol-related tragedies.
Accepting classes in the NYC, Northern NJ areas.
Featured Columinist / Author
• Hotel F&B Observer Magazine
• HSyndicate Network
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