Leadership Experience
Gurnee Park District Hunt Club Park Aquatic Center
Customer Care Coordinator March 2016 - Present
Customer Care Manager May 2013 - March 2016
Customer Care Coordinator March 2016 - Present
Customer Care Manager May 2013 - March 2016
I have worked at the Gurnee Park District for 8 consecutive seasons and have been promoted to two different management roles. Being promoted to a Customer Care Manager in 2013 and most recently in spring of 2016 to the Customer Care Coordinator. I am responsible for the coaching, developing, training/performance and evaluating eleven of Customer Care team members and two Customer Care Managers. I manage guest relations, membership enrollment and renewal, café procurement and production, and staff development on a daily basis. I am responsible for many other tasks including conducting performance evaluations, overseeing scheduling and payroll, collaborating with my supervisor on facility needs, as well as planning for special events.
In my role as Coordinator I am presented with a lot of fun and exciting opportunities. Throughout the summer we have various family-oriented, fun events at the facility and I am able to plan themed menu items for these events. One in particular that stands out to me was a Jimmy Buffett themed event at the Aquatic Center where there was a live band and fun games for the kids! My role in this event was to come up with a special event menu for the café. I planned for burger sliders and tropical flavored smoothies. The event was a hit and we grilled over 300 mini hamburgers! In addition, I reviewed, reconstructed and standardized our policy and procedure manuals for training purposes. I developed food safety cheat sheets throughout the café, implemented methods to make daily tasks more efficient and overall improved productivity. Before pre-season training began, my supervisor and I had one main goal: improve customer satisfaction. In my first year as coordinator, the overall customer satisfaction of my staff and their service increased from 95% to 98%. This 3% increase is largely due to my intensive pre-season training, weekly check-in points, frequent email updates and consistent communication. The summer of 2017, I was able to apply a lot of what I had learned as a Learning Assistant in FSHN 340 to food production and procurement at the facility. I realized over the years that efficiency and staff confidence were relatively low and I took this as an opportunity for improvement. I developed instructional manuals for staff in the café for times that a manager was not around or they needed a quick answer. These instructional manuals included step-by-step instructions on how to make each individual food item in the café down to the very ounce. Each page in the manual had pictures to go along with written instructions. I spent many hours standardizing recipes and conducting effective costing analysis before creating and implementing the instructional manuals. Once everything was finalized, I launched the new training tool at pre-season training. These manuals significantly increased staff independence, self-efficacy and overall efficiency. Every single staff member had a significantly higher performance evaluation in areas pertaining to taking initiative, independence, and self-efficacy compared to last season. |
A handful of pictures of my amazing staff and co-workers at the
Gurnee Park District New 20-day staff evaluation system that I developed and executed
The punch card system I implemented
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