Charlene Kutama
Toronto,ON
Summary
Dynamic hospitality professional with a proven track record in enhancing guest experiences and boosting team performance. Achieved a 30% increase in staff retention at King Taps while successfully coordinating over 5,000 vaccination appointments for the Ministry of Health in the Ontario Vaccination Project. Expertise in server training and coordination drives operational excellence and elevates customer satisfaction.
Overview
5
5
years of professional experience
Work History
Server/Manager
King Taps
07.2021 - Current
- Developed and implemented a comprehensive training program for new hires, reducing onboarding time by 20% and improving staff retention by 30%
- Trained over 50 new employees in customer excellence and operational procedures, resulting in higher google ratings by 11.9%
- Mentored new staff through a structured shadowing program, leading to a significant decrease in errors during the first month of employment
Booking Agent
Ministry of Health, Ontario Vaccination Project
03.2021 - 01.2022
- Successfully scheduled over 1,000 vaccination appointments within a month, contributing to community vaccination efforts
- Worked in accordance to Ontario Public Health to improve communication about vaccination availability, resulting in increased public awareness
- Effectively led a team that scheduled over 5,000 vaccination appointments within a three-month period significantly contributing to community immunization efforts
- Facilitated regular team meetings to improve communication and collaboration, resulting in a 20% increase in team efficiency
Executive Assistant
Decency Shipping
01.2020 - 01.2021
- Coordinated shipment planning and scheduling, ensuring compliance with international customs regulations through accurate document processing
- Assisted in developing a tracking system for shipment updates that improved communication with clients and reduced response times
- Successfully implemented a filing system that improved document retrieval time, enhancing overall office efficiency
Education
Bachelor of Arts - Political Science: International Relations
Carleton University
Ottawa, ONSkills
- Server Training
- Guest experience optimization
- Software installation
- Disaster recovery
- Storage management
- Scheduling
- Memo preparation
- Coordination
- Recruiting
- Clerical support
- Highly organized
- Meeting logs management
References
Available Upon Request
Affiliations
- Head of People and Culture Initiatives at King Taps, Toronto, ON, CA 2023- Present
- Campaign Volunteer with Amnesty International, Ottawa/Toronto, ON, CA 2020-2023
- Championed the Justice for Black Lives Campaign and Organization, Niagara Falls, ON, CA 2020-2024
Timeline
Server/Manager
King Taps
07.2021 - Current
Booking Agent
Ministry of Health, Ontario Vaccination Project
03.2021 - 01.2022
Executive Assistant
Decency Shipping
01.2020 - 01.2021
Bachelor of Arts - Political Science: International Relations
Carleton University
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