Giovanni R. Deiana
Woodbridge,ON
Summary
Focused Account Executive offering relationship building with detail-oriented research regarding player accounts to establish potential value and/or risk. Remarkable branding knowledge and success in cultivating open and trusting relationships with courteous and cordial communication.
Overview
23
23
years of professional experience
Work History
Account Executive
VGW
11.2021 - Current
- Consistently managed a portfolio of at roughly 150 - 200 high valued client/players.
- Cultivated and strengthened relationships between customer and company in order to promote brand and grow loyalty.
- Audited customer account information to identify possible long term value of clients.
- Developed and maintained positive relationships with clients through efficient problem solving techniques, maintaining client response times within 24 hours.
- Assisted customers in navigating the website for updated game information, policies, and processes related to their gameplay.
- Tracked client purchase and gameplay patterns to mitigate churn and risk amongst my managed portfolio.
- Ensured compliance with company policies related to client service standards and procedures.
- Maintained client retention with a formulated reinvestment plan which was consistently implemented and shared with players, based on current value.
- Advised clients on best practices for using services offered by the organization.
Service Manager
Jack Astor's
Vaughan, ON
09.2019 - 06.2020
- Prioritized and delegated daily work tasks to meet anticipated daily goals
- Pitched in to complete various duties during peak periods or employee absences
- Improved customer satisfaction ratings by listening to complaints and finding appropriate solutions to problems
- Adhered to customer service standards to foster satisfaction and retention
- Researched and provided timely resolution to service discrepancies
- Motivated, led and supported employees to maintain low turnover
- Created employee work schedules to keep shifts properly staffed
- Hired, trained and developed service department staff to drive performance
- Delivered positive reinforcement and constructive criticism for employee work efforts.
Service Manager
9Baci Ristorante
Vaughan, ON
03.2015 - 09.2019
- Hired during a rebranding period, consulted in the detailing and planning of changes to the customer experience
- Interacted with customers to gauge responsiveness to hospitality and menus
- Assisted all personnel with duties and tasks, including bartending and serving during high volume periods at restaurant
- Consistently maintained high levels of cleanliness, organization, storage, and sanitation of food and beverage products to ensure quality
- Efficiently resolved problems or concerns to satisfaction of all involved parties
- Performed restaurant walk-throughs to gauge timeliness and excellent service quality
- Exhibited thorough knowledge of foods, beverages, supervisory duties, service techniques and guest interactions
- Worked closely with General Manager, chef and cooks to determine menu plans for special events or occasions
- Built revenue by organizing innovative ordering services for take out and delivery.
Service Manager
Canyon Creek Chophouse
Toronto, ON
07.2014 - 03.2015
- Effectively served as part of a management team collectively overseeing 30 staff members
- Upheld team productivity and quality objectives by setting and maintaining clear benchmarks for service
- Reviewed inventory levels and ordered supplies to keep products in stock
- Managed service department budget and investigated and resolved discrepancies
- Monitored employee work levels and optimized performance with strategic approaches
- Maintained optimal supply levels to meet expected demands without overreaching budget targets.
Food and Service Consultant
Deiana Meat and Deli Shop
Bradford West Gwillimbury, ON
01.2001 - 01.2015
- Provided key support and assistance to Deiana Meat and Deli Shop (a division of Deiana Holdings) after the passing of a family member and partner of the business
- Originally opened as a butcher shop, the success of the business led to the expansion of the business to a full-fledged butcher, deli and Italian specialty grocery store
- Mentored front of house personnel on company policies customer service techniques and professional communication
- Reconciled daily transactions, balanced cash registers and deposited earnings at bank
- Minimized loss and misuse of equipment through proper restaurant supervision and staff training
- Determined root cause of performance trends and developed process improvement plans which targeted assurance in safety, health, quality and customer satisfaction
- Developed social media content and scheduled posts to coincide with target audience usage
- Wrote social media content to increase engagement with customers
- Managed organization's social media presence by posting messages, answering posts and monitoring conversations
- Rolled out social media campaigns for clients, helping to meet goals and reach untapped potential customers.
General Manager
Boston Pizza
Yellowknife, NT
09.2012 - 08.2013
- Communicated well and used strong interpersonal skills to establish positive relationships with guests, employees, and vendors
- Updated computer systems with new pricing and daily food specials
- Prepared weekly payroll to keep up with projected weekly revenue
- Assessed operational performance to measure compliance with regulatory, industry and brand standards
- Initiated negotiations regarding vendor contracts and kept updated records of contracts
- Collaborated with server trainees to document and resolve potential customer concerns to drive brand satisfaction and loyalty
- Reduced food waste by overseeing and planning ingredients, anticipated customers and popularity of items
- Performed accurate monthly inventories of supplies and equipment, including food, beverage, glassware and utensils
- Optimized profits by controlling food, beverage and labor costs by establishing portion control and quality standards
- Upheld restaurant standards for food and beverage quality, team member engagement, financial goals, standard operating procedures and guest experiences.
Skills
- Microsoft Office
- Data entry
- Proficient in Italian
- Proficient in English
- Training & development
- Schedule Coordination
- Clerical experience
- IOS
- Android
- Windows
- Customer Relationship Management
- Risk Mitigation
- Proficient in DataBricks/ReDash
Languages
Italian, Fluent
Timeline
Account Executive
VGW
11.2021 - Current
Service Manager
Jack Astor's
09.2019 - 06.2020
Service Manager
9Baci Ristorante
03.2015 - 09.2019
Service Manager
Canyon Creek Chophouse
07.2014 - 03.2015
General Manager
Boston Pizza
09.2012 - 08.2013
Food and Service Consultant
Deiana Meat and Deli Shop
01.2001 - 01.2015
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