Kelly Lochhead
Service Manager
London,ON
Summary
Dynamic Service Manager with a proven track record at Palasad Ltd., excelling in customer service management and team leadership. Enhanced guest satisfaction through effective training programs and streamlined operations, resulting in increased repeat business. Skilled in inventory management and conflict resolution, fostering strong relationships with guests and staff alike.
Overview
20
20
years of professional experience
Work History
Service Manager
Palasad Billiards Ltd.
10.2012 - Current
- Assisted in managing customer service inquiries and support requests.
- Supported team in maintaining operational efficiency and service quality.
- Learned internal systems for tracking service performance metrics.
- Coordinated communication between departments to enhance service delivery.
- Participated in training sessions to improve product knowledge and customer engagement skills.
- Contributed to developing standard operating procedures for service management processes.
- Adapted quickly to changing priorities and customer needs during peak times.
- Engaged with customers to gather feedback and identify areas for improvement in services offered.
- Resolved customer complaints in professional and timely manner.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Hired, trained and supervised team of service staff members to meet business goals.
- Analyzed service reports to identify areas of improvement.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Conducted regular performance evaluations for staff members, offering constructive feedback and facilitating professional development opportunities.
- Implemented inventory management systems to reduce costs and increase efficiency in the service department.
- Developed strong relationships with vendors and suppliers, resulting in improved product support and better pricing for customers.
Service Manager, Events Coordinator
Braywick Bistro & Catering
05.2008 - 09.2012
- Led team in delivering exceptional customer service, enhancing guest satisfaction and loyalty.
- Streamlined operational processes to improve efficiency and reduce service times.
- Trained and mentored staff on best practices for service delivery and product knowledge.
- Developed training materials to support onboarding of new employees, ensuring quick adaptation.
- Monitored inventory levels and coordinated with suppliers to maintain optimal stock availability.
- Resolved customer complaints promptly, maintaining a positive reputation for service excellence.
- Increased repeat business by fostering strong client relationships through personalized service and frequent follow-ups to ensure satisfaction.
- Improved customer satisfaction by implementing streamlined service processes and staff training programs.
Service Manager
Best Western
01.2006 - 04.2008
- Oversaw daily operations to ensure exceptional customer service and satisfaction.
- Trained and mentored staff on service protocols and operational procedures.
- Developed training materials to enhance team performance and knowledge retention.
- Led conflict resolution efforts, ensuring positive outcomes for both staff and customers.
- Coordinated cross-departmental efforts to address complex customer issues, facilitating better communication and collaboration between teams.
- Implemented customer feedback system to gather insights and identify areas for service improvement.
- Developed comprehensive training program for new hires, ensuring high level of competence and adherence to company standards.
Education
Bachelor of Arts - Sociology
University of Western Ontario
LondonSkills
- Positive attitude
- Team leadership
- Multitasking and organization
- Problem-solving
- Customer service
- Critical thinking
- Reliable and responsible
- Employee training and development
- Trustworthy and honest
- Work Planning and Prioritization
- Service quality management
- Inventory management
- Cost estimates
- Staff training and development
- Analytical thinking
- Budget control
- Financial controls
- Verbal and written communication
- Deadline driven
- Customer service management
Timeline
Service Manager
Palasad Billiards Ltd.
10.2012 - Current
Service Manager, Events Coordinator
Braywick Bistro & Catering
05.2008 - 09.2012
Service Manager
Best Western
01.2006 - 04.2008
Bachelor of Arts - Sociology
University of Western Ontario