Kelsey Ervin

Work History

Team Supervisor

Rogers Arena

05.2023 - 12.2023

Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
Cultivated positive, productive team environments, resolving conflicts quickly.
Coordinated team collaboration to share ideas and build best practices.
Established and maintained performance, quality and service standards for professional customer care.
Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Monitored front areas so that questions could be promptly addressed.
Delegated tasks to administrative support staff to organize and improve office efficiency.
Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
Created, prepared, and delivered reports to various departments.
Actively supported service associates by quickly responding to questions and finding appropriate solutions to customer issues.
Coached team members to deliver hospitable, professional service while adhering to set service models.
Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.

Marketing Coordinator / Server

Greta Bar YVR

02.2023 - 04.2023

Planned and executed internal and external marketing events.
Composed daily posts for social media and helped build corporate presence on Twitter, Facebook, and Instagram.
Answered general marketing department inquiries by email, phone, and mail.
Boosted brand awareness with target customer demographics with social, print, and email campaigns.
Managed workflow between staff, coordinating documents and creative material distribution.
Created and managed marketing budgets to monitor expenditures, control costs and increase ROI.
Created and managed social media campaigns to increase brand engagement.
Cultivated warm relationships with regular customers.
Served food and beverages promptly with focused attention to customer needs.
Worked with POS system to place orders, manage bills, and handle complimentary items.
Resolved customer complaints promptly and professionally to maintain positive reputation.
Set positive tone for entire dining experience as first point of contact for incoming guests.

Event Planner/Supervisor/Server/Bartender/Operations

Toque Catering

05.2018 - 01.2023

Created attractive bar displays by strategically arranging bottles and glasses.
Mixed unique and interesting cocktails for customers, including bar specials.
Upheld strict regulations for safe alcohol service and food safety.
Served high customer volumes during special events, nights, and weekends.
Supervised set up of banquet food stations and coordinated service to multiple dining areas.
Monitored patrons for alcohol intake to appropriate levels and took measures to curtail inappropriate behavior.
Supervised dining table set-up to prepare for diversity of event types, following strict service standards.
Helped customers with dietary restrictions, allergies and intolerances obtain safe, delicious food by working closely with kitchen staff on alternatives.
Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
Resolved customer complaints promptly and professionally to maintain positive reputation.
Observed packing operations to verify conformance to specifications.
Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
Helped meet changing demands by recommending improvements to business systems or procedures.
Collected, arranged, and input information into database system.
Evaluated customer needs and feedback to drive product and service improvements.
Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
Coordinated travel and accommodations for event attendees.
Supported senior leadership by developing status reports on activities related to planning, scheduling, cancellation, inquiries, resourcing, risk mitigation, and proposal development for various events.
Hired, trained and supervised volunteers and support staff required for events.
Performed face-to-face meetings to finalize contract for services and event details.
Conferred with event staff at event site to coordinate details.
Corresponded with clients to answer questions and resolve issues.
Performed event coordination for larger parties and gatherings.

Summary

Overview

Work History

Team Supervisor

Marketing Coordinator / Server

Event Planner/Supervisor/Server/Bartender/Operations

Education

Certificate - Service Safety

Certificate - Bartending

High School Diploma -

Skills

Languages

Timeline

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