Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

David Keys

Churchton

Summary

Highly effective management professional emphasizing relationship building and customer satisfaction/experience. Energetic and results-focused with success in developing and leading diverse teams to achieve outstanding results. Dedicated to furthering my career in a multi-store management position where my experience and training will allow me to continue to grow while enhancing the company’s productivity and reputation.

Overview

14
14
years of professional experience

Work History

Front of House Manager

Annapolis Yacht Club
02.2022 - Current
  • Partnered with back-of-house management in order to maintain seamless communication between teams, ensuring a smooth dining experience for guests.
  • Resolved guests complaints while maintaining positive customer environment.
  • Maintained positive team environment by encouraging teamwork and respect in accordance with company mission.
  • Developed strong relationships with guests, addressing complaints promptly and ensuring a positive dining experience.
  • Acted as the main point of contact for guest inquiries, addressing concerns promptly and professionally while maintaining a positive rapport with clientele.
  • Trained new hires on company policies, procedure, s as well as proper food handling techniques which resulted in reduced turnover rates.
  • Managed day-to-day FOH operations to drive quality, standards, and meet customer expectations.
  • Demonstrated leadership by keeping up with cleanliness and organization and delegating roles to employees.
  • Enhanced customer satisfaction by implementing effective front of house management strategies.
  • Analyzed customer feedback and implemented strategies to improve customer satisfaction.
  • Addressed guest concerns and resolved all issues to guests' satisfaction.
  • Improved staff retention by fostering a supportive work environment and providing ongoing training opportunities.
  • Monitored inventory levels closely to minimize waste while keeping costs under control through careful planning and purchasing decisions.
  • Boosted team morale through regular performance feedback sessions and recognition of exceptional work.
  • Collaborated with chefs to create seasonal menus and promotional offers.
  • Streamlined operations for improved efficiency and cost savings by overseeing staff scheduling, inventory, and ordering processes.
  • Utilized upselling techniques to maximize revenue and increase customer satisfaction.
  • Reduced wait times during peak hours, orchestrating more effective seating strategy that maximized dining room flow and guest experience.
  • Elevated dining ambiance, selecting and overseeing installation of new lighting and furniture that complemented restaurant's theme.

Loan Officer

Waterstone Mortgage
06.2021 - 02.2023
  • Submitted loan applications to underwriter for verification and recommendations.
  • Originated, reviewed, processed, closed and administered customer loan proposals.
  • Recommended loan approvals and denials based on customer loan application reviews.
  • Maintained strict confidentiality of bank records and client information.
  • Reviewed and edited loan agreements to promote efficiency and accuracy.
  • Complied with regulatory requirements of Bank Secrecy Act, Anti Money Laundering, OFAC, USA Patriot Act, Privacy Act and Community Reinvestment Act.
  • Advised clients on mortgage, education and personal loans.
  • Compiled database of loan applicants' credit histories, corporate financial statements and other financial information.
  • Obtained copies of applicants' credit histories and reviewed paperwork to determine feasibility of granting loans.
  • Handled customer complaints with relative ease by conducting research, listening carefully and taking appropriate action.
  • Proactively identified solutions for customers experiencing credit issues.
  • Monitored pipelines to track and log status of loans.

Beer Manager

Running Hare Vineyard
03.2019 - 02.2023
  • Resolved customer complaints involving food or beverage quality and service.
  • Maintained highest standards for beverage quality and service.
  • Coordinated daily and nightly shift safety and sanitation procedures for bar areas and entire restaurant.
  • Developed relationships with suppliers and vendors leading to special volume pricing discounts and availability.
  • Set and enforced performance and service standards to keep consistent, high-quality environment devoted to customer satisfaction.
  • Enacted progressive disciplinary measures for staff, managed work zones and oversaw opening and closing duties.
  • Managed bar and wait staff and directed hiring program.
  • Improved average wine and alcohol spend per guest through curation, service training and hands-on hospitality.
  • Oversaw selection, ordering and inventory controls of wine, beer and alcohol program.
  • Inspected preparation and storage equipment regularly to assess and maintain performance for cost-effective, safe operations.
  • Developed ongoing training initiative to improve beverage knowledge of serving employees.
  • Orchestrated positive customer experiences by overseeing every area of Beer operations.
  • Protected business, team members and customers by monitoring alcohol consumption and keeping operation in line with legal service requirements.
  • Complied with health and safety regulations.
  • Purchased beverage stock and handled all inventory needs.

Loan Officer

First County Mortgage
06.2020 - 06.2021
  • Submitted loan applications to underwriter for verification and recommendations.
  • Originated, reviewed, processed, closed and administered customer loan proposals.
  • Recommended loan approvals and denials based on customer loan application reviews.
  • Maintained strict confidentiality of bank records and client information.
  • Reviewed and edited loan agreements to promote efficiency and accuracy.
  • Complied with regulatory requirements of Bank Secrecy Act, Anti Money Laundering, OFAC, USA Patriot Act, Privacy Act and Community Reinvestment Act.
  • Advised clients on mortgage, education and personal loans.
  • Compiled database of loan applicants' credit histories, corporate financial statements and other financial information.
  • Developed and maintained relationships with local real estate agents.
  • Obtained copies of applicants' credit histories and reviewed paperwork to determine feasibility of granting loans.
  • Proactively identified solutions for customers experiencing credit issues.
  • Monitored pipelines to track and log status of loans.
  • Established plans and payoffs for customers' loans, prioritizing control of overall costs.
  • Explained very technical financial information to applicants in easy to understand language.

Store Manager

Arts Automotive
06.2018 - 06.2020
  • Managed inventory control, cash control and store opening and closing procedures.
  • Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
  • Completed point of sale opening and closing procedures.
  • Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
  • Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
  • Set effective store schedules based on forecasted customer levels, individual employee knowledge and service requirements.
  • Approved regular payroll submissions for employees.
  • Rotated merchandise and displays to feature new products and promotions.
  • Supervised guests at front counter, answering questions regarding products.
  • Coached sales associates on product knowledge by using wide variety of training tools.
  • Scheduled and led weekly store meetings for all employees to discuss sales promotions and new inventory while providing platform for all to voice concerns.

Manager

Admiral Tire & Auto
08.2014 - 06.2018
  • Manage 6 million dollar inventory including stock on-hand, transfers of items between stores, and maintain and adjust current stock levels to accommodate customer needs and to minimize overages of items not frequently utilized.
  • Prepare weekly schedule based off of sales and car count projections for front shop associates as well as technicians.
  • Directly involved in the hiring process, training staff members and ensuring proper sales techniques and safety procedures are being followed and utilized.
  • Maintain a positive work environment for all employees by providing staff lunches on occasion as well as by promptly and discreetly resolving any issues that arise.
  • Ensure positive customer experience and resolve any customer complaints before they escalate.
  • Manage daily margins for tires and service by utilizing Daily Report of Business and Sales Journal listings.
  • Since August 2014, consistent car count growth, by putting a Concentration on customer satisfaction and retention through use of survey system and phone script. With care count increase it provided more opportunity for use of credit card applications which directly affected our invoice average and correlated to direct effect to an increase of 40% across the board on service and tire units.
  • Work directly with ownership to create grass roots campaigns and market our company in local marketplace. Create lasting customer relationships through local events.

Manager

Tires Plus
05.2012 - 08.2014
  • Manage 3 million dollar inventory including stock on-hand, transfers of items between stores, and maintain and adjust current stock levels to accommodate customer needs and to minimize overages of items not frequently utilized.
  • Investigated and resolved customer inquiries and complaints in an empathetic manner.
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
  • Strong leader of customer support staff.
  • Trained staff on operating procedures and company services.
  • Identified individual development needs with appropriate training.
  • Updated customer orders from start to finish in an accurate and timely manner.
  • Responsible for keeping bills up to date and entire end of month processing and paperwork.
  • Maintained up-to-date knowledge of product and service changes.
  • Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.

Service Manager

Tires Plus
08.2011 - 05.2012
  • Schedule and ensure timely completion of service on vehicles, as well as correctly ordering all parts needed for job completion.
  • Ensure vehicles are properly quoted for service and labor as needed for repair and that the customer understood all work to be completed. Perform quality assurance check on all vehicles prior to customer pick up.
  • Maintain cleanliness of the garage.
  • Build rapport and strong working relationships with all Technicians and General Service Associates.
  • Execute job duties of associates when absent from work, Perform oil changes, Install tires etc.
  • Understand and manage monthly service and tire unit goals.
  • Established operational objectives and work plans and delegated assignments to back shop associates.

Sales Associate

Tires Plus
05.2010 - 09.2010
  • Prepared merchandise for sales floor.
  • Directed individuals to merchandise locations.
  • Maintained adherence to all company protocols.
  • Kept work areas clean and neat at all times.
  • Provided repeat customers with exceptional care and attention.
  • Worked collaboratively in team environment.
  • Excelled with sales numbers.
  • Established positive customer satisfaction and retention percentages.

Education

Studied - Business

Michigan Technological University
Houghton, MI
2008

Skills

  • Customer relations specialist
  • Natural leader
  • Organized
  • Unsurpassed work ethic
  • Dependable
  • Process improvement
  • Superb time management skills
  • Detail-oriented
  • Sales background
  • Employee relations
  • Recipient of Bridgestone Business Management/Sales Specialist Award
  • Vehicles for Change best automotive shop
  • Exceptional multi-tasker
  • Rapport and relationship building
  • TIPS Certified

Accomplishments

  • Leadership Development – “Top Gun” – finished class with top score on both presentation materials and overall class score.
  • Vehicles for change - Award winner best automotive repair facility.

Timeline

Front of House Manager

Annapolis Yacht Club
02.2022 - Current

Loan Officer

Waterstone Mortgage
06.2021 - 02.2023

Loan Officer

First County Mortgage
06.2020 - 06.2021

Beer Manager

Running Hare Vineyard
03.2019 - 02.2023

Store Manager

Arts Automotive
06.2018 - 06.2020

Manager

Admiral Tire & Auto
08.2014 - 06.2018

Manager

Tires Plus
05.2012 - 08.2014

Service Manager

Tires Plus
08.2011 - 05.2012

Sales Associate

Tires Plus
05.2010 - 09.2010

Studied - Business

Michigan Technological University

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David Keys