Kristen Ramirez

• Resolved customer complaints efficiently, enhancing overall satisfaction.
• Tracked orders to ensure timely delivery of products and services.
• Answered customer inquiries through phone, email, and chat with accurate information.
• Identified improvement opportunities in customer service processes and recommended changes.
• Collaborated with departments to resolve complex problems meeting customer needs.
• Maintained detailed records of customer interactions for future reference.
• Executed administrative tasks including filing, updating databases, and generating reports.

• Created promotional materials, including brochures, flyers, ads, and direct mail pieces, using Adobe products and Canva.
• Coordinated with the marketing team to ensure brand consistency in all campaigns.
• Organised tradeshows and events to promote products or services.
• Assisted in product development by providing input on customer preferences.
• Provided support to the sales team in order to reach monthly goals.
• Compiled weekly and monthly reports of sales activities for management review.
• Developed presentations for internal and external audiences regarding products and services.
• Monitored industry trends and news related to company products and services.
• Managed social media accounts such as Facebook, Instagram.
• Tracked inventory levels of promotional items used at tradeshows or events.
• Performed administrative tasks such as scheduling appointments or updating databases.
• Responded promptly to customer inquiries via phone or email in a professional manner.
• Analyzed competitors' marketing campaigns for insights to gain attention and sales for clients.
• Managed sample product distribution and customer incentive programs to increase sales.
• Coordinated preparation and shipping of sales kits, welcome packages and gifts for customer outreach.
• Identified appropriate solutions to minimize issues and quickly solve problems.
• Supported sales team members to drive growth and development.

• Answered customer inquiries and provided accurate information regarding products and services.
• Processed all orders promptly to ensure customer delivery times were met.
• Provided excellent customer service to resolve customer complaints in a timely manner.
• Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
• Performed administrative tasks such as filing paperwork, updating databases and generating reports.
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Educated customers on special pricing opportunities and company offerings.

Clubhouse Operations and

Manage Functions and events

• Ensured that the Assistant Managers and all team members comply with all WH&S, liquor and gaming legislation
• Organised all events and functions from initial enquiry to feedback after the event.
• Liaised with other departments to ensure we all worked together harmoniously.
• Coordinated all food & beverage requirements options for internal & external events
• Maintained event and booking data base.
• Developed and implemented a Standard Operating Procedures manual in conjunction with my team to improve customer service, maintain standards and encourage repeat business
• Directed Assistant Managers in developing team members through effective performance management
• Achieved agreed objectives and interpreted trading results, then provided, if warranted, recommendations to the General Manager
• Developed strategies to decrease costs and improve gross margins
• Addressed house maintenance matters and ensuring all equipment and buildings are operating properly including the Club’s cleaning, maintenance and security operations

Business Development

Marketing and Communications

• Researched, developed and implemented a marketing plans to increase revenue in the Club’s food & beverage, functions and corporate days.
• Built and maintained internal and external relationships
• Managed print and online advertising as well as social media platforms and identify media opportunities for the Club
• Maintained website with up to date events calender, menus and all Member Hospitality information.

Membership

• Built relationships with members to facilitate the identification and execution of opportunities for the Club to grow and better service its members.
• Actioned membership feedback

Finance

• Developed, reviewed and maintained budgets for sales and marketing of internal & external events, clubhouse maintenance and food and beverage operations.
• Reviewed and implemented pricing strategies for events, food and beverage
• Provide Assistant Managers with weekly revenue forecasts, this is to ensure the rostering of staff is in line with budget

Reporting

• Provided the House Committee with a monthly sales report for events, food and beverage including forecast.
• Prepare and circulate weekly Clubhouse event and activities sheets to all relevant team members
• Conducted monthly stocktakes
  
  

• Completed thorough opening, closing and shift change functions to maintain operational standards each day.
• Inspected dining and serving areas for cleanliness and proper setup.
• Complied with health, sanitation and liquor regulations by clearly communicating and reinforcing standards and procedures to employees.
• Updated computer systems with new pricing and daily food specials.
• Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
• Optimized profits by controlling food, beverage and labor costs.
• Coached staff on strategies to enhance performance and improve customer relations.
• Trained front-of-house staff on restaurant policies and procedures, guest service techniques and communication skills to promote positive experiences.