Hi, I’m
Gerard McShane
Wishaw,North Lanarkshire
Summary
Accomplished Front Of House Manager who is flexible, hard working, and results focused in a fast paced, high volume department. I have exceptional communication skills, both written and verbal, and an excellent reputation for resolving problems and improving customer satisfaction. Proven record of outperforming sales objectives and exceeding service standards.
Overview
28
years of professional experience
6
years of post-secondary education
Work history
Peter VardyMotherwell, North Lanarkshire
Front of House Manager
05.2014 - Current
Job overview
- Currently managing a team to meet and exceed monthly Department targets and KPI's.
- Assess team performance, identifying weak areas for improvements and acknowledging achievements.
- I have created and drive a goal orientated department, using individual performance reviews and departmental meetings.
- Assist and deputise for the Service Manager when required.
- Building firm but respectful relationships with staff, leading by example and providing continued encouragement for high levels of motivation and satisfaction.
- I take a proactive approach in analysing customer feedback and trends in order to drive process improvements.
- Implement improvements to service procedures, improving customer satisfaction scores.
- Coach and mentor new team members to build high-performing team for optimum productivity.
- Champion development of new services to improve operational output and meet KPIs.
Peter VardyMotherwell, North Lanarkshire
Senior Customer Service Advisor
05.2009 - 05.2014
Job overview
- Led and supported customer service advisors to achieve objectives and daily targets.
- Capitalised on upsell opportunities with new and existing customers.
- Collaborated with staff members to enhance customer service experience and exceed client satisfaction rate targets.
- Enhanced customer satisfaction ratings by managing client enquires through to resolution.
- Followed up on unresolved customer issues to investigate and resolve problems.
- Completed documentation and logs each day, generating daily and weekly reports.
Douglas Park BMW / MINIHamilton, South Lanarkshire
Customer Service Advisor
05.2006 - 05.2009
Verve VWWishaw, North Lanarkshire
Customer Service Supervisor
05.2003 - 05.2006
Verve VW Glasgow, Glasgow City
Costing Clerk
05.2001 - 05.2003
Lomond AudiGlasgow, Glasgow City
Parts Advisor / Service Advisor
05.1999 - 05.2001
Verve VWGlasgow, Glasgow City
Parts Advisor
05.1997 - 05.1999
Ian Skelly VWWishaw, North Lanarkshire
Apprentice Parts Advisor
08.1995 - 05.1997
Education
Taylor High SchoolNorth Lanarkshire
Scottish Qualifications Certificate from Standard Grades in Maths, English, Modern Studies, Craft And Design, P.E.
08.1989 - 08.1995
Skills
- Front of House (FOH) training
- Guest feedback management
- POS system operations
- Excellent communication
- Cost control procedures
- Engaging leadership style
- Training and mentoring
- Guest dispute resolution
- Exceptional customer relations
Availability
See my work availability
Not available
Available
Monday
Tuesday
Wednesday
Thursday
Friday
Saturday
Sunday
morning
afternoon
evening
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Hobbies
I have always been a keen footballer, and still play in an over 35s league. I was the player manager for 2 years. I also enjoy running and golf.
Timeline
Front of House Manager
Peter Vardy
05.2014 - Current
Senior Customer Service Advisor
Peter Vardy
05.2009 - 05.2014
Customer Service Advisor
Douglas Park BMW / MINI
05.2006 - 05.2009
Customer Service Supervisor
Verve VW
05.2003 - 05.2006
Costing Clerk
Verve VW
05.2001 - 05.2003
Parts Advisor / Service Advisor
Lomond Audi
05.1999 - 05.2001
Parts Advisor
Verve VW
05.1997 - 05.1999
Apprentice Parts Advisor
Ian Skelly VW
08.1995 - 05.1997
Taylor High School
Scottish Qualifications Certificate from Standard Grades in Maths, English, Modern Studies, Craft And Design, P.E.
08.1989 - 08.1995
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