Customer Service Manager

Reb Ryan

**** *. ****** ****** ********, OR ***** Phone: 503-***-****

abmpbp@r.postjobfree.com

Restaurant Manager

Responsible for the entire operation of an Inn on Lake Ontario with a full Restaurant and two bars.

Re launched Stash Tea’s flagship store at the end of its second year of operations, with a questionable earnings ratio.

Conceptualized and orchestrated marketing campaigns that effectively reinforced and built brand images, yet focused it around

the customer’s personal relationship with tea. Included monthly newsletter, ads in local neighborhood newspapers, social

media and inbound marketing.

Designed and converted an old filling station into a drive thru café. Operated the café as a hands on manager opening 5 days

a week.

Possess strong interpersonal and communication skills and the ability to work effectively with a wide range of constituencies in

a diverse community. Expert in picking the right people for the team, training them effectively and retaining same staff over

long periods of time.

Skills

Creative Team Building & Customer Relations &

Leadership Community Liaison

Marketing Development & Delivery Budget/Project Management

Interdepartmental Communications Development of Training

Ability to Colour Outside the Lines Materials

Situation Analysis & Problem Inventory Control

Solving Multitasking in Fast Paced

Purchasing Environ

High Level of Tact & Diplomacy Organizational Skills

Professional Experience

STASH TEA COMPANY – Portland, OR

Multimillion dollar Tea Company

Retail Store Manager, 2/2007 to 3/2010

Managed all aspects of company flagship retail store. Responsible for all marketing and

communications functions, overseeing the budget and sales team. Direct customer service, team

management and development, customer tea tastings, communicate feedback with Quality

Assurance department, developed ways to retain customers. Consistently met and exceeded

budgetary sales goals.

Selected Accomplishments:

Developed and launched integrated, personalized marketing campaign focused on smaller neighborhood papers, monthly

newsletter to current customers and Social Media Marketing. The ongoing result has shown tripled sales from 2007 to 2010

Developed bond with local travel agencies for referrals that bring travelers in from around the world, making the Tea Store a

destination point with visitors to the area

Worked with the buyer to purchase store exclusives that are from Independently Owned Oregon based companies therefore

adding to the stores uniqueness and integrity

Developed on going tea tasting program for customers with an interest as a way to educate the public about the amazing world

of tea. Researched and written accompanying tea information sheets for over 250 loose leaf teas

Worked closely with CEO and VP in developing yearly store budget and delineating it down into a P&L.

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Reb Ryan Resume

Wrote tea associate training manual and developed extensive three month training program to immerse staff into the world of

tea. Developed and ran company wide team building exercises.

Responsible for time management; employee development, counseling, and orientation, team building, recruiting, job posting,

resume screening; staff training sessions; hiring and terminations.

Maintained smooth companywide employee relations and stressed importance of customer service upon staff.

BUZZ CAFE – Denver, CO

Fast Paced Café with Drive Thru and Indoor Seating.

Owner/Operator, 3/2001 to 12/2006

Opened and managed entire operations for café on the third busiest street in Denver. Bought all

of the equipment, hired contractors, built the menu from scratch, hired and trained all the staff.

Developed and executed an advertising campaign. Business showed a substantial increase within

the first year. Transformed it into an internet café in second year of operations successfully tripling

business. Worked with staff continuously striving to improve customer service friendliness and efficiency.

Selected Accomplishments:

Responsible for the creation of detailed monthly reports to track inventory and set budgetary goals managing to exceed them

yearly.

Planned and executed special events to include art openings, fundraisers, neighborhood and community events

2001 & 2002 5280 Magazine Buzz Fill’er Up Café voted “Editor’s Choice, Best New Coffee

House & Top Coffee House”

2003 2005 OutFront Buzz Fill’er Up Café voted “Best Hip Caffeine Culture” & “Best Drive

Thru Coffee”

CHARTER HOUSE INN – Henderson Harbor, NY

Inn with full Restaurant and 2 Bars

Restaurant/Facilities Manager, 1/1998 to 1/2001

Responsible for entire operation of an eight room Inn with a full restaurant & bars on

Lake Ontario in upstate New York. Coordinated with Chef and staff planning menus,

purchasing product for both bar and restaurant. Maintained high standard of quality on

all aspects of food and drinks. Worked alongside staff nurturing a cohesive unit and

maintaining high customer service standards.

Selected Accomplishments:

Responsible for coordinating summer events. Events included, but not limited to planning group fishing trips, weddings,

birthday parties, Christmas in July, excursions to local tourist spots, chartered boat tours of the Thousand Islands.

Responsible for menu planning to include, but not limited to developing and introducing new items on an already established

menu as well as embellishing on current dishes already available. Infusing local seasonal foods with an eye on both organics

and sustainability keeping in line with the slow food movement.

Assigned, scheduled and supervised the modification of kitchen space as well as addition of new patio bar on the water

effectively dealing with the NYS Liquor Authority reassignment and licensure on the expansion.

Technology

PC & Mac Literate; Extensive experience with MS Office Professional to include Word and Excel; MS

Software:

Project; Word Perfect ; Lotus ; Micros; Digital Dining; Various POS Systems; Track It; Internet proficient.

Twitter; Facebook; Google Buzz; Word Press; Mashable; Diggit; Social Media Explorer; LinkedIn;

Web:

Firefox; Chrome; Blogger.

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Reb Ryan Resume

Education

SYRACUSE UNIVERSITY – Utica, NY

Bachelor of Science, 12/1994

Major: Business Administration Minor: History

Experience

General Manager Stash Tea Retail, OR, 2007 2010

Owner/Operator Buzz Fill’er Up Café, CO, 2001 2006

General Manager Charter House Inn, NY, 1998 2001

General Manager Dr. Lahey’s Garden Center, MA, 1994 1998

Administrator Angel’s Inn Adult Home, NY, 1987 – 1994

References on Request

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Reb Ryan Resume

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