Laurie Neef
Murphysboro
Summary
Dynamic operations leader with a proven track record at 17th Street BBQ, excelling in team leadership and relationship building. Spearheaded service improvement initiatives, enhancing customer satisfaction and driving revenue growth. Skilled in negotiation and staff development, fostering a collaborative environment that promotes long-term success.
Overview
30
30
years of professional experience
Work History
VP/Director Of Operations/Catering Manager
17th Street BBQ
10.1999 - 06.2025
- Cultivated strong relationships with staff, customers, vendors, and community leaders to promote collaboration and long-term success.
- Led my team on completion of major projects across six lines of business.
- Demonstrated proficient leadership skills to motivate employees and build competent teams.
- Developed new revenue streams by identifying growth opportunities and forging strategic partnerships with key industry players.
- Identified opportunities to improve business process flows and productivity.
- Transformed customer experience by designing and executing comprehensive service improvement initiatives aimed at enhancing satisfaction levels.
- Oversaw business-wide changes to modernize procedures and organization.
- Created succession plans to provide continuity of operations during leadership transitions.
- Oversaw daily operations across multiple departments, ensuring seamless coordination and efficient execution of tasks.
- Oversaw day-to-day production activities in accordance with business objectives.
- Set up all catering events for in-house and off-site.
- Helped with bookkeeping.
- Did the billing for catering customers.
- Organize all special events involving traveling.
Customer Service Representative
Christie Clinic
06.1995 - 09.1999
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Handled billing and insurance disputes for customers.
- Worked directly with families who had financial hardship due to their babies being born prematurely.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
Education
Administration And Accounting
John A Logan College
Carterville, IL05-1994
Skills
- Team leadership
- Relationship building
- Decision-making
- Critical thinking
- Coaching and mentoring
- Client relationship building
- Customer service
- Negotiation and persuasion
- Training and mentoring
- Staff development
- Staff training
- Policy and procedure development
- Recruiting and hiring
Timeline
VP/Director Of Operations/Catering Manager
17th Street BBQ
10.1999 - 06.2025
Customer Service Representative
Christie Clinic
06.1995 - 09.1999
Administration And Accounting
John A Logan College
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