Harley Massaro
Clairton
Summary
Diligent customer service professional successful at satisfying different types of customers with creative and knowledgeable solutions. Leads teams of customer service-focused professionals to improve customer ratings, reduce complaints and increase business. Customer Manager offering a track record of cultivating customer loyalty and retention. Accustomed to working in fast-paced environments with decisive problem-solving skills and competency in defusing high-pressure situations. Superb analytical skills leveraged to proactively improve customer service processes and garner stellar customer feedback. Dedicated customer experience professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
14
14
years of professional experience
Work History
Customer Experience Manager
Black Bear Sports Group
03.2023 - Current
- Managed escalated customer issues promptly, ensuring timely resolutions and maintaining positive relationships.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Conducted regular performance reviews with team members, fostering professional growth and development.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Developed personalized solutions for customers, resulting in increased loyalty and repeat business.
Cleaning Staff/Extra Help
Black Bear Sports Group
03.2023 - 03.2023
- Cleaned and sanitized bathrooms, kitchens and other similar areas according to established protocols.
- Removed trash, debris and other waste materials from premises.
- Cleaned and polished glass doors, mirrors and other surfaces to maintain professional appearance.
- Used time management and efficient cleaning methods to meet deadlines.
- Inspected building for potential safety hazards, reporting identified concerns to supervisor.
- Used vacuum and shampooers to clean carpeted areas in offices, lobbies and corridors.
- Assisted with special facility events by preparing rooms, installing decorations and transporting supplies.
- Helped outside crew complete grounds maintenance tasks such as mowing grass, trimming bushes and removing debris.
- Painted indoor areas such as hallways, bathrooms, and lobbies.
- Worked holidays and weekends depending on shifting needs of project.
- Performed post-event tasks such as breaking down areas, removing trash, and cleaning facilities.
- Welcomed guests to events, checked invitations, and oversaw proper seating.
- Oversaw refreshments counter, selling food items to customers and maintaining sufficient stock of products and supplies to meet expected needs.
Housekeeping Manager
Jefferson Hospital
04.2017 - 05.2022
- Communicated repair needs to maintenance staff.
- Worked with front desk to respond promptly to all guest requests.
- Trained and mentored all new personnel to maximize quality of service and performance.
- Assigned housekeeping staff to specific rooms based on abilities and daily requirements.
- Adhered to safety protocols by enforcing proper equipment usage.
- Increased employee performance through effective supervision and training.
- Completed schedules, shift reports and other business documentation.
- Evaluated employee performance and developed improvement plans.
- Drove improvements to workflow and room turnover with hands-on, proactive management style.
- Disposed of trash and recyclables each day to avoid waste buildup.
- Kept building entryway glass clean and polished for professional presentation.
- Managed a 300 count bed hospital
- Managed staff of 30 housekeepers.
- Completed schedules, shift reports, and other business documentation.
- Developed and implemented detailed housekeeping standards to promote cleanliness standards for guest rooms and common areas.
- Investigated guest complaints and resolved issues to increase customer satisfaction and establish trust.
- Conducted regular room inspections to verify compliance with housekeeping standards.
- Trained and mentored new staff on cleaning and safety protocols.
- Scheduled and prioritized tasks to staff, overseeing work completion.
- Prepared and submitted reports to demonstrate staff productivity and areas of improvement.
- Coordinated with outside vendors to provide supplies and equipment for staff.
- Collected, validated, and distributed information to employees.
- Troubleshot employee concerns and recommended corrective actions to resolve issues.
- Generated reports to suggest corrective actions and process improvements.
Cook
Mount Vernon Of South Park
07.2016 - 04.2017
- Set up and prepared cooking supplies and workstations during opening and closing to maximize productivity.
- Prepared multiple orders simultaneously during peak periods with high accuracy rate, maximizing customer satisfaction and repeat business.
- Changed and sanitized cutting boards, benches and surfaces between tasks to avoid cross-contamination.
- Maintained well-stocked stations with supplies and spices for maximum productivity.
- Created identical dishes numerous times daily with consistent care, attention to detail and quality.
- Instructed new staff in proper food preparation, storage, use of kitchen equipment and sanitation.
- Transitioned between breakfast and lunch service.
- Help the dishwasher with dishes if needed.
- Prepaired special diets for residents including ground foods and purees.
Cook/Dietary Aide
Mount Vernon Of Elizabeth
06.2010 - 07.2016
- Served meals to residents in accordance with established schedules and dietary procedures.
- Washed plates, cups, serving and eating utensils and kitchen equipment in commercial dishwasher.
- Maintained strict levels of cleanliness for tables, floors and prep areas.
- Cleared tables and removed dishes, trays and utensils from dining room to dishwashing area.
- Set up and prepared cooking supplies and workstations during opening and closing to maximize productivity.
- Assisted in maintaining dry storage areas and handling unpacking, dating and rotating of food and non-food supplies as directed.
- Delivered nourishment and supplements to nurse station for distribution to specific residents.
- Distributed food during busy peak periods to drive customer satisfaction.
- Increased aide productivity by working closely with staff to redesign cleaning protocols, processes and workflows.
Education
No Degree - Party Planner
IAP Career College
Online03.2022
High School Diploma -
Elizabeth Forward Senior High School
Elizabeth, PA06.2011
Skills
- Customer Empathy
- Proficient in managing tasks and meeting deadlines
- Engagement strategy development
- Procedure writing
- Staff Management
- Decision-Making
- Customer Relationship Management (CRM)
- Microsoft Office
- Staff Monitoring
- Relationship Building
- Team Recruiting and Hiring
- Strategic Planning
- Corporate Communication
- Training and Onboarding
- Teamwork and Collaboration
- Problem-solving abilities
Timeline
Customer Experience Manager
Black Bear Sports Group
03.2023 - Current
Cleaning Staff/Extra Help
Black Bear Sports Group
03.2023 - 03.2023
Housekeeping Manager
Jefferson Hospital
04.2017 - 05.2022
Cook
Mount Vernon Of South Park
07.2016 - 04.2017
Cook/Dietary Aide
Mount Vernon Of Elizabeth
06.2010 - 07.2016
No Degree - Party Planner
IAP Career College
High School Diploma -
Elizabeth Forward Senior High School
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