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Click here or scroll down to respond to this candidateCandidate's Name
Tel: PHONE NUMBER AVAILABLE EMAIL AVAILABLE Miami, FL Street Address
CUSTOMER SERVICE MANAGERInnovative and meticulous customer-service professional. Encompassing twenty-five years of customer satisfaction in the Banking and Financial Industry and the Hospitality and Tourism Industry. Quality-focused pragmatic leader and team-player, with proven track record of achievement. Focused on maximizing productivity, building alliances, and optimizing workflow. Proficient various Banking Industry procedures, such as Asset Recovery, Trace Record, Risk Management, Skip Tracing and AML. Diverse bank knowledge concerning financial products, various regulatory banking statutes.Excellent verbal and written communicationCreativityEthics & IntegrityAttention to detailAnalyticalCustomer-serviced focusedAbility to work independentlyTeam PlayerLeadershipFlexibilityOrganizational ManagementTime ManagementAdaptabilityProblem SolverCritical ThinkingInterpersonal SkillsHospitality ManagementPROGRAMS AND EQUIPMENTHospitality Management: OPERA Database and Property Management System, Virtual Matrix DatabaseManagement, GXP Guest Experience Platform, MICROS POS System, MARSHAReservation System (Marriott Automated Reservation System), FOSSEE Property Management System, MDO (My Digital Office)Banking and Financial Services: Develop IT, Rapport CRM, TRM, Skip Tracing, Fiserv, AMLPROFESSIONAL EXPERIENCEResidence Inn by Marriott Miami Beach South Beach Miami, FL Night Auditor March 2023 May 2023Balanced and reconciled the day's transactions and preparing financial reports, such as Revenue Report, Rooms Management Report, Credit Activity Report, Completions and Discrepancies Report, CXL Fee Report, GNS Fee Report, Charge Code History Report, Cashier Drop Control Report, Daily Checklist Report, etc.Performed a thorough audit of all guest accounts and financial transactions, verified and posted all guest charges, payments, and adjustments to guest folios accurately, and ensured the accuracy of room rates, packages, and discounts applied to guest accountsHandled general guest inquiries, requests, and complaints, as well as financial matters inquiriesAssisted with guest check-in and check-out processes during the night shift and managed reservations, room assignments, and room availability updatesAssisted with administrative duties, such as filing, data entry, and document management.Updated and maintained the hotel's OPERA database and property management systemBest Western Hotel Plus Bear, Delaware Food and Beverage Manager September 2020 December 2022Overseeing Operations: Managed all aspects of the hotel's food and beverage operations, including restaurant, private dining, and special event dining. Ensured smooth day-to-day operations utilizing Virtual Matrix Database, maintaining high standards of service, and addressing any issues that may arise.Menu Development: Collaborated with team members to develop menus that align with the hotel's brand and target market. Monitored trends, customer preferences, and competitor offerings to ensure the menus remain fresh, innovative, and appealing.Budgeting and Financial Management: Developed and managed the food and beverage department's budget. Monitored and controlled costs, including food and beverage. Maximized revenue through strategic pricing and cost-control measuresStaff Management: Recruited, trained, and supervised food and beverage professionals. Set performance standards, provided feedback, and fostered a positive work environment. Ensured adequate staffing levels and schedulingGuest Satisfaction: Ensured guest satisfaction by delivering exceptional service and addressed any guest concerns or complaints promptly. Monitored guest feedback and reviews to identify areas for improvement and taking appropriate actions to enhance the overall guest experienceHealth and Safety Compliance: Ensured compliance with health, safety, and sanitation regulations and implemented proper hygiene practices. Conducted daily inspections to maintain cleanliness and safety standards in all food and beverage areasInterior Design/Outdoor Landscaper Newark, DelawareFreelance Interior Design May 2014 February 2019Design Concept Development: Collaborated with clients to understand their requirements, preferences, and vision for interior and exterior spaces. Developed creative and innovative design concepts that align with the client's aesthetic, functional, and budgetary goalsMaterial Selection and Specification: Selected appropriate materials, finishes, furnishings, lighting, and accessories to enhance the aesthetics and functionality of interior and exterior spaces. Researched and sourced materials, collaborated with suppliers, and prepared detailed specifications and procurement schedulesBudgeting and Cost Control: Developed and managed client budgets, including design fees, materials, furnishings, and other project-related expenses. Monitored costs throughout the project lifecycle, sought cost-effective solutions, and ensured adherence to budgetary constraintsCapital One Bank, N.A. New Castle, DelawareInsurance Sales Card Member Services March 2012 November 2013Insurance Sales: Utilized Develop IT System to promote insurance products to bank card members, including life insurance, health insurance, travel insurance, and other relevant issues, such as, credit card protection, billing inquiries and loss claims. Developed and implemented sales strategies to meet or exceed sales targets and increase insurance product penetration among card membersCustomer Service and Relationship Management: Provided exceptional customer service to bank card members using strategic analytical skills, assisted with inquiries, addressed concerns, and provided guidance on insurance products and services. Developed and maintained strong relationships with clientele, fostered a collaborative partnership to ensure seamless rapport with customers and maintained positive relationships to enhance customer satisfaction and loyaltyCompliance and Regulations: Adhered to relevant laws, regulations, and compliance requirements governing insurance sales and services within the banking industry. Ensured that all interactions, processes, and documentation comply with legal and ethical standards.H.S.B.C. Bank, N.A. New Castle, DelawareSenior Customer Service Representative August 2005 March 2012Account Management: Managed and serviced customer accounts, including customer inquiries regarding payments, credit line increase requests, reconciliations, and account consolidations. Provided guidance and support to customers on various banking products and services offered by HSBC BankProblem Solving: Investigated and resolved complex customer problems or complaints, worked closely with internal departments to ensure timely and satisfactory resolution. Escalated issues when necessary and followed up with customers to ensure their concerns are addressedTraining and Development: Participated in training programs and continuous learning initiatives, such as Collections, Credit and Risk Management, etc. to enhance product knowledge, customer service skills, and stay updated on industry and regulatory changesEDUCATIONMiami Dade College Miami, FLCertificate, Business Operations Business Management August 2023Delaware Tech Community College Stanton, DelawareAssociate in Science, Criminal Justice/Criminal Forensic Science N/ABlue Ridge College Campus JCC Job Corps Marion, VirginiaGeneral Education Diploma (GED) June 1986Certificate, Retail Sales June 1986 |
