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Click here or scroll down to respond to this candidateCandidate's Name
Customer Service Manager with over 20 years of diverse experience and training.Braselton, GA 30517EMAIL AVAILABLEPHONE NUMBER AVAILABLEWith over 20 + years of management experience, within these positions, I have lead teams of 5 to over 55+ employees, beat goals by over 350% and achieved high listed ranking and corporate recognition multiple times. I have studied and followed all kinds of guidelines and regulations such as OSHA, FDA, cGMP, GHA, CLIA and Fair Housing. Employee appreciation and development have always been a high priority focus, as when you invest in your employees, the employees invest more into their work, providing a greater ROI.Authorized to work in the US for any employerWork ExperienceProperty ManagerWeinstein Properties-Buford, GAJanuary 2024 to July 2024 Managed and oversaw daily operations of the residential properties, ensuring efficient and smooth functioning of all aspects of property management Developed and maintained positive relationships with tenants, addressing concerns and inquiries promptly, contributing to a high tenant satisfaction rate Conducted regular property inspections to identify maintenance needs, safety hazards, and compliance issues, ensuring a well-maintained and safe living or working environment Conducted market analysis and participated in weekly revenue calls to set competitive rental rates, contributing to increased property revenue and market competitiveness Handled tenant disputes and conflicts professionally and effectively, maintaining positive relationships and minimizing legal complications Conducted regular staff training sessions for property maintenance and management personnel, enhancing team productivity and performanceAssistant Front Office ManagerLake Lanier Islands Resort-Buford, GAOctober 2022 to December 2023Works closely with management, employees and supporting departments through reliable and consistent relationships to provide a professional and enjoyable experience for every guest that books a stay with Legacy LodgeHighly focused on customer service and where adjustments need to be made to provide a more empathetic but responsible response to guest concerns and issues and is constantly working with staff to ensure they feel empowered and confident in their ability to provide such a high level of customer service and service recovery when neededAccepts personal responsibility and ownership of decisions made regardless of the outcomes and works closely with fellow management to provide a strong and cohesive unit to support the surrounding branches of the Rooms departmentOften assists other departments with requests that over laps into the Rooms Department such as billing corrections, compensation adjustments and accommodation upgrades Filters through applicants and interviews for various positions needed while seeking out key skills and talents that can be added to our current team and environment Assists in training and directing employees in operational procedures through verbal and written communicationsAssisted with payroll and employee timecard reconciliation and time off/scheduling requests for Front Desk, PBX, Reservations, Group Rooms Coordinator, Night Audit, Front Gate, Trolley, Cart Attendants and Spa staffAssists with maintaining weekly resumes and ensuring the staff is knowledgeable of the contracted commitments to each guest/groupPrimary focus of monitoring the front gate and it's staff, as well as being fully hands on with managing Tranquility Spa and all of it's daily duties and tasks associated with the day to day procedures Works closely with contracted AAA to ensure the best welcoming experience is being provided ACCOUNT EXECUTIVEGANNETT MEDIA-Braselton, GANovember 2021 to October 2022Works a book of business designed to grow revenue and cultivate relationships with clients. Uses proven sales techniques to help client determine best path for success with advertising products. Manages order entry and oversees ad approval from the client. Exercises excellent customer service at all times with intentions of providing valuable customer service and interactions with the client.Works as part of a team, both providing support and relying on others for support as well. Works closely with manager to determine best approaches and direction to reach sales goals. Uses time management skills and efficiency to ensure all tasks are done within a timely manner. CLASSIFIED SALES MANAGERGANNETT MEDIA-Athens, GAFebruary 2019 to November 2021Handles all Classified ads, including Legal Ads, Obituaries, and Classifieds related Retail ads. Manage meeting weekly deadlines and monthly and quarterly goals. Acts as a local customer service rep to satisfy the concerns and needs of customers Manages classifieds sales efforts through outbound telemarketing efforts to grow revenue with a focus on digital and print recruitmentConsistently meets or exceeds monthly and quarterly sales targets Uses experience and judgment to plan and accomplish goals Designs, orders and verifies all ads within classifieds are ordered and placed with accuracy Follows legal guidelines and requirements for Legal ad placement as well as followup with notarized affidavits as neededMaintains Service Directory within multiple papers FRONT OFFICE MANAGERHOLIDAY INN EXPRESS-Commerce, GANovember 2018 to February 2019Worked collaboratively with all members of the front office team in departmental planning, development and execution.Ensured front office staff and management was properly trained to standards and able to carry out the operations of each department.Ensured that all complaints regarding service and/or accommodations are investigated and resolved. Provide Leadership / Mentoring to Front Office staff. Maintain complete knowledge of all Front Office department policies/service procedures. Monitor security of public areas of the hotel.Provide training, development, professional discipline, and positive support for all department employees to ensure qualitative standards and growth, depth and development. Anticipate guests and employees needs and respond promptly. Promote positive guest relations at all times.CENTER MANAGERBIOTEST-Athens, GAMarch 2014 to July 2018Managed and monitored Center expenses and budget to meet expected goals. Oversaw center staffing and monitored labor costs with minimal overtime. Utilized human resource techniques with effective interviewing, counseling, discipline, and motivational techniques for employees including required documentation.Developed plans to achieve Center objectives and utilized applicable resources to measure effectiveness of plans and consistently met or beat corporate set goals Communicated with staff customers and Corporate Office, verbally and in writing, regarding policies, regulations and programs.Worked closely with Quality Assurance Specialists to ensure compliance to all Standard Operating Procedures. Participated and lead weekly Compliance Meetings with Quality Assurance Specialists. Utilized applicable computer systems for donor and plasma unit management and sample processing systems e.g. rapid entry, packing lists, labeling, sample mailings, plasma shipments, UTRFLs and management of Unsuitable Units, Re-classing Donors and Units. Regularly participated in, and hosts, Audits and Inspections by Customers and Regulatory Agencies. Preparation for audits and inspections prior to the scheduled date(s) may include items such as: Center cleaning, facility repairs, staff training, preparation of documents, and assisting Quality Assurance Specialist.Worked closely with the Donor Services Representative on all center promotions, community events, and employee relations (incentives).Implement special incentive bonus promotions for donors participating on various Immunization Programs to improve donor retention.ASSISTANT GENERAL MANAGERHOLIDAY INN EXPRESS-Dickson City, PAApril 2011 to September 2013Managed all interviewing and hiring of employees for all departments. Extensive overview of breakfast are and inventory. Worked closely with GM on budgeting, goals, and identifying Rates and trends of the surrounding areas. We were ranked 13th in the nation out of 2200+ hotels of the same caliper. Supervised work at all levels (receptionists, kitchen staff, housekeeping, office employees, facilities etc.) and set clear work objectivesPlanned activities and allocated responsibilities to achieve the "work smarter, not harder" atomosphere Manage budgets/expenses, participated in weekly finance calls Communicated with customers on all levels, from greetings, to fairwells, to billing issues and customer complaintsCollaborates with Sales to arrange and coordinate external parties such as suppliers, travel agencies, event/conference planners etc.Inspect facilities regularly and enforce strict compliance with health and safety standards RESTAURANT MANAGERTONY'S SUSHI II-East Moriches, NYJune 2000 to April 2010Managed all Front of the House aspects of 3 of Tony's Sushi locations. Handled hiring, training, and recruitment. Planned and designed menues and all advertising. Did all ordering and inventory for FOH EducationHigh school diplomaSkills Time Management Goal Oriented Training & Development Account Management Management Fundraising Quality Inspection Recruiting Leadership Quality Assurance Guest Relations Experience Labor Cost Analysis Office Management Expense Management Time management Data entry Clerical experience Customer service Hotel experience Budgeting Hospitality Office Administration Restaurant management English Hotel management Microsoft Office Payroll Customer service Customer relationship management Hospitality Upselling Hotel experience Resort Workday Leadership Order entry Salesforce Account management Property Management Fair Housing Regulations Yardi NegotiationAssessmentsCustomer focus & orientation ProficientMay 2021Responding to customer situations with sensitivity Full results: ProficientAttention to detail ProficientOctober 2021Identifying differences in materials, following instructions, and detecting details among distracting informationFull results: ProficientManagement & leadership skills: Impact & influence Proficient October 2021Choosing the most effective strategy to inspire and influence others to meet business objectives Full results: ProficientSupervisory skills: Motivating & assessing employees Proficient September 2022Motivating others to achieve objectives and identifying improvements or corrective actions Full results: ProficientGeneral manager (hospitality) ProficientMarch 2021Solving group scheduling problems and reading and interpreting P&L statements Full results: ProficientSpreadsheets with Microsoft Excel ProficientAugust 2022Knowledge of various Microsoft Excel features, functions, and formulas Full results: ProficientWork style: Conscientiousness ProficientJanuary 2024Tendency to be well-organized, rule-abiding, and hard-working Full results: ProficientManagement & leadership skills: Impact & influence Proficient September 2023Choosing the most effective strategy to inspire and influence others to meet business objectives Full results: ProficientOffice manager ProficientAugust 2022Scheduling and budgetingFull results: ProficientHR: Compensation & benefits ProficientSeptember 2022Knowledge of compensation and benefits programsFull results: ProficientAdministrative assistant/receptionist Proficient December 2023Using basic scheduling and organizational skills in an office setting Full results: ProficientManagement & leadership skills: Planning & execution Proficient December 2023Planning and managing resources to accomplish organizational goals Full results: ProficientGeneral manager (hospitality) ProficientOctober 2021Solving group scheduling problems and reading and interpreting P&L statements Full results: ProficientCustomer service ProficientOctober 2021Identifying and resolving common customer issuesFull results: ProficientFront desk agent (hotel) ProficientAugust 2022Selecting hotel rooms based on verbal requests and identifying errors in hotel data Full results: ProficientRecruiting ProficientDecember 2023Managing the candidate sourcing and selection process Full results: ProficientSales skills ProficientMay 2021Influencing and negotiating with customersFull results: ProficientTyping ProficientOctober 2021Transcribing textFull results: ProficientIndeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field. |
