KEM CONWAY

**** ****** *****. • Macon, GA ***** • 719-***-**** • acq08v@r.postjobfree.com

CLIENT RELATIONS OFFICE OPERATIONS HOSPITALITY Performance driven client administrative professional with twenty plus years of successful years facilitating support services and working in fast-paced office operations. Strong organizational and communication skills with the ability to concurrently direct multiple business activities. Advanced understanding of customer needs with diligent attention to detail resulting in superior customer service and high levels of client satisfaction. I strive to be a goal-oriented professional individual with strong communication and interpersonal skills. Effective critical thinking, organizational and planning experience. Strong work ethic with demonstrated success in both teamwork and individual situations. Strengths include quantitative analysis, planning, project management and program execution. EDUCATION

University of Phoenix, Jacksonville, FL

Masters of Business Administration, 2014

University of Phoenix, Colorado Springs, CO

Bachelor of Science in Business with a concentration in Hospitality, 2012 EXPERIENCE

Quality Inn and Howard Johnson Jacksonville, FL

General Manager 8/2011 – Present

As the General Manager and Manager my position was the key success of both Quality Inn and Howard Johnson. I had the duties of overseeing all aspects of the hotel operations including: guest relations, front desk, housekeeping, maintenance, finances, team building, and staff development. I possess strong communication skills, both verbal and written, and demonstrate outstanding leadership. As the General Manager I delegate responsibilities, organize complex projects, and establish priorities consistent with hotel objectives. Typically, directly supervise 2 to 30 employees at the hotel, including all department heads. Indirectly supervises all hotel personnel. I carried out supervisory responsibilities in accordance with the Company’s policies, training programs, and applicable laws. Responsibilities include financial management, revenue management, sales and marketing, guest satisfaction, organizational leadership, people development, account management, information management, reporting, asset management, recruiting, interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

CareCore National Colorado Springs, CO

Clinical Reviewer Supervisor 9/2006 - 5/2011

Working remotely from a home base to working in the local office I worked with ICD-9, CPT coding, medical terminology, and provided information onipt.pw/2903htm GAP forms. I demonstrate an understanding of authorization and notification process, utilization management, NCQA and URAC principles, policies, medical terminology, and procedures. Processes clinical notification requests for radiological services from physician offices, and imaging centers, collecting demographic information with computer use data entry. Gathered and documented clinical information regarding requested radiological, and oncology services through a series of scripted questions. Prepares program correspondence as needed, training of current or new employees, performs various clerical functions, and performs screening or written requests for part of special projects as assigned. Demonstrates customer service skills to meet the needs of the physician office staff, members, or imaging center staff.

Econolodge Colorado Springs, CO

Front Desk Clerk Supervisor 11/2005 - 6/2011

The main responsibility is to meet the needs of all guests staying with the hotel such as reliable, responsible, and dependable, and fulfilling obligations. Job duties include answering phones, booking reservations, responding to emails and electronic reservations, greeting guests upon entry to the hotel, checking in new guests, checking out guests with cash or credit cards, answering questions, and providing any necessary services to ensure a customer’s satisfaction. The job functions varied and numerous, depended on the seasoned. Maintaining composure, keeping emotions in check, controlling anger, and avoiding aggressive behavior, even in very difficult situations. TriWest Colorado Springs, CO

Customer Service Representative 11/2005 - 9/2006

Developing one's own ways of doing things, guiding my way with little or no supervision, and depending on oneself to get things completed. Listening, understanding, and being concern for customer needs and requirements. Explaining military benefits of an insurance policy when he or she does not understand procedures. Creativity and alternative thinking to develop new ideas for and answers to work-related problems. Speaking to provider confirming the customers’ benefits, taking payments, providing effected dates of policies, searching for providers, claim benefits, coping, faxing, and leaving the customer with a better understanding of his or her benefits. I helped the customers by developing good communication skills, active listening techniques, building rapport, and use of empathy. I also helped the client with accounting issues, taking incoming calls, answering billing questions, processing different forms of payments. Days Inn/Super 8 Colorado Springs, CO

Night Auditor/Front Desk Clerk 11/2001 - 12/2005

Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times. The main duties as the night auditor were to audit the daily guest ledger of the hotel to verify and balance entries. The records would show all accounts receivable, such as room charges, room services, and telephone calls. If any discrepancies appeared, I would investigate and correct any issues. Creating a daily and ensure the correct starting cash amounts at the front desk for the morning clerks. My secondary duties were also front desk agent. Work at the front desk checking customers in and out and keeping track of everything correctly in the computer. Manage paperwork correctly. Taking care of customer complaints and needs. Carmike Cinemas Lawton, OK

Manager/Assistant Manager 1/1994 - 11/2001

Constantly strive to be flexible, dependable, and responsive in responding to the customers’ needs. Opening and closure of theatre. Duties included, but not limited to – Payroll, Inventory ordering, and controlling of supplies, Bookings, Bank pickup and drop off, Schedule setting for movies to be printed in the newspaper for public viewing, Scheduling of 42 employees, Hiring, and Customers and employees complaints, Ensuring that every customer received great customer service. RELEVANT SKILLS

Typing to 55 WPM Computer literate - MS Office Suite Payroll Program Daily Revenue System

Yield Management Systems Control Reservation Systems Property Management Systems Wynham Wynguest

Basic bookkeeping Customer service

Choice advantage Choice Central My Portal

Office machines Multi-tasking

Administration and Management

Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.

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