Hospitality

Jeffery T Sturdivant

****-*** ********* **. ******

Charlotte, NC 28226 ******@*****.*** Home: 704-***-****

Cell: 704-***-****

• Dedicated customer service manager with 14+ years of experience in “big box” retail and the hospitality settings. Consistently achieve record-high customer satisfaction rankings, improvements to the bottom line and turnaround of underperforming operations.

• Respected builder and leader of customer-focused teams; instill a shared, enthusiastic commitment to customer service as a key driver of company goal attainment. Lead by example and ensure the execution of all safety, security, quality and operations policies.

Areas of Expertise

Customer Service Management

Complaint Handling & Resolution

Retail Operations Management

Payroll (ADP/Paychex) Customer Satisfaction Enhancement

Front-End Supervision

Sales & Margin Improvement Teambuilding & Training

Cost-Reduction Strategies

Order Fulfillment

Professional Experience

SUBURBAN EXTENDED STAY HOTEL – CHARLOTTE, NC 6/2003 to 12/2008

General Manager & Sales Manager 10/06 to 12/08

Guest Service Representative, 6/03 to 10/06

Promoted to manager position to recruit, train and supervise 9 customer service reps, house keepers, and maintenance personel. Foster an environment in which guests enjoy high levels of service and employees are motivated to deliver top performance. Manage front-end operations to ensure friendly and efficient transactions at checkout. Selected Contributions:

• Won “Service Excellence Award” for instrumental role in driving record-high sales increases, propelling hotel to improve ranking from #32 in territory to #16 by 2008.

• Reduced staff turnover by 15% in 2008, benchmarking a record-setting improvement in staff retention due to the success of employee-development and morale-building programs.

• Elevated hotel’s guest-satisfaction index from 86% to 92% within two years; ensured the swift resolution of customer issues to preserve customer loyalty while complying with company policies.

• Hiring, forecasting, budgeting, bank deposits, inspections.

• Payroll (ADP/Paychex) Bi-weekly pay period for employees

DOLLAR TREE – CHARLOTTE, NC 6/2002 to 3/2003

Asst. Manager, 6/02 to 3/03

Hired for this increasingly responsible positions, culminating in management role with oversight for a full-service store. Directed 7 employees and managed P&L, sales, inventory, merchandising and cost controls. Maintained high standards in sanitation and safety and complied with regulatory guidelines. Selected Contributions:

• Helped transformed operation that was posting annual losses to achieve thousands of dollars in profits within one year. Met or exceeded all sales targets despite increased competition presented by the opening of two new stores.

• Introduced training programs that enhanced employee performance and helped build a motivated workforce

SAM’S CLUB – MATTHEWS, NC 7/2001 to 5/2002

Front End Manager, 7/01 to 5/02

Started out in the membership department and was later promoted to Front-End Manager which consist of customer service, membership, shceduling, budgeting, money handling.

USMC- CAMP LEJEUNE, NC 6/1980 to 7/1984

Field Artillerymen, Chaplain Assistant, 6/80 to 7/84

Combat training, inspections, guard duty, section chief leader.

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Education and Training

AMERICAN INTERCONTINENTAL UNIVERSITY (AIU ONLINE)- HOFFMAN, ILL. 1/2010 to Present

Studies: Business and Society

BOWMAN SR. HIGH SCHOOL 8/1978 to 6/1980

Reference: Available upon request

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