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Hawthorne, California, 90250, United States
March 01, 2012
Contact Info:


***** **** ***, #** | Hawthorne, CA 90250 | | 310.***.****


Customer Service | Employee Training and Development | Inventory Control | Motivation | Team Building | Proactive Leadership | MS Office / Design | Needs Assessment| Operational Management | Product Knowledge |


Highly-motivated sales, customer service, and management professional with many years of experience and an exceptionally strong track record of success executing effective sales strategies and exceeding sales goals, and going above and beyond to meet customer needs and provide customers with outstanding service. Analytical, innovative thinker who excels at analyzing situations and implementing creative solutions to address even the most complex problems. Natural leader with proven team-building, coaching, and employee-development abilities.

ß Friendly and positive team player with excellent communication (both oral and written) and interpersonal skills

ß Extensive experience Airline Ticketing, Baggage Service, Customer Service, Reservations

ß Adept at managing customer expectations and company reputations

ß Detail-oriented with strong multi-tasking, organizational, and time-management abilities


Gift Shop Associate and Sales Specialist, Montage Beverly Hotel, Beverly Hills, CA 11/08 – present

Direct and oversee daily operations/transactions in the gift shop of this luxury hotel. Anticipate customer needs and guide customers in purchasing gift shop merchandise. Recognized as a product knowledge expert on all store items.

Assistant Store Manager, Aaron Brothers, Redondo Beach, CA 3/07 – 8/08

Collaborated directly with the store manager to oversee daily store operations and execute company policies at this specialty store offering custom framing and art supplies. Developed and implemented procedures and systems to more efficiently control store inventory. Trained & mentored store employees and controlled employee scheduling.

Store Manager, Verizon Wireless, Santa Monica, Burbank, and Glendale, CA 4/04 – 12/05

Planned and directed retail store operations for the largest wireless carrier in the U.S. Trained and motivated store employees in utilizing effective sales and customer service strategies. Quickly addressed and resolved customer issues, including complex/escalated issues from angry customers.

* Honored with the “Outstanding Sales Award” for far exceeding company sales goals (10 out of 12)

Assistant Store Manager, Starbucks, Santa Monica, CA 2/03 – 2/04

Partnered directly with the store manager to run and oversee this very busy coffee shop. Trained and coached all employees on understanding operational policies.


Continental Airlines - Served as the Supervisor of Airport Services, RED Coat (CSR) 4/73 – 9/94

At LAX (Domestic and International flights), agent in SFO/PHX/BOS/FLL (spearheaded and established a program to reduce the frequency of lost baggage; served as the company trainer for newly-hired baggage service agents;

* Honored with the “Outstanding Sales Award” for six months in customer service.

Los Angeles – Reservation sales agent for families and groups – 4 years

Phoenix – SATO (Schedule Airline Ticket Office) Luke Air Force Base. TWA reservation system

Collaborated directly with military personnel in issuing tickets for commercial flights - 3 years

Air New Zealand at LAX

Airport Ticket Agent, gate agent - American Airline system

Served in the California Air National Guard Reserve as a Sergeant Air Pax Specialist (honorable discharge).


Graphic Design – University of California, Los Angeles (UCLA)