OBJECTIVE: To obtain employment utilizing and showcasing my commitment to World-Class service values and strong written and oral communication skills.

EDUCATION: Indiana University of Pennsylvania

B.A., 1989—Journalism and English

EXPERIENCE: Group Reservations Coordinator, 9/2007-1/2010

St Julien Hotel and Spa, Boulder, Colorado

Served as main point person for handling all room reservations for corporate meetings and events. Worked in close contact with meeting planners and or group contact in making sure all rooming needs were met; served as main liaison for many local companies as to booking hotel rooms and handled all VIP reservations to make sure a high level of customer service was provided; handled incoming calls for Sales Managers and establishing many times first introductions and obtaining client details for possible corporate meetings; assisted Director of Sales with marketing correspondence and donation letters; attended daily staff meetings and inputted daily budget numbers to then report revenue figures to General Manager and department managers; worked closely with Front Office Manager and Reservations Manager since many aspects of job overlapped into their arenas.

Reservations Manager, 4/2006-2007

St Julien Hotel and Spa, Boulder, Colorado

Assisted guests and companies either by phone or website with booking hotel reservations for high end resort. Managed staff of 5- 7 people involving coaching of employees, monitoring calls, establishing an incentive program, handling escalated calls, holding daily meetings and or one on one and designing weekly schedules.

Manager, 5/2002-11/2005

Citizens Bank, Pittsburgh, Pennsylvania

Supervise and manage 11 customer service representatives in call center environment; handle all questions, coach, counsel, and advise in judgmental areas; handle all disciplinary issues, conduct daily team meetings, motivate employees to obtain objectives, process timecards and interview potential candidates for open customer service positions. I produced one of the top sales teams in the call center and the top overall team for 1st quarter of 2004.

Customer Service Representative, 1/1999 – 5/2002

Mellon Bank, Pittsburgh, Pennsylvania

(Converted to Citizens Bank in summer 2002)

Answered and responded to incoming calls from customers needing help on deposit accounts and or any other concerns; processed all work via paper and computer; recognize and respond to opportunities to sell/refer products and services by employing effective sales techniques which result in quantifiable sales; also met standards of accuracy, thoroughness, timeliness and effectiveness; employed effective planning and prioritizing daily work.

Customer Service Representative, 4/1998 – 12/1998

Suntrust Bank, Orlando, Florida

Answered incoming calls from customers who had concerns regarding deposit products and or general questions; processed all work via paper and computer; recognize and respond to opportunities to sell/refer products and services by employing effective sales techniques which result in quantifiable sales.

Human Resources Coordinator, 3/1994 – 3/1998

Walt Disney World, Lake Buena Vista, Florida

Greeted clients coming for interviews, answered telephone inquiries from clients and internal employees; handled various paperwork via typewriter or microfiche and open and sort mail.

Customer Service Representative, 12/1997-12/1998

1-800 Flowers, Winter Park, Florida

Answered telephone calls from customers wanting to place floral orders; processed orders via computer; assisted also with daily monitoring of employee calls to ensure quality assurance.

General Clerical, 12/1993 – 3/1994

Norrell Temporary Services, Orlando, Florida

Worked as a temporary employee for top Orlando Fortune 500 companies performing various clerical duties.

Professional Athlete, 1986 – 1997

Completed in 3 Olympic Marathon Trials and was a member of the 1997 World Championship Marathon Team; won the 1996 Grandma’s Marathon in Duluth, Minnesota in 2:32:42 and in 1996 was ranked 7th Female American Marathoner in the United States; nationally ranked American runner for over 10 years and ran for Nike and Reebok.

REFERENCES: Peter Walstra (720) 406-820

Deven Bispala 720-***-****

Alan Hills 303-***-****

MARY ALICO