Manager Customer Service
Resume:
Pagan J. Williams
**** ******* **. ( Conway, AR, 72032 ( Cell: 501-***-**** (
*****.********@*******.***
Hotel Management
Value Offered 7 years - Hotel Management, including pre-opening, night
audit, revenue management,
marketing, human resource, and staff training, payroll,
employee orientation/training
Consistently exceeds Quality Assurance standards, Marketing
and Financial goals
Self-motivated, flexible, well organized and resourceful,
with attention to detail and follow up
Art Articulate and persuasive in written and
verbal presentations.
11 years - Marketing,Employee Training, Customer Service,
Accounting, and Financial
Key Skills Business & Channel Development Strategic Team Building
Team Training & Human Resource
Management Forecasting & Market Analytics
Career Motel 6 . - Conway, AR
Progression
General Manager 2011-
Managed a $2M+ portfolio. Lead all forecasting, market analytics
and team training/development programs. Conducted human resources
duties. Employee recruitment/orientation/training. Over department
scheduling, payroll, revenue management, budgeting and p& l
analysis. Perform daily operations.
Residence Inn - North Little Rock, AR
Operations Manager 2009-2011
Responsible over maintenance, laundry, housekeeping, and breakfast.
Participate in the
MOD program Conduct human resources duties. Employee
recruitment/orientation/training Over department scheduling
payroll, and budgeting. Conduct guestroom inspections daily.
Perform daily operations of reservations, registration and check
out of guests and customer satisfaction and complaint resolution
Arkansas Physicians Management - Little Rock, AR
Refund Analyst 2008-2009
Responsibilities include customer service, medical billing and
auditing of patient accounts
Edward Jones Investment - Arkadelphia, AR
Internship 2007
Served as an intern at a brokerage firm. Duties included a training
program learning the legal requirements and daily operations of
investment planning transactions. Worked with a Financial Advisor
who marketed 401k's, IRA's, stocks, bonds, etc.
Hampton Inn - Arkadelphia, AR
Night Auditor 2005-2007
Hired as Night Auditor during the construction phase of the hotel.
Certified in Hilton OnQ software Property Management System.
Participated in Pre-Opening activities, including assisting the
General Manager formulating the Sales Marketing Plan and assisting
in the revenue management development for the year.. Marketing
efforts included bringing in two major accounts from Henderson
State University and Ouachita Baptist University. Conducted staff
training and human resources duties. Performed daily operations of
reservations, registration and check out of guests, accounts
receivable and, payable, night audit, guestroom inspections,
customer satisfaction and complaint resolution.
St. Vincent Rehabilitation Hospital- Sherwood, AR
Switchboard Operator
Greeted patients/visitors. Answered inquiries, directed
patients/visitors to proper departments. Routed internal and
external calls to staff and patients. Input information to computer
system
Achievement
Highlights
General Manager Earned a nomination of Manager of the year during first year
(2011- of management due to guest satisfaction scores, revenue and
guest complaints.
Lowered employee turnover by 35%
Able to lower energy cost down by 8%
Operation Able to increase guest satisfaction by 15% during my duration
Manager(2009-2011 at the company
): Incorporated employee appreciation programs at the property
Refund Analyst Incorporated a refund program that was able to lower the
(2008-2009): company credit balance down 250,000 within a year
Education Henderson State University - Arkadelphia, AR
BB in Business Administration Management, minor in Psychology,
2009
ServSafe (food and nonalcoholic beverages) expires 6/2015
Technology MS Office Word, Excel, Publisher, PowerPoint, Outlook, Hilton
OnQ Property Management System, Marriott Fosse Property
Management System, Internet
research and Marketing, Web Control, & GPMS
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