Customer Service Professional

Tarra M. Pembroke

** ***** ****** ******, ******, New York 12508

Phone: 845-***-**** Email: **************@*****.***

HIGHLIGHTS

. Service excellence highest priority

. Detail-oriented, articulate and able to work on multiple

projects

. Strong interpersonal skills; both written and verbal

. 8 years in customer service, highly knowledgeable of interdepartmental

operations

. Well versed in social etiquette, having served diplomats,

celebrities and corporate leaders

. Planning and organization centric

PROFESSIONAL EXPERIENCE

MANAGEMENT

As Office Manager, Pembroke International, LLC, New York

. Handled customer service complaints and conducted quarterly customer

service training

. Oversaw all accounting functions including auditing, budgeting,

financial analysis, and payroll

. Assisted in the establishment of goals and implemented policies to

reduce day-to-day operation expenses by 30%

. Designed and implemented marketing and advertising strategies

As Purchasing Manager, Sandy Lane Hotel, Barbados

. Conducted cost benefit analysis for all purchases made for all

departments

. Reduced food costs by 35% while maintaining quality that met

international luxury standards

. Conducted special studies on departmental cost effectiveness, prepared

reports of findings, and made recommendations to Director of Finance

AUDITING

As Income Auditor, Sandy Lane Hotel, Barbados

. Analyzed data obtained from Night Audit for evidence of deficiencies

in controls, duplication of effort, extravagance, fraud, or lack of

compliance with management's established policies or procedures

. Reduced cashiers' posting errors by 86% with one-to-one follow up

training

CUSTOMER SERVICE

As Front Office Hostess, Sandy Lane Hotel, Barbados

. Focused on providing the WOW experience for all guest from arrival to

departure

. Provided guided tours of the resort to in-house guests and other

visiting celebrities and dignitaries

As Senior Passenger Agent, Seawell Air Services, Barbados

. Took pride in providing excellent customer service leading to

increased repeat customers

. Expertise in anticipating and responding to customer needs

. Demonstrated record of exceptional reliability

. Engaged customers, listening attentively to identify areas for

conflict resolution

Tarra M. Pembroke

Page Two

WORK HISTORY

2003- 2012 Office Manager Pembroke International, LLC,

Beacon, New York

2002-2003 Purchasing Manager Sandy Lane Hotel, Barbados

2000-2002 Income Auditor Sandy Lane Hotel, Barbados

2000-2001 Front Office Hostess Sandy Lane Hotel, Barbados

1997-2000 Senior Passenger Agent Seawell Air Services,

Barbados

EDUCATION

1995-2000 Bsc. Economics & Accounting University of the West Indies,

Barbados

1989-1991 Associate Degree Applied Sciences Barbados Community

College, Barbados

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