Customer Service Manager

Natalie E. Shawkey

The Colony, Texas • Tel: ***/*34-8269

E-mail: *******.*******@*****.***

SUMMARY OF QUALIFICATIONS

• Over ten years of Customer Service-related work experience

• Proficient in Office Computing

• Account management & Client-relations experience

• Strong leadership and intercommunication skills

• Fine-tuned closing skills

EMPLOYMENT HISTORY

09/10 Present HYATT PLACE PLANO

Plano, Texas

Sales Coordinator

Duties: Ensures that all hotel meetings, conferences, wedding parties and events go smoothly, while keeping in contact with previous clients who brought their business to the hotel. I assist the hotel general manager, sales manager and the director of sales in creating strong, effective, personable and professional communications with prospective and returning hotel clients. Typing contracts for big groups and negotiating rate with them.

Gallery Host

Duties: Assist guest with check in and check out processes. Go above and beyond to provide assistance, i.e. assist with luggage, coffee, directions, wake up calls, future reservations, etc. Provide information to guest and visitor inquiries; coordinates all guest requests for special arrangement of services, courteously and efficiently informs guests of hotel services, features and room amenities. Answer hotel telephones courteously and efficiently following Hyatt Place standards. Prepare, set up, stock, take down, clean and provide quality beverages and food products consistently for all guests by adhering to all recipe and presentation standards. Assist guests with food orders and serves food and beverage items to guests in a friendly, professional and timely manner. Uses suggestive selling techniques and maintains a clean, organized environment for guests by clearing tables during service.

06/09 09/10 GOODY GOODY LIQUOR STORE

The Colony, Texas

Sales Associate/ Beer Manager

Duties: Assisting customers in finalizing their purchases. Also ordering, organizing and maintaining over 30 different kinds of beer.

11/07 01/09 GEICO Carrollton, Texas

Claims Adjuster

Duties: Take incoming calls from customers regarding first notice of loss when their vehicle has been damaged due to an accident, weather related, and fire or stolen. Also maintaining their claim until either their vehicle is in the same condition as before the accident or they have been paid for their total loss.

05/05 10/07 HUMANETICS Carrollton, Texas

Account Manager

Duties: Take incoming orders from customers by Purchase Order and track the parts to make sure

they were on time according to the customers needs.

• Process purchase orders coming in from customers

• Update the customer on the order of their part

Inspection Assistant

Duties: Assist employees in this department with paperwork. Making copies and going through an

audit once a year.

• Make sure blue prints are in order for the employees in inspection.

01/05 05/05 WEBB ELECTRONICS Carrollton, Texas

Administrative Assistant

Duties: Answer the main line of the company and transfer calls accordingly.

• Take messages or transfer calls

• Process incoming electronics for repairs

07/04 10/04 REMOTE DYNAMICS Richardson, Texas

Customer Service Specialist

Duties: Take incoming calls from customers regarding their Global Positioning System.

• Keep a good watch on customers GPS equipment remotely

• Answer any questions the customer has about new products.

08/99 06/04 STARWOOD HOTELS & RESORTS Austin, Texas

Statistical Analyst

Duties: Responsible for gathering and analyzing statistical data used for preparing daily, weekly, and monthly reports used to evaluated departmental performance.

Premier Services Specialist

Duties: Responsible for assisting all high-end clients on an individual basis to coordinate

the redemption of awards and to provide personalized one-stop travel services for high-

end clients and travel agents.

Support Desk Analyst

Duties: Responsible for assisting Customer Service Associates supporting over 700 hotels worldwide.

• Managed associates schedules and workflow to ensure proper coverage

• Provided direction to associates regarding company policies and procedures

• Ensured “Star” service performance via call monitoring, training, corrective actions, coaching

• Accountable for meeting/exceeding departmental operational goals

Reservation Sales Associate

Duties: Responsible for receiving calls for a reservation call center.

• Confirmed, modified and cancelled Hotel and Resort reservations

• Processed an extensive amount of data using a computerized reservations system

• Required to use appropriate call handling guidelines

• Sold and enrolled Guests into various programs

EDUCATION

THE COLONY HIGH SCHOOL The Colony, Texas

Diploma

COMPUTER SKILLS

• Software (Microsoft Word, Excel, Power Point, Outlook, Various In-House Programs)

• Training (Computer Applications Class, Connect Consultative Sales Training)

REFERENCES

Melissa Hix

Escrow Officer; 214/923-7703

Debbie Roberts

Administrative Assistant; 214/538-6266

Russell Mullins

DAC International; Tel: 512/257-4905

Contact this candidate