Customer Service Manager

KATHLEEN SEMMLER

**** ********** **. *** ***

Orlando, FL 32835

863-***-**** ************@*******.***

QUALIFICATIONS SUMMERY

Skilled and dedicated marketing operations manager with more than 12yrs experience coordination

planning and supporting daily operations and administrative functions.

> Demonstrated capacity to provide comprehensive support for Customer service, sales and marketing

staff; excel at scheduling, coordinating, listening and managing all essential staff, guests and tasks with a

what can I do to help assist you attitude.

> Proven track record of accurately completing research, reporting, payroll, budgets, vendor contracts,

daily operations and marketing support activities within demanding time frames.

> Highly focused and result oriented in supporting complex, deadline driven operations: able to identify

goals and priorities and resolve issues in initial stages.

> Proficient in Microsoft office suite (word, outlook, excel, access) Time shareware Sam and Next, SPI,

Focus, spotlight systems, V tiger, QuickBooks and My Grand Concerto.

PROFESSIONAL EXPERIENCE

GT Marketing Group USA

7065 West pointe Blvd. suite 303

Orlando, FL 32835

01/02/2012 to 02/01/2013

Marketing Administrative Manager

Preform daily office and guest operations for the marketing and sales including customer service, payroll,

accounting, budgets and P&L statements, along with hotel and vendor contracts to drive profitable mini

vacation packages to our Vacation club. Generate revenue for the company with sales of hotel rooms and

vacation packages. Assist welcome center and tour desk employees with guest relations to overcome any

issues arising with guests or staff to facilitate a great experience for our guests and their families. Contact

guests prior to arrival to answer all questions and give them a great first contact welcome.

Preferred Guest Resorts

Bahama Bay Resort Davenport, FL

400 Bahama Bay Blvd.

Davenport, FL 33837

10 27 08/11 2011

Marketing Manager

Performed all duties for marketing in house including concierge in the lobby, reservations for marketing

packages, in house bookings for tours, training of in house opc’s, tour desk check in and gifting for all

tours, all daily and monthly report for corporate, work with the sales line and management of the resort to

assist in all guest relations and helping with overflow of guest contracts/leasing paperwork for the club

packages, showing guests the property with a tour and calling guest prior to arrival to insure guests are

arriving and have all the information needed for multi locations, this helped cut down on no show costs

and insures guest relations are meet.

Summer Bay Resort Clermont, FL

25 Town Center Blvd

Clermont FL 34747

Marketing Operations Manager

2 2004 /10 2008

Tour Desk Supervisor

1 2002 / 2 2004

Tour Desk Team Leader

4 2001 /1 2002

Directed day to day operations, providing fundamental support to the staff and company directors.

Managed 7 departments with 30 employees oversaw all check ins of guests, scheduling of tours budgets,

payroll,expense reports, vendor reconciliations, performed upgrades and training in all areas of resort

marketing including Welcome Center, Tour Desk, Manifest, OPC, Marketing Reservations,72 hour calls

and communications. Worked and assisted staff with daily operations and maintained an overall great

guest experience.

EDUCATION AND CREDENTIALS

State FL Notary thru 9/2016

Valencia College/Rosen present – BS Hospitality and Tourism Management

Monroe College 89 92 AS General Studies

Ithaca High School 84 88

Skill Path seminars:

Excelling as a first time manger or supervisor

How to manage multiple locations

Conflict management skills for woman

The conference on customer service

References available upon request.

Contact this candidate