Customer Service Sales

**** ** ***** ******

Miramar, FL ***** 954-***-****

Marjorie A Garcia

Objective To work for a prestigious company with a positive

atmosphere and opportunity to utilize my skills,

knowledge, and years of experience is available for

personal growth, and advancement toward company

Experience success.

Years of highly effective Customer Service and

Sales processing Experience

Characteristics Has a sense of urgency, is articulate, upbeat and

dynamic, with high energy level and a desire to get

the job done. Enjoys being part of a successful

dedicated team, and able to manage simultaneous

Skills projects with the ability to work well under

pressure with others, or individually, to meet

deadlines.

Excellent Customer Service and Sales Skills

Excellent verbal and written communication Skills

Computer skills including Microsoft Word,

PowerPoint &

Outlook

Excellent interpersonal and time management skills

Ability to influence and motivate others in a

positive manner

Ability to develop employees and effectively lead

special projects

Detailed Oriented

Problem Solver

Dedicated and conscientious worker

Strong work ethics

Experience / 1987-2012 International Lifestyles Hollywood, FL

Employment Customer Service Manager & other Supervisory and

Management positions

Managed the daily performance and productivity of

Reservations' Consultants.

Motivated staff to meet or exceed sales, and

Customer Service goals.

Analyzed data, and created plans of action to

increase performance and productivity.

Identified low performers and ensured appropriate

actions were taken to identify the core cause of

low performance and ensured an action plan was

implemented to close the performance gap.

Promoted Sales recognition programs and contests.

Performed real-time monitoring of call center

performance and made real-time decisions to ensure

timely exceptional Customer Service

Assisted Call Center and Sales Service Manager with

managing the daily operations of the call center

Assisted and coordinated with the IT and other

Departments regarding telephone systems, including

Voice-over IP, Messages / music on hold, and

recording for overseas / Internal offices, and

Resorts

Provided the highest level of guests and staff

satisfaction at all times

Provided other duties in support of the company's

mission as assigned.

1984-1987 Breezes Resorts & Spa Jamaica, WI

Reservations and Front Office Manager

Managed the operational procedures for the Front

Desk and Reservation's Department

Hired, supervised, scheduled, trained and motivated

staff

Implemented training courses for new recruits

Enhanced productivity and profitability through

positive reinforcement, and continuing training.

Managed the operational procedures for Tour

Operators and Wholesale bookings

Ensured daily activities of new, modified, and

cancelled reservations, and reported information in

the system correctly

Distributed weekly and monthly forecast reports

from Tour Operators and Wholesalers while managing

room inventory

Supported all departments including overseas office

as needed

Handled Customer Service issues

Manager on duty for the entire Resort on a monthly

basis as scheduled

1983-1984 Hilton Hotel Jamaica, WI

Receptionist and Reservation Sales Agent

Handled all facets of work associated with inbound

and outbound Customers with the purpose of booking

reservations and generating sales

Handled high volume telephone calls efficiently and

effectively

Sold rooms and record transactions by reserving the

desired room category, and meal plan - European

Plan (EP), Modified American Plan (MAP), or Full

American Plan (FAP).

Checked-in and Welcomed hotel guests

Serviced customers in an efficient, courteous, and

accurate manner, with full focus on Total Customer

Care (TCC)

1981-1983 Iona Preparatory School. Jamaica, WI

Kindergarten Teachers' Assistant

Educated and counseled students in basic skills,

such as drawing, coloring, recognizing colors,

shapes, sizes, letters and numbers

Focused on early childhood development with

comparing and contrasting in various categories in

an effort to solve problems

Reinforced rules and regulations while focused on

hygiene and positive behaviors and attitudes

Set attainable goals, and assisted students and

teachers to succeed in a fun, enjoyable, and

positive atmosphere

Education 2009 -2013 University Of Phoenix Miramar, FL

BSB /M, Bachelor of Science in Business Management

2013 Ruby's Academy Plantation, FL

H.H.A, Home Health Aid

C.N.A, Certified Nursing Assistant - course

completed

NA State Board Certification - Pending

2013 Chattahoochee Technical College

Plantation, FL

CPR Certification

Dun & Bradstreet Corporation Seminar

FL

Power of Positive Phone Skills

National Task Force Seminar

FL

Total Quality Management

International Correspondence School

NY

Basic Computer Programming

Cornell University School of Hotel Administration

Jamaica

Front Office Operations

Interests Dancing, Aerobic Exercise, singing.

Awards and Proclamation of Excellence in Service -

Directorships International Lifestyles

Employee of the Year - International Lifestyles

Courtesy Award - Breezes Resorts & Spa

Courtesy Award - Hilton Hotel

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