Customer Service Manager
Resume:
IRMA ANGELS NASH
Stamford, Connecticut 06906
**********@*******.***
career profile
Accomplished and motivated executive assistant professional offering expertise
in office administrative support, staff leadership, human resources, and project
management in a variety of high-volume, dynamic environments. Well versed in
the execution of administrative functions for busy companies and in the
oversight of all aspects of efficient office workflow. Fully capable of
organizing a large amount of data and records quickly and accurately. Regarded
for the ability to deliver outstanding results with the highest degree of
service, confidentiality, and professionalism. Technical skillset including
advanced Microsoft Word, intermediate Excel, PowerPoint, Outlook, and Access.
Professional Experience
GENERAL ELECTRIC CROTONVILLE, Ossining, New York 2007 to Present
Executive Assistant
More than 5 years fulfilling a critical role in support of business
executives and top level managers in efforts to provide world class
conference services. Engaged in extensive corporate accounting functions,
including coordinating for GE executive travel arrangement, planning
meeting, and forecasting of all expenses. Recruited, hired, and mentored
talented professionals dedicated to the overall success of the
organization. Assumed a lead role in the coordination of all staff
scheduling and payroll processing while upholding the highest standards of
customer service and operational excellence.
Key Achievements
o Manage event, meeting and additional project, including arranging GE
executive travel arrangement and prepare reports for reimbursement the
trips.
o Provide high level, confidential administrative support to all
executive involved
o Daily support for global executive teams as well as board of directors
on site for training. Tasks include coordinate and scheduling of
conference calls and providing needed background information for
selected programs.
o Work with security department in anticipating for Chairman, Board of
directors and business executive arrivals through their helicopter
manifest.
o Contributed additional time and expertise as Manager on Duty,
identifying, addressing, and resolving client issues to the complete
satisfaction of each client.
o Successfully collaborated with the Accounting Department to process
invoices and establish direct bill, inventory, and purchasing for the
entire business unit.
o Create and distribute monthly forecast to all departments to get
better understanding of the incoming groups and classes
MARRIOTT HOTELS, Stamford, Connecticut 2006 to 2007
Assistant Front Desk Manager
Ensured the fulfillment of all front desk responsibilities at the Stamford
location of this successful chain of hotels and resorts. Instrumental in
supervising Front Desk Agents tasked with welcoming all guests to the
property, completing registration and assigning rooms that complied with
all special requests. Served an integral role providing helpful
information to all guests, as well as ensuring the satisfaction of all
requests for housekeeping and maintenance.
Key Achievements
o Administered a broad spectrum of back-office responsibilities,
including payroll processing, scheduling, and employee training.
o Effectively managed the entire property as Manager on Duty during
evening hours.
HILTON HOTELS INTERNATIONAL, Rye Brook, New York 2003 to 2006
Front Desk Supervisor
Tasked with ensuring the superior quality of the customer experience for
clients of the Rye Brook location of this leading hotel chain. Leveraged
superior organizational expertise to improve processes, boost efficiency,
and maximize personal productivity. Ensured that all customer check-in and
check-out transactions were executed efficiently and with the highest
degree of customer service. Collaborated extensively with department heads
across the organization, encompassing sales, accounting, housekeeping,
catering, security, and engineering. Served as the designated
representative of Front Desk operations at all management meetings
concerning staff performance and special function and visitor preparations.
Key Achievements
o A demonstrated record of success and achievement, marked by a
promotion from Guest Services Agent to Supervisor within eight months
of employment
o Recognized by executive management with the Hilton Pride Award for
Employee of the Month, as well as the Hospitality Recognition Award
for Best Employee of 2004.
CATHAY PACIFIC AIRLINES, Hong Kong 1995 to 2003
Flight Attendant Supervisor
Leveraged superior subject matter knowledge and interpersonal skill to
deliver unsurpassed levels of customer service and safety administration
for this multibillion dollar flagship air carrier. Effectively managed the
efforts of cabin crews in the administration of multiple passenger service
scenarios, emergency procedures, and aircraft safety and technical
protocols.
Key Achievements
o Recipient of over 20 nominations for outstanding customer service
awards, while achieving perfect safety training test scores for over 5
years.
o Completed training in CPR, AED, and all procedures governing emergency
landings, onboard fires, and aircraft evacuation.
Education and Training
Master of Business Administration, University of Phoenix, Grade Point
Average 3.85
Bachelor of Arts, Business Administration, Jakarta, Indonesia
Certification for Catering and Sales Management Class, New York University,
2006
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