Customer Service Manager
Resume:
Jhowel Jame O. Mercado
Long Beach CA 90805
********.*******@*****.***
Summary
Maintain focus in demanding work environments, under deadline and pressure
conditions. Meet challenges head-on and always find a way to effectively
complete multiple assignments or tasks. Adapt easily to new situations.
Enthusiastic, resourceful, and passionate about dealing with people.
Professionally committed and responsible.
Successfully handle a wide range of functions using a combination of
creative, organizational, and problem solving skills. Entrusted with the
most complex customer service issues as a result of exceptional ability to
promptly resolve concerns and satisfy customers. Increased customer
satisfaction scores and improved company employee relations.
Education
California State University Long
Beach City College
Bachelor of Science, Hotel Management Associate, Arts
Hotel Management
2005
2001
Experience
General Manager/ Owner
Hardwear Apparel Philippines, Hardwear Apparel Carson Ca
September 2009 - Present (3 years)
Revived a dormant brand and increased its market awareness on a national
level. Responsible for the daily operations of the company such as payroll,
scheduling and forecasting, promotions and marketing, production, quality
assurance and retail sales.
Director of Events Technology
Presentation Services Hilton Irvine
September 2005 - November 2008 (3 years 3 months)
Oversee in-house hotel AV operations and AV personnel. Foster positive
working relationships with hotel management, support staff, in house
clients, event planners and PSAV management. Oversee equipment inventory
and sub-rental equipment used at the property. Generated new business
opportunities within the hotel and in surrounding areas through
prospecting, soliciting RFPs and providing quotes. Manage budget, expenses
and scheduling.
Guest Relations Manager/Hotel Manager
Long Beach Marriott
October 2003 - September 2005 (2 years)
Responsible for overseeing a 311-room property with 211 employees.
Supervised front office, food and beverage and housekeeping operations.
Maintain customer service/satisfaction standards; handled customer service
issues; and employee relations.
Assistant Manager/General Manager
Red Roof Inn
February 2001 - October 2003 (2 years 7 months)
Demonstrated abilities in profit and loss of a 125-room, two-million dollar
property. Engaged in sales and budgeting. Lead a service driven team for
guest satisfaction supervised 40 inn staff and handled all employee related
functions, managed quality control program including daily room inspection.
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