Customer Service Manager
Resume:
ALICIA BALDERAS
Huntington Beach, CA *****
***************@*******.***
http://www.linkedin.com/pub/alicia-balderas/2a/34/460
ADMINISTRATIVE ASSISTANT
Accomplished business professional with proven track record of success in
providing administrative support in diverse industries. Skill set in
multiple functions with increasing responsibilities that contributed to
company profitability. Key competencies include:
Corporate / Leisure / Tourism Client / Guest Relations
Event Planning / Implementation Office Management
Accommodations / Transportation Training
Logistics Leadership / Team Development
Project Management Team player with a can-do attitude
PROFESSIONAL EXPERIENCE
TWO HARBORS ENTERPRISES, Two Harbors, CA
2007-2010
Visitor Services Office Manager
Managed office that provided services in the areas of boat/bus
transportation, tours/sightseeing, accommodations and information to
visitors to Catalina Island. Supervised staff of six.
Efficiently handled the logistics involved in boat transportation using
Catalina Express and Marina Del Rey Flyer, bus transportation and charters
across the island on the Safari Bus, island tours and sightseeing
suggestions, camping and hotel arrangements and check in, vacation
planning, business services and information.
Organized and streamlined procedures in reservations for boats, buses,
tours and camping that created an efficient office environment.
Received "Employee of the Year" special citation award for office
management and customer service.
Increased Safari Tour department revenue by 25% by streamlining employee
scheduling and bus schedules to provide additional charters and tours.
Created a departmental culture of superior customer service.
Implemented a company customer service program
Trained entire staff to provide guests with the highest levels of customer
service
Received positive feedback from customers through letters, surveys, and
verbal communication with superiors.
Improved communication and cooperation between departments by touring each
department and creating a comprehensive inter-departmental guide to provide
guests with accurate information.
Created a user-friendly operations training manual that is currently being
used by employees.
Prepared and maintained budget for two departments.
Prepared month-end reports for senior management on Catalina Express,
Safari Bus and Tour and conservancy bike permit sales that were used for
determining planning, staffing and budget compliance.
Worked closely with the Events and Catering department on promotion and
sales for special events such as Wine Fest, Brew Fest and Buccaneer Day.
Alicia Marie Balderas - 310-***-****
Page Two
LOS ANGELES UNIFIED SCHOOL DISTRICT, Los Angeles, CA
2004-2006
Kindergarten Teacher's Aide
Assisted teacher with education and care of children. Planned and prepared
classroom projects.
Created/conducted developmental exercises with the children.
Increased teacher productivity by assisting with teaching of lessons.
Worked with administration and teacher to help identify children with
additional needs.
HOMEMAKER
1997-2004
TRAVEL STORE, INC., Century City, CA
1994-1997
Corporate Travel Consultant
Coordinated airline, car rental, and hotel reservations for several
corporate accounts.
Served as lead agent for the City of Hope account responsible for arranging
air/land transportation and hotel.
Created profiles for each traveler to ensure all frequent flyer
affiliations and special requests were included.
PROFESSIONAL DEVELOPMENT
General coursework completed (Santa Monica College)
Travel and Tourism course (Culver City Adult School)
Manager Training: Sexual Harassment in the Workplace, Customer Service
TECHNICAL
Worldspan, and Sabre airline reservation systems
MS Word, Excel, Publisher
RDP hotel reservation system
Provenue and Tix.com event reservation systems
Contact this candidate