Manager Customer Service

WILLIAM HAWKINS

***** ****** ***** ( Chardon, Ohio 44024

440-***-**** ( *************@*****.***

Accomplished leader and visionary executive with an entrepreneurial spirit

experienced in the start-up, growth, and optimization of business

operations, financial management, policy development, material/human

resource management, customer service magic, and consulting

PROFESSIONAL EXPERIENCE

Courtyard by Marriott, Willoughby, Ohio ? 2011

Night Auditor/Guest Services Associate

Process daily audit of the hotel's financial data. Handle requests and

transactions of the hotel guests, and coordinate with the other departments

as necessary.

The Country Club, Pepper Pike, Ohio? 2010

Course Maintenance

Learn and utilize the different techniques and methodologies used to

maintain a private golf course

US Liquids, Parkman, Ohio ? 2009

Plant Manager

Oversee the operations of a liquid recycling center, payroll reporting,

training, maintenance and cleanliness, use of forklift for removing product

deliveries

Pepper Pike Club, Ohio ? 2008-Present

Course Maintenance

Learn and utilize the different techniques and methodologies used to

maintain a private golf course

AT&T SPORTS CENTER, Palmer, Alaska ( 2007-2008

General Manager

0rchestrated the planning, design, construction, and start-up of a 60,000

sq. ft. sports facility. Coordinate all aspects of staffing, equipment

purchasing, administrative operations, and daily functions. Ensure the top

performance of 30 team members charged with facility services, sales,

sponsor acquisitions, training, bookings, advertising, and marketing.

. Successfully secured major sponsorships (totaling up to $1M) from leaders

such as Pepsi-Cola, AT&T, and a local Hospital.

. Stimulated revenues by spearheading the sale of 400 memberships in the

first month.

. Delivered $50K savings, maintaining project budget at under $8M.

. Expanded services with the implementation of special needs programs.

SEVERANCE ATHLETIC CLUB, Cleveland Heights, Ohio ( 1985-2006

President, General Manager

Provided decisive entrepreneurial leadership of a 30,000 sq ft athletic

club. Directed 55 team members, and elevated financial, marketing, and

operational performance with a strong focus on service quality and

profitability.

. Evaluated competitive activity and defined corporate strategies for

market positioning/revenue growth.

. Orchestrated $1.5M remodeling of facility through timely completion.

. Created a favorable public image for company by orchestrating public

relations and community programs. Participated in city council meetings,

sponsorships, parties, and other activities to gain public attention

through the media.

. Exploded revenue growth by driving 40% gains in program revenues, 25%

increases in specialized memberships, and 22% enhancements in food and

beverage sales.

. Pioneered service and operational improvements that reduced headcount

costs 15% and utility and maintenance expenditures over $80K.

EDUCATION

. Associate of Arts Degree, Lakeland Community College, Mentor, Ohio

. IYCA Youth Conditioning Level II Certification

. AFAA Personal Trainer Certification

. CPR/AED Certification

VOLUNTEER

Rainbow Babies and Children's Hospital Annual FunRun

Meals On Wheels

St. Augustine Thanksgiving Dinner

Chromosome 18 Research and Registry

Habitat for Humanity

Chardon Athletic Boosters

Youth Baseball and Football

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