Manager Customer Service

Christina Jackson

612-***-**** **** Desoto Street

************@*****.*** St. Paul, MN 55130

Seeking Position As:

Management Professional

Aggressive, honest, and determined professional with over 14 years of comprehensive experience in management

and administration with a high degree of efficiency, is actively seeking challenging opportunities as an Assistant

General Manager, Front Office Manager, Guest/ Customer Services Manager, or Operations Manager. Demonstrates

exceptional presentation skills and able to effectively supervise a group of individuals with diverse backgrounds. A

motivational leader, leads by example, cultivates a positive work environment and promotes team work. Fun,

organized, and accurate specialist has demonstrated abilities to multitask and perform all duties at a high level; very

charismatic in dealing with customer relationships and has broad comprehension of productivity and maintaining a

progressive business growth. Has established a distinctive reputation of being goal and results oriented, and

determined to consistently achieve excellent results.

Client Services & Business Analysis Admirable Leadership & Communication Skills

Exceptional Management Strategies Organizing, Planning & Implementation

Creative in Problem Solving & Conflict Resolution

Contract & Vendor Management

Professional Experience

Country Inn by Carlson 2010 – Present

Director of Sales – 157 Room Hotel

Woodbury, MN

Evaluated monthly P&L statements identified variances in market segments, costs, labor, and recognized cost

saving opportunities; directed banquet sales and off site catering to increase revenue.

Developed local corporate accounts by creating programs to meet client needs; organized transient and group

commitments to guarantee a good market mix.

Contributed in bi weekly revenue meetings; assisted in establishing room rates and identified booking patterns

which have resulted in a year over year increase in ADR.

Popp Telecommunications 2009 – Present

Non Business Day Customer Service Specialist

Golden Valley, MN

Worked part time and provided assistance in troubleshooting technical local analog and T1 lines, long distance,

voicemail, and internet service issues with customers over the phone.

Communicated with customers to provide and process information in response to inquiries, concerns and

requests about products and services.

Responded promptly to customer inquiries, handled and resolved customer complaints, and obtained and

evaluated all relevant information to handle inquiries and complaints.

Country Inn by Carlson 2007 – 2010

Assistant General Manager – 157 Room Hotel

Woodbury, MN

Minimized the overall turnover rate in the hotel successfully by fostering employee relations in all departments,

training, and employee recognition.

Supervised a staff of 40 including front desk, van drivers, room attendants, laundry, security, and night audit;

interviewed, hired, trained, and facilitated new hire and customer service orientation.

Tracked weekly payroll hours, PTO requests, and retained confidential employee files; computed hotel cash

deposits and deposited funds to the bank on a daily basis.

Conducted performance evaluations, decided employee conflict, executed improvement plans, and assisted with

terminations when needed.

Oversaw housekeeping supplies, inspected rooms, and retained deep cleaning schedules which resulted in an

11% yearly increase in guest cleanliness scores.

Managed over 80 accounts receivable files; prepared weekly aging reports, collected past due accounts, and

organized and tracked electronic files.

Northwest Airlines 2006 – 2007

Administrative Assistant to the Director of Reservation Field Offices

Eagan, MN

Maintained office calendar to coordinate work flow and meetings; managed calendar, scheduled flight /hotel

arrangements, and provided assistance with on boarding of new employees.

Upheld confidentiality in all aspects of client, staff and company information; prepared responses to

correspondence containing routine inquiries.

Provided administrative support to ensure that office operations are maintained in an effective, up to date and

accurate manner.

Comcast 2004 – 2006

Customer Account Executive

St. Paul, MN

Assisted with a variety of customer inquiries and customer issues and identified opportunities to upsell products

and services.

Answered incoming calls to help customers with troubleshooting internet service, digital cable, pay per view

orders, and On Demand products.

Determined resolutions for complicated billing issues, processed orders for new service and payments over the

phone via credit card and EFT.

Holiday Inn Rivercentre 2001 – 2003

Sales & Revenue Manager – 194 Room Hotel

St. Paul, MN

Developed new accounts and continued relationships within the tourism, association, and government markets;

interviewed, hired, and trained reservation staff.

Implemented room rates, directed third party websites, and observed booking patterns to maximize the room

revenue.

Forecasted the room revenue for a certain amount of period; revised pricing recommendations anytime as new

information becomes available.

Crowne Plaza Northstar 2000 – 2001

Reservations Manager – 222 Room Hotel

Minneapolis, MN

Directed the reservations department to ensure proper selling techniques were maintained and accuracy of all

data provided to each department.

Organized a variety of group arrivals: i.e. weddings, professional sports teams, and entertainment groups;

ensured all billing requirements are met for conference attendees and guests

Generated weekly and monthly forecast to assist with department planning and scheduling; supported in the

creation of a team that provides the guests with a clean and comfortable environment.

O t h e r Wo r k E x p e r i e n c e

Holiday Inn Convention Center (Recently Flagged as a Ramada Inn) 1997 – 2000

Guest Services Manager – 228 Room Hotel

Waterloo, IA

E d u c a t i o n & Te c h n i c a l S k i l l s

Metropolitan State University, St. Paul, MN

80 Credits Completed toward Bachelor of Science in Human Resource Management

Minneapolis Community & Technical College, Minneapolis, MN

Associate of Arts in Business

Microsoft Office Suite Opera Birchstreet Kronos Caterease Citrix Tracker Fidelio

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