Customer Service Manager

Ricardo Rivera, Jr.

**** ********* ****** ************, ** 19149

Email: ********.****@*****.*** Phone: 267-***-****

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Summary: Hospitality services professional with over 20 years experience in corporate hospitality

management, restaurant management and customer service functions. Excellent communication skills

with all staff levels from executive to line. Extensive knowledge of various office computing, space and

ticketing operating systems. Language fluency in Spanish.

Experience:

Ernst & Young LLP, Philadelphia, PA

Hospitality Services Coordinator July 2002-May 2010

• Oversight and management of daily operation of key facilities and operations functions

including reception, call center, mail center and all personnel.

• Ensured that all services functions were performed in a high quality cost effective manner

on time and under budget

• Effectively streamlined operations to maximize team performance and quality of service to

internal and external customers

• Served as point of contact for all vendors for facilities related issues

• Identified opportunities for staff development and cross-training

• Provided conflict resolution for all customer service issues and concerns

• Interfaced with senior level executives at the local, regional and global level for special

projects and requests

• Conducted new joiner orientation, ensured all new employees were briefed on policies,

procedures and issued proper identification for all new staff

• Maintained daily records and reports for all meetings and events

• Managed overall reporting process for meetings to regional and national teams

• Responsible all invoicing and payments to vendors for services provided

• Managed all client entertainment requests from senior level executives

• Received service recognition awards for outstanding customer service, execution and

program delivery

Accenture, Philadelphia, PA

Guest Services Coordinator June 2000 –October 2001

• Directed oversight of front desk and reception services team

• Assisted in planning and execution of new office move

• Ensured that all incoming calls were answered and routed correctly and efficiently

• Obtained accurate and relevant information on all office guests

• Provided data collection and generated related reports on occupancy and space forecasting for

operations reporting

• Maintained various databases and database updates

• Served as liaison to Accenture global travel center and local office, addressing and resolving all

travel related issues and concerns

• Managed outside vendor relationships relating to additional office services

Rivera, Page 2

• Implemented and standardized global reservations systems and technologies on a local level

• Monitored and responded to guest service issues and troubleshoot when necessary

• Ensured that all visitor needs and requests are met in a timely and efficient manner

• Maintained daily reports and records of all office meetings and activities

Rib Ranch, Philadelphia, PA

Restaurant Manager January 1993- May 2000

• Managed overall restaurant operations including employee scheduling, seating, and

inventory

• Supervised staff of fifteen including wait staff, hostess and kitchen employees

• Managed all customer expectations and handle all issues and complaints

• Consistent monitoring of customer service delivery

• Maintained all relationships with suppliers and vendors

Rib Ranch, Philadelphia, PA

Kitchen Manager January 1991-January 1993

• Managed all kitchen scheduling and overall operations to ensure that kitchen environment was up

to all safety and health codes

• Inspected all outgoing orders for presentation and quality

• Supervised staff of six and created employee work schedule and employee work hours

• Maintained inventory of all items in stock and all supply orders

OTHER:

• U.S. Army, 7th Battalion, First Infantry Brigade, MOS 11-C, Honorable Discharge, 6 years of

military service

• ServeSafe Certified through 2011

REFERENCES: Available Upon Request

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