Customer Service Manager

deandra s. peterson

*** ********* ***** ( Summerville, South Carolina 29483

843-***-**** ( ****************@*****.***

Professional Objective

Seeking a position where my professional experience and education will

allow me to make an immediate contribution as an integral part of a

progressive company.

Education: Masters of Arts in Human Resource Management;

Webster University (May 2010)

Bachelors of Science in Hotel, Restaurant, and Tourism

Management: University of South Carolina (December 2006)

Qualifications Profile

Experience/ Qualifying skills and experiences include:

Human Resources:

Skilled at using evaluation, recognition, and discipline to achieve the

greatest effectiveness possible.

Proactive in seeking out and implementing programs to increase overall

employee performance and satisfaction.

Administration:

- Able to establish and maintain effective

documentation and reporting techniques, using both

traditional and computerized methods.

Proven ability to manage all aspects of large-scale projects and events.

Management and General Operations:

Demonstrated ability to develop programs and procedures to meet operations

objectives.

Experience in direct supervising and mentoring employees.

Proven expertise in handling customer service issues effectively.

Training and Leadership:

Exhibits leadership abilities and initiative with highly developed

analytical, organizational, critical problem solving, interpersonal, and

communications skills.

Experienced trainer who can create a strong unified team, focused on

reaching set goals and objectives.

Computer Skills:

MS Word / Excel / Access / Outlook / Power Point / Internet

Achievements/ ( Excellent troubleshooting and analytical skills.

Strengths: ( Well organized and proficient with details.

( Able to multi-task in a fast-paced environment.

Professional Experience

PBX Supervisor/Group Reservations Coordinator - The Sanctuary Hotel at

Kiawah Island Golf Resort (2007-Present)

Perform all of the day-to-day duties required to supervise the PBX

Department to include scheduling and training, and performs all functions

related to communication equipment/alarms. Verifies employee attendance,

note tardiness and determine hours worked. Completes green sheet as

necessary; Informs manager of discrepancies. Forward completed time to

manager for approval. Provide departmental training for all newly hired

staff, and keep staff advised/trained on all new policies and procedures.

Coordinating guest accommodations includes speaking with customers to

schedule reservations, understanding the needs of guests and preparing the

appropriate contract and billing information for the group reservation.

Enter and modify group room blocks and rooming lists are accurate and

efficient; Discuss and sell room accommodations for all properties;

maintains accurate files for each group account and monitor the daily

activities; calculates and prepare room reports to determine group pick up.

Briefs and analysis statistical data

Customer focused

Great communication skills

Receptionist - Sodexho- Carolina Dining Services, Columbia, South

Carolina (2005-2006)

Serves as a receptionist for assigned department or area; routes incoming

calls as appropriate and

takes messages; performs routine administrative tasks and special projects

under direction of supervisor;

Types letters, exams, schedules, memorandum, forms, and other materials

from rough drafts, notes or

verbal instruction. Answers routine questions and provides accurate

information concerning standards, procedures, and programs within assigned

department or District to faculty, students and public. Performs data entry

in computerized system; maintains routine informational spreadsheets.

Photocopies printed documents; sends and receives faxes. Maintains and

updates routine departmental records and filing systems. Sorts and

distributes departmental or District mail; coordinates bulk mailings.

Routes incoming and outgoing calls

Office coordinator

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