Customer Service Manager
Resume:
Emily K. Garcia
El Paso, TX *****
Phone: 480-***-****
E-mail **********@*****.***
Exceedingly efficient critical thinker with the drive and determination to create and
implement office policies and procedures; capable of framing a motivational basis for
cooperative task maintenance, adjusting to change, and consistently sustaining
professional alliances with colleagues.
Summary of qualifications: *Bilingual- English and Spanish
*Self-motivated, results-oriented, cooperative, and respected colleague who leads by
example.
*Extensive professional vocabulary and communication skills; both personally and
through technology via the implementation of highly effective emails and note-taking.
*Adept at time-management due to maximum organizational skills.
*Work ethic provides examples of leadership, compassion, and consistent results in the
implementation of all designated duties.
Management/Supervisory Skills:
*Accurately forecasted weekly/monthly room utilization and revenue in order to insure
adequate budgeting and staffing of every phase of operation.
*Monitor and ensure compliance regulatory requirements, federal, state, and local laws,
organizational standards, and policies and procedures relates to area of responsibility.
*Manage property expenses, generate and maintain purchase orders and verify all
deliveries and invoices.
*Insured daily cash and credit card transactions were posted accurately in accordance
with company policies.
*Transition Manager - selected to oversee the transition of newly acquired 150-room all
suite hotel.
Leasing/ Marketing Experience:
*Sell apartment rental contracts to prospective and current residents.
*Follow up with prospective residents via phone call, email, and/or mail.
*Administer a leasing renewal program, including sponsoring various resident lease
renewal functions.
*Show "ready" apartments to prospects and transfers using effective selling techniques
to close each sale and obtain the required deposits.
*Maintained an excellent business relationship with all corporate accounts with periodic
courtesy calls and tokens of appreciation.
*Researched market competition and their prices/amenities to stay ahead of the key
players in the market place.
*Identified historically untapped groups and businesses and successfully established
corporate accounts.
*Initiated cold calls in attempt to secure clientele while establishing company name
recognition within the community.
Human Resource Experience:
*Ensure adherence of all policies, procedures, federal, state and local laws by all
employees as well as company.
*Coordinate and maintain weekly attendance, annual vacation and sick leave records
for up to 15 employees.
*Responsible for all facets of HR including but not limited to hiring, training, payroll,
benefits, discipline and termination.
*Schedule, prepare, and conduct staff meetings.
Administrative/ Accounting Experience:
*Coordinate the various activities related to selling apartments including but not limited
to qualifying prospects, preparing lease documentation, and completing move-in
procedures.
*Researched, posted and allocated all direct bill payments to corresponding accounts/
invoices.
*Mailed out weekly invoices and followed up on all outstanding balances.
*Researched all credit card charge backs.
*Responsible for all property monies including bank deposits, petty cash and company
purchasing credit cards.
Customer Service Experience:
*Monitored the level of customer service through verification and analysis of guest
satisfaction guest surveys, comment cards and verbal feedback.
*Respond quickly and courteously to resident concerns and questions, taking prompt
action to solve problems and/or document and convey all resident issues including but
not limited to customer service, maintenance and accounting to the appropriate
individuals.
*Ensured the implementation of appropriate technology solutions to increase customer
service.
*Assist in maintaining the physical aspects of the community, including inspecting the
interior and exterior of buildings, amenities, and common areas.
Related Work Experience:
*Molly Maid of Phoenix (Office Manager December 2010- Present
Phoenix, AZ 602-***-****
*Finisterra UDR (Property Assistant) Sept 2006- December 2010
Tempe, AZ 480-***-****
*Extended Stay Hotels (Hotel Manager) March 2003- Sept 2006
Tempe/ Mesa, AZ 480-***-****
*Southwest Airlines (Flight Attendant) Feb 2000- March 2003
Dallas, TX 214-***-****
*Comfort Inn (Guest Service Supervisor) June 1997- Jan 2000
El Paso, TX 915-***-****
Software Proficiencies: Microsoft Word, Excel, Outlook, PowerPoint, Quick Books,
OneSite, VaultWare, Profit Manager, TCS, NiteVision, Profit Manager, Customer Care,
Lead Management, Kronos, Ceridian, ACT, ADP, Internet
Education:
El Paso Community College Sept 1995-May 1997
University of Texas at El Paso Sept 1994-May 1995
Irvin High School Graduated May 1994
Emily Garcia Resume
pg 2
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