Manager Customer Service

Melanie Hudson

**** ***** ****** ********, ** 307-***-****

**********@*****.***

PROFILE

" Efficient, organized, detail oriented, conscientious.

" Assertive, proactive, quick-thinking, resourceful.

" Articulate, persuasive; possess impressive customer service, research,

and writing skills.

" Effectively coordinate and oversee multifaceted activities.

" Highly regarded by colleagues and superiors; project positive company

image.

EXPERIENCE

July 2009 - present

Historic Plains Hotel

Guest Services Representative/ Night Auditor / Front Office Supervisor

" Assist guests with all issues during their stay. Perform check-in/ check-

out duties.

" Execute audit; balance Food&Beverage and Telephone accounts.

" Facilitate communication between Front Desk, Sales and General Manager.

" Resolve guest complaints via e-mail/ telephone.

" Train new front desk employees.

December 2007- May 2009

Mayan Resorts - Owner Referral/ Mini-Vacation Program

Marketing Manager

" Supervised 2-3 employees.

" Monitored department goals. Created/edited reports.

" Calculated weekly financials.

" Attended monthly manager meetings.

" Coordinated 'mini-vacations' for other regions.

June 2006-October 2007

Wyndham Vacation Ownership - Owner Referral Department

Marketing Manager

" Supervised a 'team' of 8-11 employees.

" Monitored department goals and budget. Created/edited budget reports for

Corporate.

" Performed daily room operations. Created and managed filing system for

all 'leads' and tours.

" Calculated weekly financials and room bonuses. Entered payroll.

" Motivated team to maintain tour and sales goals; created daily and weekly

contests.

" Held one-on-one meetings with staff to discuss performance and personal

goals.

" Trained administrative staff to use Epiphany database; create reports and

spreadsheets.

" Managed the Owner Education program for three sites.

" Trained other OE program managers to efficiently run OE program.

" Coordinated, filed and tracked all 'mini-vacations' for the region.

" Resolved owner issues related to owner credits, vacations and gifts.

" Attended weekly manager meetings and conference calls.

" Established policies and procedures for the department.

" Worked with IT to resolve database and system errors.

August 2002 - August 2005

Arizona Department of Corrections

Financial Services Administrative Officer II:

" Managed the settlement payments for the 'On-Call' Lawsuit. Point of

contact for over 1500 claimants.

" Monitored 5M dollar 'On-Call' budget. Collected, compiled and revised

data related to departmental finances.

" Acted as agency Security Administrator / Personnel Liaison for HRIS;

maintained database and

system access rights.

" Trained and administered tests to new HRIS end users. Provided tips for

system navigation.

" Provided direct administrative support to the Chief Financial Officer.

" Arranged meeting logistics for, and attended bi-annual Business

Administrator Meetings.

" Negotiated contracts; vendor and meeting. Procured supplies for the

department.

" Attended HRIS and 'On-Call' meetings; presented/collected relevant data.

" Interacted with ADC departments, other governmental agencies, private

entities to discuss project

related issues.

" Wrote policies and procedures that pertained to assigned projects.

" Interpreted Agency rules, regulations and translated to the public.

April 2000 - October 2001

American Association of Blood Banks

Education Specialist-Distance Learning Programs:

" Profitably managed and coordinated distance-learning programs. Acted as

site coordinator for

all audio-conferences. Point of contact for all audio-conference site

coordinators.

" Assisted members worldwide with issues regarding courses, membership, and

CME credits.

" Maintained on-line training course. Assisted members having difficulty

navigating the site.

" Maintained member and registration database.

" Collaborated with program instructors (physicians and nurses) to develop

program content.

" Reviewed and edited material received from program instructors.

" Worked with Marketing Dept. to develop content for the audio-conference

promotional materials.

" Ensured the distribution of the time-sensitive program material to all

host sites.

" Trained staff members to use registration database and data collection

applications/software.

" Advised colleagues on more efficient and effective ways to coordinate

national conferences.

" Acted as Continuing Medical Education Committee liaison to identify

program instructors.

" Conceptualized departmental policies to streamline many processes.

Restructured or eliminated

costly, inefficient procedures.

" Revitalized distance-learning program budget. Consistently remained under

the monthly budget.

EDUCATION

Morgan State University, Baltimore MD

1992-1996; Psychology

SKILLS

MS Office (Word, Excel, Access, PowerPoint), Corel WordPerfect, Corel

Quattro Pro, Windows,

Avectra (NetForum), HRMS/AIMS, HRIS, STARS, Epiphany, MyTime/WynTime,

Outlook, GroupWise, Maestro

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