Customer Service Manager
Resume:
sheryl dolphin
PO Box **** ( Ruidoso, NM ***** ( ***************@*****.***
On-Site Property Manager
QUALIFICATIONS SUMMARY
Highly personable Property Manager with over twenty-five years of
experience in all aspects of management including travel, lodging, private
home and camping industries. Experienced in on-site management.
o Housekeeping, babysitting, and cooking
o First-hand experience with children as mother to one boy and step-
mother to 1 boy and 2 girls
o Demonstrated ability to gain homeowner and customer trust
o Organized with the ability to multi-task
o Pet friendly owner of numerous dogs throughout my lifetime.
o Highly competent and detail oriented
o Flexible, energetic, physically fit
o Review and screen potential tenants; employees for office,
maintenance and housekeeping staff.
o Excellent communication skills; maintain positive relations with
staff and customers in high volume, fast-paced operations.
o Strong leadership skills; proven ability to work in unison with
staff, volunteers, and board of directors.
o Resolve discrepancies promptly.
o Extensive background in customer service operations, including
administrative, operations, education, housekeeping, remodeling,
grounds maintenance and management in lodging, camps & private
homes.
o Proficient with computer including all Microsoft Office Systems
(Word, Excel, Power Point) and internet, including basic web design.
PROFESSIONAL EXPERIENCE & ACCOMPLISHMENTS
NMHB, LLC/Dolphin Property Masters Property Management Ruidoso, NM
Owner/Manager of Vacation Nightly Rental Lodging Business and Private Homes
. Maintains accurate records including direct bill accounts, credit card
receipts, registration cards, reservation cards, direct bills, credit
cards, and IRS; posting rent and to the Quicken Rent Manager tracking
system
. Assure constant update in d cor and interior furnishings are kept to
standard
. Manage housekeeping staff and provide hands-on help as often as
needed
. Organize and maintain all linens and bedding in closets and drawers
. Assigns duties to independent contractors and observe performance to
ensure adherence to Nightly Rental policies and established operating
procedures.
. Internet research and online shopping
. Reservations, online and phone; responsible for advertising and
maintaining rental prominence in the nightly rental business
. Hire, train, schedule, supervise, discipline, and discharge staff;
Oversee day to day operations in bookkeeping, accounting, collecting
rents, answering reservation phone calls and email.
. Responsible for maintaining private real estate or rental contracts;
creating and maintaining lease agreements, collecting monthly mortgage
and rent payments.
. Caretaker of unoccupied private owner's homes
. President, Home Owners Association
Ruidoso Lodge Cabins Ruidoso, NM
Office Manager Assistant
. Performs function of General Manager/Owner in her absence,
enforcing lodge rules.
. Receives and resolves or assists in resolving guest complaints and
employee issues.
. Oversee day to day operations in reservations, including emails,
phone and face-to-face guest services for upscale, high volume
Lodge
. Assist housekeeping staff on large turn-over days
. Responsible for handling billing and cash in excess of $5,000.00
daily; collecting rents.
. Work closely with Owner, Maintenance, Housekeeping and other
departments
. Answers inquiries pertaining to Lodge policies and services
. Responsible for posting rent reservations to the InnDesk tracking
system
Casas de Ruidoso Ruidoso, NM
Customer Service, Quality Control & Reservations Agent for Central Ruidoso
Reservations Property Management Company
. Reservations Agent, making reservations by phone, facsimile or email;
check-in guests for nightly rentals of private homes in Ruidoso
. Advanced to Quality assurance specialist - checking on homes with
responsibility for minor repairs and upkeep; checking on housekeeping
. Oversee housekeeping operations for over 150 privately managed homes
America West Airlines Phoenix, AZ
Customer Service Representative; Ticket & Gate Agent, Sky Harbor
International Airport
. Processed airline ticket orders, answered questions, responded to
concerns, and alleviated delicate situations with professionalism and
sensitivity. Front Desk Concierge for America West Club.
Camp Mingus, AZ, Camp Kailani, HI, Camp Tekoa, NC (United Methodist Camps)
On-Site Camp Staff, Assistant Manager and Food Service Assistant
. Activities Assistant: Organize activities, and produce and edit camp
newsletter
. Maintenance: Supervisor of outdoor maintenance crew overseeing
painting, mowing, grounds maintenance.
. Food Services: assist Camp Cook in budgeting, inventory, preparation
of meals serving up to 250 campers, and maintenance of clean and safe
kitchen as need
Other Jobs Held in customer/public service and management: US FOREST
SERVICE (Firefighter/Supervisor), SCHOOLS (Administrative
Assistant/Substitute Teacher - Public/Private), and RESTAURANTS (Food
Server)
EDUCATION and TRAINING
Education:
Colorado Technical University Colorado Springs, CO A.S.,
Business Administration
Rio Salado College Phoenix, AZ Operations
- Passenger Services
Cottey College Nevada, MO Social Sciences
Training: Completed numerous courses and seminars in customer service, real
estate & rentals, inventory control, loss prevention, time management,
leadership, performance assessment and food safety.
CERTIFICATIONS
Wildland Firefighter; Certified Heli-Rappeller; Type 6 Engine, Chainsaw and
Forklift Operator
Helicopter and Helibase Manager National InteragencyType
I Team
CPR & First Responder; HAZ-MAT Nationwide
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