Customer Service Management

Monica Eve Osika

Monica Eve Osika

**** ******** ****. *********, ** 48306 248-***-**** ***********@*****.***

A POSITION UTILIZING MY STRONG COMMUNICATION SKILLS, SALES

EXPERIENCE, HR AND MANAGEMENT EXPERIENCES, AND ACADEMIC TRAINING

PROFESSIONAL PROFILE

Hands-on, multitasking individual with diverse leadership experience. Highly skilled in management with

employees and interacting with customers in a fast-paced environment. Proven abilities in identifying and

developing innovative solutions to problems. A proven leader, coupled with excellent communication,

coordinating, and teaching skills. Academic credentials include a Bachelor of Science in Hotel and

Restaurant Management.

PROFESSIONAL EXPERIENCE

PROFESSIONAL EXPERIENCE

Best Upon Request, Troy, MI: A concierge service agency designed to reduce the demands and

stresses of everyday life to employees and patients in hospitals throughout the nation.

Lead Concierge, November 2006-March 17, 2009

Responsible for helping to make employees feel appreciated, guests feel comfortable, and visitors feel

welcome. With experience and professional managed staff, streamlined implementation processes, and

support systems results include:

3 Increase Employee Retention and Satisfaction

4 Reduce Absenteeism and Enhance Hospital Employee Productivity

5 Improve Customer Satisfaction and Enhance Customer-focused Care

6 Become an Employer of Choice

Hilton Hotels, Troy, MI: An international chain of full-service hotels and resorts founded by Conrad

Hilton and now franchised to independent operators by the Hilton Hotels Corporation.

Front Desk Salesperson, October 2003- November 2005

Responsible for greeting guests, scheduling appointments, selling products/services, and delivering top-notch

customer satisfaction in a professional, high volume hotel.

7 Assist in maintaining professional front desk and reception area

which includes cash handling and multi-tasking skills.

8 Assist in administrative tasks including filing, member folder

maintenance, and data entry of client records and surveys to ensure

customer satisfaction as a team.

Housekeeping Executive, November 2005-October 2006

Responsible for all duties of the housekeeping operation and cleanliness levels in all areas of the property.

Responsibilities include: include: staff training, inter-department communications, and staff scheduling.

9 Strong attention to detail, leadership skills, and the ability to effectively deal with department heads,

guests, and team members.

EDUCATION

Eastern Michigan University, Ypsilanti, MI - B.A., School of Technology, Science, April 2005.

MAJOR: Hotel and Restaurant Management.

MINOR: Parks and Recreation

Management.

AREAS OF STUDY: Business Ethics, Facility Management, Economics, and Psychology.

Relevant Seminars/Workshops/Training: Seminar in Hospitality Management, Food Systems Management

Experience, Occupational Safety, Customer Service, Managing Employees, and Sanitation.

Rochester Adams High School, May 2001. I speak moderately in French and Polish.

ACCOMPLISHMENTS

ACCOMPLISHMENTS

Letter of Recommendation received from Hospital Director for exemplary efforts and commitment to Service

Excellence at Troy Beaumont Hospital in July 2007

Achieved a Certificate of Appreciation in perfect month-end submittal for October 2008

Study abroad to England created a high level awareness of cultural diversity participate

COMMUNITY INVOLVEMENT

COMMUNITY INVOLVEMENT

10 Participated in Special Events throughout Oakland County Parks.

11 Involved in volunteering at animal care facilities as an assistant to veterinary professionals.

12 Member of the National Audubon Society

13

COMPUTER SKILLS

Highly proficient in all Microsoft Office software.

Microsoft Access, PowerPoint, Novell GroupWise, and Excel

REFERENCES

Kati Spada 248-***-****

Eric Reed 586-***-****

Peter Jensen 248-***-****

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