Customer Service Manager

Nia Williamson

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

Fitchburg, MA 014**-***-*** 5076

Dedicated customer service manager with 10+ years of experience. Consistently achieve

record higcustomer satisfaction rankings, improvements to the bottom line and turnaround

of underperforming operations.

Respected builder and leader of customer focused teams; Lead by example and ensure the

execution of all safety, security, quality and company operations policies.

Areas of Expertise

Customer Service Customer Satisfaction Cost Reduction Strategies

Management Enhancement Order Fulfillment

Complaint Handling & Front End Supervision

Resolution Sales & Margin Improvement

Retail Operations Management Teambuilding & Training

Hotel Operations Management

Professional Experience

FINISH LINE, INC. Leominster, MA 03/10 to Present

Assistant Manager

Premium customer service provided for a premium retailer. Hands on management trained in the following areas:

Store Operations

Sales

Customer Service

Merchandising

Employee Development

Inventory

Loss Prevention

10/08 to 09/09

SAGE HOSPITALITY Fitchburg, MA

Front Office Manager @ the Courtyard by Marriott/CoCo Key Water Resort

Responsible for all duties of the front desk operation for 245 rooms with meeting space, 60,000 sq ft trade center, and indoor

Water Resort, which includes: staff training, inter department communications, staff scheduling, and guest services. In addition

to assisting in the operation of the Front Office and guest services, responsible for responding quickly to guest requests and/or

complaints in a sincere, helpful manner and ensure that appropriate action is taken to guarantee guest satisfaction, leaving the

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guest with a WOW experience. Analyze guest satisfaction data and develop and implement plans to achieve established goals

related to guest satisfaction scores. Assisted Revenue Manager with the daily room inventory management process in both

PMS and MARSHA system. Actively monitor group blocks to determine rooms' availability for sale. Monitored and

communicated fluctuations in occupancy to operational departments so they could effectively manage staffing requirements

and increase efficiency. Worked closely with the Director of Sales & Marketing and General Manager to ensure their

departmental objectives are met. Achieved budgeted revenues, controlled labor costs & expenses, and maximized profitability,

within all areas of the front office.

TRUE NORTH HOTEL GROUP Devens, MA 08/06 to 10/08

Front Office Manager @ the Springhill Suites by Marriott

Responsible for all duties of the front desk operation for 121 rooms, all suites hotel with a full service 14,000 sq ft conference

center, which includes: staff training, inter department communications, staff scheduling, and guest services. In addition to

assisting in the operation of the Front Office and guest services, responsible for responding quickly to guest requests and/or

complaints in a sincere, helpful manner and ensure that appropriate action is taken to guarantee guest satisfaction, leaving the

guest amazed. Duties included:

Responsibility for short and long term planning and the management of the hotel’s Front Office operations

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Maintained guest room inventory

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Set the example to all associates that reflect Marriott Service Standards and Procedures

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Performed all tasks of a Front Office Staff as needed to facilitate service

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Ensured all operations and cash handling were done per policies and procedures

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Maintained excellent communication with the housekeeping and maintenance departments

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Maintained information on prices, rates, specials, packages, programs, etc, while ensuring all staff are trained in all

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areas

Analyzed, investigated, and resolved guest complaints

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Created expectations, lead people, managed processes, and held people accountable for the agreed upon activities

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and time tables

Ensured proper staffing levels for customer service goals

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Coached and counseled associates in the direction that reflects Marriott service standards and procedures

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Accounts Receivable

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Accounts Payable

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INITIAL CONTRACT SERVICES Atlanta, GA 08/00 to 08/03

Administrative Manager

Responsible for all administrative work; process payroll for 250+ employees; produce weekly summary for authorized hours

verses actual hours, to ensure that the company is staying within the allotted budget; select potential applicants for employment

at the Hartsfield International Airport; administer criminal background checks; interview and train new employees; verify

employees ten year history information for access to SIDA unescorted access; insurance benefits coordinator process

insurance enrollment, cancellations, and handle any questions or concerns that employees have regarding insurance;

responsible for uniform control to ensure that all employees return uniforms, arrange weekly laundry of uniforms, exchange and

replace damaged uniforms, and order new uniforms; liaison between employees, supervisors, and project manager

Education and Training

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FISHER COLLEGE Boston, MA 9/95 to 5/97

A.S., Office Administration

Training: Completed numerous courses and seminars in customer service, sales strategies, inventory control, loss prevention, time

management, leadership, and performance assessment provided by Marriott International and Finish Line, Inc.

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