Customer Service Manager

Pavlina McGrady

Tel:

Email:

Address:

808-***-****

ablzwg@r.postjobfree.com

**** ****** ***** ****, **** 10107

Fort Collins, CO 80525

EDUCATION

**** - **** ******'s Degree in Travel Industry Management

University of Hawai`i at Manoa Honolulu,

HI, USA

Key Courses: Strategic Travel Marketing, E-Tourism, International

Hospitality

Management, Transportation Systems Management, Global Tourism

Management

2000 - 2005 Bachelor's Degree in Tourism

University of National and World Economy Sofia, Bulgaria

Key Courses: Hotel and Restaurant Management, Marketing and Advertising

in Tourism, Social Psychology and Tourist Behavior

WORK EXPERIENCE

Front Office Supervisor - Renaissance Hotel Cleveland, OH /Jul 2009 -

Jul 2010/

Execution of front desk selling strategies

Training and on-going supervision of front desk

Providing exceptional guest services, registration and billing services

in a highly professional manner

Reviewing staff shift work and cash handling

Assuming Manager on Duty responsibilities when assigned

Executive Director Assistant /Account Manager- First Investment Bank

/Sep 2008 - Mar 2009/

Performing a wide range of administrative and support duties of a highly

responsible and confidential nature

Screening and prioritizing customer requests, identifying problems and

seeking resolutions

Daily contact with managers and subordinates as well as outside

customers

Managing customers' bank accounts

Consulting clients regarding all bank products and services

Processing credit cards applications

Leadership Development Program/Housekeeping Manager - The Fairmont

Orchid Hawaii /Jan 2008 - Jun 2008/

Planning, organizing and developing overall operation of department

Organizing and directing team members to ensure guests satisfaction

Purchasing, re-ordering and maintaining housekeeping supplies and

inventory

Managing guest rooms inspection program

Initiated housekeeping recycling program

Marketing and Communications Coordinator - The Kahala Hotel and Resort

/August 2007 - Nov 2007/

Updating The Kahala Hotel and Resort Website

Updating availability reports with Expedia, Orbitz, iHotelier, Trust,

and Bookings.com

Assisting in preparing sales packages

Office Assistant - Fiscal Administration, University of Hawai`i /Oct

2006 - June 2007/

Word processing and filing procedures

Monthly reports printing and distribution

Assisting in e-mail correspondence

Assisting in delivering mail and payroll

Front Desk Administrator - Rila Hotel, Sofia, Bulgaria /Dec 2003 - Dec

2005/

- Managing front desk and responding to customer inquiries,

including daily inventory,

ordering acknowledgements and other unresolved issues

- Making personal and group reservations

- Performing all daily clerical activities, inner-office paging,

incoming/outgoing mail

- Entering purchase orders and sales orders into database.

- Creating invoices and forwarding to accounting department.

Sales Associate - The Gala, San Francisco, USA /Jun 2004 - Nov 2004/

Customer service and sales responsibilities

Receiving and entering merchandise

Working in a team environment

Hostess - El Torito Restaurant, San Francisco, USA /Jun 2003 - Nov 2003/

Responsible for greeting customers, answering phone calls,

orders "to go", customer service, opening and closing duties

Office Assistant - Nove-F, Sofia, Bulgaria /Nov 2001 - Dec 2003/

Responsible for all clerical tasks including faxes, copies, phone calls,

invoices, and electronic, written, and oral communication

- Assisting in translating office documents in English and Spanish

activities and Skills

Associate of the month - February, 2010, Renaissance Hotel, Cleveland,

OH

Member of Eta Sigma Delta - International Honor Society for Students in

Hospitality and Tourism Management

Committee Chair of the TIM Graduate Club column at monthly TIM School

Newsletter

Green Committee member - The Fairmont Orchid Hawaii

Attended Charting a Course for Hawai`i's Sustainable Future Hawai`i 2050

conference, August, 2006; September, 2007

Collaborating in Camp Mokuleia Marketing Project, 2007

/Evaluating current website and edit/rewrite content to enhance the

camp's online

presentation; Revise logo of Camp/

Languages: English - fluent, Spanish - good, knowledge of Russian,

Bulgarian - native

Computer Skills: Microsoft Word, Microsoft Excel, Microsoft Power Point,

Internet Environment

Personal Qualities: responsible, focused, adaptable, team-oriented, able

to manage multiple tasks effectively, excellent customer service skills

and high work standards.

Contact this candidate