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Customer Service Manager

Morton Grove, Illinois, 60053, United States
May 26, 2010

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Thomas G. Sikoral


**** ***** **. - ****** *****, IL 60053


Results-driven Manager eager to contribute expertise in driving Operations,

Business Development, P&L, and Team Building initiatives toward actively

collaborating with a dynamic organization in maximizing bottom-line



> Offer progressive experience in operations and client relations

management, with comprehensive background in leasing, sales and


> Entrusted with achieving optimal utilization of human and financial

resources through proactive workflow planning/coordination and multi-

million-dollar budget administration.

> Effectively define, develop and implement targeted action plans to

maximize operational productivity, efficiency, profitability and brand


> Successfully train/develop, mentor and lead top-performing teams

committed to providing superior service.

> Exceptional ability to research and evaluate industry trends and

competitor products and use findings toward designing and executing

innovative strategies to boost company leveraging in a saturated market.

> Dynamic communication, presentation, relationship building and problem-

solving abilities.

> Highly versatile; quickly master new roles, responsibilities,

technologies, and environments.

> Facilitate smooth communication between staff and senior personnel and

expedite workflow to attain objectives.

> Demonstrate outstanding problem solving and active listening skills;

diffuse difficult situations with tact and ease.


> Boosted commercial occupancy rate from 86% to 97% by applying sharp

business acumen.

> Demonstrated analytical and critical thinking abilities in proficiently

growing storage revenue 30%, which were record levels in 2005.

> Drastically reduced payroll cost 33% from $2.4M to $1.6M through shift

changes, employee policies, holiday pay requirements and utilization of

seasonal employees.

> Decreased overall operating cost 4.5%, by starting daily maintenance

programs and facility inspections.

> Slashed customer complaints 12% by ensuring all staff members are

properly trained on customer service.

> Generated $185K in annual cost savings by renegotiating housekeeping and

elevator contracts.


OliverMcMillan, Glenview, IL


Director Property Management/Asset Manager - The Glen Town Center

. Contribute dynamic leadership skills in managing all aspects of

operations and finances of this $250M asset consisting of 500K s.f.

retail and 280K s.f. apartments.

. Cost-effectively allocate, administer and oversee a $2.2M CAM budget and

an NOI of $12M.

. Exhibit solid leadership qualities toward supervising, training and

motivating 5 management staff and 20 operational staff, playing an

instrumental role in the development of top performing team members.

. Apply detail orientation and organizational skills toward project

managing all tenant build outs/remodels; negotiate contracts and

coordinate leasing department, municipality and tenant activities.

Westfield Corporation, Inc., Skokie, IL


General Manager - Westfield Old Orchard / Westfield North Bridge

. Strategically built and proactively led a top-performing team of 7, with

indirect oversight of 80 staff members.

. Relied upon to lend expertise in managing $600M asset, with

responsibility for $5.6M CAM budget and $29M NOI.

. Successfully led a $500K mall beautification project which updated the

center and resolved maintenance issues.

. Innovatively designed, developed and launched a new employee and tenant

relationship program to foster communication and education between

Westfield employees and tenants, which was adopted company-wide and

currently in use by over 4,000 employees.

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Thomas G. Sikoral

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CB Richard Ellis / Trizec Properties, Chicago, IL


Director - Sears Tower Skydeck

. Recruited to manage a 40K s.f. Chicago tourist attraction, hosting over

1.2M visitors per year.

. Significantly increased revenues and profits through sales generation and

cost containment programs.

. Directly managed and mentored staff of 78 including Sales, Marketing,

Housekeeping, Guest Relations, Human Resources, Accounting, Security and

Maintenance personnel, with strong focus on optimizing productivity,

efficiency and performance.

. Maintain up to date with industry trends and competitor products/services

to effectively determine price points.

. Appointed to serve as Brand Ambassador, promoting market awareness and

good will by liaising with media and occasionally appearing on


United Airlines, Chicago, IL


Manager of Administration - Flight Operations (2002-2003)

. Maximized operating results, achieving 2.8% over plan in 2003, improved

from .5% in 2002.

. Significantly increased customer satisfaction by streamlining internal

processes, emphasizing employee training/recognition and improving pilot


. Supervised $3M budget and 22-member team, as well as overseeing all

administrative functions for 2,000+ pilots.

. Strategically planned and coordinated schedules to maximize use of human

resources while controlling labor costs and meeting customer needs.

Team Coordinator Resource Scheduler / Acting Cargo Manager (2000-2002)

. Consistently met/exceeded all daily performance metrics and increased

ready-for-pickup from 76% to above 90%.

. Increased Cargo Performance Index from 85% to 92%, applying industry

knowledge and experience.

. Lowered overtime costs from 9% to less than 1% of personnel cost by

working with union to change work areas and improving communications with


. Produced over $2M in new revenues in first year by creatively introducing

2 new products and promotions.

Continental Airlines


Regional Sales Manager (Passenger Sales) - NYC (1999-2000)

. Boosted revenues at all accounts; increased key business accounts 38% by

focusing on business partnerships.

. Efficiently supervised 15 Sales Managers and managed 150 Business and

Travel Agency accounts.

International Assistant Director - Customer Service - Newark, NJ (Hub)


. Directly oversaw 1,400 employees, 8 Managers, and 41 Supervisors

overseeing operations of international/domestic arrivals and departures.

. Successfully contributed to business development by collaborating with

sales teams and using proactive prospecting techniques to generate new


. Recognized for ensuring zero security breaches by setting up strict

security measures for departures to Tel-Aviv, including training ground

and flight personnel on screening and inspection techniques.

Prior Positions with Company (1990-1998)

. Consistently promoted from Customer Service Representative and Customer

Service Manager to General Manager, due to exceptional performance and

meeting/exceeding all goals and targets.

. Delivered superior performance while maintaining 5% under budget.

. Met/exceeded all goals for on-time performance, achieving >90%.


Business Administration - Embry-Riddle Aeronautical University, Daytona

Beach, FL


Leading for Performance; Create a Winning Environment; Kaset; Performance

Planning and Review; Target Selection; Effective Leadership; Team Building;

Coaching and Counseling; Sales and Marketing; Effective Negotiating; FMLA;

Workmen's Compensation; GSC; 7 Habits of Highly Effective People;



Apollo; Sonic; Sabre; MS Word; Excel; PowerPoint; Outlook; Access; Paradox;

WordPerfect, MRI, JD Edwards, Argus


Board Member - Glenview Chamber of Commerce, 2008

President - Skokie Chamber of Commerce Board, 2007-2008

Membership Chair - Rotary District 6440 (Skokie Club)

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