Manager Customer Service
Resume:
Nichole Lynn Mabry
Columbus, Ohio 43229
*************@*******.***
SYNOPSIS: Have 10 years of successful experience in property
management including commercial, residential,
and the hospitality industry. I learn at an
exponential rate and can master new procedures, software,
standards, and adapt to new environments
quickly.
PROFESSIONAL SKILLS:
Technical
. Typing-65 WPM. PC skills: Microsoft Word, Excel, Outlook,
Windows XP Pro, Quickbooks Pro, Powerpoint, Publisher.
. Can learn new software very quickly and manage it with great
efficiency.
. Detail-oriented, efficient and organized
Industry Related Technical Skills
. OnQ, OnQ R&I, AMSI E-site, AMSI dos, Yardi PM, Rent Roll,
MRI, Jaguar Hotel, AccKnowledge, M3, SalesPro, MSI, TimeVue,
Micros, Kronos
. Strong knowledge of third party website revenue management
. Transferable certified director of sales and general manager
certificate from Hampton Brand
. Managed over 1,000 property units over entire career
Customer Service
. Resolving customer inquiries and concerns using excellent
communication and problem solving skills.
. Over 10 years experience in customer service and sales
. Excellent people skills with strong ability to avoid
escalation
. Maintaining strong customer loyalty.
Supervisory
. Exhibiting leadership.
. Exceptional team building and training techniques to maintain
employee loyalty and efficiency.
. Meeting set deadlines and seeing to it that others meet
theirs.
. Overseeing and maintaining positive associate development.
. Managing large and small groups of associates.
EXPERIENCE:
Hawthorn Suites, Columbus, OH
General Manager (August '09-Present)
. Oversee all daily hotel operations including payroll, front
desk, housekeeping, F&B, and engineering.
. Responsible for hiring and training of new associates and
ensuring all hotel brand standards are maintained.
. In charge of capital changes and improvements due to brand
change
. Successfully implemented new polices and procedures to
maximize employee development
. Surpassed monthly budgeted revenue goal while decreasing
expenses in first month
Hampton Inn, Sunbury, OH
General Manager/Director of Sales (November,
'07-August, '09)
. Managed all daily hotel operations.
. Successfully exceeded monthly budget revenue to surpass
yearly budgeted revenue for 2008 through strong revenue
management, comp-set comparisons and establishing third party
relationships.
. Triumphantly took over hotel in red flag danger and brought
it back to standards and increased guest satisfaction scores
and overall improvement of hotel in under 4 months.
. Recognized by Hampton Regional Manager for outstanding
performance in a short period.
. Favorably increased ADR and RevPar from 2007 to 2008.
. Assisted in keeping companies active in Sales Dept and
generating new business consistently while handling all
incoming SMERF calls and emails from Hilton Sales Worldwide.
. Collected $45,000 in back AR in less than 60 days.
Hilton Garden Inn, Dublin, OH
Front Desk Manager (March, '07- November,
'07)
. In charge of F&B and front desk operations
. Assisted the General Manager in daily operations as well as
director of sales dept operations.
. Trained and developed all newly hired employees.
. Responsible for AR duties and third party relationships
Concourse Hotel, Columbus, OH
Front Desk/Night Manager (July, '05- March,
'07)
. In charge of all front desk associates.
. Night Auditor
. In charge of housekeeping, guest relations, and assisted in
managing hotel restaurant
Charter Properties, Columbus, OH
Senior Property Manager (May, '03- July,
'05)
. In charge of 200 unit apartment community, 27 rental
properties, and 45 commercial rental properties.
. Responsible for collecting rent, maintenance of property and
units, evictions, court proceedings, selection of tenants,
vendor contracts, capital improvements, and marketing of
community
. Maintained curb appeal.
. Processing of SODA's, punchouts, tenant vacancies.
. Develop and maintain client and property databases.
. Assisted in budgeting for 2 properties and met budget
effectively each quarter.
EDUCATION AND TRAINING
. Graduated Lima Bath High School 1999
. Trained with GDAA and CAA in areas of Fair housing, Leasing,
and Management.
. GM trained certificate and Hilton Sales certificate in
February 2008.
. Taken additional Hampton Brand training for professional
knowledge and skill sharpening.
References available upon request
Contact this candidate