Customer Service Manager

Synopsis

Twelve years with the Minnesota department of revenue provided abroad

background in accounting, training and project management in addition to

auditing major corporations for tax compliance. I left government to

explore the hospitality and airline industries. My various ventures into

high energy platforms provided extraordinary experiences in all areas of

training and management. My background has been enhanced with career

activities in business consulting, Real Estate and hospitality management.

I have a developed a solid background with a great deal of expertise in:

. Profit & Loss Management. Skilled at improving overall performance

via reduction in expenses and increase in revenues. Improved

client/guest satisfaction as well as permeating an expanded market.

Experienced with a variety reporting formats.

. Training & Development -- Broad based experience with diverse training

programs. Experienced in classroom instruction (including creating

lesson plans and strategies), OJT one-on-one training as well as

Internet-based training.

. Facilities Management -- I am a talented leader with exceptional

problem resolution and decision-making abilities. I have dealt with a

vast variety of facility issues as well as procedures and manual

implementation for scheduled maintenance plans.

. Human Resources Management -- Outstanding tactical, respectful

relationship skills. Great oral and written communications

abilities. Promotes environment that satisfied employees and content

clients/guests.

. Marketing & Sales -- Develop plans to improve market share. Improve

customer retention rates as well as to locate, determine and market to

new segments. Product positioning using tools to measure view and

analyze current status and market trends and e-commerce.

I welcome the opportunity to speak with you and further explain how I can

benefit your company. (Ten year background check performed by FAA 7/05.)

? Written letters of reference are available upon request indicating my

ability to grow revenues, reduce expenses and effective leadership. I also

have a letter of commendation from the governor of Minnesota for my work on

the Corporate Audit Template Team.

Sincerely,

J. L. Sayler

Management Qualifications

I offer over ten years of experience providing leadership, guidance, and

productivity improvement to meet organizational objectives and exceed

customer expectations. Skilled operations and facilities leader able to

identify and address areas in need of strategy improvements, introducing

policies, productivity enhancements and processes to increase profitability

while reducing/minimizing costs. I am highly skilled in project and change

management as well as team development and leadership. Extensive

background in customer service and training management. Always my goal to

include the organizational vision into all practical applications of policy

and procedure of the infrastructure. Strive to keep current in all the

newest forms of mass marketing media including using the Internet and all E-

Commerce tools currently available to expand opportunities.

Professional Synopsis

Graduating from college in 1983, I accepted a position with the Department

of Revenue as a Tax Examiner; I worked at various appointments during my

twelve year tenure. As a Senior Auditor most of my epoch was spent in the

Corporate Franchise Taxes Division auditing fortune 500 companies for tax

compliance. Other of my responsibilities included budgetary, training,

manual writing and editing, team building.

Hospitality industries are close in line with my exceptional customer

service focus and my organizational and project management aptitude. From

every position and company that I have consulted and/or worked with, I have

learned tremendous lessons which have guided my appreciation of each

industry to a higher level.

Education

Bachelor of Business Administration, University of Minnesota

(Concentration: Labor Relations Emphasis: Marketing & Collective

Bargaining)

. Graduate/Undergraduate Coursework: Collective Bargaining, Labor

Relations, Auditing and Government Accounting, Management of Information

Systems (MIS), Team Assessment & Building, Personality Testing and Train

the Trainer

. Training: Computer Systems/Management, General Management, Flight

Attendant Training (DC-10-10; DC-10-30; RJ-85; SAAB-340 A,B and B+; CRJ),

Choice General Management, Holiday Inn-Encore Training, AmericInn

Management Training and Marriott International Certified Manager/Trainer,

Certified Personal Trainer and previously licensed Real Estate agent

. Technical Skills (Computer): Excel, MS Works, MS Office, Paradox,

Quattro Pro, Lotus, Word, Power Point, Outlook, PaperPort, Windows Vista,

Lotus Notes . . .

Employment History

** Enterprise with Joy, Owner/Consultant Jan 1994-Present

Performed the overall management of a consulting firm focused on providing

clients with the project or business specific services. Services include

the preparation of newsletters and operating manuals; taxes; financial and

market analysis; desktop publishing; technical writing; corporate event

planning; specialized training; and strategic planning. I have recently

completed two freelance writing projects; one of which I have self

published and considering available venues.

** Mesaba Airline, Flight Attendant July 2005-June 2006

Outstanding customer service. Ensure the health and safety of all

passengers. Aircraft certified: Saab 340 A, B and B+, RJ85 and CRJ. Due

to the bankruptcy, few opportunities for advancement would be forthcoming

within a reasonable time frame with even fewer opportunities after

bankruptcy.

** Fairfield Inn & Comfort Inn, General Manager (Tharaldson) June 2003-

March 2005

As general manager at both of these properties, I successfully improved

quality standards and reduced expenses dramatically. Administered and led

all property operations. Worked diligently and to improve staff quality

and retention. I created training and procedure manuals; maintained

respectful working environment commending teamwork in an environment

conducive to maintaining an effective management/staff relationship. I

became seriously ill between these two assignments. I left unable to

reconcile differences with regional manager.

** AmericInn, General Manager (JCS Development) March 2002-June 2003

Administered and led hotel operations in the areas of maintenance, front

desk, housekeeping, marketing, sales, customer relations, financial

reporting, and labor. Great property, great company, terrific potential.

I was hired under the intent that a 2nd property would be built adjacent to

this property that I would also manage. Due to market circumstances, the

property was not built on time. I departed due to an offer with a larger

company offering higher pay and an opportunity with a larger hotel within

six months.

** Omni Air International, Flight Attendant Mar 2000-Oct 2001

I provided outstanding customer service while ensuring the health and

safety of all passengers. I left due to lack of opportunity to move into

training/management area. Aircraft certified on: DC-10-10 and DC-10-30.

Great company.

** Comfort Inn-Savage, MN, General Manager 1997-1998

I expeditiously improved quality standards of this property substantially.

An extremely distressed property when hired by (MOA). Improved the quality

of the guest experience and brought property into compliance with franchise

standards; meeting company objectives. This property was sold.

** Hampton Inn, Manager on Duty 1996-1997

My first venture into the hospitality industry was here as a front desk

person, breakfast attendant and night auditor as well as a shift manager.

Offered a management/consulting position for another hotel chain.

** Minnesota Department of Revenue, Senior Auditor 1984-1996

Senior auditor in Corporate Franchise Taxes Division responsible for

ensuring correct tax status of fortune 500 companies with nexus to

Minnesota. Division training administrator and the budget officer in

charge of a $2.5 million budget for ten offices. Preparation of technical

manuals and training programs for annual/recurrent legislative updates.

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All gaps in my employment history are due to my desire to explore

independent opportunities or serious illness-all of which have made me a

stronger, better manager and leader.

Contact this candidate