Customer Service Manager

Daniel R. Lyle

**** *. ***** *****, ******, AZ **086

(623) 229 - 2879

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

Summary

National Reservations, Revenue Management and Analytics leader with proven

track record of accepting challenges and achieving results. Possesses

strong analytical skills, excellent understanding of technology and the

ability to lead large teams by example.

Areas of Expertise

*Customer Service and Sales Management.

*Applying Technology to Achieve Measurable Results.

*Building and Motivating a Team for Common Goals.

*Data Extract and Reporting to Improve Opportunities

*Financial and Marketing Analysis.

*Reliability and Integrity.

Experience

ARAMARK Parks and Destinations

June 2006 - March 2010

Director of Reservations and Revenue Management, Phoenix, AZ.

Lead national team for central reservations, revenue management and

electronic distribution. Integrated property based leisure sales functions

into a new office in a centralized location. Developed service standards,

procedures, cost savings and accountability.

*Combined data resources from web, phone switch, and reservations system to

measure marketing results, sales efforts, and vendor activity.

*Created framework for revenue management procedures at 12 hotel properties

*Expanded channel management with GDS, Expedia, direct online, and call

center.

Delaware North Companies

2003 - 2006

Manager of Central Reservations, Fresno, CA

Realigned a struggling call center by implementing a metrics driven

reporting program that focused on efficiency, customer service, sales

results, and honest communication.

*Added 2 additional hotel properties to increase volumes over fixed costs.

*Lead projects to add online agent chat functions, web based rate and

availability calendars, intranet sales knowledgebase, and metrics based

incentive programs.

*Developed management team resulting in promotional opportunities.

*Improved communications with hotels served.

*Improved staff morale and resulting customer service and sales levels.

Delaware North Companies

1997 - 2003

Manager of Financial Analysis and Budget, Yosemite National Park, CA

Developed profit plans for $100 million operation during fiscal periods

1998 - 2004 and participated in successful plan presentations to ownership.

*Achieved favorable rent levels during 2 contract negotiations with client.

*Worked closely with departmental management and created statically driven

financial plans for more than 100 cost centers.

*Created numerous productivity enhancing mechanisms for report

distribution.

*Provided direction and support for accounting and operations on advanced

software techniques for Microsoft Office, accounting systems, and various

database applications.

Various operational management positions of increasing responsibility

1987 - 1997

Yosemite National Park, CA

*Guest Recreation Manager - Responsible for all Yosemite recreation

operations - Skiing, Stables, and Rental Activities.

*Hotel General Manager - Housekeeping Camp and White Wolf Lodge.

*Food and Beverage Management - Fine, Causal, and Volume settings.

Education and Skills

Political Science - University of San Diego, CA 1984 - 86

Liberal Arts - Marymount Palos Verdes, CA 1982 - 84

Expert level user of Excel, Access, T-SQL, and VBA.

Springer-Miller hotel management system.

MySQL/php development

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