Customer Service Manager

SCOTT DRAY

**** *. ********* ***. #7-248-***-****

Chicago, IL 60613 ******@*******.***

OBJECTIVE:

Highly qualified, effective and experienced MBA graduate with expertise in business

analysis/management. Offering more than five years of experience as a results-focused,

effectual leader, with a proven track record. Ability to proactively identify and resolve

problems, analyze sales trends, minimize costs, & maximize productivity.

WORK EXPERIENCE:

Hotel Assistant General Manager, America's Best Inn & Suites, Fort Lauderdale,

FL 4/2009-Present

Works directly under operator-owner in managing daily hotel operations, booking

reservations, front desk operations, maintaining guest service standards, managing

check-in/outs, responding to guest complaints, coordinating housekeeping duties and

running night audits. Monitors hotel expenditures, rent collection, maintains files,

paperwork, and record of financial transactions with tenants. Assisted in developing 2010

budget & rates. Provides exceptional hospitality to all guests.

Co-Owner, Sebastian’s Restaurant at Marriott Beach Place, Fort Lauderdale, FL

4/2008-4/2009

Operated restaurant utilizing strong experience in finance and marketing. Built restaurant and

team from ground up. Experience in building sales volume, marketing, training, inventory

& cost control, productivity enhancement, profitability improvement, P&L management,

customer service, and menu planning. Built a healthy, organic, & fresh menu for optimum

customer satisfaction. Remodeled store layout, scrape and rebuild experience and

continually work closely with distributors to cut expenses to meet budget and profitability

goals. Proven ability to control labor scheduling to meet budget and goals.

Financial Analyst, Computer Sciences Corp/Delphi (General Motors), Fortune 500

Company, Troy, MI 6/2007-4/2008

Prepared and analyzed financial statements, complex models and reports at this Fortune 500

company. Reported to Director of Finance, Billing Manager, and Account Executives for

financial reporting. Prepared, analyzed, and published weekly labor variance reports.

Maintained worker tables based on contract figures for client billing purposes. Maintained

weekly accounts receivable files for billing the client. Prepared journal entries and

reconciliations during close. Performed financial analyses including budgeting, trend

analysis, forecasting, and financial modeling. Developed and maintained financial

statements using accounting and budgeting software in order to prepare financial

statements and reports. Developed executive reports using database structures and end

user interfaces to provide information to the appropriate personnel as needed. Assisted

department in completion and understanding of budgets and other financial analyses.

Provided variance analysis on a monthly basis comparing actual results to corporate

objectives.

Financial Analyst, Electronic Data Systems Corp., Fortune 500 Company, Troy, MI

9/2005-6/2007

Analyzed company financials to ensure and maintain a profitable P&L. Made necessary cuts

and arrangement to ensure a highly profitable forecast. Prepared journal entries, monthly

close process, reconciliations, and monthly P&L flashes and dashboards. Active member

of the profit improvement team. Led SAP implementation user acceptance testing.

Developed user guides, training, and acted as a liaison between implementation team

and the user community. Responsible for effective business management and training.

Coached and motivated team to succeed and excel.

EDUCATION:

Walsh College of Accountancy, Troy, MI 12/2006

Masters of Business Administration (MBA)

Oakland University, Rochester, MI 6/2004

B.S. Business Administration

SKILLS/TECHNOLOGIES:

• Strong verbal and written communication and presentation skills

• Exceptional analytical skills focused on problem solving and process improvement

• Productivity enhancement experience & Inventory & Distribution management

knowledge

• Strong P&L management, profitability improvement, & project management skills

• Experienced SAP, Business Objects, Oracle database, ADP Payroll, SQL & financial

systems user

• Well organized and able to multi-task to complete deliverables in order to meet tight

deadlines

• Ability to learn new programs quickly and proficiently

• Advanced proficiency in Microsoft Office/Excel (i.e. v-lookups, formulas, linked

spreadsheets)

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