Customer Service Manager
Resume:
Michael A. Pinkston
** ****** ****, ******, ** **883 419-***-**** ***************@*******.***
Summary
Customer Service Facilitator: Accomplished at determining appropriate
customer service levels, developing customer service standards, facilitating staff
learning to established standards, interpreting related materials in a format appropriate
to participants’ knowledge base and monitoring service delivery levels.
Experienced in association
Business and Association Leadership:
leadership; vision-development, implementation and execution; membership cultivation,
sales and management; and strategic long range, and financial planning.
Project Manager: Skilled at creating, organizing and executing initiatives,
managing processes and expectations; setting deadlines; designing deliverables;
collecting and analyzing feedback; adjusting programs to meet changing needs; and
communicating process changes and upgrades.
Human Resource Developer: Adept at human resource activities including
recruitment; supervision, job description development, job performance evaluations;
improved job performance delivery, creating appropriate training plans; managing
change; and promoting organization philosophy.
Experience
Ralph’s Joy of Living, Tiffin, OH 2007-6.12.2009
A retailer of appliances, consumer electronics, kitchenware, cookware, and wine & beer
Operations & Human Resources Manager
• Manage all store operations, including sales and marketing, scheduling staff and
service delivery, facility management, and event planning.
• Human Resource functions including handbook development, operational
changes, employee assessments and review delivery,
• Daily financial reporting including point of sales reconciliation, annual budgeting,
P&L, Balance Sheet, AP, AR, payroll, and tax functions.
• Database Management including the consolidation of three database files,
database information collection and maintenance.
• Marketing Plan and delivery working with advertising agency and individual
advertising and marketing outlets
The Lakeside Association, Lakeside, OH 2006-2007
Chautauqua Resort Community on Lake Erie, nurturing mind, body, and spirit
Vice President for Guest Services
• Managed all Guest Sales and Service activities for 120 Guest Rooms disbursed
in two hotels, property management for 210 units spread across the 700
individual properties in the community, summer camp dormitory housing,
improved and primitive camp ground.
• Supervised all food and beverages services including concessions, casual
dining, hotel breakfast, fine dining, and private banquet dining.
• Established services standards, supervised their delivery, monitored staff
successes and failures, and managed appropriate changes to operations to meet
guest satisfaction standards.
• Served the Board of Trustees Strategic Planning Committee for the development
of long range community wide goals and execution strategies.
Participated in marketing initiatives that included representing the community at
•
Trade and Travel shows.
Professional Association of Innkeepers International, Haddon, NJ 2004-2006
The largest association of innkeepers in the world providing education, advocacy,
information, networking, and research.
Director of Membership and Member Services
• Establish and maintain productive communications with 2000 member group, act
as point of contact for members, general public and all media, served as the
voice of the industry representing the association in television programming,
public meetings, membership meetings and peer associations.
• Developed and monitored the execution of all membership acquisition and
retention programs and general services.
• Developed and delivered a five book series for the PAII library, The Innkeepers’
Guides on the topics of marketing practices, exit strategies, road to your own
Inn, property management software, and old fashioned service practices.
• Developed and executed workshops at the PAII annual convention and regional
conferences.
The Queen Victoria B&B Inn & Queen’s Hotel, Cape May, NJ 2001-2004
The most recognized Victorian Inn on the New Jersey shore with $6ml in annual sales
General Manager
• Supervised the staff to maintain the highest operational standards of this four star
resort property.
• Represented the property on the Distinguished Inns of North America Board of
Directors, serving as president 2002, 2003, managing a 22 member BOD.
Zelkova Country Manor, Tiffin, OH 1989-2001
An intimate 8 guest room country inn with food, beverage, and event facilities
General Manager
• Hands on manager for high quality lodgings, fine dining, and events to ensure
guests’ expectations were met or exceeded. Accomplished chef, ServSafe Cert.
• All financial accounting responsibilities
Tiffin University, Tiffin, OH 1989-1999
Hospitality Management Degree Program,
Adjunct Faculty
• Introductory Foods, Hospitality for Sale
• Bar & Beverage Management, Managing Service.
Education
Heidelberg College, Tiffin, OH
Bachelor of Music Education
Masters in Education, coursework in progress
Michael Pinkston
***************@*******.***
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