Customer Service Sales

Brian Vaughn

Email: *********@********.***

Address: *** *** ***** **.

City: O'Fallon

State: MO

Zip: 63366

Country: USA

Phone: 636-***-****

Skill Level: Experienced

Salary Range: 40

Willing to Relocate

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

BRIAN D. VAUGHN

174 Fox Creek Drive

O`Fallon, Missouri 63366

636-***-**** * Email: *.********@**.*******.*****.***

SUMMARY OF QUALIFICATIONS

A corporate leader with vast experience in all aspects of business operations, culinary & restaurants, corporate training, marketing, revenue management, and property management systems. Highly accomplished and affective Award Winning Trainer with a solid reputation for achieving positive results. Effective communicator able to explain complex concepts and ideas to individuals of varying backgrounds.

COMPENTENCIES AND SKILLS

* Operations Management * Consulting * Public Speaking

* Strategic Business Planning * Culinary Skills * Q.A. Inspect

* Market Identification * Mentoring and Coaching * Customer Service

* Corporate Trainer * Conflict Resolution * Sales

PROFESSIONAL EXPERIENCE

CHOICE HOTELS INTERNATIONAL - SILVER SPRING, MARYLAND 1997 - 2011

Opening Services Consultant (2008-2011)

Directed the opening process of hotels that are entering the system, ranging from new construction hotels, to hotels that are converting to Choice from a competitor.

*20% increase in hotel revenue streams during their first 6 months with company due to my revenue and marketing plans.

*89% increase in business inspection scores due to my consulting.

*Modified franchisee brand standards to increase their effectiveness in attracting business by updating furniture and hotel amenities.

*Created a 3 month process for a hotel to come on-line, formerly a 1 year process.

Performance Trainer (1998-2008)

Provided training to franchisees for property management systems, guest services techniques, manager improvement, sales, customer services complaint resolution.

*50% increase in retention of information being taught to franchisees due to my modifications in training materials and presentation process.

*Implemented new training presentation process in department which allowed the trainers to better communicate training information to our franchisees.

*Created seminars on multiple corporate topics that are regularly used by the company to this day to drive Sales, Guest Satisfaction, and Profitability.

*Trainer of the Year, 2006

Property Support Supervisor (1998)

Supervised all area`s of call-in information technology department, including property management systems, telecommunications (voice, data, and real-time). Supervised a staff of 25.

*95% problem resolution success rate, which was the highest in the department based on my proactive retooling measures.

*75% shorter call wait times and faster resolutions due to my proactive measures and Frequently-Asked Database to solve problems with company`s property management systems.

*Promoted to handle additional responsibilities that included providing expert guidance to new employees, and senior level coordinators within the department, which led to higher call resolution success rate.

Customer Relations Specialist (1997)

Specialist in the area of resolving guest complaints about their hotel stay and providing guidance and training to our franchisees and General Managers on guest complaint resolution.

*Received 10 Customer Service Awards and established a high level of success due to communication skills used to resolve complaint issues.

*Created positive-minded template letters for franchisees to use to communicate with guest concerning complaints.

Quality Suites, San Diego, CA.

Property Manager (1996-1997)

Managed All-Suites property in a high volume and extremely competitive location.

*Consistently exceeded owners monthly and yearly financial expectations from 10% to 50%.

*Led the area in group sales and established a dominant presence in our market.

*90% outstanding reviews by guests that established our hotel as a customer service leader in our area.

*Successful in enhancing the hotel as a corporate business property with incentives to company`s.

*70% increase in our revenue stream from leisure vacation packages that I created.

EDUCATION

CERTIFICATE OF CULINARY ARTS

LE CORDON BLEU - ST. LOUIS, MO.

Master of Arts, International Political Systems and Economics

Northern Arizona University - Flagstaff, Arizona

Bachelor of Arts, Political Science

California State University - San Bernardino, California

CERTIFICATES & AWARDS

* CHA * CHRM * SERVSAFE * TRAINER OF THE YEAR * PRESIDENTS LIST

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