Customer Service Quality Assurance

Deborah Roach

Email: abo6qv@r.postjobfree.com

Address:

City: Branson

State: MO

Zip: 65616

Country: USA

Phone: 417-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

Award-winning sales executive with international sales experience.Experienced executive specializing in corporate development and strategic planning.Innovative Product Executive with accomplishment skills to create highly profitable programs through marketing, training, and partner relationships.Visionary Operations Executive with solid experience managing all levels of multiple projects including budgeting and administration. Demonstrated proficiency in staffing, training and development, budgeting and program management. a very hands on executive, organized, multi-task-oriented, resourceful, dedicated, dependable and committed to exceptional customer service. Made international and domestic reservations, while working with several resorts. I also inspected all resorts for quality assurance.

Educational Background:

High School Dipolma from St. Petersburg College, Clearwater FL 1/2001 to 5/2000 (Early Childhood Education & Sign Language)

Job History / Details:

Executive Profile

Accomplished Executive with demonstrated ability to deliver mission-critical results.Award-winning sales executive with international sales experience.Experienced executive specializing in corporate development and strategic planning.Innovative Product Executive with accomplished skills to create highly profitable programs through marketing, training, and partner relationships.Visionary Operations Executive with solid experience managing all levels of multiple projects including budgeting and administration. Demonstrated proficiency in staffing, training and development, budgeting and program management. a very hands on executive, organized, multi-task-oriented, resourceful, dedicated, dependable and committed to exceptional customer service. Made international and domestic reservations, while working with several resorts. I also inspected all resorts for quality assurance.

Skill Highlights

Leadership/communication skills

Human resources management

Product line expansion

Client account management

Process improvement

Human resources

Financial management

Client account management

strategic objective execution

New product delivery

Business operations organization

Team leadership skills

Time and resource optimization. Time Management. Training and development of learning aids for stuff and clients. Employee scheduling. P & L Management for several locations. Administrative skills, Bilingual and community outreach.

Microsoft Word, Excel, Power point and windows

Core Accomplishments

Operations Management:

Managed Customer Service and Reservation Department

Handled all functions related to Five Sales Centers, the Travel Agency, The Business Department and All Resorts .

Project Management:

Initiated a Welcome Home procedure which resulted in extending our customer service from the start of the vacation until the arrival home.

Human Resources:

Spearheaded a new program which increased retention.

Contract Negotiation

Signed and negotiated contracts for several clients. I achieved the goals set forth.

Staff Development:

Launched well-received program of professional development courses for all staff. Motivating the staff to work as a team and boost morale.

Mentored and coached employees resulting in a 15 percentage increase in productivity. In some areas the percentage was higher.

Professional Experience

May 2008 to November 2008

YMCA of The Suncoast Clearwater, Fl

Staff Member In Charge

Performed student background reviews to develop tailored lessons based on student needs.Developed program to work with students and increase interest in higher learning.Improved student's analytical skills by introducing state-of-the-art computer program technologies.Used variety of teaching techniques to encourage student critical thinking and discussion in 9th grade World History course.

Used variety of teaching techniques to encourage student critical thinking.Collaborated with a team of faculty to develop after-school tutorial program for students in need of extra help.Modified the general education curriculum for special-needs students based upon a variety of instructional techniques and technologies.Established and enforced rules for behavior and procedures for maintaining order among a class of 25Received high remarks for the creativity of classroom lesson plans and instructional techniques from students, parents and faculty.Fostered meaningful relationships among students through student field-trip retreats and team-work community service projects.Developed and taught lessons on relevant children's books, poems, movies and themes to promote student interest.Earned positive verbal/written feedback from parents regarding classroom instruction and student learning success.Operated summer sports day camp for children aged 5 to 13 years old and handled all aspects of planning curriculum and activities.Designed lesson plans focused on age and level-appropriate material.Successfully improved student participation in the classroom through integration of creative role-playing exercises.Developed and implemented interesting and interactive learning mediums to increase student understanding of course materials. students.

May 1991 to November 2006

Chapel Preschool Countryside, Fl

Director

Performed student background reviews to develop tailored lessons based on student needs.Developed program to work with students and increase interest in higher learning.Used variety of teaching techniques to encourage student critical thinking and discussion.Collaborated with a team of faculty to develop after-school tutorial program for students in need of extra help. Modified the general education curriculum for special-needs students based upon a variety of instructional techniques and technologies.Established and enforced rules for behavior and procedures for maintaining order among a class of 5 students to 25 students.Planned, implemented, monitored, and assessed a classroom instructional program.Received high remarks for the creativity of classroom lesson plans and instructional techniques from students, parents and faculty.Fostered meaningful relationships among students through student field-trip retreats and team-work community service projects.Created and enforced child-based hands-on curriculum to promote student interest and receptive learning.Developed and taught lessons on relevant children's books, poems, movies and themes to promote student interest.Met with parents to resolve conflicting educational priorities and issues.Earned positive verbal/written feedback from parents regarding classroom instruction and student learning success.Operated summer sports day camp for children aged 5 to 13 years old and handled all aspects of planning curriculum and activities.Designed lesson plans focused on age and level-appropriate material.Successfully improved student participation in the classroom through integration of creative role-playing exercises. I also did all the hiring and training of staff. Took care of all accounting needs. For example, staff paychecks, school supplies, food programs and student tuition.I also put out a monthly newsletter. Taught parenting classes. I also wrote and produced all the children programs.

May 1999 to June 2001

Med Resorts International Clearwater, Fl

Customer Service Manager and Resort Liaison

Accountable for customer service for the whole company. Including overall customer satisfaction both abroad and domestic.Built strategic alliances with all sales departments, the business department and the travel agency that resulted in a very positive outcome.Defined strategy and business plan for new resorts.Initiated program that standardized employee training and led to increase in customer satisfaction by 10 percentage . I handled the hiring of new employees. Managed team of 25 professionals. Member of Executive Management Team.

May 1997 to April 1999

Joffery"s Tampa, Fl

Regional Manager

Accountable for five stores including overall customer satisfaction. Built strategic alliances with other stores that resulted in positive outcome and team building.Created new revenue streams through bringing in live music and special events throughout the year which brought in more revenue. Generated new business through adding catering to businesses. Increased profits by almost 200 percentage in one month through restructure of business in the Westshore location.Managed team of 25 employees. Member of Executive Management Team.

Education

2013 St. Petersburg College Clearwater, Fl

High School Diploma Early Childhood Education & Sign Language

AA and BA anticipated to be completed in 2013. I was an honor student with a 3.75 GPA. I have taken many ongoing education classes. I have also attended professional training seminars. I was awarded several academic achievements. I also did volunteer work for the Ronald McDonald House, Habitat For Humanity, Literacy For Life and Church Outreach Programs.

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