Customer Service Manager

Brian McClellan

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

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

City: dallas

State: TX

Zip: 75201

Country: USA

Phone: 469-***-****

Skill Level: Management

Salary Range: $40,000

Willing to Relocate

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

Objective:

Business knowledge of company processes and associate relations, suited to a company looking for leadership

within their ranks. Expertise in Problem Resolution, beneficial to company resources and to customer satisfaction.

Summary:

Management professional who has worked for the success of multiple companies through strict adherence of

company core values based on taking care of the customer before personal goals. Highly resourceful manager that

makes sound decisions within stressful situations. Repeatedly commended for exceptional customer service from

both upper-management and customers.

Core Competencies:

Consensus Builder aaa Team Organizer Short & LongaaRange Strategic Planning &

Profit & Loss Accountability / Budget Execution

Management Business Analysis and Process Improvement

Develop Productive Team Performance Customer Relationship Management

Recruiting / Hiring / OnaaBoarding New Staff Identifying & Influencing Key Decision Makers

Education and Training:

Master Business Administration aaa University of Phoenix aaa 2012

Bachelor Science Human Services / Management aaa University of Phoenix aaa 2010

Studied Social Work aaa Indiana University aaa 2000 to 2004

Professional History:

Assistant Manager Rooms Operations 2006 aaa present

Dallas Marriott Medical/Market Center Suites, Dallas, TX

aa Open & Close Front Desk / Housekeeping, ensuring the completion of assigned shift checklists and

other duties

aa Empower associates to provide exceptional customer service

aa Run & Review critical information contained in all room operations reports

aa Knowledgeable of night audit procedures understanding the importance of balancing financial reports

daily

aa Supervise same day selling procedures to maximize hotel occupancy and revenue opportunities

aa Use budgets, operating statements and payroll progress reports as needed to assist in the management

of the rooms operations

aa Maintain the guest information tracking system to ensure repeat guest are recognized and guest

preferences are achieved

aa Intervene in any guest / associate situations as needed to ensure the integrity of the property is

maintained, guest satisfaction is achieved, and associate well-being is preserved

1

Brian McClellan

2611 Ross Ave. Apt# 3050

Dallas, TX. 75201

Phone: 469-***-****

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

Key Contributions:

aa Manager on Duty every evening due to management position within property

aa Ranked #1 in the region for customer satisfaction 2012

aa Managed Front Office multiple times during lapse in upper-management transitions

aa Promoted multiple times due to the service of excellence and knowledge shown for company

processes

aa Involved in most upper-management decisions due to knowledge obtained during times of transition

aa Leader of Housekeeping department during lapse in upper-management transition

aa Ranked #3 in region for customer satisfaction 2011

aa Ranked #1 in the brand for customer satisfaction 2010

Night Auditor 2004 aaa 2006

White Lodging, Marriott Hotel and Convention Center, Indianapolis, IN

aa Accessed all computer systems according to established procedures and standards

aa Completed end-of-day activities including posting charges to all accounts, running night audit

backups, and the roll-of-date

aa Generated and distributed all daily and weekly computer audit reports

aa Compiled daily revenue spreadsheets for revenue management of the hotel

aa Performed computer maintenance procedures for all hotel computer systems

aa Handled guest complaints according to the instant pacification procedures to ensure guest satisfaction

aa Successfully completed all training / certification processes related to position

Recent Professional Achievements:

aa 2010 aaa Supervisor of the Year

aa 2010 aaa January Supervisor of the Quarter

aa 2009 aaa October Supervisor of the Quarter

Community Leadership:

Dallas Childrenaaas Advocacy Center 2009 aaa 2011

aa Archived Agencies paper files to computer system

Indianapolis Childrenaaas Advocacy Center 2000 aaa 2004

aa Involved in public service announcements and public speaking events

Basic Competencies:

aa Computer Skills, using computer hardware and software (e.g. personal computers, word processing

software, Internet browsers, Excel, Power Point, etc.)

aa Mathematical Reasoning, understanding how to add, subtract, multiply, divide quickly, and correctly,

in ways that allows one to solve work-related issues

aa Oral & Written Comprehension, the ability to listen and understand spoken word, and

communication through writing to appropriate audiences

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