Customer Service Management

PATRICIA GRAHAM

WORK HISTORY

Bank of America Frisco, TX

**/*/**-*/**/12 Short Term Contract

Kroger Little Elm, TX

**/**/**-******* ***** #580, Produce Dept. Part Time

Equifax Settlement Services Frisco, TX

06/1/09-9/25/09 Short Term Contract

Wyndham International/Worldwide Dallas, TX

07/17/95– 11/16/07

EDUCATION and CERTIFICATIONS

Microsoft Certified Technology Specialist (MCTS) 2011

Microsoft SQL Server 2008 Implementation and Management certified 2011

CompTIA Network+ certified 2010 Irving, TX

CompTIA A+ certified 2010 Addison, TX

Hospitality Management Courses Dallas, TX and Baltimore, MD

Towson University, BS, Cum Laude Towson, MD

SOFTWARE EXPERIENCE

Strong MS Office skills; proven analytical skills; proficient in diverse software packages: (through Office 2010) MS Word, Excel, Access, PowerPoint, Outlook, RealEC, Citrix, Salesforce.com, G.O Leads, SFA (Delphi), POS, ORS. Operating systems: Windows 2007, Vista, XP, ME, 2000, NT and 95, DOS

SUMMARY OF ACCOMPLISHMENTS

• Retrained for computer and database management and SQL Server 2008 Business Intelligence certifications Feb. 2010 – Sept. 2011

• Total management of a market segment, achieving the following awards Highest Revenue Producer in 2006, Highest Revenue Producer for a Specialty Market in 2005, and Most Improved Specialty Market in 2004

• Through superb operations, grew transient discount market to over $48 million dollars from $1.7 million in 5 years

• Established and maintained strong relationships with key contacts in organizations and membership corporations in order to leverage print and online placement for our individual hotels

• Realigned SOPs; acted as liaison in disseminating information to the hotels, vendors and guests; worked with MIS (support) to secure full Internet email service and Internet access for each location; tracked R.O.I. for various media used in marketing; handled guest feedback and resolution of issues.

• Suggested and implemented various marketing campaigns including incentive marketing; met and qualified potential clients, and became their main point of contact; developed a strategy to combine a new marketing campaign with a way to qualify potential clients for our various wholesale and retail products, and implemented it

• Arranged participation in national and international trade shows and conferences and attended national ones

• Said to be their best customer service provider by 3 vendors 4 years running

• In 2005, production was 124% of group goal and 119% of transient goal, and at 100% of group annual goal

• In 2004, individually produced over $41 million in transient discount sales; an additional $2 million was generated by a new management trainee to bring us to 132% of annual goal

• In 2003, produced a record $35 million, with $4.4 million of it generated just in the month of January, ending the year at 125% of annual goal

• Successfully negotiated marketing and travel budgets for this market segment, which it never had before. Stayed within budget that and all successive years

• In 2002, produced over $28 million in revenue, finishing at 123% of annual goal

• In 2001, produced $23.8 million, finishing year at 119% of goal.

• In 2000, exceeded forecast in each of the first 3 quarters in this position, growing a $1.7 million dollar market to over $11 million in only 3 quarters, which was 102% of annual goal.

• Qualified and managed hotel Internet and discount programs for division hotels; assisted with RFPs for major corporations. Added Wyndham Hotels & Resorts to transient discount market, increasing number of hotels to almost 300.

• Analyzed monthly P&L statements from the division hotels (76)

• Created individual hotel action plans to address P&L line items

• Successful report creation for budget preparation

• Established public relations with hotels worldwide as needed

• Previously executed administrative functions assisting A and B level executives for over ten years

PERSONAL ATTRIBUTES

• Possess a positive attitude; have strong attention to detail, as well as meeting deadlines; an independent thinker, who is self-motivated; the ability to anticipate the needs of others while performing at a high level in a regularly changing environment. Highly articulate and driven; experienced in developing processes and procedures to seamlessly implement and deliver services to internal and external clients. Work independently to evaluate requests, prioritize workflow and assignments while multi-tasking and see all tasks through to completion;

• Find solutions by thinking outside the box, great at facilitating and expediting what needs to be done, analyzing data and situations, excellent written and oral communication skills; communicate well with both internal and external clients, extremely strong work ethic

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