Executive Professional
Resume:
Charlotte Banks
***** ****** ******* **. #***** * Cypress, TX. * 77429
***********@*****.***
Professional Summary
High-profile executive successful at leveraging career experience to enhance organizational productivity and efficiency by effectively directing and supporting
operations, services and solutions.
Skills
Operations Management Financial Management
Profit and Loss Statements Human Resources Management
Process Improvement Marketing and Advertising
Public Speaking Talent Innovative
Non-Profit Management Research and Analytical Intelligence
Contract Negotiations Customer Service and Retention
Background in Oil & Gas, Utilities Strategic Objective Execution
Hospitality, Non-Profit, and
Telecommunications
Certifications
Project Management Classes – April 2001
QuickBooks - August 2012
Hilton General Manager - July 2013
Education
December 1998 Bachelors of Art: Marketing
University of Wisconsin – Milwaukee
Affiliations
Board and Community Service
2012-2014 Downtown Development District (City of Hammond) - Board of Directors
2010-2014 LA. Children's Discovery Center - Board of Directors
2010-2014 Options, Inc.- (Helping People with Disabilities) - Board of Directors
2010-2014 Louisiana Association of Chamber of Commerce Executives - Board of Directors
2010 Leadership Tangipahoa
Work History
08/2014 to Present Office Manager
Bodycote Thermal Processing – Houston, TX
Responsible for all in house Human Resources duties to include new hires, terminations, insurance benefits, worker's compensation, associate inquiries, compliance, etc.
Responsible for payroll including compiling, verifying and transmitting to Corporate, as well as all related recordkeeping
Responsible for accounts payable and receivable; timely and accurate processing.
Provides administrative support to the General Manager and Operations Manager
Member of Executive Management Team
07/2014 to 09/2014 Lease Analyst (Temporary Assignment)
Holland Services – Houston, TX
Developed and maintained oil and gas lease files that included division order files, title opinions, drill locations, contracts, correspondence logs, payment schedules, permits, etc.
Evaluated contracts and agreements, making recommendations or approvals that aligned with business objectives.
Adhered to strong confidentiality policies and procedures as provided by the company.
Performed duties such as scanning documents, book-marking, and preparing files for review as needed.
Provided and implemented procedures that were best for contract management
04/2013 to 06/2014 General Manager
Hampton Inn – Hammond, LA
Responsible for managing all facets of the hotel to ensure an efficient and profitable operation
Directly supervised staff of hotel and carried out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning responsibility, directing work and delegating authority; appraising performance; rewarding and disciplining employees; addressing employee complaints/issues. Allocated funds, authorized expenditures, monitored cost controls and prepared annual budget. Ensured employee paperwork, work schedules and payroll were completed and submitted in a timely manner. Audited daily reports and processed monthly paperwork
Defined strategy and business plan for hotel staff that resulted in reduced employee turnover rate by 10%
Built strategic alliances by partnering with key organizations and businesses in the community and serving on local organizations Board of Directors
Earned the hotel exceptional ratings and testimonials from guests on TripAdvisor that increased guest occupancy by 20%
Conducted customer service and sales training, which boosted average daily room rates by more than 10%
11/2007 to 04/2013 Chief Executive Officer/President
Hammond Chamber of Commerce – Hammond, LA
Positioned the Hammond Chamber as a premier advocacy organization for business and the community in Tangipahoa parish
Managed the day-to-day operations of the chamber office in accordance with its mission and goals, used experience and training to achieve results through a productive relationship as the conduit between membership and the Board of Directors
Worked to produce an efficient office in conjunction with providing options and recommendations for Chamber activity to members and providing support to the Board of Directors
Membership/Governmental/Community Relations - Maintained 90% retention of current chamber members and increased membership by 10% annually, assisted with lobbying efforts both in person and via written correspondence and worked closely with governmental entities on governmental policies and legislative bills related to Chamber concerns, cultivated and maintained partnerships with key contributors and stakeholders of the City of Hammond
Committee/Marketing & Business Development - Organized and conducted Executive and General Board Meetings, Membership Meetings, Town Hall Meetings and Committee Meetings. Project managed large projects and events, developed and implemented fundraising and marketing strategies which increased fundraising dollars by 15% annually and worked with all media outlets to deliver public service information and updates i.e. performed TV and Radio interviews, served as key note speaker for public speaking engagements representing the chamber, wrote a monthly news column for business journal Northshore Conifer and hosted a weekly local television program on FPTV Channel 17
Accounting/Administrative - Prepared annual budget and monitored budget to assure completion of the fiscal year without deficits, oversaw the distribution/collections of funds for Accounts Payables /Account Receivables
Supervised all administrative job duties and responsibilities of employees
Implemented Health Insurance, Retirement & Pension plan for chamber staff
04/2007 to 10/2007 Customer Service Manager
WE Energies – Pewaukee, WI
Responsible for leading a team that ensured residential and business customer’s satisfaction through exceptional customer service
Subject Matter Expert on energy product and service offerings
Provided resolution for critical and recurring billing and customer service issues
04/2004 to 02/2006 Network Growth & Retention Specialist
SBC Communications, Inc. – Brookfield, WI
Led Network Acquisitions and Competitive Takeaways
Partnered with Global Account Managers in identifying specific accounts and opportunities for competitive revenue growth
Developed, negotiated and sold 3 year Master Service Agreements that resulted in a total contract value of over $200 Million per year
Organized and built sales and support teams necessary to develop, sell and deliver advanced solution offerings
Collaborated with legal and finance teams to negotiate contract terms and conditions on complex customer offerings
07/2000 to 04/2004 Billing Project Manager
SBC Communications, Inc. – Brookfield, WI
Audited Global Master Service Telecommunication Agreements to ensure that SBC was in compliance with signed service agreements. Recovered over $100 Million in revenue for Global Markets Division
Identified revenue impacts and performed detailed queries and analysis on Global Master Service Agreements to determine validity of billing claims. Re-developed audit process and reduced audit process time from 90 days to 14 days
Provided billing support to account teams, which included analyzing claims, calculating adjustments, streamlining processes and recommending solutions. Trained new audit process throughout Midwest and West Coast Regions
Partnered with various IT/IS teams to ensure the development of special requirements based on customer needs, managing risks and the project budget. Represented Global Markets Division on Enterprise Disk Bill Project - Disk Billing was successfully implemented
08/1999 to 07/2000 Process Improvement Analyst
SBC Communications, Inc. – Milwaukee, WI
Developed, implemented and measured quality process solutions that responded to issues affecting the customer
Partnered with IT/IS programmers to analyze, create, test and implement requirements that would enable a user-friendly order entering system for customer service representatives. Reduced number of error fallout conditions associated with new system upgrades which resulted in increased productivity, billing accuracy and customer satisfaction
Developed and publicized lessons-learned documents so that analysts could reference while working on projects
Represented Business Support Services on cross-functional and inter-business unit teams charged to design, implement and improve system processes on a company wide basis
07/1998 to 08/1999 Executive Appeals Customer Advocate
SBC Communications, Inc. – Pewaukee, WI
Liaison between Executive Appeals and customers with billing and service complaints
Provided a single point of contact for the resolution of critical or recurring billing and customer service issues for business customers
Successfully negotiated bill disputes by taking ownership of problems and managing issues to a desirable resolution benefiting the business and the customer
Demonstrated strong, effective negotiating skills which resulted in an annual cost savings of over $200K for the General Business Services Division
02/1995 to 07/1998 Business Consultant
SBC Communications, Inc. – Pewaukee, WI
Served as Team Lead, delivered sales training and coaching to peers
Participated on Beta teams and focus groups for new product releases
Sold benefits of SBC products and services to small and medium size businesses using a consultative approach
Handled large volumes of complex customer inquiries and presented knowledgeable recommendations
Consistently awarded for exceeding quarterly sales objectives, consultative sales standards and service order accuracy
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