Customer Service Manager
Resume:
Kimberly Bullock
***************@*****.***
OBJECTIVE
To promote personal and professional growth in a career that utilizes and develops my skills by learning key office procedures and policies, and enhancing my leadership skills while focusing on team work and effective communication to arrive at goals and objectives set by the organization.
WORK HISTORY
4/10 to Present
Best Western Alpine Classic Inn-Alpine, Texas
Group Sales Manager/Assistant to the General Manager
* Daily bank deposits
* Handling of all invoices
* Manage direct bill accounts for corporate contacts
* Manage all group accounts-social, corporate, and recreational
* Created group contract with policies to implement proper group management
* Daily negotiation regarding rates with businesses, groups, and social events within the hotel
* Sales and marketing strategies with local and out of town businesses
* Day to day paperwork and filing
* Assist with bi-weekly payroll
* Set group rooming lists in system
* Lead on ordering supplies and food
* Manager's liaison to housekeeping, maintenance, breakfast and front desk staffs
* Administrative tasks-answering multiple phone lines, transferring calls, filing, customer service, handling day to day business faxes
* Maintain contact with corporate headquarters for daily hotel operations
* Assisted former general manager with interview process, hiring of new employees, and human resources related interactions
8/08 to 4/10
Best Western Alpine Classic Inn-Alpine, Texas
Front Desk Representative
* Administrative tasks: answering multiple phone lines, transferring calls, filing, customer service, handling day to day business faxes
* Checking guests in and out of hotel
* Editing reservations per guest request
* Maintenance of guest confidentiality
* Experience of Property Management System
* Checking in corporate system for room rate and availability
* Experience with negotiating rooms and rates between guests and other hotels within the corporate family
* Resolving guest complaints in a professional and timely manner
* Providing accurate information about the hotel and the surrounding area
5/07 to 7/08
Sonic Drive In-Alpine, Texas
Carhop
* Dealing with customers in a helpful and friendly manner
* Monetary Interactions
* Work in Inclement weather
4/05 to 3/07
Renaissance Agoura Hills Hotel, 280 rooms-Agoura Hills, California
Reservations, Revenue Agent/Rooms Control and Corporate Groups
* Assisted Director of Revenue Management with Group rooming lists
* Specialized program skills: trained in using specific hotel programs such as PMS and Marsha-entering group contracts, queuing reservations, booking reservations
* Maintenance of corporate group confidentiality
* Reading contracts and resumes/editing to group leader preference
* Filing contracts
* Communications between myself, sales managers and group contacts
* Setting rooming lists in systems
* Checking in systems for room rate and availability
* Experience with negotiating rooms and rates between guests and other hotels within the corporate family
Renaissance Agoura Hills Hotel, 280 rooms-Agoura Hills, California
Front Desk Agent
* Assisted the Front Office Manager in day to day front office operations
* Assisted Director of Revenue Management with Group rooming lists
* Assisted Team in achieving top 20 in Renaissance in customer service scores-2006
* Established a Guest Recover Log to assist our guest recovery scores
* Administrative tasks-filing, answering phones, answering emails, receiving business faxes
* Checking guests in and out of hotel
* Editing reservations per guest/manager request
9/04 to 3/05
Town and Country, Alpine, Texas
Assistant Manager
* Daily bookkeeping and bank deposits
* Managed a staff of 15 employees and supervised training of new employees
* Inventory and ordering for Store # 230
* Payroll and schedule
* Monitored and recorded daily revenues
11/01 to 9/04
Town and Country, Alpine, Texas
Sales Associate
* Assisted Customers to achieve 100% Satisfaction
* Assisted the Manager in opening and closing
* Answered phones
* Prepared daily menu items
* Ran cash register and maintained balance of safe
SPECIAL LICENSE AND TRAINING
* TABC liquor and beer license (2001-2005)
* TABC alcohol and tobacco training
* Tobacco license (2001-2005)
AWARDS AND RECOMMENDATIONS
* Member of team that achieved top 5% in Best Western Properties Nationwide - 2009
* Employee of the month-September 2005
VOLUNTEER WORK
Texas Parks and Wildlife Sierra Diablo WMA-64 hours
* Mule Deer Surveys
* SPOTLIGHT AND DISTANCE
* Wildlife guzzler maintenance
SPECIAL SKILLS
* Word and Excel Experience
* Type 75 WPM
* Proficient at multitasking
* Comfortable working inside a team or as an individual unsupervised
* Administrative tasks-filing, answering phones, answering emails, receiving business faxes
EDUCATION
* 2001-Sul Ross State University
* 2000-2001-West Texas A&M University
* 1996-2000-Alpine High School
REFERENCES
Available upon request
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