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Customer Service Sales

Location:
Battle Creek, Michigan, United States
Posted:
January 15, 2018

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Resume:

HOPE HARDEN

** **** ****** • Battle Creek, MI ***37

269-***-**** • ac31kc@r.postjobfree.com

Customer Service Specialist, Transportation, Fleets, Customer Service, Health Care and Hospitality

A dynamic and highly motivated administrator with years of progressive experience in Direct Store Delivery Routing, Fleet Administration and Hospitality. Strong leadership and communication skills and consistently demonstrates a strong customer focus. Professional, proactive, and self-directed with advanced knowledge of asset tracking, transportation, supply chain, budgets and sales software. Specializes in developing innovative solutions to organizational problems. Highly energetic and adaptable and well positioned to accept new challenges and opportunities, with skills and qualifications easily transferable to wide range of environments.

Key Strengths

Customer Service • Financial Analysis • Accounts Payable • Project Management • Call Center Experience

Budgeting • Customer Focus • Training & Coaching • Payroll • Planning & Organization • Medic • Patient Care

Advanced MS Office Suite • SAP • Asset Management • Process Improvement • FOSSE • Marriott Customer Service

Medical Terminology • Allscripts • Quickbooks Online

PROFESSIONAL EXPERIENCE

OPTICOM TECH, Battle Creek, MI

Customer Service Manager, 2017 to Present

Managed Customer Service Operations, budgeting, accounting, payroll, and call center.

•Oversaw Call Center.

•Reconcilied accounting each period.

•Managed Inventory.

•Extensive database management.

COURTYARD BY MARRIOTT, Battle Creek, MI

Operations Manager, 2016 to 2017

Managed Bistro operations, hotel budget, personnel operations,

•Oversaw, trained and scheduled a team of Bistro associates.

•Ordering and maintaining inventory for the Bistro.

•Achieved quality results by leading front office agents and all other employees through training, communication, and empowerment.

•Resolved guest issues and completed special requests to ensure the satisfaction of guests.

•Forecasted occupancy and generated discrepancy and allowance reporting.

•Responsible for settling guest accounts and all aspects of record keeping by overseeing and coordinating front desk and audit functions to ensure financial transactions for the day were verified and balanced.

•Conducted payroll and scheduling weekly for every member of our Bistro staff.

•Conducted interviews, completed evaluations, trained and coached employees for success as well as issued corrective action and termination.

THE LUNG CENTER, Battle Creek, MI

Receptionist, December 2015 to August 2016

Checked out patients, scheduled appointments, and scheduled extensive testing.

•Scheduled appointments for practice of over 250,000 patients.

•Ensured accurate patient information including insurance coverage, copays, and personal information.

•Facilitated practice efficiency through documentation of policies and procedures, process flows, and budgeting.

•Assisted with forecasting, practice website, and patient portal.

COURTYARD BY MARRIOTT, Battle Creek, MI

Front Desk Manager & Senior Night Auditor, 2014 to 2016

Managed guest service activities and guest satisfaction. Achieved quality results by leading front office agents through training, communication, and empowerment.

•Resolved guest issues and completed special requests to ensure the satisfaction of guests.

•Forecasted occupancy and generated discrepancy and allowance reporting.

•Responsible for settling guest accounts and all aspects of record keeping by overseeing and coordinating front desk and audit functions to ensure financial transactions for the day were verified and balanced.

•Conducted payroll and scheduling weekly for every member of our front desk staff.

•Conducted interviews, completed evaluations, trained and coached employees for success as well as issued corrective action and termination.

•Documented trend reporting to track budget variances and opportunities for increasing profits and room revenue.

•Provided analysis regarding labor costs and how to improve labor efficiencies.

•Formulated night audit documentation to ensure accurate cash reconciliation, room rate variances, and budget efficiencies.

KELLOGG COMPANY, Battle Creek, MI

Direct Store Delivery (DSD) Routing Specialist, 2010 to 2014

Planned and scheduled routes for delivery drivers, communicating regularly with sales and delivery teams as well as clients. Routed between 2 and 7 DSD Distribution Centers daily and provided extensive customer service to distribution centers. Contacted customers prior to delivery to confirm and coordinate delivery times.

•Performed advanced and continuous route investigation and analysis for each location to ensure cost savings, data accuracy, and create the most accurate daily plan possible for each driver.

•Trained and mentored new Route Specialists, sharing knowledge and experience.

•Documented extensive policies and procedures for all 42 Distribution Centers.

DSD Fleet Administrator, 2004 to 2010

Conducted asset management activities and inventory reporting, liaising regularly with 42 distribution centers. Created and maintained extensive fleet trend, cost saving reports, and fuel reports.

•Ensured accurate Department of Transportation reporting and fuel-use reporting for the Department of Energy.

•Managed an annual fuel budget of $12.5 million. Negotiated contracts with outside providers to minimize costs.

•Performed advanced cost analysis and fuel reporting and implemented a new fuel program resulting in more than $1 million in annual savings.

Senior Sales Systems Analyst, 2000 to 2004

•Implemented an updated Customer Relationship Management tool to house all customer information.

•Monitored to ensure the accuracy all information entered into the CRM tool, while providing superior customer service.

•Trained sales representatives to use the CRM system and helped them to achieve the highest return on investment when utilizing trade dollars. Provided help desk support during training.

•Documented process flows and analyzed to develop requirements for functional improvements and enhancements.

Senior Sales Communications Agent, 1996 to 2000

•Implemented an updated Lotus Notes Database housing all field sales company car information.

•Monitored all budgets concerning company cars including fuel, maintenance, and driver licensing.

•Trained field sales agents to utilize the Red K Price List when approaching customers.

•Documented process flows and analyzed trend reports to develop improvements and enhancements.

ASSOCIATED INTERNAL MEDICINE SPECIALISTS, Battle Creek, MI

Back Office and Billing, 1994 to 1996

Performed patient care, medical billing, patient check in, patient check out, and personnel management.

•Implemented an enhanced patient records system.

•Monitored all budgets concerning supplies, labor, and accounts receivable.

EDUCATION / CERTIFICATION

Business Administration and Organizational Development, Spring Arbor University, Battle Creek, MI

Arts & Humanities Studies in English, Olivet College, Battle Creek, MI



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