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Manager Customer Service

Marietta, Georgia, United States
April 09, 2018

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Chad Schlendering

Marietta, Georgia ***** • 480-***-****

Qualifications Profile

Results-driven project management professional with expertise in hospitality management, sales, and customer service.

Detail-oriented project manager with a demonstrated track record of leading multiple projects and initiatives while prioritizing tasks to ensure timely, on-budget implementation to further organizational goals.

Collaborative team leader experienced in working with cross-functional teams to deliver customer-focused solutions. Skilled in identifying customer needs and expectations to ensure that completed projects garner high levels of customer satisfaction.

Exemplary communications and interpersonal skills with a proven ability to cultivate effective working relationships with customers, team members, management, and other key stakeholders.

Extensive experience in the hospitality industry with an in-depth understanding of how to address the complex technical needs of large hotel chains.

Professional Experience

TravelClick, Atlanta, GA/Phoenix, AZ 2007 - 2018

Manager, Enterprise Deployment (2010 – 2018)

Oversee timely implementation process of multiple product lines for new clients to ensure products meet identified customer needs. Define optimal delivery strategy for each client in consultation with sales, technical and leadership team members, assuring adherence to licensing agreements and keeping clients up-to-date on project status. Collaborate with executive leadership at Starwood, Marriott, Hilton, Wyndham, Choice Hotels, IHG, and other hotels on enterprise deployments. Develop and document implementation protocols for Demand360 and Agency360 Enterprise Edition.

Reduced spending on outsourced data research by $10K to $12K per month with no adverse client impact.

Created a team of data maintenance analysts and streamlined processes to increase efficiency.

Manager of Implementation (2008 - 2010)

Led six international implementation managers in the launch and oversight of websites for hotels and other hospitality clients, including several high-value clients. Resolved escalated issues in a timely manner to ensure client satisfaction. Managed team performance, implementing a performance-based incentive program. Trained new customer service team.

Decreased time to market 25% for TravelClick-built websites.

Consistently outperformed other implementation managers with on-time, under-budget project completion.

Recognized as Subject Matter Expert (SME) in TravelClick's proprietary content management software.

Mentored high-performing team recognized as one of the organization's most stable and successful teams. Secured spot bonuses to recognize exemplary performance.

Search Engine Optimization Specialist (2007 - 2008)

Managed organization's Search Engine Optimization (SEO) services for TravelClick's Internet Marketing Services. Optimized client websites based on best practices. Created and trained team of analysts to better service customers.

Boosted traffic for client websites while maintaining site performance, resulting in increased bookings for hotels.

Quickly became the "go-to" resource for all SEO issues.

Multi Systems Inc., Phoenix, AZ

Brand Manager – Wyndham International and Best Western, 2006 - 2007

Managed technical support for two leading hotel chains, leading more than 30 technicians and two assistant brand managers in the generation of $4M in annual support revenue. Defined customer-focused processes for re-organized 100-member customer support department.

Consistently maintained lowest open ticket counts and highest client satisfaction in the department.

Developed comprehensive attendance and performance policy to address a persistent performance issue within the department.

Additional Experience as Installation and Training Specialist for PAR Springer-Miller Systems and Reservations Supervisor for ARAMARK and Best Western International.


Bachelor of Arts in Communication

Arizona State University – Tempe, AZ

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