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Customer Service Manager

Hamilton Township, New Jersey, 08330, United States
February 22, 2018

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Lisa Canonico

**** ***** *** *** **


• Self-starting, goal oriented strategist whose confidence, perseverance and vision promote success.

• Skilled at encouraging others and developing rapport fostering a superior team environment.

• Ability to work in fast paced, ever changing environment and with all levels of employees.

• Demonstrated record of high performance standards improved customer service scores by 20% also increased rental budgets by 50%.


Assistant General Manager

Sun & Sand Resort

Myrtle Beach, SC-March 2017 to September 2017

Responsible for day to day operation including front desk, maintenance and housekeeping. 240 unit resort whole owners and daily rental. Increase customer service score and profits. Property Manager

Pinnacle Real Estate Management

Myrtle Beach, SC-December 2016 to March 2017

Managed day to day operations of 7 hoa property. Met with the board monthly daily communication via email and telephone. Handle any homeowners issues.

General Manager

Sandcastle South Beach Resort

Myrtle Beach, SC-June 2016 to October 2016

Responsible for 240 units ocean front resort. Hotel, condos and timeshare. Day to day operations of a 240 unit resort. Run hotel, manage condos and service timeshare. Attend hoa board meeting. Meet with condo owner regarding unit status and rental commission. Maintain daily operating expenses. Assistant General Manager

Peppertree Ocean Club

Patton Hospitality - Myrtle Beach, SC-2013 to June 2016

• Oversee day to day operations of 122 unit timeshare resort. Assists GM with management of resort.

• Created detailed budgets, financial reporting summary, track actual vs budget and explain variance.

• Meet with HOA Board of directors quarterly and host annual meeting on site.

• Assign duties to staff, observe performance, provide training to ensure consistency with regards to resort policy and procedures, safety standards, and quality outcomes.

• Inspects resort for cleanliness and appearance ensure that below standard items are immediately addressed.

• Purchase supplies or services from outside vendors building strong relationships.

• Resolve all guest inquires and complaints. Familiar with timeshare ownership vs whole ownership. Human Resources Generalist

Edmund Optics

Barrington, NJ-2011 to 2013

• Knowledgeable of legal requirements and government reporting regulations affecting Human Resources functions ensure policies, procedures and reporting are in compliance.

• Recruit, interview, test, assist in the selection of appropriate candidates. Plan and conduct new employee orientation to foster positive attitude toward company goals. Advise management in adherence to policy with regard to interviewing, hiring, terminations, promotions, performance review, safety and sexual harassment and appropriate resolution of employee relation issues.

• Coordinate and execute activities which increase employee morale keeping within company budget and guidelines.

• Attend job fairs and trade shows as a representative of the organization promoting company mission and vision.

Resort/Guest Services Manager, HR/Payroll Manger, HR Coordinator, HR Recruiter/Trainer FantaSea Resorts Flagship

Atlantic City, NJ-2001 to 2010

• Oversight of operations including guest services, activities, front services, transportation, housekeeping, food

& beverage, safety and security 32 story building 440 units.

• Created detailed budgets for the various departments, tracked actual expenses and reviewed exceptions. Full P&L responsibility, reporting to the board and owners associations.

• Developed strong successful relationships with guests, employees, sales, vendors and board members maintaining positive and professional demeanor at all time.

• Successfully developed and implemented an incentive program that increased service ratings by 30%.

• Organized an implemented successful themed parties for over 100 owners and employees ensuring budgets are met.

• Planned and conducted new employee orientation to foster positive attitude toward company mission to exceed all expectations providing superior customer service.

• Recruited, interviewed and selected employees to fill vacant positions meeting each department needs.

• Wrote, designed and produced job descriptions, policies and procedures meeting the company mission and vision.

• Conducted employee investigations demonstrating strong ethics, critical thinking and initiative. EDUCATION

• Business Management Atlantic County Community College AWARDS

• Employee of the Year - April 1999

• Rookie of the Year - July 2012

• Employee of the year - January 2010


• SHRM certification HR Generalist

• Certified in Internal Investigations

• Customer Service Trainer Certified Shinning Stars Claridge Casino

• CPO – July 2016 to July 2021 Certified Pool Operator ADDITIONAL INFORMATION

References available.

Michael Pawlowski – Peppertree Ocean Club - General Manager - (843) ***-**** Frank Soltys – FantaSea Resorts - General/Facilities Manager – (609) ***-**** Gail Pietropola – Atlantic County Special Services School District – Personnel Manager – (609) ***-****

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