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Customer Service Manager

Charlotte, North Carolina, United States
March 02, 2018

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Christine H. Meeks

***- ***- **** - * * r i s t i n e m e e k s @ b e l l s o u t h . n e t

G a s t o n i a, N C 2 8 0 5 4


Senior Sales & Events Coordinator-Westin Charlotte Hotel 12/2012-Present

Manage all incoming lead RFPs generated through various eRFP systems, phone, email, and walk-in for 700 room, Four Diamond, Full-Service Hotel with over 44,000 square feet of meeting space, generating a Sales Team Revenue of over $12 Million

Events Manager for wedding room blocks to include oversight of all operational and logistical aspects from planning to execution

Conduct site visits, schedule appointments, generate and negotiate contracts, arrange travel plans

Assist Accounting Department in processing Meeting Planner Points, commission checks, expense reports and purchasing orders

Book, Coordinate and follow through on all in-house events

Train all newly-hired Sales Coordinators in sales processes, event management, office procedures, hotel operations, and overall new-hire training

Work closely with HR Manager on conducting New Hire Orientation tours and other ad-hoc responsibilities Accomplishments: Associate of the month July 2014; Associate of the month July 2015; Safety Committee Chairperson; Task Force; Engagement Committee Lead (community involvement) Guest Services Agent-Westin Charlotte Hotel 1/2011-12/2012

Collaborated with all departments handling guest requests; ensuring a quick and effective resolution.

Answered and directed all incoming calls, dispatched appropriate hotel staff via radio or telephone

Prepared and tracked measurement reports for hotel Guest Relations scores

Served as City Expert and Hotel Concierge and provided guests with recommendations and referrals Accomplishments: Associate of the Month September 2011; Kaizen Project and Associate Development Program Winner Customer Service Desk Clerk-Harris Teeter Cotswold Charlotte, NC 3/2010-2/2015

Customer service liaison to shoppers

Prepared Western Union transfers and money orders, processed returns, refunds and managed front-end cashiers, and cash handling

Administrative Assistant-Pearce Financial Group Charlotte, NC 2/2008-9/2009

Handled multifaceted clerical tasks including Microsoft Office Systems, Management Assistance, Customer Relations and Project Management

Provided timely, courteous and knowledgeable response to all requests

Created spreadsheets for client prospect list and assisted President/Vice President in generating new business and current account management

Branch Manager-Mann Travel & Cruises Charlotte, NC 1/2003-6/2007

Managed and trained newly-hired employees on computerized system operations, travel arrangements and e- ticketing

Planned and coordinated promotional campaigns for vacations

Cultivated new business through up-selling and retained customers through great customer service and follow-up methods

Accomplishments: Promoted to Branch Manager, Awarded Sales “Rookie of the Year 2003” PROFICIENCIES

Microsoft Office, LightSpeed, Delphi, ISAC, Starboard Reporting, SocialvTables, eVent Portfolio, Event Orders, Birchstreet

(P2P) and HotShop, Customer Relations, Contract Negotiations, Site Visits, Travel Planning

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