Customer Service Manager

NAME: Rebecca M. Anderson

EXPERIENCE: ** Years

EDUCATION: North Stafford High School, January, 2008- Advanced Diploma with Honors. GPA: 3.8

PROFESSIONAL SUMMARY OF EXPERIENCE

Eleven years of Customer Service experience. Responsible for all aspects of the Customer Service Programs at various levels within major corporations. Served as the primary advisor at levels beyond expected levels in all aspects of the administration of customer based programs. Developed and defines program goals and objectives within sales environments. Provided guidance and direction to a subordinate staff ensuring that team members were thoroughly trained on all aspects of processes and procedures. Based on customer feedback, recommended changes in Customer Service Programs with a view toward obtaining maximum program effectiveness. Marketed ideas via management and employee briefings. Career objectives include expanding my knowledge and responsibility base within the Customer Service and Administrative Relations arena.

PROFESSIONAL HISTORY:

April 22, 2013 to June 30, 2017: Assistant General Manager/Sales Manager; Country Inn & Suites

Accountable and responsible for implementing the required duties of the General Manager, Assistant General Manager, and Sales Manager. I handled any ordering needed for maintenance, housekeeping, and all general office supplies. Took care of all accounts payable/receivable, including invoicing all hotel/corporate accounts along with processing accordingly all incoming account payments and/or group(sales) deposits. Followed and maintained the Carlson Brand Standards for all areas/departments of the hotel, such as any new promotions, changing requirements, and ensuring necessary waivers are in place/approved. Held a lead role in interviewing, processing new hires’ paperwork and/or background checks, as well as training. Provided employee encouragement, engagement, and constructive criticism. Resolved any guest or employee related issues. Managed all incoming group sales calls/inquiries on property along with all online RFPs or leads. Developed, distributed, and implemented any group sales contracts, system blocks/reservations. Assisted my Area Director Sales by developing and distributing group sales contracts for our sister properties, the Hampton Inn, Quantico- Dumfries and the Hampton Inn, Gainesville.

March 2011 to July 2012: Front Desk Manager; Staybridge Suites

Worked directly for the General Manager of the hotel, and indirectly for the owner himself. On a daily basis I would constantly be answering the phones, handling paperwork, organizing everything, as well as looking over my front desk employees. In a one-day period, I may see 100 or more people, I am very polite and amazing with people. Working with people in any setting hasn't ever been a problem, however working alone is what I am more used to. At Staybridge Suites, because they are an extended stay hotel, I did handle all the billing not only for guests, but our direct bill accounts, and outside vendors. Anything and everything at the front desk was my responsibility, making sure my employees were performing their duties correctly and most important the guests were happy. Always a lot of multi-tasking, allowing myself to complete large amount in a one-day period.

March 2008 to March 2010: Customer Services Relations Assistant; Hendrick Honda

Performed duties under the general supervision of the Customer Service Manager. Responsible for quality control of all entries in circulation information system by the Customer Service Division. Ensured that accounts were established to meet the requirements of contracts and purchase orders. Maintained contract files to ensure accounts were accurate and complete. Responsible for training of Customer Service Representatives. Acted as supervisor in the absence of Customer Service Manager as well as answering incoming telephone calls. Responded proactively, verbally or in writing to assure appropriate actions were taken to resolve customer complaints or concerns. Advised Customer Service Manager of problems; if appropriate, took corrective actions. Established and maintained electronic and/or paper files for customers and vendors alike. Directed the work of other employees.

December 2006 to August 2007: Sales and Promotions Specialist; Famous Footwear, Inc.

Responsible for overall operations of the sales store while making available to patrons all resale merchandise in store. Simultaneously priced all merchandise and monitored stock levels. Ordered and received merchandise. Provided assistance to patrons in selection of goods or substitute materials. Recorded sales on cash register and made changes as necessary. Assisted in recording monthly inventory. Prepared documents associated with ordering and receiving merchandise and daily cash reporting in accordance with established procedures.

August 2004 to July 2006: Customer Service Associate; Regal Cinemas

Performed customer service relations work that contributed towards the well-being of guests and the protection and safety of other employees and company property. Cleared patrons and others desiring entrance into the facility. Used tact and diplomacy to deny entrance to unauthorized personnel and to those whose dress or manner did not meet prescribed standards. Ensured that patrons comply with applicable rules and standards. Maintained designated areas in a clean and orderly manner. Ensured compliance with fire, safety, and security standards throughout the building. Familiarized self with calendar of events in order to inform patrons of scheduled activities.

REFERENCES

Samridhi Sharma: 571-***-****

Mariman Dash, M.D.: 540-***-****

Samuel Maddelana: 703-***-****

Personal Contact Information:

Cell Phone: 540-***-****

Email: *****.**********@*****.***

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