Manager Customer Service

Nicolas Bardon-Desegonzac, MSEL

Address: **** **** ******, ************, ** – 19103

(609) 214 – 9794 Email: *************@*******.***

Visionary Executive Leadership Operational Excellence P&L Management Organizational Change & Development

Performance-driven, strategic thinking and multi-faceted, executive level operations & organizational development professional with comprehensive experience in setting organizational strategy to achieve strong EBITA growth in dynamic and changing markets, while driving corporate development strategies to boost business capabilities.

Delivered operational excellence by instituting organizational strategies for productive business operations in finance while improving customer service deliveries, along with orchestrating 360 degree evaluations and talent management assessment processes.

Experienced in retail, hospitality, tourism and consumer focused call center industries as a leader and business consultant working with C-level executives.

Effective collaborator, negotiator, innovative thinker and resiliency displayed during career as an Organization Development leader credited with building best-in-class teams that remained successful in achieving aggressive revenue & profit goals through research and problem-solving.

Concept-to-completion driver of productivity and efficiency via visionary leadership, operational turnarounds, deal making & revitalizing underperforming processes by managing ever-changing goals, priorities and projects.

Pursued organizational alignment with values, mission, and shared vision through relationship building, role modeling and focus on helping others succeed – Nurture premium relations with staff, clients, leadership, tenants with outside owners and labor unions in California and Massachusetts to deal with difficult and complex issues.

Consummate leader bringing together diverse, multi-cultural groups to one accord, encouraging cohesiveness in diverse cultures through skills gained during international work performed in France, England, Spain, Switzerland, USA, Haiti, and Mexico

Education Qualifications

Master of Science (MS) Executive Leadership - University of San Diego, San Diego, CA

Bachelor of Science (BS) Math, Chemistry and Biology - College Gerson, Paris, France

Language Skills: Multilingual Fluency in English, French, Spanish – Intermediate skills in Italian and Creole

Professional Work History

Director – Comcast Center Liberty Property Trust (LPT) – Philadelphia, PA June 2013 – February 2018

Operated as a pivotal member of the overall building property management team, serving as an effective liaison and efficient collaborator between Comcast, the management office of Liberty Property Trust, and retail tenants. Procure and represent 15+ tenants and future retailers in the new building (including a hotel) in site-selection, new lease negotiations, and lease renewal negotiation(s), while building high-quality relationships to quickly and efficiently meet specific clientele requirements.

Built operational organizational structure, and drove operational excellence for all entities within the center, focusing on general operations, finance, relationship building, and sustainability

Focused on business development and sourcing new tenant relationships through networking, cold calling, and marketing – Operated as the main point of contact for leasing of commercial properties and prepare strategic leasing plans

Administered oversight in process refinements and development, along with development of SOPs, regulations, and emergency procedure manuals

Differentiated value propositions while negotiating and closing deals with (3) high-profile tenant clients, including Starbucks, and 2 high-end retail stores, along with several Pop-up shops within the complex

Streamlined communications and optimized support to tenants with sole agenda of issue resolutions, service management, and relationship building

Maximized organizational revenue and customer satisfaction through a variety of marketing programs

Prepared prospect reports and business plans for new business with creative and aggressive marketing ideas

Professional Work History Continued…

Hospitality Group OD and Advisor Osage Casino & Hotels – Tulsa, OK February 2013 – June 2013

Brought on board to direct and steer change for the new division, enabling transformation of the current Gaming facilities into a full service Gaming, Entertainment, and Hospitality complex. Promoted an emphasis on strengthening company culture, mission, and values, along with development of a 5 year Budget and Capital Expenditures with Cash Flow projections. Credited with development of Critical Paths & Organizational Charts, the specification of OE&S and the review of FF&E lists and staffing.

Director of Operations (General Manager) DGMB Casinos - Atlantic City, NJ September 2010 – February 2013

Assigned concurrent executive charter of transforming and turning around hospitality staff performances, and boosting staff morale to surpass goal of $26M in annual revenues. Initiated change management strategies and enforced corporate procedures, resulting in more efficient operations, better-trained staff members and improved customer service. Secured a gaming license.

Focused on strategies and yield management, customer service excellence, staffing levels, and security-related matters while administering all aspects of group and convention sales, and tenant relationships

Pioneered successful launch and management of a brand new 3rd party reservation center, while adhering to corporate policies and delivery of best-in-class customer services

Coached, guided, and mentored Manager of Hotel Services, an Assistant Front Desk Manager, and an EVS Supervisor regarding career progression and motivating them to take on increased responsibilities

Managed change during M&A process by building rapport with employees, thus improving service delivery

Fostered positive relations and worked closely with (3) unions ensuring smooth and productive business operations

Chaired formal and informal cross-divisional meetings to promote better understanding of property operations

Remodeled entire hotel to meet target market expectations, thus generating increased revenue and secured a gaming license

Director of OD Consulting, Service Companies InstantCEO - San Diego, CA February 2000 – September 2010

Operated as a value-driven OD&E strategist adept at leading change of beliefs, attitudes, values, culture, and structure of organizations to better adapt to new technologies, markets and challenges. Launched consulting company from concept to year-over-year growth. Applied industry thought leadership and business acumen to plan, organize, and manage organizational development projects. Played a pivotal role in defining, implementing, monitoring, and reviewing standards and metrics for service excellence.

Championed proactive assessment of organizational needs at enterprise, organization, team and individual levels, using information to implement actions, programs and processes to effectively address those needs

Succeeded in raising $2M in first-round funding for a start-up call center through development of a business plan, while enabling revenue growth to $12M within (3) years

Expanded organizational development capabilities, tools and frameworks, enabling businesses to manage during change including a consultation as the "Five Star" Hospitality and Operations expert for Asia Asia (The Jumeirah Group), slated as the premiere entertainment venue of the Middle East & Asia. Comprised of 10,000 Five Star hotel rooms, suites and villas; two theme parks; 3 million sq. ft. of world class shopping; 100 signature restaurants, bars and night clubs; 3 million sq. ft. of state of the art office space; 3 million sq. ft. of optimum meeting-social-convention space.

Oversaw a company migration from San Diego to Las Vegas including over 150 personnel

Audited customer-service for call centers and financial performance for hotel & resort operations in the US & Mexico

Performed on-site management and devised turn-around plans for several failing enterprises

Additional Work History

Senior Vice President of Administration Wyndham Hotels and Resorts April 1997 – January 2000

Drove operational excellence within the organization’s most profitable division with revenues $400M+ in sales, 34% GOP & 18% EBITDA for owned-properties; team leader for asset evaluation, pro-forma development and take-over/conversion teams

Administered operations for luxury, 4 & 5-star hotels both branded and independent including The Copley Plaza (Boston), Wyndham Emerald Plaza (Anaheim), Wyndham Checkers (Los Angeles), The Bel Age (Los Angeles) and The Buttes (Tempe)

Earned fast-track promotions based on performance from General Manager to Regional Manager and up to the senior VP of Administration with direct oversight of 40 hotels across the country

Won multiple awards, utilized service-oriented perspective to maximize employee performance by implementing SMART goals, improved customer satisfaction & brand recognition along with starting multiple restaurants in collaboration with top chefs

Other Work History:

Regional Manager Boston Area at Starwood Hotels & Resorts Worldwide, Inc. Sept 1996 – April 1997

Regional Director/Managing Director at Wyndham Hotel Group - The Boston Copley Plaza March 1993 – Sept 1996

General Manager - Resident Manager at Wyndham Hotel Group August 1984 – March 1993

Technology Skills: Advanced Microsoft Office Suite (Word/Excel/PowerPoint/Outlook) Internet Usage

Sales Skills 1 and 2 - Train the Trainer Certification Dale Carnegie Effective Speaking - Dale Carnegie Management Master User Articulate (Training Software) Certified Trainer – NADOI #1128 – Certified Service Dog Trainer County of San Diego

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