Customer Service, Social Media Marketing, Sales, Writing

Bill Given

Customer Service Manager bit.ly/billgiven

*********@*******.*** (415) 305-363

OBJECTIVE

Creative and driven Customer Service Manager with over fifteen years of experience in team leadership. Strong operations professional with expertise in hospitality and small business management.

SKILLS

Microsoft Office

Opera PMS

OnQ PMS

Training solutions & talent development (authored multiple manuals)

Social Media Marketing

Public Speaking

Web Copywriting

Budgeting & Forecasting

Public relations

Author of two novels, short stories, essays

DOD Secret Clearance 2008-2015

STCW-95, TWIC

EXPERIENCE

Group Housing Supervisor Fairmont Austin Austin, Texas

2017-2018

Led team in opening 1,048-room luxury hotel after multiple delays, relocating 300+ guests during first week of SXSW, minimizing negative guest relations and transforming extreme service challenge to public success.

Assistant General Manager Natchez Grand Hotel & Suites Natchez, Mississippi

2016-2017

Achieved highest room revenue in 10 years for 2016, expanded international market and reduced annual budget costs by 10%. Oversaw creation of City Sightseeing Bus Tours. Introduced local training seminar for customer service professionals, Inntel. In six months advanced collective guest review ratings from 4th place with local comp set to 1st place.

Front Desk Supervisor Roosevelt Waldorf-Astoria Hotel New Orleans, Louisiana

2014-2016

Created training manual for department. Introduced monthly competitions for staff that achieved record-high monthly room upsells and club membership enrollments.

Office Manager Riverflow Healing Arts Santa Cruz, California

2013-2014

Launched independent clinic in highly-competitive market, gaining patients through savvy social media marketing, making it the most successful clinic of its kind in the Santa Cruz-Monterey area.

Central Office Manager Compassionate Health Options San Francisco, California

2010-2013

Expanded business from 6 to 13 branches, making it the largest clinic of its kind in Northern California.

Assistant Manager Key To The Rockies Property Management Keystone, Colorado

2005-2008

Secured new partnerships with homeowners competing with corporate-owned ski resort.

EDUCATION

Bachelor of Fine Arts Art History 2002

School of the Art Institute of Chicago

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