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Customer Service Manager

Houston, Texas, United States
August 29, 2018

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***** ***** ****** **. *******, TX 77042


Personal Statement

Experience: Highly creative, skilled, and result-driven professional with more than 24 years of experience in operations, management and marketing. Problem Solver: Successful history of establishing procedures to streamline operations resulting in increased proficiency and productivity. Leader: Excellent interpersonal communication skills including the ability to establish and maintain rapport with all levels of personnel, management and customers. High Energy: Thrive in fast-paced environments and constantly meets deadlines. Summary: Proven background to perform at high levels of production, encompassing leadership, team building, planning, organizing, and problem solving, all of which realized significant contribution to bottom-line results and revenues.


Chief Operating Officer Aug. 2016 - Current

Quintessential Services Houston, TX

Overseeing all operational aspects of four portfolios which include the commercial real estate, apartments, single family homes and hotels.

Influenced, negotiated, acquired and lead third party management for commercial real estate’s investors.

Maximized client and company value by developing, enhancing, and implementing standard operating procedures.

Optimized support function services such as finance, human resources, safety and quality to meet the Company’s mission, vision and goals.

Conduct all marketing, business development, acquisitions and constructions.

Direct a strong management team for knowledge, high performance and accountability.

District Manager Sep. 2012 – Aug. 2016

IBC Hospitality Investments Houston, TX

Direct and manage operations of various hospitality properties.

Prepare, process and implement all the properties financial activities.

Achieve and maintain high occupancy, ADR through effective sales and marketing strategies.

Lead a high performance team by effectively coaching and developing employees, fostering team work within and across the organization including efficient staffing, team member development and training, performance management and policy enforcement.

Develop and maintain solid and stable client relationships.

Regional Operations Manager Jan. 2003 – Aug. 2012

Accor North America Houston, TX

During my employment with Accor North America I was recognized throughout with a long standing career for ability to develop, implement and manage full charge of, but not limited to:

*Operations*Forecasting*Recruiting*Contract Negotiations*Financial Management*Safety and Security*Human Resources*Quality Control*Budget Preparation*Expense Control*Internal Audit

I was responsible for 24 Hotels with an average of 2,760 rooms.

Lead a high performance team by effectively coaching and developing employees, fostering team work within and across the organization including efficient staffing, team member development and training, performance management and policy enforcement.

Managed daily cash flow and banking for the hotel.

Preparing budgeting reports and approving budget expenditures.

Conducted and oversee annual audits. (Internal and external)

Review and make decisions on credit limits of new and existing customers.

Review and authorize the weekly accounts payable run.

Liaise with corporate office and local brokers for company insurance policies.

Improve existing process and stream line work flows.

Prepared monthly management accounts and perform general ledger reconciliation.

Prepare reports summarizing the forecast company business activity and financial position and completed FBT and BAS returns.

Determined depreciation rates to apply to capital assets.

Prepared reports required by regulatory agencies and arranged for audits for company accounts.

Received, prepared, and modeled ad hoc requests for financial reports and spreadsheets.

Accountable for budgeting, cost control, payroll, general accounting and full profit and loss.

Developed marketing campaigns, defined target markets and determined curse of advertising.

Consulted in Human Resources/Payroll Management.

Remotely oversee each business unit and report to executive officers.

Make recommendations on the financial and strategic direction of the company.

Relieved Area Managers in other Regions.

Advised on financial management issues.

Demonstrated an unwavering commitment customer service, adding new customers while maintaining premium service level with existing accounts.

Developed efficiency-enhancing workflow/process improvements that made it possible increasing responsibilities.

Diverse leadership experience across multiple disciplines; focus on operation management, strategy, M & A, financial & planning, and business development.

Demonstrated ability in attainment of companies short and long term business objectives through review growth and strategic partnerships.

Coached managers on the process of evaluating of employees, setting goals, conducting objective performance reviews, and recognizing and awarding performance to improve productivity.

Handled employee terminations, grievances and other difficult situations in a sensitive, fair and respectful manner, working closely with legal counsel, supervisors and management.

Regional Operations Manager Jun. 1994 – Jan. 2003

Sun Lodging Hospitality Houston, TX

Oversee St. Clair, Holiday Inn Select, Ramada Suits, and Econolodge.

Department Head displaying critical thinking and creating problem solving skills combined with sound judgment in overseeing all Front of House and Guest Services Operations encompassing five departments and 12 directing reporting managers and more than 100 employees per hotel.

612 rooms and suites, five food and beverage outlets.

Financial responsibilities include labor forecasting, monthly expenses and P & L accountability to achieve optimal balance between resource expenditures and customer service standards for overall Front of House and Guest Services Operations.

Very strong interpersonal, written and oral communication skills displayed as property designee for social medial communication, Corporate and Guest correspondence and industry websites.

Provide support to the Hotel Managers in the efficient running of the Front Office department through leadership, direction and supervision to insure that all hotel standards are maintained.


Leadership and Team Building

Training and motivational seminars

Microsoft Office: (Excel, Power Point, Word, etc.)


Oracle, Winstar, Reveal, Holidex, Medalia, People Soft, SAP, and others

Quickbooks, Peachtree, FMS, and HMS


University of St. Thomas

1994 Bachelors

General and International Accounting

Professional References

Imad Al Ross - Chairman - 713-***-****

Dr. Mike Mob - Chief of Staff - 832-***-****

Jim Moubarake – Chairman - 281-***-****

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