Customer Service Manager

Skills Summary

Project Management

Budgeting/Forecasting

Programming

HR Training/Safety Compliance

Operational Experience

Customer Service

Scheduling

Marketing & Sales

Governance Work

Cost Control

Negotiations

Leadership

Employment History

Sun Towers (Sun City Center) 12/2017-Current

Administrator

Responsible for the overall operation and management of 286 bed licensed assisted living facility/memory care in accordance with the standards and guidelines of state and federal law. Oversight of nursing, housekeeping, maintenance, Hr, collections, marketing, programming/lifestyles. Helped to increase community census to record levels within four months of hireing resulting in community wide record revenues. Core Certified December 2017.

ClubLink (Sun City Center) 03/2016- 12/2017

Director of Operations

Responsible for the oversight of all operations for 90 holes of golf, food and beverage, membership, administration, spa and fitness, aquatics, programming, maintenance, housekeeping, and accounting. Ensuring top level customer service to the membership of over 1,000 in four facilities.Develop targeted marketing campaigns for diverse segments of the South Shore market. Oversee interface with other ClubLink Clubs & facilitate reciprocal membership. Develop financial, marketing and service reports for owners group and present updates at financial planning meetings. Direct sub contractors and vendors which supply support services to the club, it's members and the ClubLink special event programs. Manage Public Relations within the community to maximize interaction between corporations and non profits in fundraising.

Vesta Facilities Management( Kings Point Sun City Center Fl.) 01/2010-03/2016

General Manager

Responsible for the oversight of operations of a nine million dollar budget and performance of 155 employees in the areas of food and beverage,security, transportation, spa and fitness, accounting, aquatics, housekeeping and maintenance.Ensuring top level customer service to 9,500 residents in three facilities with a combined 150,000 square feet of clubhouse. Develop new accounts/contacts, maintain existing accounts/contacts, and implement sales and marketing strategies. Work with local governance to ensure satisfaction at the board and subcommittee level. Assist in the preparation of the annual budget, capital expenditures, and monthly reviews of general ledger expenses and revenues

Special Event Corporate Leader/Trainer

Responsible for team building, event planning, revenue generation and retention activitiesthroughout the state of Florida and North Carolina

Apollo Beach Racquet and Fitness Club/Apollo’s Bistro (Apollo Beach, Florida) 11/2004-1/2010

General Manager

Responsible for the oversight of all operations including: Tennis, Aquatics, Fitness, Food and Beverage Operations, and Youth Programs: Additional responsibilities included: responsible for membership retention and development, hiring, marketing, program development, revenue growth, budgeting and forecasting

8/1998- 11/2004 Tampa Palms Country Club/Hunter’s Green Country Club (Tampa, Florida)

Program Director

Designed and developed group youth athletic programs, responsible for marketing programs to both members and non-members. Developed after school program, coordinated activities including gymnastics, tennis, swimming, arts and crafts, and homeworkclub. Increased youth program revenue over 400% from 2000 to 2004. Responsible for 26 new memberships at Hunters Green Country Club. Facilitated increased member survey scores in categories: Reputation, Value of Membership, Social Activities and Programs, and Family Orientation. Consistently delivered personalized service to members. Elicited feedback for continuous improvement. Developed relationships with members and staff while focusing on retention. Responsible for hiring, training, and “Star” certification of club employees

Education

2006-2009 University of South Florida MBA Program

G.P.A: 3.85(4.0 scale)

1997-2001 Bachelor of Science: Business Administration, Marketing Major (Summer 2001)

University of South Florida College of Business/University Honors College (Tampa, Florida)

Honors College: Upper 10% of freshman selected for academic achievement and professional promise

G.P.A. in major: 4.0 (4.0 scale)

Overall G.P.A.: 3.83(4.0 scale)

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