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Manager Customer Service

Location:
El Paso, TX
Posted:
October 09, 2018

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Resume:

EXECUTIVE SUMMARY

Ambitious professional with over five years of administrative and customer service experience. Highly reliable, motivated and versatile with a proven record of surpassing standards. Manages the balance between teamwork and independence with strong communication skills and an ability to prioritize and multi-task with minimal supervision. History of rapid expansion of responsibilities based on strengths and capabilities. A talent for organizing, streamlining to increase productivity and communicating efficiently with customers. Demonstrable talent for keeping accurate records and meeting deadlines. Exceptional critical thinking skills, using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems. Stress tolerant, flexible, and able to maintain composure under pressure. Capable of quickly developing job skills as needed to adapt to change. Committed to personal and professional excellence.

EXPERTISE & PROFICIENCIES

Computer literate

Proficient in Microsoft Office Suite programs

Typing 60+ wpm

Transcription

Medical Terminology

Facilitate verbal and written communication

Implement improvement in office operations

Integrity – honest, ethical, sincere, and discreet

Strong work ethic, dependable, and reliable

Customer service and communication

Administrative responsibilities (correspondence, filing, reception, etc.)

Technical support

Sales

EXPERIENCE

FCC Provider

Fort Stewart, GA 2014- 2016

Started training in September of 2014 to become an in-home daycare provider. Opened my daycare March 4, 2015. Provide children with an educational and structured learning environment for their daycare needs. Create lesson plans, menus, and provide a supervised playing atmosphere to encourage children to learn while exploring and playing. Meet all health, safety, fire, and alike guidelines to provide children with a safe and healthy environment at all times. Introduce new and exciting information for children on a daily basis. Comply with all inspections and certification that are required at all times.

Front Office Manager

Quality Suites and Country Inn and Suites 2014-2015

Handled all interviewing, hiring, and processing of new-hire paperwork for front desk, housekeeping, breakfast, and maintenance departments; Trained all staff in housekeeping and front desk. 24 hour emergency point of contact; handled all nightly reports, weekly reports, and monthly reports; recruited new business through sales calls and promotions to increase revenue; assisted the General manager with payroll, budget reports, and timesheet management; devised quarterly incentive programs to increase productivity and motivate employees; took care of all banking and cashier management duties; utilized communication skills to address guest disputes in an efficient manner; scheduled and organized large-party events hosted by the hotel.

Point of contact for all hotel accounts; handled all Conference and Banquet room bookings; coordinated with the general manager on new marketing ideas and ways to meet goals and budgets; set nightly, weekly, and monthly rates; assisted the General Manager with advertising.

Reason for leaving: medical necessity for one of my children (still aide general manager when needed)

Uhaul CSR 2013

Uhaul, Lakewood, CO

Process invoices; manage collections through calls and correspondence; review contracts with customers and oversee execution of documents; handle daily operations; organize logistics for transfer and maintenance of equipment; coordinate public events for marketing needs; assist customers with purchasing decisions; reception and clerical duties; grounds maintenance.

Reason for leaving: Temporary summer position

Data Entry

Tracy Jong Law Firm, Rochester NY 2012-2013

Compiled Data and input into spreadsheets according to organizational needs.

Reason for leaving: Per Diem position until assignments were completed

Relief Manager 2012

U-Haul, Watertown, NY

Process invoices; manage collections through calls and correspondence; review contracts with customers and oversee execution of documents; handle daily operations; organize logistics for transfer and maintenance of equipment; coordinate public events for marketing needs; assist customers with purchasing decisions; reception and clerical duties; grounds maintenance.

Reason for leaving: Permanent move to Rochester, NY.

Property Manager 2011

Butternut Hill Apartments, Gouverneur, NY

Proven success in reducing lease breaches through consistent communication with residents, negotiations, and enforcement; responsible for move-in and move-out walk-throughs, lease signings, rent collection & deposits, monitor grounds, process maintenance orders assist in maintenance repair; respond to after-hours calls by residents for maintenance and other issues.

Reason for leaving: Temporary relocation to Colorado

Virtual Customer Service Agent 2010-2011

Cloud 10 Corporation, Gouverneur NY

Praised for ability to address customer issues efficiently and with integrity and to solve problems with practical solutions; consistently exceeded goal percentages in sales; acclaimed for constant high ratings in member satisfaction; awarded for highest percentage in upgrading members and for new registrations, sales, and retention.

Reason for leaving: Opportunity for out-home-employment with more responsibilities

Front Office Supervisor 2006

Ramada Inn, Denver, CO

Proven record of taking the initiative to ensure tasks are completed thoroughly and in a timely matter. As a result of this solid work ethic, was selected amongst entire staff pool to carry out management duties at second hotel location to ensure smooth transition of new employment team; supervised the night shift in Guest Services department. Assigned various employee duties and advised staff of protocols. Made certain duties were completed to owner expectations; acted as primary mediator in guest dispute resolution, utilizing superior problem-solving skills and ability to balance customer satisfaction and company goals. Resulted in consistent customer satisfaction; noted for flexibility and versatility when needed to cover administrative duties effectively, such as managing multi-line phone system, mail and filing.

Reason for leaving: Temporary position to fill company’s transitional needs & husband’s post transferred to Oklahoma

Front Office Manager/Acting GM 2004-2006

Stonebridge Companies, Northglenn, CO

Responsible for hiring and training new staff and executing employee reviews. Developed first-ever set of training guides for new employees and office protocol references to standardize employee expectations; devised quarterly incentive programs to increase productivity and motivate employees; carried out regular invoicing procedures. Worked with General Manager to produce budget and nightly reports, complete banking duties and process payroll; recognized for collection efforts that brought old accounts current and increased profitability; 24-hour emergency point of contact; utilized communication skills to address guest disputes in an efficient manner; scheduled and organized large-party events hosted by the hotel.

Point of contact for all hotel accounts; handled all Conference and Banquet room bookings; coordinated with the general manager on new marketing ideas and ways to meet goals and budgets; set nightly, weekly, and monthly rates; assisted the General Manager with advertising.

Stepped in as Executive Housekeeper for 6 months as well as maintaining the front office. Executive housekeeping duties included scheduling of housekeeping staff, room checks to make sure all rooms were up to standards, assisted in laundry when needed, corresponded with the front desk and maintenance departments to make sure all rooms were ready or not ready as needed and all maintenance issues were resolved in a timely manner.

Reason for leaving: Company was bought out

EDUCATION

FCC Training and Module training 2014

Safety, child abuse, etc.

Technical Training, 2012

DirecTV (virtual course)

Increase Revenue through Sales, 2011

U-Haul, Evans Mills, NY

Medical Transcription

Allied Business Schools, Santa Rosa, California

Medical Administrative Assisting

Allied Business Schools, Santa Rosa, California (Currently in process of completing)

H.S. Diploma, 2006

John Adams High School, Miami, Florida

Volunteer Work

Unity Hospital 2013

Worked in the Cardiology department assisting with patient chart preparation. Also helped with in office filing and all purging of files. Answered phone calls and directed them as needed or answered basic questions and assisted with making appointments and follow up and reminder phone calls.

Foster Parent May 2007- September 2008

SAFY Foster parent for children with special needs. Underwent a three month training course in child safety, child care needs, special needs training for children with developmental, physical, and behavioral issues. Took children into our home and provided them with a safe, loving, nurturing, constructive, structured, and playful atmosphere to encourage their developmental and social needs as well as encourage exploration and learning in age appropriate ways. Helped teach the children coping skills and constructive ways to deal with their feelings.

Reason For Leaving Military PCS to New York

School Aide 2007-2008

Volunteered at my daughter’s school in Lawton, OK. Assisted the teachers with lesson planning, and helping the children with daily activities. Helped supervise children during lunch, recess, and during fieldtrips. Aided teachers with conflict resolution and taught the children how to handle conflicts on their own.



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