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Manager Customer Service

Location:
Somerdale, New Jersey, 08083, United States
Salary:
60,000
Posted:
December 06, 2018

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Resume:

JENNIFER

MARSHALL

*** ******** ***, *********, ** 08083 267-***-**** ac7v3f@r.postjobfree.com PROFESSIONAL SUMMARY

Demonstrated leader who motivates teams to exceed corporate objectives. Relationship manager and developer who improves the customer experience and increases profitability. With a strong command of the hospitality industry, easily communicates with cross-functional teams and bridges gaps between operations and customer expectations. Detail-oriented, enthusiastic professional with a keen ability for process improvement, problem solving and event production.

SKILLS

Delphi Subject Matter Expert Conflict Resolution

Proficient with Opera Strong Verbal Communication

Food and Beverage Interpersonal and Written Communication Skilled in Microsoft Office Suite Core Competencies Self-Motivated Strategic Planning

Social Table for floor plans Budgeting

Meeting Coordination Vendor Relations

Client Relations Project Management

Negotiations Document Scanning

Extremely Organized Clerical Support

Team Leadership Inspection Reviews (Guest Rooms)

Team Liaison

WORK HISTORY

AUGUST 2001-OCTOBER 2018

Director of Conference Services Sofitel Philadelphia Hotel Philadelphia, PA Led conference service team efforts to increase group revenue for a luxury, Four Star city center hotel.

Closely managed corporate contracts and customer communication to ensure that met all contractual financial obligations and up-sold amenities and food and beverage selections consistently.

Selected as the lead manager on high profile and complicated groups. Excelled in delivering high levels of service to customer while navigating hotel policies and restrictions i.e.

Creating new banquet menus, Professional Sports Teams (Football, Basketball & Soccer), Pharma Groups (Advisory Boards, Investigator Meetings, Launches, Continuing Education Units) and Marian Anderson Awards.

Contact, Activity and Financial obligation management within agency of record - Delphi Historical data analysis on repeat groups to project group pickup, performance and estimate attrition trend.

Owned customer relationship upon contract signature which included managing budgets, agendas, floor plan layouts, audio visual needs, food and beverage orders, ground transportation and all on property activities from arrival to departure. Coordinated daily, weekly and monthly preparation meetings both with customer and internal teams.

Responsible for total event production for 150-200 unique programs in the year 2017 and was on target to exceed that number in 2018.

This portfolio represents 3.3 million dollars of room, catering and ancillary revenue. Receive consistent excellent post-conference survey scores. AUGUST 1997-AUGUST 2001

Assistant to the Director of Catering/Front Desk Agent The Rittenhouse Hotel Philadelphia, PA

AUGUST 1993-AUGUST 1997

Sales Manager, Reservations and Guest Service Representative Holiday Inn Express Midtown Philadelphia, PA

EDUCATION

2000

Hospitality

Widener University, Chester, PA

Graduated summa cum laude

Graduated with 3.8 GPA

JANUARY 2007

Completed Professional Meeting Planner Course

Temple University, Philadelphia, PA

1994

Associates of Applied Science: Hotel, Restaurant and Institutional Management Community College of Philadelphia, Philadelphia, PA Graduated with Honors

ACCOMPLISHMENTS

Used Microsoft Excel to develop inventory tracking spreadsheets

Manager of the Quarter for Customer Satisfaction and All-Around Manager CERTIFICATIONS

Certified Meeting Professional (CMP) since 2007



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