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Customer Service Manager

San Pablo, California, United States
April 30, 2019

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Marjorie J. Thomas

**** ******* ******

Richmond, CA 94805

Mobile: 510-***-****


Experienced Hospitality Professional focused in customer service management and operations.

Passionate about customer experience as the centerpiece of brand development and loyalty.

Respected as data-driven and metrics-oriented, with strong background in marketing research, and business management.

Strategic thinker with “roll-up-the-sleeves” execution skills and contagious “get-it-done” work ethic.

Demonstrates highest degrees of integrity and self-awareness and communicates thoughtfully to establish trust at all levels.


The Ritz-Carlton Hotel, San Francisco, CA April 2014 to Present

Front Desk Agent

Greet and register guests in a 336 room luxury hotel while implementing the “Ritz Carlton Credo” and demonstrating the Gold Standards foundation of customer service.

Established and maintained a 95% guest satisfaction rating reported on Gallup Survey which contributed to our regional rank.

Collaborated with a team of 6 front desk agents to generate a successful upsell plan which resulted to ($1M upgrade sales) during 2016-2017. Currently contribute 50% monthly upsell revenue due to loyal repeat guests that request paid upgrade communication by email.

Selected to train and mentor new hotel agents to encourage “lateral service” goals and to strive to deliver the highest level of customer satisfaction.

Recognized as a “Strong Performer” and “Key Contributor” for training and on hospitality operation.

Laquor Nov 2010 to Jan 2014

Marketing Consultant

Managed and assisted an e-commerce store for a start-up clothing site.

Developed a strategy to start Laquor using trade shows and community events.

Launched Laquor site to encourage a larger consumer audience.

Collaborated different creative ideas to expand more online items to sell.

Meetings by Design, CA Oct 2009 to Jan 2011

Assistant Meeting planner to the Conference Manager

Responsible for obtaining and confirming registration for numerous large conference attendees, committees, faculty, exhibitors and VIP’s (200-450+ people). Managed traveling arrangements and hotel reservations by committing to hotel resume contracts and budgets.

Served as point of contact to hotel event coordinators and company’s meeting planners. Prioritized large volumes of information and communication.

Developed and prepared timely sensitive financial and personal information from different companies.

Achieved 90% client satisfaction that obtained repeat conference meetings.

Primary Care Provider Jan 2006 to Aug 2009

Served as full-time care provider for my ill parent while also volunteering at the Bay Area Rescue Mission in Richmond. I tutored and served meals and snacks to children who participated in their program called the King’s Club. I supervised 12-30 children age ranging from 7-14 years old.

Bank of America, San Francisco, CA Mar 2004 to Jan 2006

Operations Specialist/ Wire Transfer Specialist

Processed large wire transfers directly for business clients, domestic and international. Used discretion to process transactions accurately according to established policies and federal regulations.

Effectively maintained confidentiality while resolving time sensitive issues with high degree of precision and attention to details.

Supported expansion of operation team and accomplished company sale goals while identifying and resolving problems.


California State University East Bay, Hayward

BS in Business Administration, Corporate Management/ Marketing Management


Experience in customer relations, operations, sales, hospitality, and banking industry

Excellent at Strategic Planning & Forecasting, Market & Consumer Research

Microsoft Office PowerPoint, Word, Excel and Google Analytics

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