Sales Customer Service
Resume:
ROMONA THOMAS
Henderson, Nevada 89012
PROFESSIONAL EXPERIENCE
VENETIAN / PALAZZO RESORT HOTEL CASINO 11/28/07 to 03/15/08
Sales Assistant
. Create contracts between client and property for meeting space, suites
and food and beverage, using Word, and merging from Delphi. Daily use of
LMS to extract information for suite availability as well as confirmation
of guest reservations for suites and limo service.
Sales Coordinator
03/15/08 to 01/21/2013
. Inspect suites for sales client site visits. Process all client
reservations for site visits including suite in LMS, limo, show and
amenities. Arrange group sites as well. Supply all managers with
confirmation numbers. All information is logged for tracking purpose.
Administer all certificates being issued to clients for fundraising
events and incentives, including the process of reservations for the
recipients.
. Purchase all promotional items for the department to gift to clients
through various vendors. Order all promotional items for any contracted
group events for the sales managers as well as tradeshows and sales
calls.
NATIONAL ALLIANCE TITLE 12/21/2006
- 11/9/2007
Escrow Assistant
. Follow escrow process on each file from start to close. Disbursement of
money at the closing. Preparing all documents for recording.
TRANSFORMATIONS
3/2005 to Present
. Own partnership in company contracting faux painting for commercial
and residential clients.
CALIFORNIA STATE AUTOMOBILE ASSOCIATION (AAA)
Claims Coordinator I
12/10/2001 -3/2005
Administration of automobile claims, including vehicle repairs, rental
arrangements and payments, bodily injury, medical payments and property
damage. Accurate note keeping. Excellent negotiating skills to minimize
company liability and cost. Prepare files for subrogation. Extensive
knowledge of Department of Insurance regulations for California and
Nevada.
PROVIDIAN FINANCIAL
5/2001- 12/0/2001
Account Associate
. Assist customers by phone with billing, account information, policies,
payments and
Online access to achieve goal of 100% customer satisfaction.
Trained in Smart Screens, CMS, Ola, Webi, Unas, and Membership Products.
WEBOLUTIONARY CONCEPTS
9/00 - 5/2001
President
. Managed my own company, designing and leasing web sites.
COX COMMUNICATIONS, Las Vegas, NV 12/21/87-
2/21/2000
Customer Care Supervisor
Responsible for administering effective employee relations, within a
department of over 200 employees.
. Developed and administered performance evaluations. Created and updated
forms in Word.
. As a supervisor monitor and evaluate employee skills. Created monthly
performance reports in Excel.
. Extensive customer problem resolution.
. Responsible for all hiring, development of employees as well as
promotions and terminations within the customer service department.
. Completed biweekly payroll in Kronos time system.
. Author of the ICOMS billing system manual used by the Call center and
other department ICOMS users for as many as 700 employees as a step by
step guide for successful order processing and billing inquiries.
. Also have participated on interviewing board for supervisor, manager,
director and representative positions.
. Managed event handling within the Call Center.
. Special event planning, creating and implementing for the company.
. Created incentives to increase morale and participation.
. Have excellent knowledge of TCS scheduling system.
. Participated in set up of Aspect phone switch with the participation of
schooling to learn the process. Excellent knowledge of Aspect reporting
system.
. Served as temp Manager at times during the department manager's absence.
. During a period of four years also supervised Installation closeout and
Radio Dispatch while simultaneously supervising a call center team.
. Responsible for Front Counter area in absence of Front Counter
supervisor.
. Contact person and represented Customer Care department in system
upgrades.
. Represented Customer Care department in all endeavors for Digital launch.
Successfully communicated information back to the department to ready
department for the launch.
. Created training and reference manual for Internet Modem product for the
Call Center and conducted training classes for the Call Center.
PROFESSIONAL ACHIEVEMENTS / SEMINARS
February 1990 - Managing Relationships at work
January 1992 - Telephone Etiquette
March 1993 - Handling the Difficult Customers
January 1996 - Front Line Empowerment
April 1997 - What Managers Do/ University of Nevada Las Vegas
October 1997 - CSR Inc. Training
March 1999 - Coaching Agility
May 1999 - Meeting Facilitation
COMPUTER SKILLS
Over 22 years experience in Microsoft Word and Excel, advanced level. Over
18 years experience in Microsoft Outlook, advanced level. Skilled in Cable
Data, ICOMS, CMS and
Smart Screens, billing systems. Skilled in HAL and OCS insurance systems.
Skilled in LMS (Lodging Management System) and Delphi, a sales automation
system.
CERTIFICATIONS
. Typing Certificate for 47 words per minute.
REFERENCES AVAILABLE UPON REQUEST
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