Customer Service Manager

P. O. BOX *** • PARK CITY, UTAH ***** • *******@*************.***

MOBILE 434-***-****

CYNTHIA J. BIAS-THOMPSON

Q UALIFICATIONS

v Excellent interpersonal and customer service skills.

v Over fifteen years experience relationship building working with non-profits, community partners,

public entities and private sector, and tourism industries.

v Leadership abilities: led workforce center through statewide certification process; venue

management and operations: coordinated successful relocation of institute offices to festival

headquarters converting hotel space into public and private festival spaces; led education and

training division through program model restructure; co-led homeless coalition through four years of

successful grant awards; co-established community service group, spearheaded employee focused

morale initiatives.

v Advanced computer, platform and application skills; photographer and videographer.

v Excellent attention to detail, Brand Standards and follow-through.

Goal-oriented with ability to multi-task and problem solve.

v

v Fifteen plus years experience supervising and mentoring staff and volunteers.

P ROFESSIONAL EXPERIE NCE

Deer Valley Resort, Park City, Utah

Skier Services Agent, November 2013 – present.

Responsibilities include assisting guests in booking privates lessons, ski school, rentals and childcare;

being knowledgeable about skier services products and resort as a whole to assist guests with needs;

problem solving with guests; quality assurance reviewing of “hardcopies” (bookings).

Lodging Reservations Administrative Clerk, October – November 2013.

Responsibilities include perform detailed accounting procedures to assist with building and maintaining

the rates and promotions in reservations system, and monitoring this system for quality control; quality

control all reservations prior to guest contact; ability to accurately and efficiently complete special

projects.

Club Attendant, May – November 2010.

Responsibilities included maintaining cleanliness and readiness the public spaces and outdoors areas,

working both independently as well as part of a team.

The Egyptian Theatre, Park City, Utah

Business Operations, April – June 2013.

Responsibilities include the areas patron relations, photography and videography, and box office. In

patron relations, this includes working with theatre members and donors, processing memberships,

and benefits; assisting with fundraising and social events in all aspects, cultivating new auction donors.

In box office, duties include selling tickets over telephone and at window; sales settlement; providing

customer service and information about shows; setting up concessions. Photography includes

photographing all events and social gatherings, processing, posting internally and to social media;

taking, distributing and archiving sponsor marquee images; researching, cataloging and securing

images for videography for use as visual sets (via multi-cam movies on backscreens) in productions.

Bias-Thompson, page 2

Waldorf Astoria Park City, Park City, Utah

Executive Assistant to the General Manager, December 2010 – January 2012.

Responsibilities include fully supporting General Manager on calls, calendar/meeting scheduling,

correspondence including confidential, and guest issues; serving as lead point-of-contact for in-house

Hilton Worldwide VIPs and property-owner Talisker Corporation owner, family, friends and VIPs

including events/meetings, reservations, meal assistance/provisioning, special requests, residence

detailing, transportation; special projects in collaboration with all departments and outlets; Gift

Certificate issuance - recovery and charitable donations; business center oversight in adherence to

Brand Standards; direct guest customer service and quality assurance; office management including

database management, teleconference setup, presentation material preparation, and

ordering/inventorying supplies.

Sundance Institute, Salt Lake City/Park City, Utah

Festival Coordinator, Corporate Relations, October 2006 - March 2007.

Responsibilities included managing Sponsors and approximately forty (40) Institute Associate accounts

as assigned, including benefit administration and logistical coordination, and providing an enhanced

level of customer service. Review contracts to identify benefit administration and activation

responsibilities. Interdepartmental collaboration with lodging, transportation, shipping, venue managers

and special events. Coordinate the distribution and logistics of sponsor merchandise and branding

projects. Contract position.

Headquarters Venue Manager, Film Festival, October 2005 - February 2006.

Responsibilities included the design, programming, and execution of festival relocation of Sundance

Institute Department offices from Salt Lake City and Los Angeles to Park City Marriott as the Festival

Headquarters, spec'ing out layouts in Visio, cataloging requirements, and working with all vendors to

secure equipment and other logistics, including technology and communications, IT, furniture,

hospitality and floral. Acting as point of contact during festival, oversaw physical set-up of the Festival

Headquarters, breakdown and wrap. Responsible for 20+ volunteers and staff. Contract position.

Piedmont Virginia Community College, Charlottesville, Virginia.

Interim Associate Director, July 2004 - January 2005.

Responsibilities included directing and administering grant funded education and training programs.

Supervising program managers, program assistants and support staff. Leading and coordinating

agency and partners through state certification process. Working with the local Workforce Investment

Board and Planning District Commission to further workforce development initiatives. Developing and

maintaining relationships with business, agencies and organizations; establishing community

partnerships; acting as liaison to departments of local government.

Program Manager, July 2002 - June 2005.

Responsibilities included overseeing all aspects of Senior Community Service Employment Program

(SCSEP), coordinating and providing direct services to participants, supervising fourteen plus

participants and participant staff, program marketing and public relations materials, establishing training

sites, and maintaining statistics. Assisting on special projects: Grant writing, program development,

agency collaboration, IT transitions, and creating/implementing assessment program.

Career Center Manager, June 2001 - July 2002

Responsibilities included ensuring smooth daily operations of career center, developing diverse

strategies to help clients attain career success. Providing options for career development and job

search. Designing, implementing and facilitating workshops. Supervising interns, work-study students

and support staff. Working with community agencies to create program awareness and to provide

services. Maintaining and creating statistical databases, spreadsheets and forms.

Shelter for Help in Emergency, Charlottesville, Virginia.

Transitional Housing Program Coordinator, March 1999-June 2001.

Bias-Thompson, page 3

Responsibilities included designing and implementing Transitional Housing Program. Creating all

forms, databases, marketing material in print and electronic versions including databases. Working with

community agencies to establish program. Designing, refining and operationalizing program. Acting as

a liaison with other social service providers for program and clients. Establishing cooperative

agreements with community service agencies. Conducting and compiling ongoing evaluation to

determine effectiveness and client satisfaction with program. Supervising large numbers of volunteers

in on-going and special projects.

Additional Experience

Montage Deer Valley, March of Dimes, J Gooley Media, University of Virginia, Investors Savings Bank.

E DUCATION

Salt Lake Community College, Salt Lake City

Visual Arts, Communications and Film Studies, August 2009 – Present

Phi Eta Sigma Honors Society, 2012.

University of Utah, Salt Lake City

Video Editing, and Music Technology and Digital Editing, Fall 2007.

Workshop: Breathe Life into Your Life Story, Summer 2007.

University of Virginia, Charlottesville, Virginia

Graduate Course Work – Anthropology, 2003-2005.

Workforce Development Academy, July 2004.

Bachelor of Arts in Anthropology, German Honors Society, Phi Eta Sigma Honors Society, 1997.

A DDITIONAL ASSOCIATI ONS (PRESENT & PAST)

Park City Film Series, Volunteer (Volunteer Organizer) and Venue Manager; Recycle Utah, Member;

Friends of Park City Library, Member; Summit Sunflower Garden Club, Member; Utah Museum of Fine

Arts, Member; Sundance Film Festival, Volunteer; Spiritual Film Festival, Volunteer; Library for

Jambiani, Founder; Zanzibar International Film Festival, Volunteer; Jefferson Area Coalition for the

Homeless, Co-Director; Shelter for Help in Emergency, Volunteer; Literacy Volunteers of America-C/A,

Board Member.

R EFERENCES

Available Upon Request

Contact this candidate