Customer Service Manager

Gladis Dunia Maldonado

**** ******** ****** ***- ***-0751

********@*****.***

Kensington, Maryland 20895

Professional Experience

.

Oct 12 - present Operation Supervisor

Residence Inn by Marriott Silver Spring, Maryland

» Supervise daily operational activities to ensure Marriott’s standards are practiced

» Conduct departmental inventory to determine needed products and to purchase them according

to budget

» Use checkbook to control expenses and exceed budgeted goals set my management

» Collect financial reports and invoices to approve and code them for prompt payment

» Adjust, modify, and review payroll information to ensure accurate payment

» Utilize Labor Management and Scheduling tool to schedule associate effectively to

comply with business demand

» Assist manager in the process of interviewing and hiring of new associates

» Respond and handle guests’ and associates’ problems in a timely manner

» Count daily hotel’s safe and prepare banking slips to be processed

Aug 11 - present Banquet Server

Trade Center Management Associates Washington, DC

» Assist with set-up of tables, linens, chairs, and other assigned duties

» Respond quickly to requests from guests, captains, or managers

» Assist with the food and beverage service stations set-up

» Assist in breaking down banquet rooms according to the company’s standard

procedures

Nov 07 – Sep 10

Certified Trainer

Potbelly Sandwich Works Bethesda, Maryland

» Trained 35 new hired associates in every position of the store

» Conducted side by side training sessions for all new associates

» Evaluated trainee progress throughout sessions and provided feedback

» Enforced company’s policies and standards by providing guidance, leadership and retraining

Oct 05 – Feb 07 Team Leader

Manpower - Catering Company Vienna, Austria

» Assisted hotel managers in organizing and planning events

» Delegated my staff to assemble equipment and decorate the service area

» Ensured the staff was on time and communicated daily progression to my manager

» Ensured that all paperwork had detailed and accurate information about the event

» Answered calls and solved problems in the best interest of both customer and

company

Education

May 2012 University of Maryland Rockville, Maryland

» Bachelor’s degree In Hospitality Management

May 2010 Montgomery College Rockville, Maryland

» Associates degree in Food and Beverage Management

» Associates degree in Meeting, Conference, and Event Planning

» Customer Service Certification

Skills and Abilities

» Fluent in three languages: Spanish, German and English

» Communication and interpersonal skills

» Advanced accounting and computer skills

» Knowledge of Fosse, Bluecube, PMS, POS, LMS

Certification/Achievements

» CPR and ServSafe certification

» Member of the Phi Theta Kappa Honor Society

» Member of the Eta Sigma Delta Honor Society

» Placed on the Dean’s list each semester since fall 2008

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