Customer Service Manager

Sasha Russell

*** ********** ***** *************, ******* 30046•404-***-****•*****.*********@*****.***

Objective

Customer service skills with excellent supervisory skills and extensive interpersonal skills. A motivated

individual looking for not only secure employment but for a start of a career. I am a self-starter and a quick

learner, I possess a versatile set of skills with the ability to perform on high levels in a fast pace environment.

I Commit to the duties tasked to me, and I see them through until completion. I am a dedicated, hardworking

individual with great team building skills and always ready for the progression of the company.

E xperience

01/2012-Current

Holiday Inn Express

Savannah, GA

Front Desk Supervisor

Interview, select, train, schedule, coach and support associates, ensuring they perform in accordance with

established brand or hotel standards.

Resolve guest complaints and concerns by conducting thorough research of the situation and determining the

most effective solutions.

Be aware of guest satisfaction scores and work toward increasing departmental and overall guest satisfaction.

Participate in lobby ambassador and other activities related to interacting with guests on an individual level,

thus creating a relationship and culture that will result in repeat stays.

Oversee front office operations in the absence of the Front Office Manager or Assistant General Manager.

Perform bookkeeping activities such as balancing accounts.

Make and confirm reservations.

Greet guests immediately upon arrival; register and assign guests to hotel rooms.

Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as

appropriate.

Compute bills, collect payments, handle cash, and make change for guests.

Close out guest accounts at time of check out. In the event of dissatisfaction, negotiate compromise, which

may include authorizing revenue allowances.

Create specific, measurable, achievable, realistic, and timely action plans to remedy guest service

deficiencies.

Ensure hotel entrance, reception and other public areas are properly maintained in regards to cleanliness and

Practice safe work habits.

Perform other duties as requested by management.

STAR of the quarter (Fall, 2013)

Employee of the month (February, 2014)

01/2014- Current

Helping Hands, United Way Savannah, GA

Internship

Plan and execute community service projects in Chatham County, Georgia.

Assist director with community service projects through other organizations.

Assist with set-up and decorations for fundraising events.

Assist create a more effective webpage.

05/11-05-13

Savannah State University

Savannah, GA

Head Resident Assistant

Represented the university in the residence halls.

Protected and ensured residents physical, social, educational, and emotional well-being.

Managed all Residential Assistants in dormitory.

Liaison between Residential Director and Residential Assistants.

Rookie of the year award (2012).

Education

08/2010-Current

Savannah State University

Savannah, GA

Bachelors of Science in Sociology

Graduation date May 2014

3.2 GPA

Hope Scholar Recipient

Kirbo-Conyers Scholarship Recipient

S kills

Microsoft Office (Word, PowerPoint & Excel)

Strong written and oral communication skills

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