Customer Service Manager

Janice Washington

Washington, DC

**************@*****.*** - 202-***-****

Dedicated and focused Customer Service Agent who excels at prioritizing, completing multiple tasks

simultaneously. Specialize in excellent customer service. Trained and experience in resolving customer

complaints and providing conflict resolution. I am committed to delivering high quality results with little

supervision. Energetic, organized and professional.

WORK EXPERIENCE

UPC Clerk

Wal Mart - Washington, DC - October 2013 to Present

Responsibilities

Prevent the Company from hundreds of dollars of shrinkage each day by physically taking an inventory of

merchandise on sales floor that has a markup or markdown price over $50, capturing the difference on a

spreadsheet, to be given to store manager at the end of the week. Merchandise that’s not on file I add into the

Smart System, also checking merchandise to make sure the tax codes are aligned with District of Columbia tax

laws. Assist customers on the sales floor, helping them locate merchandise. Log and check in merchandise

with local vendors, Fed-Ex and UPS.

Accomplishments

I was offered a promotion twice within 6 months.

Skills Used

Excellent writing and data entry, inventory management, great customer service,

Guest Service Manager

Compass Group USA - Kellogg Conference Hotel at Gallaudet University - Washington, DC - October

2010 to October 2013

Assisted the Front Office Manager with overseeing all aspects of front office operations, including financial

performance, guest satisfaction and staff development. Conducted training classes monthly to ensure hotel

standard and quality of service were met. Provide positive, individualized customer care for hundreds of

guest each week. Maintain a Guest Survey Score of 95% through Guest Scope. Mediated guest concerns

in a manner that provided excellent customer service and maximizing guest retention. Spoke with guest

on the phone to help book reservations and answered questions, always maintaining clear and positive

communications.

Accomplishments

Employee of the Month 2009, 2011, 2012

Winner of Be a Star (recognized for great customer service)

Promoted 3 times within the company in a 9 year career span, holding each position for no longer than 3 years

Skills Used

Excellent customer service. Excellent writing and verbal communication skills. Extremely productive in a high

volume, high stress environment. Trained and experience in resolving customer complaints and providing

conflict resolution. Excels at prioritizing, and completing multiple tasks simultaneous.

Sales Coordinator

Compass Group USA - Kellogg Conference Hotel at Gallaudet University - Washington, DC - October

2008 to October 2010

Assisted and provided onsite support to a sales team of 7, exceeding the budget goal of 4.5 million in revenue.

Created contracts and proposals for prospective clients, taking into account clients budget need, F&B, and

space. Received and screened a high volume of internal and external communications, including email and

mail. Assisted and participated with the sales team in setting up for International Trade Shows. Assist Controller

with monthly financial data including inventories and p-card reconciliation

Accomplishments

Assisted and provided onsite support to a sales team of 7 including the General Manager and Assistant General

Manager, helping to exceed the budget goal of 4.5 million in revenue. Promoted to Guest Service Manager

after 2 years of service. Employee of the month 2010

Skills Used

Good writing and verbal communication skills via email or telephone, Excel spreadsheets, prepared and set

up for staff meeting, as well as taking minutes to be formatted in word document.

Front Desk Supervisor

Compass Group USA - Kellogg Conference Hotel at Gallaudet University - Washington, DC - April 2004

to July 2008

Welcomed guests and accurately verify all information during the check in process and following up during

check out. Spoke with guest on the phone to help book reservations and answered questions, always

maintaining clear and positive communications. Pre-blocked and made keys for all incoming groups, ensured

charges were routed to the proper AR account, making notes of guest special needs. High level of product

knowledge of the hotel, including but not limited to directions, hotel services, and in-house events as well as

local and community events and attractions.

Accomplishments

Promoted to Front Desk Supervisor after 2 years of service.

Skills Used

Excellent verbal and communication skills, extremely productive in a high volume, high stress environment,

able to make good judgment, energetic, organized and professional, dedicated and focused customer service

agent who excels at prioritizing, completing multiple tasks simultaneously

EDUCATION

Certificate in American Sign Language

Gallaudet University - Washington, DC

2004 to 2006

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