Customer Service Manager
Resume:
Jeannette Lizardi
[pic]
**** ****** *****, ******* ******* 32810
(Mobile) 407 925 - 9344 ( ***********@*****.***[pic]
Operations, Office Executive, Human Resources Management, HR Training &
Developer
Accomplished corporate office and hospitality career in operations,
administration, corporate executive assistant, training and human resources
management spanning 20 years. A dedicated and results oriented individual
with exceptional communication and relationship skills seeking to utilize
my unique combination of knowledge and experience in the customer service
industry to contribute to a company's quality, growth and success; with
opportunities for personal growth and development towards upper management.
Professional Strengths
. Widely respected in the hospitality industry.
. Excellent customer service skills, both with direct and indirect contacts
with customers.
. Developer of standard operating policies and procedures.
. Observe and develop training guides and methods.
. Implement service culture training.
. Extensive Operations management and Strategic planning
. Detail oriented, flexible and dependable
. Desire for continuous learning and improvement; enjoys new challenges
. Ability to learn tasks quickly
Professional Experience
Attorney Dan Newlin and Partners January 2014
- Present
Law Firm Administrator / Executive Assistant to
Attorney Dan Newlin / Human Resources
. Executive Assistant to the CEO
. Perform all appointments, calendar, meetings and travel arrangements
. Handled all complaints and resolved accordingly.
. Maintain and report all schedules and reports for attorneys
. Handled all law office operational duties, staff schedule, clerical,
order supplies, vendors, office maintenance, walk-ins, resolutions, etc.
. Perform legal assistance to attorneys, scheduled depositions, mediation,
hearings, close files, etc.
. Handled all Human Resources duties, schedules, payroll, incidents,
developed and implemented employee guidelines and company policies.
Merchant 1 Payment Systems
February 2011 - December 2013
HR / Director of Operations
. Executive Assistant to the CEO
. Ensure consistent execution of results in customer service and
profitability through role modeling service oriented behavior, training,
development and accountability
. Directly work with management team and associates to successfully execute
all POS operations
. Strive to continually improve customer and associate satisfaction and
maximize the financial performance in areas of responsibility
. Handled all Human Resources duties
. Developed company's handbook.
. Implemented employee guidelines and company policies.
. Implemented all Florida law compliance.
. Promoted to Director of Operations to oversee all areas of the Operations
Four Points by Sheraton July 2007 -
January 2011
Human Resources Director
. Facilitated training programs for company leaders, as well as non-
management employees, ensuring understanding of Company policies and
procedures including acceptable employment practices, anti-harassment,
corrective action, conflict resolution, affirmative action and discharge
. Conducted exit interviews and communicated appropriate feedback and
trends to business leaders.
. Consulted leaders on performance management to include reviews,
corrective actions, and termination decisions and ensures that all proper
corrective action procedures are implemented where appropriate.
. Responded to unemployment claims and represented the company on
unemployment hearings.
. Conducted HR audits to ensure that all Company policies (such as
documentation requirements, hiring/termination practices, etc.) were
executed consistently and in accordance with Company guidelines.
. Handled compensation and benefits administration, employee safety,
welfare, wellness and health.
. Ensured consistency in the application and enforcement of policies and
procedures and the compliance with all government regulations (EEO, INS,
ADA, FMLA, ADEA, OSHA, etc.) and all Federal and State laws.
. Performance management and improving systems. Organization development.
Responsible for overseeing all service culture training required by
Starwood in the time frame given.
. Provided operations support in other areas where needed (front office,
laundry, PBX, restaurant, sales, etc.)
. Conducted MOD shifts.
Accomplishments
. As member of the safety and security committee -accomplished less than 5
employee injuries reports within a year for workers comp three years
consecutively.
. Maintained "The Top Ten" status for Starwood GSI scores.
. 96% Starwood guest recovery.
. 2008 recipient of Four Points Manager of the Quarter award
Grand Bohemian Hotel January 2002 - July
2007
Human Resources Training Manager
. Responsible for training programs and initiatives which included
conducting new hire orientation, steps of service training and zero
defect philosophy, team building, cultural diversity, sexual harassment
and overall training and development. Responsible for developing visual
aides to be used in the training process (DVD's, posters, power points,
manuals etc.)
. Handled coaching & counseling sessions, progressive discipline, payroll &
benefits administration, interviewing/selection, performance reviews,
worker's compensation etc.
Accomplishments
. Developed hotel's "List of Standard Operating Procedures" for training &
development.
. Developed "How Too" training guides for hotel's LSOP procedures.
. 2006 recipient of Outstanding Leadership Award
The Kessler Collection
Executive Assistant to the Senior Vice President of Operations
. Handled all correspondence, appointments, guest relations, and inter-
hotel communications as well as providing support for the corporate
operations team consisting of several senior corporate executives.
. Used excellent interpersonal skills, professional demeanor and etiquette.
Provided general admin support to business executive, including travel
arrangements and expense reports.
Grand Bohemian Hotel
Office Manager & Executive Assistant to the General Manager
. Served as the key liaison between the General Manager's office and all
department managers, employees, business community, corporate office
and vendors.
. Organized and maintained filing system to be able to retrieve
information efficiently. Managed multiple priorities effectively,
adhere to schedules and deadline in a fast paced environment with a
diverse group of people.
. Managed stressful situations with clear speaking voice, excellent
interpersonal skills and professional demeanor.
. Exceptional organizational, writing and communication skills and
attention to detail.
Accomplishments
. 2002 recipient of Grand Performer of the Month Award
. Researched and implemented the I.T. department for the hotel.
. Helped developed various Customer Service program to accomplished
Starwood Hotels Best in Brand Award for four consecutively years.
Gaylord Palms Resort September 2001 -
January 2002
VIP Services Manager
. Responsible for the 250 room VIP section of the hotel with the
principle responsibility of coordinating all services and requests of
all VIP guests, CEO corporate leaders and celebrities who checked in
to this prestigious section of the hotel.
. Developed the Concierge Celebrity Services Program working closely
with the sales and convention services team, to provide VIP services.
. Maintained schedules, arrivals, departures, transportation and all other
agendas exclusively for our VIP guests solely through our Celebrity
Concierge.
Accomplishments
. 2001 recipient of Best Customer Service provided by hotel department.
. 80% revenue from our VIP section and program
. Most requested program
Portofino Bay Hotel
June 1999 - September 2001
Hotel Manager
. Served as hotel manager in the absence of the General Manager and managed
all staff and functions of the hotel.
. Primary responsibility for the daily operations of the managers on duty,
concierge and the Butlers program and services.
. Handled all VIP guests and services.
. Handled and resolved all guests' complaints
Accomplishments
. Developed the Butler and Concierge programs.
. Created and developed the Butler services and program.
. 2000 recipient of the Manager of the Year Award
Peabody Hotel Orlando
July 1991 - June 1999
Concierge/Hotel Ambassador
. Responsible for providing exceptional service in a luxury hotel
environment.
. During my tenure at the Peabody also served as a front desk agent,
reservation agent, group coordinator, PBX operator and bellman.
Accomplishments
. 1999 Peabody's first and only Les Clef d'Or Concierge
. 1998 recipient of The CFHLA Concierge of the Year Award
. 1992, 1993, 1994 recipient of the Associate of the Month Award
Additional work experience can be provided on request
Professional Training, Certifications & Organization
. Les Clef d'Or - International Concierge Certification ( Bearer of the
Golden Keys)
. Vice President of The Central Florida Concierge Association
. CHT - Certified Hotel Trainer (American Lodging Association)
. PSCT - Property Service Culture Training (Starwood Properties)
. PHR - Professional Human Resources (SHRM)
. Proficient in Microsoft Word, Excel and PowerPoint
Languages
. English
. Spanish
References
. Stuart Newmark - Sr. Vice President : Kessler Collection
. Ivan Rodriguez - I.T. Manager : Grand Bohemian Hotel
. Brian Johnson - General Manager : Portofino Bay Hotel
. Donna Weaver - Office Manager : MCQ Autos
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