Customer Service Sales

N ICOLA C HAMBERS-HOLDER

** ****** *****. ****** *********, CT 06066 860-***-**** **********@*****.***

Objective

Dedicated and hardworking grad-student with a strong academic foundation and over 10 years of combining

management a nd customer service expertise, eager to launch a career i n human resource management in a fast growth

c ompany.

Education

MASTERS DEGREE 5/2015 Southern New Hampshire University

Major: Industrial/Organizational Psychology

Have completed 36 credits- Current GPA of 3.83

Related coursework: Theories of Personality, Psychological Testing and Assessment, Ethics Code, and Research Methods

Skills learned: Apply psychological principles and theories to human behaviors in the workplace. Conduct research and develop

training programs on increasing workplace productivity, product testing, and selecting the best-suited employees for particular

jobs.

BACHELORS DEGREE 6/2007 UNIVERSITY OF HARTFORD

Major: Politics and Government

Awards: Magna Cum Laude and Pi Sigma Alpha

Skills & Abilities

Leadership and Management Critical and Analytical

Excellent and Verbal

Computers and Electronics

Interpersonal Conflict Management

Problem-solving

Sales

Organization and Research Negotiation

Multitasking and Communication Proof-reading

Experience

Marketing Communication Specialist Verizon Wireless 6/2007

8/2013

Attended and participated in conferences, community events, and promotional events related to company's products and

services. Developed positive relationships with those individuals, including through responding to questions, criticisms, and

demands.

Developed communications materials, presentations, conducted research, and developed promotional mailers to promote

awareness of new promotions, products, and technologies. Take inbound calls/make outbound calls.

Awarded #1 sales person in CMO Northeast; reduced costs; enhanced efficiency and organization. Increased customer

satisfaction; improved staff morale and training; brought in new customers and retained existing business.

Night Auditor/Manager Days Inn 2/2002

4/2006

Prepared daily audit reports by collecting and summarizing activity, settlement, and discrepancy data and trends; proofing and

distributing reports.

Inspected account books and accounting systems for efficiency, effectiveness, and research, and correct discrepancies.

Organized and verified information; identified and correct discrepancies; post accounts; Run and distribute daily reports;

Maintained internal controls.

Protect assets by ensuring adherence to internal control policies and guidelines. Maintain computer system by monitoring

system performance; Troubleshoot breakdowns; calling for repairs; resetting system for next day. Register guests by obtaining

or confirming room requirements;

Verified pre-registration; assigning rooms; obtaining information and signatures; issuing door cards; verifying credit cards or

obtaining cash; providing directions to room. Maintained safe work environment by following organization standards and legal

regulations;

Awarded certification for customer satisfaction; numerous letters of commendation for excellent service; employee of the

month recognition.

Front Office Supervisor Hilton Hotel 1/1998

2/2002

Followed up with guest regarding satisfaction with guest-related issues. Processed all guest check-ins by confirming

reservations, assigning room, and issuing and activating room key. Process all payment types such as room charges, cash,

checks, debit, or credit.

Anticipated sold-out situations and obtain satisfactory alternative accommodations when the property cannot accommodate

guests with reservations. Review shift logs/daily memo books and document pertinent information in logbooks.

Assisted management in training, motivating, and coaching employees; served as a role model and first point of contact of the

Guarantee of Fair Treatment/Open Door Policy process. Reported accidents, injuries, and unsafe work conditions to manager;

completed safety training and certifications.

Created an award-winning team; increased employee morale, guest satisfaction; completion of daily tasks in Front Office

operations, outstanding guest service and financial profitability.

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Front Office Supervisor Ramada Inn 2/1993

1/1998

Assigned work and supervised team member performance in all Front Office procedures including, but not limited to, guest

check-in and check-out, lobby traffic and flow, luggage assistance, telephone operator services and determining room rates and

availability.

Responded to guest inquiries and resolved issues and complaints in a timely, friendly and efficient manner.

Supported and assisted team members in handling guest inquiries and requests and in resolving guest complaints.

Scheduled, assigned daily work, lead pre-shift meetings, informed and trained team members.

Monitored, observed and assisted in evaluating team member performance.

Monitored lobby traffic and adjusted staffing accordingly.

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