Customer Service Manager

ANNIE LACERDA

**** ** **** ***, **********, FL **317 C: 954-***-**** ************@*****.***

Dedicated to providing excellent customer service and making operational and procedural improvements.

Organizing, Scheduling, Assigning, Producing, Achieving, and Attaining goals Ability to handle a great variety of tasks and responsibilities simultaneously and efficiently .

Effective handling of available resources to maximize performance.

Deal efficiently with risks, time pressures or deadlines with confidence and assurance.

Efficient in problem solving and troubleshooting.

Self-demanding, self-starting, and working with minimal supervision.

Deal well with the unexpected or critical, staying positive in emergencies, and a sense of urgency In execution. Strong capability to have creative ideas, improvise, and adapt to any professional situation.

Ability to work towards the success of team or organizations and motivate fellow workers.

Results-oriented manager with diverse background in management and customer service.

Client relations specialist

Reduced staff turnover by 90% in one year by implementing several well-received team and morale-building programs. Played an instrumental role in increasing customer satisfaction ratings index from 35% to75% within 2 years as Customer Service Manager. Managed a 257 room Timeshare resort. Led successful property-wide effort to reduce energy and water consumption. Reduced number of guest complaints by 30 percent.

Guest Services Manager

10/2012 to Current Wyndham Vacation Ownership

Pompano Beach, FL Commanded a presence of respect and humility; while demonstrating the ability to motivate and readily

Conflict resolution techniques

Marketing savvy

Team management

Focused on customer satisfaction

Scheduling

Deadline-oriented

Training and development

Summary

Highlights

Accomplishments

Experience

Microsoft,Mainframe,Focus and Excel software proficiency.

Skilled multi-tasker

In-House Marketing Coordinator Wyndham

Promoted brand awareness within the resort to market our timeshare.

Bar Manager Ruby Tuesday

Supported and trained a team of 5 bartenders.

06/2003 to 01/2007 General Manager D.E.M.O - Anchorage, AK

Assigned employee responsibilities and maintained job descriptions.

General Manager Wet Seal

Supervised 15-18 employees & assisted with professional growth.

Project Manager PROJECT : WORLD

Ensured the overall success of the project.

communicate expectations and follow up. Responsible for the monitoring of rooms inventory, rate and plan availability.

Responsible for hiring, training and retaining all supervised departments.

Provided evaluations, coaching and development for Guest Services Associates.

Created and implemented training and development plans.

Ensured adequate staffing levels for department.

Coordinated schedules, payroll operating budgets,and managed expenses within budget guidelines.

Responsible for monitoring guest satisfaction processes and procedures and ensuring a prompt response to all guest and owner concerns and inquiries.

Going above and beyond my guests and teams expectations, to deliver a wonderful experience.

Qualified, pitched, and booked guests to attend presentations and owner updates.

Improved service quality and increased sales by developing a strong knowledge of company's products and services.

Used sales tactics and techniques to maximize revenue while maintaining guest loyalty and providing excellent customer service.

Addressed negative customer feedback immediately.

Monitored all bar operations including staffing, employee management, and inventory management.

Ensured consistent and outstanding customer service through all bar operations and employees.

Supervised ongoing employee training.

Developed and maintained a salary administration program and paid competitive wages.

Planned for and provided opportunities for employee advancement and development.

Increased floor sales by 5% by implementing rigorous marketing campaigns.

Handled customer concerns expeditiously while maintaining a constant work flow.

Developed a reporting schedule for district managers that included a S.W.O.T analysis.

Acted as a catalyst to resolve project problems and conflicts.

Assessed strengths and weaknesses at project completion and applied knowledge gained for next project.

Ensured that teams involved were informed as early as possible when new projects arose.

03/2010 to 09/2012 Pompano Beach, FL

02/2007 to 12/2012 Pompano Beach, FL

02/2000 to 03/2003 Anchorage, AK

01/1996 to 09/1998 Moscow

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