Customer Service Manager
Resume:
Orlando, FL *****
PROFESSIONAL ABILITY
Highly experienced Administrative Manager professional with financial management proficiency. Customer
relations expert able to handle a high volume of needs a fast- paced environment, with minimum supervision,
while maintaining emphasis on the highest quality of consumer service. Excellent listening skills, oral and written
communications. Comfortable in interacting with all levels of the organization and public. Excellent problem
solving and negotiating skills. Able to make decisions independently and quickly with minimal escalations. Self-
starter, capable and effective in all echelons of the organization. Known for taking initiative and skilled at meeting
challenges and deadlines. A team player who is attentive to detail and produces quality results. Computer
proficient.
EDUCATION
University of Puget Sound, Tacoma, WA --- Pre-Med (1977 – 1978)
Morris County College, NJ, --- Computer Science (1978)
Montclair State University, NJ --- Computer Science (Spring 1981 & Fall 1986)
Computer Processing Institute (CPI), NJ --- Business Computer Programming (July 1982)
Certified Chimney Sweep, National Chimney Sweep Guild (February 1995)
American Red Cross Infant/Child CPR (May 1995)
Food Safety Manager, The National Registry of Food Safety Professionals (December 2002)
COMPUTER SKILLS:
Windows Applications, MS Office including Word and Excel, Microsoft applications, HSS, MSI, WINPM,
Myhms3, Jaguar, Fidelio, Nitevision, Fosse, Galaxy/Lightspeed, RCC, Brilliant, Movers Who Care, DacEasy
software including payroll, Chimney Industry related Programs, WInfax, Outlook, FileMagic, Eurolight,
Netscape, as well as other online programs, and additional hospitality programs including those for Food and
Beverage, Movies, and Phone systems.
WORK HISTORY
Metropolitan Resort Orlando, FL October 2013 – April 2014
Front Desk Manager/Assistant General Manager
Oversee the front desk staff. Initialize and train the staff. Verify all the information and transactions performed
during all three shifts. Make the necessary corrections. Make sure that all the reservations were in the system
(everything is input manually). Helped housekeeping with scheduling, purchasing, purchased for the continental
breakfast, oversee every aspect of the hotel operations, payroll, hiring and firing.
5709 Ridgeway Drive
Orlando, FL 32819
Sheraton Orlando Downtown Hotel Orlando, FL July 2011 – August 2013
Night Audit Supervisor
Perform night audit using Galaxy/Lightspeed as well as supervisor and implement new policies of the hotel.
Keep accurate records of what transpired during the night. Keep the Standards of Sheraton and working
knowledge of SPG Program.
Night Auditors of America, Inc. Orlando, FL December 2005 - July 2011
Supervisor/Night Audit
Performing the night audit at various different accounts using with various software. Supervisory duties for Night
Auditors of America; employee training and acting MOD (Manager on Duty). Work schedule is 7 nights a week.
I can be anywhere from a Fairfield Inn to Bay Hill Lodge to Celebration Hotel to Star Island Resort to the Grand
Bohemian.
Pg. 2
Holiday Villas Kissimmee, FL March 2006 - November 2008
Front Desk/Weekend MOD (Manager on Duty)
Part time Saturday and Sunday AM shift. Direct Billing, Reservations as well as regular Front Desk duties and
handling of complaints and other issues from guests.
Howard Johnson International Drive Orlando, FL June 2005 - January 2006
Night Audit
Full Time night audit using MSI and the Brilliant. Working for the last 5 months 7 nights a week.
Travelodge Convention Center Orlando, FL December 2004 - July 2005
Relief Night audit
Auditor for two separate hotels on one property using the HSS System
Ramada Inn International Drive Lakefront- Orlando, FL February 2003 - June 2005
5709 Ridgeway Drive
Orlando, FL 32819
Front Desk/Night audit
Worked all three shifts using WIN PM including audit. Final responsibilities were the full time audit sometimes 7
nights a week as needed. Entering in reservations, help train the new staff for the front desk, correction of errors
in the computer. Helped with the reorganization of hotel staff and management required by several changes and
new Franchise.
Two Men and a Truck Orlando East Orlando, FL October 2002 - January 2003
Customer Service
Liaison with potential customers, quoted rates, scheduling relocations/moves, preparing paperwork for the various
trucks related to the moves, Logistical coordination of for the field, preparing paperwork for the accountant,
processing invoices and credit cards.
Ramada Limited Universal Area Orlando, FL September 2001 -
September 2002
Assistant General Manager
Oversaw the complete operation of the hotel including payroll, employees’ schedules, hiring and firing, internal
accounting, writing checks, setting rates, dealt with the Franchise personnel, handling of guests and their issues,
taking shifts at the front desk, all correspondence, promotions, sales, purchasing, maintenance, all aspects
involving the operation of the hotel.
Stone House of Max Schuster, Inc. Rochelle Park, NJ June 1999 - July 2000
Office Manager
Coordinate all incoming correspondence to the company by fax, E-mail, etc, electronically file all
correspondence after distribution, faxing replies, virus detection, personal assistant to the Vice President, all
correspondence with clients and suppliers both in the US and overseas.
Certified Chimney Contractors, Inc. Denville, NJ January 1986 - June 1999
Office Manager
Supervision and training of office staff, oversaw technicians and dispatched required, reviewed employment
applicants, telemarketing, customer service, created office computer operations, data entry,, scheduled
appointments, bookkeeping (accounts payable and receivable), invoicing, payroll, obtaining town permits,
coordinated with town officials, handled issues with IRS and government related to taxes., customer relations.
5709 Ridgeway Drive
Orlando, FL 32819
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