Customer Service Manager
Resume:
Falana A Martin
Seat Pleasant Md, 20743
202-***-****(Cell)
*************@*****.***
OBJECTIVE/SUMMARY:
Provide Administrative as well as Customer Service Support with professional experience working in
fast paced environments, demanding strong organizational, technical, management and interpersonal
skills. Highly trustworthy, ethical, and discreet; committed to superior office service. Confident and
poised in interactions with individuals at all levels. Detail oriented and resourceful in completing
projects; able to multitask effectively.
Professional Strengths:
Budget Planning Cost Control
Staff Training and Development Revenue Management
Team Leadership and Mentoring Customer Service
Career History
7/2014 Present
CFED (Corporation for Enterprise Development)
1200 G. St NW Suite 400
Washington DC
Donnise McWeay (Office Manager) 202-***-****
Receptionist
Greet Clients and Visitors by providing a first impression of the company with a neat and
professional appearance, eye contact and by greeting each individual upon arrival.
Answer telephone and direct inquiries to appropriate staff members
Perform data input, and provide administrative and clerical tasks as needed
Reconcile and submit monthly AMEX Expense Reports for staff members and process invoices on a
daily basis
Set up meeting rooms for Internal and External Meetings
Sort and process incoming and outgoing mail, as well as FedEx packages when needed
Maintain clean and in order Office Space
8/2008 7/2014
Morrison Clark Historic Inn and Restaurant
1015 L. St NW
Washington DC
Mohamad Taha (General Manager) 202-***-****
Front Office Manager
Supervise, monitor, counsel and discipline the job performance of front office employees ranging
from Front Desk Clerks, Night Auditors and Bellmen
Oversee interviewing and hiring for all departments
Responsible for monitoring Front Office Budget by maintaining a savings in cost by 8%
Train and develop new and existing employees
MOD on weekends and whenever needed
Responsible for greeting incoming guests; complete arrivals and departures for the day; ensuring
that guest invoices are correct, make hotel and restaurant reservations; assist guests with inquiries
during their stay
Monitor Adjustments and discrepancies through the Accounting Office, ensuring that all open
balances are closed and daily actual is maintained
Reconcile Expedia Accounts
Responsible with reconciliation of daily arrivals
Attend weekly revenue meetings, keeping a weekly analysis of star report
Confirm all daily activities and functions in Morrison Clark Restaurant and perform all essential
duties when necessary
Complete daily walk through of hotel rooms with Housekeeping department ensuring that all rooms
are within company standard. Responsible for providing assistance when short staffed.
Monitor and create responses with Trip Advisor and Expedia
Knowledge of Micros and Springer Miller Systems (SMS)
3/2006 8/2008
Doubletree Guest Suites
801 New Hampshire Ave NW
Washington DC
Kim Binsol (Front Office Mgr/Asst. GM) 202-***-****
Front Office Supervisor
Prepared weekly front desk schedule for employees
Handling guest complaints
Train new employees
Making sure that all assigned paperwork is accurate and complete
Cash handling
Greet incoming guests
Make hotel reservations and check in guests
Complete due outs for the day
Book bus and trolley tours for guests
Assist guests with inquiries during their stay, which included making sure that their suites, were
fully equipped with enough linens, towels, and toiletries, giving directions around the city, providing
information for local restaurants and nightlife
Assisted in working the night audit
Assisted the Front Office Manager with duties regarding the front desk (ownership of the posting
and management of Net Direct payments and the handling of H Honors Reimbursement Submittals)
Knowledge of OnQ and System 21
4/2005 3/2006
Bank of America
700 18th St NW
Washington DC
Decreta Meely (Head Teller) 202-***-****
Professional Bank Teller
Made cash and check deposits for customers
Handled cash withdrawals
Made payments on credit cards, loans and mortgages
Responsible for processing money orders and cashier’s checks
Always pleasant and cordial to customers. Always greeted customers with a smile
Education: Forestville High School, Forestville Md, 1995 (GPA 3.0), currently enrolled with Capella
University to receive Bachelor’s Degree, majoring in Business Management.
Technical Skills: Microsoft Word, Microsoft Windows, PowerPoint, Outlook, Springer Miller System
(SMS), ONQ, System 21, Micros
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