Customer Service Manager

Sharlene Mckelvy

**** *. ****** **, ************, PA 19140 Home: 215-***-**** • Cell: 215-***-**** ***********@*****.***

Results-driven customer service management professional with extensive years of experience ensuring problem resolution, achieving customer satisfaction, and building retention in the hotel environments. Open and clear communicator at all levels with demonstrated strategic vision and disciplined execution. Highly skilled in addressing customer concerns with speed, accuracy, and the utmost professionalism. An unwavering commitment to customer satisfaction, with the ability to build productive relationships, resolve complex issues, and win customer loyalty.

Customer relations

Project management

Quality assurance

Conflict resolution

Rooms Division Manager, 08/2008 to 11/2013 Best Western Center City Hotel - Philadelphia, PA Maximized quest satisfaction by greeting 80+ guest daily and resolving any service issues promptly and with a positive attitude.

Trained, coached, and mentored staff to sure smooth adoption of new customer service program.

Resolve escalated customer issues quickly to uphold strong customer relations.

Ensure optimal productivity to maintain high quest satisfaction levels through development and implementation of training programs.

Set high quality standards of service and presentation to meet quests' needs and exceed expectations.

Front Desk Manager, 05/1999 to 08/2008 Best Western Center City Hotel - Philadelphia, PA Monitored room availability using visual matrix

Created training manuals targeted at resolving even the most difficult issues.

Managed the front desk staff making sure all credit card transactions were correct during checkout process.

Monitored the appearance and performance of the front desk staff.

Fostered strong working relationships with all hotel departments.

SUMMARY

HIGHLIGHTS

EXPERIENCE

Hospitality expertise

Needs assessment

Effective problem resolution

Team leadership

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