Customer Service Sales

PAMELA S. HERRELL

*****, ******* ****, **. *****

POB

702-***-**** mobile - ******.*********@*****.***

SENIOR MANAGER –

HOSPITALITY / RETAIL / BUSINESS OPERATIONS

Operations Manager / Inventory Control / Team Management / Delivering Results

Professional whose focus is on Customer Service Relationships, Solutions and Process Efficiencies. A

background in Customer Service, Management, Retail, Food & Beverage, Hospitality, and as a Business

Owner, are business strengths that afford me a unique breadth in my career history tool belt. I have been

successful in adapting quickly to any position I have been appointed to or brought onboard for. A dynamic

professional with progressive experience leading and supporting financial operations and system

technologies for hospitality and retail industry. Self-starter with proven ability to adapt and drive results

in changing, deadline-oriented environments. Successful at directing teams in Go Live openings, audit,

sales, service, and warehouse/inventory. Experienced in analyzing inventory/sales trends to identify and

capitalize on market opportunities. Highly effective leveraging key relationships, resources, and system

technologies to deliver maximum performance and profitability across operations. Open for relocation.

MBA - Finance.

CORE LEADERSHIP COMPETENCIES

Business Operations Inventory Accounting / Retail/Sales Management

Customer Service & Support Purchasing /Marketing

P&L Accountability Logistics Scheduling/ Food & Beverage /Hospitality

Leadership & Team Dispatching Staff Training & Development

Collaboration Marketing & Advertising Technology Management

Trend Forecasting & Strategies Vendor / Customer Relations

Analysis Project Management Facilities Maintenance

Management

NCR – Hospitality Local Office Las Vegas

(Formerly Forum Systems Group)

Director of Operations

Hospitality Local Office Las Vegas

• Managed daily operations for Hospitality Local Office supporting 300+ client (restaurant, bars,

and clubs). Provided direction and managed sales, service, installation, projects and

implementation for the Aloha POS system for a global Fortune 100 company. When I started with

Forum Systems Group (now NCR) successfully implemented strategies to increase bottom line

profits. I implemented successful processes for the developed of strong customer relationships to

maintain high client retention and satisfaction, oversaw/managed monthly cycle inventories,

maintained JIT inventory levels, scheduled business logistics as required (all incoming and

outgoing shipping, receiving and warehousing), tracked all WIP for projects, provided guidance

and validation to clients on best system equipment for their business applications, planned and

scheduled customer support calls and follow up services, explained project scope of work and

closed sales for service contracts and add-on systems equipment, reviewed, approved and

processed payroll and expense requests for staff, monthly review and evaluated facility

maintenance records and requirements, scheduled repairs as needed, negotiated office lease

contracts.

• Experienced in Cyber shift/Sum Total - Payroll, NetSuite - Accounting, Command Center –

Central Support, ITSM, GEMS, and EAutomate – Service Tracking/Billing.

Responsibilities/Highlights:

• Responsibilities for transitioning office after NCR acquired business - execution of the new local

office strategy to align to our people, culture, values and growth vision.

• Implemented structure and development, and managed a team of including Sales, Service,

Support and Administration.

• Shared vision, inspiration and leadership direction to all functions of the business to grow

profitability.

• Worked on team development, to inspire and motivate sales team and cross-functional team

through passionate leadership.

• Optimized Profits through controlling costs and keeping project scope of work on track

• Worked with GM on meeting assigned financial objectives of revenue, profit, cash flow, cost

management, while following company defined business practices

• Understand principles of change management and applied appropriately to prepare, introduce and

manage change within the organization

• Worked with GM to develop strategy for the assigned geography for the internal and external

client.

• Helped to develop and subsequently implement new projects, policies and procedures for the

assigned geography to meet sales revenue and profit objectives.

• Executed perform management reviews, which includes evaluating performance, establishing

performance goals, coaching performance and implementing effective development plans.

• Build good business networks and relationships at all levels. In this position I worked effectively

with other NCR organizations as well as individuals in other functions.

• I provided customer satisfaction for all client account within the region by maintaining strong

loyal relationship with our diverse customer base.

• Provided excellent service support and care.

• Worked with the management team to ensure consistent proactive and reactive technical

responses to customers throughout the assigned geography.

FONTAINBLEAU RESORT & CASINO LLC – Las Vegas, NV

Business Analyst POS / SAMMS Administrator

In the role of System Database Administrator for the Sourcing and Materials Management Software

(SAMMS) – Redrock, for the premier luxury resort and casino, my responsibilities included

training business users, (FOH users to Purchasing team) in creating order requests, turning

requests into orders, PO creation, vendor ordering, receiving and closing fulfilled orders.

Preformed UAT, oversaw system configuration, item data creation, reports audits, system

maintenance, and training.

As a Business Analyst collaboration with business owners to identify and evaluate company system

requirements and vendors to support properties at Miami Beach and Las Vegas was a primary

focus. Provided system selection support including researching data and preparing reports to assist

in cost/benefit decision analysis.

Responsibilities/ Highlights

• Served as part of a Task Force Team responsible for creating F&B policies and procedures as part of

establishing inventory control, warehouse, and purchasing departments for a new Miami property.

• Analyzed and documented costs, features, and benefits of POS systems to provide key decision

makers the ability to evaluate and select the most efficient, low-cost system that met company needs.

• Implemented an integrated system database to track and manage food and beverage (F&B) purchases

and financial reporting / inventory requirements across operations key to maintaining profitability

goals.

• Improved purchasing performance through the training of core vendors on the aspects of the AECSoft

system ensuring complete understanding of a bidding process used with the Red Rock purchasing

system.

BELLAGIO RESORT & CASINO – Las Vegas, NV

Cost Accountant Supervisor / Food & Beverage Analyst/ F&B Finance -

Cashier

Served in the role of Cost Accounting Supervisor and F&B Analyst for a world-famous resort and casino

business.

In the role of Cost Account Supervisor oversaw inventory accounts, inventory levels, and reviewed

inventory variances, identified and resolved discrepancies. Responsibilities included h iring, supervising,

and training staff in the roles of audit, delivery/runners, and order checkpoint. Primary project was the

weekly physical inventory of a $40 million dollar wine inventory (retail). Lead a team of 6 to 8 to

accomplish the inventory in all restaurant and satellite wine vaults. Reviewed daily wine sales and

exceptions.

In the role of F&B Analyst, responsibility included supporting the Director of Food and Beverage, supply

financial reports to F&B GM’s and Chef’s on a daily basis. Collected and analyzed business volumes,

trends, and forecasts in support of F&B operations. Generated labor productivity reports and periodic

forecasts. Primary project was as the property power administrator for InfoGenesis POS. Maintained front

of house interfacing functions, built and maintained databases for all Food and Beverage outlets – 27+

outlets, QA tested of all functions, worked in tandem with IT to maintain the system hardware. Lead a

weekly meeting for all company power users at all MGM properties.

Responsibilities/ Highlights

• Protected company assets by tracking and managing the accounting and movement of F&B

inventories from warehouse to food and beverage departments, ensuring minimal disruptions in

operations.

• Established monthly sales forecasts and labor schedules to maximize resources

• Planned and coordinated monthly physical inventory counts for 10 wine warehouses, investigating

and explained inventory variances and trends for a $40 million (retail) monthly wine inventory

balance.

• Led the development and maintenance of a database with POS interface to track and research

inventory variances and requisition adjustments / updates for wine inventories across various outlets.

• Reviewed and distributed departmental P&L statements to senior management team, providing

detailed analysis explaining variances and discrepancies in outlet charges.

• Provided critical support in the installation, configuration, and administration of a POS system (Info

Genesis) that including maintaining menu item screens, printer functions, and report output.

WILD BIRD UNLIMITED – Clinton, WA

Vice-President, Owner

As Senior Executive for an outdoor nature products company responsibilities included the accountability

for the P&L, vendor management/procurement, AP / AR functions, marketing, sales, customer

relationship management/loyalty retention, trend analysis/forecasting, inventory management, and loss

prevention. Oversaw and directed physical store build out, acquired government permits, and designed

and implemented advertising strategies. Negotiated contract terms for vendor contracts.

Responsibilities/ Highlights

• Achieved 90% customer retention by establishing and maintaining strong community relationships.

• Developed strong vendor (50+ suppliers) relationships and vetted good product lines.

• Created and managed a CRM database to provide a premium experience for our Nature Enthusiasts.

• Consistently delivered strong profit margins and market growth by analyzing inventory and sales

trends.

• Generated significant sales growth by devising and executing marketing and advertising strategies to

maximize brand awareness and market exposure for company’s outdoor nature product lines.

EDUCATION

• M.B.A. (Finance), Baker College for Graduate Studies, Flint, MI (Honors)

• B.S. B.A. Management, University of Nevada – Las Vegas, Las Vegas, NV (Honors)

• A.S. in Management, College of Southern Nevada, Las Vegas, NV (Honors)

Personal Interests

Volunteer – American Red Cross Southern Nevada (ARCSN)

• Disaster Assessment Team (DAT) Member for Boulder City and Las Vegas area

o Member of the ARCSN Logistics Team – Purchasing, Supply, Transportation

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