Customer Service Manager
Resume:
Sabrina
Garner
PROFESSIONAL SUMMARY:
Multi-faceted, efficient & reliable Manager with 10 + years'
experience delivering success through effective use of
leadership skills, maintaining a high level of
professionalism, patience and efficiency to minimize
customer dissatisfaction and increase customer loyalty
and sales
HIGHLIGHTS:
Proficient with Microsoft Office Suite High customer service
standards
Negotiation competency Conflict resolution proficiency
Customer service management expertise Dedicated to Process
improvement
ACCOMPLISHMENTS:
Exceeded corporate target for Sales for 7 months in a
row
Exceeded corporate target of established floor goals for
12 months in a row
Awarded Supervisor of the 1st half of the year, 2013
Increased Rooms revenue 3 months in a row, 7 months in a
year
Sold $50,000 in food and beverage above forecast/budget
Experience:
Manager of Training and Quality 2/2014 - PRESENT
Pisa Group Inc. - Call Center
Duties include but not limited to:
. Play a hands on role in the Customer Service Call Center
related to training and quality; collaborate with the
Director of the Call Center and management team to
assure standardization, communication, calibration, and
consistency
. Enhance the Quality Monitoring evaluation methodology,
including forms, calibration, and feedback process
. Assure regular and consistent calibrations with all
teams
. Spearhead analysis, design, and development initiatives
related to the new hire, refresher, and staff
development training needs of CSR
. Manage the creation and maintenance of all training
templates
. Establish Metric for new hire team
Group Operations Supervisor 11/2009 - 11/2013
Agero - Call Center
Duties include but not limited to:
. Supervise Supervisors progress and development
. Establish training process for all new hire agents
. Establish Metric for new hire
. Change management
. New hire retention
. Manage call center daily operations
. Facilitate training for Momentum Coaches/Leadership
. Track Momentum Team monthly/weekly progress in scorecard
metrics/sales
. Facilitate Bi monthly coaches calibration sessions
. Member of the QA Council
. Member of Corporate giving - Serving Committee
. Identify team outliers and work with coach to establish
plan of action
. Provide Floor support
. Monthly fun at work activities - incentives
. Monitor and evaluate calls and offer feedback
. Coach and develop momentum coaches and associates
. Handle escalated calls
Front Office Manager/ Supervisor 1/1994 - PRESENT
Staybridge Suites/ Walmart/Wyndham Garden/Comfort Suites/ Hilton
DFW/Westin River North/ Renaissance Chicago/
Duties include but not limited to:
. Manage/Hire/Train Front Desk and Night Audit Staff
. Manage Revenue based upon competitive set
. Determine room rates for group sales
. Generate Rev Max Report for revenue meetings
. Manage rate parity for third party internet booking
sources
. Staff scheduling
. Ensure positive experiences for guests
. Coordinate guestroom billing
. Manage all guest complaints, comments, and/or
suggestions
. Correct and submit payroll for guest service agents
. Maintain service goals
. Implement up-sell programs and incentives
. Ensure all policies and procedures are observed during
shift
Convention Services Manager / meeting planner 9/1998 - 1/2008
Radisson Dallas Love Field/ The Q Center/ Allerton Crowne Plaza/
Fairmont Hotel Chicago
Duties include but not limited to:
. Managing Corporate, Educational, and Associations'
meeting, seminars, conferences and conventions
. Negotiating contractual term and conditions for
meeting space
. Selling and up selling food and beverages
. Corresponding with client via email, telephone, fax,
and mail
. Supervise meeting room setups
. Coordinate guestroom billings
. Managing group rooms
. Generating reports to establish group pickup,
attrition, rooming lists, schedule of events, and but
not limited to, group billing
. Assisting with preparing budget and forecast
EDUCATION:
Memphis State University Memphis, Tennessee
Business Administration, 1988-1990
HIXson High school Hixson, Tennessee
Diploma Received, 1985-1988
References: Available upon request.
7500 Rolling Brook Dr apt 1308
Frisco, TX 75034
*************@*****.***
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