Customer Service Manager
Resume:
SONYA KING
Kimberly. WI *****
*********@*****.***
OBJECTIVE
I am looking for advancement into a new area of interest while utilizing the skills I have learned over the past 20 years.
EDUCATION & TRAINING
Communications/Theater
University of Tennessee, Martin Tennessee 1983
Certification in the Marketing of Hospitality
Certification in Front Office Procedures
American Hotel & Motel Association, 1991
EXPERIENCE
Alta Resources – October 2013 – August 2015
I take inbound calls from consumers based on 6their overall experience with the products and service. I take about 40 calls a day.
Customer Service Rep
Johnson & Johnson
Inbound call center
West Business – October 2011 – July 2013
I take inbound calls from Business owners that want to apply for a business credit card. I take about 40 calls a day.
Customer Service Rep
Amex division
Inbound call center
Customer Service
Kelly Services – March 2011 – October 2011
I worked in the Home Depot department with Schneider. I handled about 60 calls a day scheduling pick up and deliveries for Home Depot. I dealt with different venders.
Customer Service Rep.
Schneider Trucking Company
Set appointments for pick ups
And deliveries for Home Depot
Customer Service
Kelly Services –January 2011 – March 2011
I worked in the charitable dollar department at Thrivent Choice. I handled about 60 calls a day. People called in to donate, I made sure that the donation went to the right charity.
Customer Service Rep
Thrivent Choice
Inbound call center
Customer Service
Alta Resources – November 2010 – December 2010
I worked in the Kohls credit card division of Alta. I handled about 60 calls a day for people that wanted to pay their credit card bill or change something on their account.
Customer Service Rep
Temporary Job
Inbound call center
Customer Service
Customer Service – October 2009 – November 2010
I worked in the Prescription Drug Department. I would take calls from people that wanted to change their prescription drug insurance. I handled around 40 calls a day.
United Heath Group, Green Bay, WI
Customer Service Rep
Inbound call center
PDP Employer Group Specialist
Customer Service
Guest Service Manager – November 2007 – April 2009
Village Inn On The Lake, Two Rivers, WI
I was in charge of the front desk and all the responsibilities that went with the title. I handled the guests from check in to check out.
Guest Service Manager
Check In/Check Out
Reservations
Accounts Receivable
Accounts Payable
Customer Service
Guest Service Manager – August 2005 – November 2007
I was in charge of the front desk and all the responsibilities that went with the title. I handled the guests from check in to check out.
Best Western Lakefront Hotel, Manitowoc, WI
Guest Service Manager
Check In/Check Out
Reservations
Accounts Receivable
Accounts Payable
Customer Service
Administrative Assistant – January 2003 – August 2005
Brumell Investigations, Jacksonville, Florida
I handled all of the normal office duties along with making sure that the investigators were prepared when in the field.
Administrative Assistant
Accounts Receivable / Accounts Payable
Prepared Journals for AR/AP
Prepared Investigation Reports for Clients
Customer Service
General Manager - March 2000 – September 2003
Motel Six, Anaheim, California
I was responsible for making sure that the managers of each of the motels where up holding their duties. I reported to the Vice President of Motel Six Inc.
Area Manager
Handled all aspects of the Motels.
Accounts Receivable / Accounts Payable
Front Office Operations
Employee Training,
Hiring and firing of Employees
Employee Reviews
Front Office/Sales & Marketing Manager - Jan. 1990 – March 2000
Ivanhoe Beach Resort, Daytona Beach, Florida
I was in charge of the front desk and all the responsibilities that went with the title. I handled the guests from check in to check out.
Guest Service & Marketing Manager
Accounts Receivable / Accounts Payable
Front Office Operations – Reservations, Room Upgrades, Guest VIP’s,
Group Packages, Employee Training, Development and Management
Marketing/Sales involving tour groups such as Worldwide Canadian Tour Group & River Tours of Canada, International Tours and Extended Stay Residents
Assisted with group activity planning
Strong communication skills regarding difficult guest situations
Effective time management skills which is necessary during peak seasons
Front Office Manager - Jan. 1985 – Jan. 1990
Florida Palms, Daytona Beach, Florida
I was in charge of the front desk and all the responsibilities that went with the title. I handled the guests from check in to check out.
Guest Service Manager
Reservations – check in/out, special guest requests, excellent cash handling
Employee hiring, training, reviews, monitoring, motivating and coaching Marketing & Sales, contact calls to groups, prepare hotel information sheets and maps for surrounding areas, follow up with guest post checkout
Effective time management skills which is necessary during peak seasons
Manage and Update Housekeeping and Maintenance records
Night Audit procedures
ACHIEVEMENTS
Sales and Marketing
Received trophy for excellence in culinary menu design
Communication excellence in group and tour negotiations.
Reservations
Sold and upgraded rooms for thirty baseball teams during spring training regarding two month stays which are now repeat customers, booked magazine groups and was mentioned in magazine for hospitality efforts.
Disaster Relief
Organized hotel employees to prepare food baskets for firemen during Florida fires.
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