Matthew T. Fulp
League City, TX 77573
Cell: 832-***-****
Email: *******.****@*****.***
PROFILE
•Dedicated customer service specialist with over 18 years’
experience.
•Self-starter with strong problem solving and organizational
skills.
•Demonstrated ability to handle difficult situations with tact.
•Skilled in analyzing a task and breaking it down into
manageable pieces.
EXPERIENCE
Independent Sales Representative (September 2014-Present) Jostens, Houston, TX
•Successfully manage all existing accounts (schools) in the east
Houston area by providing exceptional customer service.
•Responsible for growing the territory by selling yearbooks and
yearbook products to new schools.
•Make sure that all existing accounts renew each year and are
satisfied with the service and Jostens products.
Front Office Supervisor (April 2013-September 2014)
Union Station Hotel, Nashville, TN
•Responsible for interviewing, hiring and training a successful
front office team.
•Oversee all day to day operations at the front desk and make
sure all operations were performed up to Marriott standards.
•Schedule and forecast labor at the front desk to keep front
office department within budgeted margins.
•Conduct regularly scheduled front office meetings to assure
that all team members are current on Marriott procedures and
property performance goals.
•In charge of making sure all guest issues and concerns are
handled in a professional and satisfactory manner.
Front Office Manager (October 2011-April 2013)
Embassy Suites Nashville South/Cool Springs, Franklin, TN
•Coordinated schedules, payroll and expenses to meet or fall
below budget.
•Ensured that all accounting transaction and cash handling
procedures are in compliance with corporate audit standards.
•Conducted regular monthly meetings with members of the front
office and communicated to the team how to address current
initiatives and long term goals.
•Recruited, hired, trained and retrained associates for
all supervised departments.
•Performed associate evaluations; provided coaching and
development strategies and plans
•Assisted housekeeping in day-to-day activities.
•Monitored guest satisfaction processes, and responded to guest
concerns and inquiries.
Guest Service Representative (Lead) (May 2009-October 2011) Union Station Hotel, Nashville, TN
•Accountable for making sure all guest request and difficult
situations were solved and taken care of in a satisfactory
manner.
•Liable for making sure all billing discrepancies were corrected
and clarified for accounting.
•Responsible for completing and making sure the daily accounting
balanced for the property on the weekends and in the absence of
the lead auditor.
•Helped the hotel achieve the highest customer service scores
since being owned and operated under Turnberry and Associates
Management Corporation.
•Was awarded the honor of associate of the quarter for the first
and fourth quarters of the year 2010, which lead to being named
associate of the year.
Assistant General Manager (May 2008-May 2009)
Hilton Garden Inn, Nashville, TN
•Hired, trained, and supervised a successful hotel staff that
enabled the property to effectively pass the quality
assurance inspection for the first time under the ownership of
Platinum Hospitality Corporation.
•Managed all functions of the accounting system and was
efficient in collecting over $75,000 in aging debt.
•Oversaw the day to day operations of the hotel and supervised
the property in the absence of the general manager.
•Prepared the weekly and monthly property activity reports for
the vice president of operations.
Customer Service Call Center Representative (May 2007-April 2008)Colonial Life, Columbia, SC
•Provided policyholders help in clarifying benefit and product
information.
•Assisted clients in filing claims and clarified claim
finalizations.
•Explained the functions of the billing cycle to insurers and
plan administrators.
Assistant Front Office Manager (August 2003-May2007)
Embassy Suites, Greensboro, NC
•Consistently met front office budgeting goals and often
exceeded expectations.
•Instrumental in developing better ways to help work flow due to
extensive knowledge of the Hilton
system.
•Accountable for training and developing guest service
representatives.
•Assisted sales and reservations departments in meeting goals
for maximizing revenue.
•Became the designated manager on duty five nights a week
appointed by the general manager.
EDUCATION Bachelor of Arts and Science, Communications
University of North Carolina Greensboro,
Greensboro, NC (2007)