Customer Service Manager

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)

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