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Customer Service Manager

United States
December 22, 2015

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PO Box **** Greensboro, NC *****

Cell: 336-***-****


Organizational Development Strategic Planning Civic Minded Systems Oriented

Team driven, decisive, leadership driven to create opportunities and results with an extensive track record of success in all facets of the hospitality industry, including sales, marketing, operations, budgets, internal controls, and succession planning. Highly-developed ability to bridge gaps, ensure mutually beneficial relationships, and known for playing an instrumental part in guiding owner, customer, and associate interests in a progressive manner. Additional capabilities include:

*Human Resources *Company Spokesman *Due Diligence

*Public Relations *Vision Development *Internal Control

*Business Development *Sales Implementation Specialist *Strategic Networker

Professional Experience

Carver Hotel Group Atlanta, Ga 2015-Present

A Hospitality Consultant specializing in operating distressed properties without General Managers to seek measures to enhance customer service, profitability, brand standards, renovation projects, and additional projects deemed critical to ownership relations and expectations.

WCP Communications 2013-Present

WCP Communications is a pro creative marketing and public relations agency designed to turn ideas into reality and ensure the necessary branding and message are received timely. As the Implementation Specialist, objective is the development, execution, and implementation to a diverse set of clients and missions. Our specialty include message marketing, brand strategies, legal focus groups, political strategical measures, and training and brand management.

CN HOTELS Greensboro, NC 2010-2015

CN Hotels is multi-branded owner operator of mid service and select service hotels. Developed in 1994, CN Hotels has progressively grown into a well positioned company with assets throughout the Southeast. Known for quality, staff development, and exemplary hotels, the company enjoys a well deserved reputation throughout the hospitality industry.

Regional Director of Operations

*Directly manage a portfolio of 5 hotels under varying flags in the Triad strategically positioning towards successful financial, operational, and franchise directives and objectives. Total revenues of portfolio were in excess of 8 million annually.

* Directly responsible for managing a portfolio of active and new corporate accounts to ensure proper placement within direct and indirect portfolio.

*Define and execute upon a deliberate process of developing bench strength within the organization to ensure continued personnel force with the ability to place the company in a strategic advantage within the competitive set.

*Actively involved on a number of boards and associations with a direct path to a circle of influence with key decision makers.

*Instrumental in developing, maintaining, and strengthening relationships with Senior Management and key decision makers to increase top line revenues.

*Identify and execute a culture of expectation to enhance the value of the organization from a physical plant, inspection results, and improved internal performance.

*Serve as the spokesperson on a variety of community initiatives, development due diligence, and political relationship enhancements.

* Successfully negotiated multiyear agreements with clients such as Greensboro College, Ricoh, Blythe Development, Harris Steele as well as numerous group contracts throughout my portfolio.

Have developed progressive relationships with senior management companies such as Timco, Fairway, Cone Health Systems, Greensboro College, Greensboro Partnership, and Downtown Greensboro Inc. Additional company involvements available upon request

ASHFORD SUITES HOTEL High Point, NC 2004-2010

A select service independent boutique hotel centrally located in the Triad Area, the Ashford Suites Hotel successfully developed a niche of quality upscale hospitality experiences in an atmosphere of extraordinary elegance

General Manager

*Represented out of state owner as a direct representative in the strategic growth of the asset

*Successfully oversaw direct growth in revenues from a baseline of 1.4 million to over 2 million on an annual basis.

*Represented the hotel in a number of community based initiatives that specifically favorably the exposure and reputation of the hotel as a specialty and unique boutique hotel in the Triad.

* Developed a progressive and forward thinking staff resulting in the ultimate promotion of several associates in high profile and leveraged positions of authority.

*Controlled costs through a streamlined impact of shared services, removal of duplication and wasteful performances, and a successful line by line focus towards areas that did not meet the criteria set forth by the mission of the hotel.

HUDSON HOTELS Various Locations in NC 1999-2004

General Manager

*Developed the reputation of a turn- around specialist as evidenced by the assignment to four under-performing hotels.

* Specific targets to improve the performance of hotels through a specific top line strategy to develop price structures, a sales presences, and community relations to enhance the property’s reputation and standing.

* Successfully implemented structure, internal solutions, and overall company mandated controls as evidenced by improved internal inspection results, franchise required results, and all state and local required standards.

*Successfully took one property from the realm of losing the franchise agreement and within a six month period positioned the hotel in a brand satisfied standing.

*Successfully improved the top line and net income results in all properties assigned thru specific results to control wasteful spending, proper staffing guides, and focused training to ensure sustainable efficiencies. Measures implemented successfully reduced turnover, enhanced associate morale, and generated overall results in key metrics.


*Foster Friends of NC 2009-Present

*Workforce Development 2011-Present

*Hayes Taylor YMCA 2011-Present

*Guilford College Board of Visitors 2011-Present

(Chairman) 2015-

*Greensboro Sports Council 2014-Present

*Junior Achievement 2013-Present

*Leadership Greensboro 2005-2006

*Program Co-Chair 2006-2007

*Guilford County Hotel Motel Board 2005-2015

(President) 2007-2008,2011-2012

*High Point Convention and Visitors Bureau 2005-2010

(Board Chair) 2008-2010

*Guilford Merchants Association 2007-2010

*Greensboro Chamber Operating 2005-2007

*Durham Convention and Visitors Bureau 2004

*Greensboro Convention and Visitors Bureau 2000-2001

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