Customer Service Manager
Resume:
Mary A. Dale
***********@*****.*********:***********@*****.***
Summary
An energetic, personable leader interested highly in a new career challenge that will utilize my skills, abilities, knowledge and passion while allowing me the opportunity to further enhance my level of expertise and build a long-term professional relationship.
Key Competencies/Skills:
●Over 10 years’ experience
●Effective, clear, concise verbal and written communication skills
●Excellent organization skills, ability to multitask and meet deadlines
●Exceptional ability to instill collaborative, team focused and customer service attitude in team
●Proactive, diligent self-starter, self-directed
●Profoundly exemplify integrity, good judgment, positive character and influence
●Strong interpersonal skills adaptable to all audiences, changing environments, situations and behaviors
●Possess high enthusiasm, energetic, passionate and flexible
●Great, solid knowledge of CCTV system, key system (Vingcard ElSafe), electronic patrol system (Guard 1 Plus)
●Proficient in Microsoft Word/Excel, Power Point, payroll systems (Hotel Effectiveness, ADP)
Employment:
Union Station Hotel a Doubletree by Hilton (Lodging Hospitality Management):
Manager of Loss Prevention 02/12 – 03/16
●Manage, direct, execute, hire and review security operations
●Coordinate schedules with supervisors
●Review, analyze, implement security controls to mitigate risks to acceptable levels and enhance safety
●Introduce aggressive training plan for staff development and education
●Trained, devolved team to perform 24 hour administrative and security operations
●Identified best practices, success factors to enhance customer service and associate satisfaction
●Maintain financial records on labor, payroll and implement system enhancements and upgrades
●Actively lead safety and volunteer committee
●Established new plans to enhance emergency manual information, training and crisis management
●Liaison to local, state, federal law enforcement agencies on matters of VIP event security
Union Station Hotel Marriott:
Security Manager 02/2010-10/2012 – Supervisor 08/2008 -02/2010
●Coordinated, managed 24-hour security and safety operations
●Assisted Human Resources and Executive Team in implementing, enhancing security operations
●Hire, train and develop team members, resolve problems, participate leadership meetings
Union Station Hotel Hyatt:
Security Supervisor 06/1998- 8/08 (night and day shift) – Housekeeper 6/1994-6/1997
●Undertake regular internal, external patrols and all security officer duties
●Conduct regular shift inspections to ensure smooth execution of security operations
●Ordered maintained uniforms, equipment and served as administrator
Education:
High School Diploma – graduated 1989
Jarvis Christion College – 1990-1992
Re: Job Opportunity
Dear Recruiter:
I am excited to see the current job opportunity for your business. I look forward to interviewing.
My background includes serving as a professional leader in the hotel industry (Supervisor, Manager, and Director of Security, Loss Prevention). I have twenty years of customer service experience, problem resolution skills, and high capability to communicate effectively on all levels in fluctuating situations. Most recently, I worked as the Director of Loss Prevention at Union Station Hotel where my role included, managing, executing security operations, developing and implementing procedures to mitigate loss, enhance overall safety experience for associates/guests, facilitating training and developing a team who reflected high customer service and safety standards. I am calm but assertive, perform with professionalism and diligence. I am comfortable with using appropriate levels of authority and because of my experiences in different levels of leadership, have been able to develop skills associated with office coordinator and administrative assistant roles. In addition, I served on committees that actively focused on improving associate, guests’ overall satisfaction. I consistently met and exceeded core competency goals (i.e., technical expertise, communication, good judgment, decisive, people management, influence and integrity, managing cost, safety/emergency training and administrative). In addition, I demonstrated the ability to be relatable and mentor, yet guide from a leader’s perspective; develop team individual skills in order to enhance the success of the overall program and exceed core values. I enjoy working in a diverse environment, reflect the willingness, ability to adapt well in changing situations, including multitask competitive assignments and prioritize workloads.
I’ve been acknowledged for exceptional example of integrity, exceptional development of individual and team development and performance. I’ve been recognized for felicitation of multiple projects while ensuring security operations flowed according to policy and expectations. I, also, wanted to take this opportunity to let you know, I am a diligent self-starter, eager team player, looking forward to a new experience and confident that I can offer what it takes to exceed performance, service and character expectations.
Thank you for taking the time to review my resume and consider me for this position. You can contact me with questions by emailing me at ***********@*****.*** or by calling me at 314-***-****.
I look forward to hearing from you.
Best Regards,
Mary A. Dale
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