Customer Service Manager with adminstrative skilled background

Marilyn Gran

**** **** ****** #*** ***** Beach, FL 33139 **********@***.*** 305-***-****

PROFILE

Resourceful, solution oriented professional with 20+years in hospitality, food and travel industry; specializing in Event Management, Sales, Customer Service, Administration and Training

Approachable demeanor, always keeping client and company goals a priority

Analytical

Bi-lingual - Fluent Spanish (Speak, Read and Write)

MS Word, Excel and PowerPoint abilities, Basic Web Design and SABRE

WORK EXPERIENCE:

Inktel Corporation

Educational Specialist for Fl. Virtual School 2013-Present

• Utilized strong communication skills and patience in conveying and addressing details for

Fl. Virtual School educational services to customers via telephone and detailed chat communication services. Creating a “one call” resolution for the customer.

• Submitted accurate and detailed correspondence in regards to the customer’s specific questions.

• Result driven with an excellent work ethic to include consistent achievement in quality

assurance feedback.

Miami-Dade County Public Schools-Department of Food & Nutrition 2011-2012

Healthy Meals Vending Machine Project Manager

Contributing team member that brought about (64) Miami-Dade County Schools operating Vending Machines with strictly healthy food options (250,000 food items sold for the 2011 calendar year. 100,000 additional meals sold from January-June, 2012)

Developed a Standard Operating Procedure, Training Manual and a Manager’s Manual for the Healthy Meals Vending Machine

Created and implemented promotional campaigns, surveys and evaluations in order to increase awareness for parents and students

Researched and presented recommendations for procurement of all the packaging needed for items in the vending machine

Trained Food Service Managers and staff regarding proper sanitation and safety procedures when utilizing the machines

Trained staff in product placement in order to enhance sales

Conducted on-site high school visitations and prepared monthly quarterly reports to ensure compliance with the Food and Nutrition’s Hazard Analysis Critical Control Panel (HACCP) procedures and that the machines were utilized and maintained

Assisted Food Service Managers and Region Food Service Coordinators/Supervisors on a daily basis to address and resolve concerns regarding the machines

American Express Business Travel, Miami, FL 2008-2009

Business Travel Counselor

Used strong communication skills to help resolve business traveler’s concerns with existing Airline, Car and Hotel reservations; leaving customer feeling that their needs were met

Provided service to the external and internal customers by maintaining prior reservations within a competitive price and time frame

Precision Response Corporation, Miami, FL 2005-2007

Team Lead/Cruise Sales Specialist for Expedia.com

Sold cabin space on all types of cruise lines, always meeting goals and maximizing monthly conversion rates

Consistent achievement on quality assurance feedback

Coached and developed 25 agents in achieving sales goals by utilizing motivational techniques

Maintained and updated daily detailed administrative forms

Responsible Vendors, Inc., Miami, FL 2001-2005

Corporate Trainer

Trained employees at hotels, restaurants and nightclubs on food and beverage laws

Received certification as a Certified Food Manager allowing for successful training of food-handling procedures verified by the state of Florida

Kept detailed records to protect the organization should this information be needed for legal purposes

Extensive travel throughout the state of Florida

DoubleTree Hotel, Miami, FL 1999-2001

Sales Manager (Sales Market: Social, Military, Educational, Religious and Fraternal Organizations)

Achieved group sales goals of $950K by establishing numerous accounts

Created events and networked with executives of the Miami Chambers and Bureaus which helped to successfully sell the hotel

Balanced budgets by managing market segmentation reports, forecasting reports, hotel ceiling quotas and GRC report

Wyndham Resort Hotel, Miami Beach, FL 1997-1999

Catering, Convention and Meeting Planning Manager

Achieved $50K monthly quota

Performed with strict attention to detail, assuring parties were handled without problems

Prospected and closed corporate accounts and social business

Up-sell services by creating value to the customer

Detailed and effective communication to various departments to ensure successful events

Bencom Food Services/Host Marriott, Miami, FL 1992-1997

Restaurant and Beverage Manager

Oversaw daily operations; ensuring no spoilage, while increasing sales by 35%

Fontainebleau Hilton Hotel, Miami Beach, FL 1983-1992

Tour & Travel Coordinator, Group Services and Catering Manager

Managed 20 to 30 convention and tour groups monthly; Achieving over $600K in culinary sales

EDUCATION/TRAINING:

Miami Dade College Associates in Science Degree 1988

Sullivan & Cogliano Vocational Web Design Certification 2002

Customer Service Trainer/Total Quality Management Certification

Achieved certifications through Host Marriott and Wyndham Hotel.

Conducted seminars to train Managers, Supervisors and line employees the effectiveness and importance of excellent customer service

Master School of Bartending Miami Certification

Obtained (40) hours Certification in all aspects of Bartending and Serving. This certification allowed me to supervise others within the hospitality industry

Contact this candidate