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Customer Service Manager

as posted
October 03, 2016

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Kemilee-Ann Williams


Dynamic, enthusiastic, disciplined and a very adaptable person with an insatiable passion for Guest/Client satisfaction.

Enthusiastic service professional with in excess of 15 years experience in Senior Managerial, Operational and Administrative Management positions and spanning a variety of industries. I have the skills necessary to effectively Manage an establishment of high standards. I anticipate needs and work in a proactive manner towards minimizing guest or client issues.

In practice, having worked within several areas of Operations - my dynamic background has provided unique and well rounded experience with particular focus to General Property Management within high end Boutique Luxury Resorts. Considerable track record also in General Operations, Event Management, Public Relations/Marketing including Brand Awareness & Development. My social skills and admiration for people of varying cultures allows me to easily gain customer/guest support and keep it. My Team-Leading philosophy focuses on the optimization of resources, discipline and staff morale. I have proven that a Manager’s drive is contagious to all levels and so I apply a high level of expectation to myself and the persons I work with.


GoldenEye Resort

Assistant to Ricardo Bowleg (Island Outpost Group GGM) Feb 2015 - Present

Responsibilities include overall administrative and operational support as required daily.

Daily: requires functioning within a very fast paced environment and the provision of quick and timely responses to ever changing dynamics in operations.

Proactive approach in Management - planning the guest’s experience, working along with F & B, HK etc to exceed guest expectations.

Resolution of guest issues when they do arise and continued property development to minimize same.

Screening of requests to visit property and background checks for potential guests and visitors.

Production of high level documents including itineraries for a range of guests who have discerning needs.

Villas Sur Mer Resort (Negril)

General Manager 2012-2014

Oversight of this exclusive Villa Property that included 12 individually appointed Luxury Villas and a magnificent Seaside Luxury Villa. Through effective and sound management and with the corporation of the property’s directors during my tenure systematically improved the resorts ranking moving from # 5 in its category to now # 1 on Trip Advisor. A popular vacation spot for international celebrities.

Direct supervision of the Maintenance – ensured that the property and its amenities were always in optimal shape for our discerning guests. Oversight also of the Landscaping, Housekeeping, Security, Cost Control, Water sports and Human Resource Departments – Hotel Manning, Training & Development with a view to ensuring the highest levels of guest satisfaction.

Through applying a passionate approach to service and traning of staff under my stewardiship th resort came to it’s position of dominance outdoing other competing resorts i.e. The Caves, Rock House Hotel, Negril Spa Retreat - Please see further reviews at and also

Improved return bookings by 28% in the first year of contract and 34% within the second year and established Villas Sur Mer as a preferred choice for high end destinationn weddings in Jamaica.

Xtabi Resort - Xtabi On The Cliffs (Negril)

Assistant General Manager

Provision of Support to the CEO, Oversight of Operations, General Supervision of All Departments – (Front Desk, Housekeeping, Rooms, Kitchen, Dining, Bar) and the provision of administrative support where necessary including Stock Control and Inventory Management.

Fun Holiday Beach Resort (Negril)

Operations Manager 2011

Responsible for overseeing the daily operations of the property and specifically overseeing the Food & Beverage, Housekeeping, Maintenance, Guest Relations and Administrative Departments. Directly responsible for marketing the resort via online booking engines and keeping abreast of changes via Trivago, Bookings .com. etc

Implemented a sound Sales Plan and implemented the relevant training to handle the increased bookings to the resort. Wedding Coordination and Planning

New Nation Ltd. – Proprietors of 23/7 Bar & Grill (2007-2011)

General Manager

Implementation of sound management systems for effective maintenance of quality control at all levels within the organization. Management of the Marketing Portfolio. Management of the Bar & Restaurant which included the recruitment and training of staff Human Resource matters in relation to the staff. Inventory Management and Purchasing for all areas, Bar, Restaurant, Housekeeping, Rooms. Preparation of staff schedules.Ensuring that the highest standards of Customer Service were maintained consistently.

Wildflower Lodge & Coffee Farm (2003-2007)

Property Manager

Reporting directly to the Managing Director, core functions included the management and efficient coordination of the hotel’s/coffee farms daily operations.Front of house management including scheduling, training of staff and all matter related to same.Provision of customer support to the client base that included local and international guests. Realised tremendous success through the launch of the hotel’s eco-friendly operations that increased guest count by 17% in the 1st, years and enoyed significant growth thereafter by receiving guests of like minded interest. Overseeing operations of the coffee farm including the recruitment, training and dismissal of staff

Delta Supply Company (2002 -2003) Marketing Coordinator

Reporting to the Managing Director, job functions included assisting with the expansion of the public information and awareness campaign by increasing the company’s presence in the print and electronic media. Planned and executed Promotional and Brand visibility events.Offered training in Customer Service and effective Sales techniques to Sales Representatives and Customer Service personnel.

Welcomed and met with overseas suppliers with a view to garnering pertinent information from and supplying same to these interests in order to ensure the company’s continued vibrancy within the industrial sector.Responsible for organizing media blitzes to launch new additions to the company’s product lines. Prepared quotations, bid documents and proposals in a timely manner and set up a system for the routine follow up of same.

Prepared and presented internal and external product knowledge seminars to staff and customers respectively. Handled all customers’ complaints directly in order to maintain excellent customer relations and monitored the operations of the customer service department in order to maintain good public relations.

McDonald’s Jamaica (Trading as Three Rivers Management (1997-2002)

Public and Community Relations Manager

Negotiated participation in several activities to enhance brand image.

Specific responsibilities included the daily monitoring of Mc Donald’s 9 local restaurants in order to ensure that Quality Service Cleanliness & Value (QSCV) levels were being maintained and that mandates of the Marketing Department were being executed by Store Managers. This included providing information and support regarding new product launches etc.

Guaranteed that sufficient equipment and personnel were in place to successfully execute the Local Restaurant Marketing Program (LRM). This included but was not limited to birthday parties and current promotions. Ensured that the marketing warehouse was sufficiently stocked in order to execute promotions successfully. Was responsible for the distribution of promotional items to stores and ensured that displays were mounted in a timely manner in all stores.

Conducted quarterly Marketing Audits of restaurants and prepared reports regarding same, with a view to correcting any inadequacies noted.Planned and represented the company at several external events including concerts, outside broadcasts, culinary shows etc.

Monitored new product developments and promotional activities of the company’s major competitors and implemented strategies designed at ensuring the continued competitiveness of McDonald’s Jamaica.

The Learning Center (1996 – 1997)

Marketing Coordinator

Designed Corporate Communications Solutions towards achieving Sales Revenue.Conducted training needs analyses within several organizations with a view to supplying their personnel with adequate proposals for training in IT. Directly responsible for Marketing the Services of the Center, including handling matters related to product launches and displays.Received extensive training in the area of Information Technology.Boosted company revenues significantly by spearheading the implementation of value based course packages catering to the needs of professionals in search of acquiring functional workplace computer proficiency.Was instrumental in bringing and launching City and Guilds Certification to Jamaica in the field of I.T.


University of the West Indies 1994-1997 B. A. Program, English

Excelsior Community College 1992-1994Diploma – Pre-University Law

The Learning Center 1998-2000 Diploma Applied Information Technology (Advanced Microsoft Office Suite)

Hillel Academy 1988-1991, St. Hugh's High School 1985-1988, Vaz Preparatory School 1979-1985


High level of computer literacy and proficiency including the use of Microsoft Office Suite (Word, Excel, PowerPoint, Publisher, Outlook Express), Corel Draw 9 and Adobe Photoshop

Enviable track record in staff training and development

Creating advertisements and other publications that are media adaptable

Excellent Customer Relations and retention skills

Satisfactory level of Human Resource skills

Advanced writing and communication skills

Excellent research and information gathering skills

Result driven work ethic

Excellent networking and interpersonal skills


(2) Mrs. Diane Maire (3) Mr. Wayne McGregor

General Manager Attorney-at-Law

23/7 Bar & Grill Office of Utilities Regulation

Norman Manley Boulevard Tel: 876-***-****/997-0937 Tel: (876-**-*****/486-9892


Birth Date: May 28, 1974

Writing, Journalism, Hiking, Swimming, Bird Watching,Actively involved as the event coordinator for Jam/UK Charitable.

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