Customer Service

Kevin Conley

***** **** **** **. ****** Niguel, CA 92677

949-***-**** ********@***.***

Looking for an opportunity to work with a great team with potential for long term career path.

Work Experience:

May 09 – Aug 09 Pacific Monarch Resorts, Irvine CA Call Center Manager

Manage 30 employees marketing vacation packages. Hire, train, track and coach employees on the terms and conditions of our packages. Use multiple systems for tracking and data mining to be able to direct the team and provide solutions for growth.

Feb 08 – Dec 08 Self Employed. The Mac Guys, Costa Mesa CA Sales & Computer Consultant

(Moved back to Orange County, CA in part for spouses promotion to senior management position with her original employer)

Established a partnership with The Mac Guys an authorized retail sales and service provider for Macintosh computers. Business goal was to expand the business throughout Southern California with the expressed focus of opening an additional location in south Orange County. Earned various certificates and gained knowledge of the computer industry. Worked as a computer technician by troubleshooting, upgrading and repairing all models of Macintosh computers. Sold Macintosh and other computer products while answering questions and providing support to customer needs. Administered application support for customers with a variety of operating systems including Windows, Mac OS and Mac OS X Server knowledge. Provided product upgrades and application support to improve customer’s usage. Plans to open and operate new store in San Clemente, CA derailed by significant changes of economy.

June 07-Feb 08 JW Marriott, Denver CO Banquet Captain

Manage the daily operation of Banquet Department. Work with sales department and customer lead contact to run daily events. Mitigate all customer issues during event and work closely with the Banquet Manager to direct associates towards success.

Sept 05-May 07 Archstone-Smith, Tustin CA Assistant Community Manager Managed the operation of a large apartment property. Understood and managed the budget, coordinated vendors, implemented service agreements, inspected inventory and supplies. Monitored residents through their stay with leases, payments, rent increases, late payments, collections, evictions, tenant move-ins and move-outs. Coordinated all residential activities and functions to improve lines of communication and quality of residential life. Continuously inspected the grounds, vacancies and common areas to ensure they remained in top condition. Completed leases and applications, plus maintained resident records and files for leases, applications, rent deposits, security deposits, and managed all extenuating factors. Provided superior customer service while building and managing a strong team.

July 03- July 05 Outback Steakhouse, Buena Park CA Restaurant Manager

Managed in the day to day operations at the restaurant. Increased sales 12% in 2004 with daily customer contact, quality products and service, and grassroots marketing. Retained a strong customer base. Involved restaurant with local philanthropic activities, associations, and school events. Progressed employees through the cycle of employment by concentrating on consistency and quality. Conducted monthly training for service team on product knowledge using roundtable discussions, mock service presentations, and vendor demonstrations. Provided weekly schedules, balanced productivity, employee, and customer demands. Produced liquor orders with knowledge of liquor %, customer demands, trends, and vendor pricing. Implemented outlets of communication in order to improve work procedures and share ideas for growth. Stood in as human resource manager to insure state law and company expectations were followed, as well as, maintained the safety and security of employees as top priority. Trained on handling extenuating circumstances.

Jan 01-July 03 Laguna Cliffs Marriott, Dana Point CA Front Desk Manager

Fulfilled daily operations as a front desk manager, night auditor and manager on duty. Assisted all agents through the daily flow of business and took responsibility for any guest relation issue with regards to empowering the approached agent. Reorganized all front office information credenzas to improve customer service knowledge and productivity. Assisted in hiring, training, managing and motivating the front office agents. Provided weekly reports on productivity and operational standards to the Management Committee Heads. Worked as Night Audit Manager in charge of balancing all point-of-sales and approving daily credit. Trained night audit applicants and created a standardized process for an organized checklist system. Manager on duty responsible for acting as stand in for the General Manger and handling all guest relations issues. Trained on handling extenuating circumstances.

Education:

Northern Arizona University, Arizona Bachelor of Science Degree Hotel/Restaurant Management 2000

including: Management Training Program- Allegro Resort & Casino, Aruba 1999

European Hospitality and Cuisine- Hotel School Les Roche & Hotel Institute Montreux SW ‘98

Awards, certificates, community organizations and clubs:

Macintosh Service Certification Exam (Aug ’08) Mac OS X 10.5 Troubleshooting Exam (Aug ’08) Apple Certified Macintosh Technician Mac OS X Support Essentials v10.5 Exam (May ’08) Apple Certified Support Professional 10.5 Mac OS X Server Essentials v10.5 Exam (June ’08) Apple Certified Technical Coordinator 10.5 Employee of the Month (Archstone-Smith Jan. ’07) Nominated Manager of the Quarter (Laguna Cliffs Marriott 01, 02)

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