Customer Service Manager

Robert Walker

*** *. ******** ****

Mason City, IA 50401

641-***-****/***********@*****.***

Objective:

Tenacious, driven, self- starter with a high energy drive, successful sales knowledge, and twenty two years of proven management experience. If you are searching for someone who gets results and can communicate clearly and effectively with a diverse population, I can help grow your business.

Rentacenter Mason City, IA Jan. 2014-Current

Manager. Direct 6 employees on sales, deliveries, and pick-ups. Responsible for profit/loss, all inventory, salaries, marketing, and customer service. We have been store of the month in our region 4 times in 2015.

Holiday Inn Express & Suites Mason City, IA Jan. 2010-Dec. 2013

Offered and accepted the General Manager position of the brand new Holiday Inn Express & Suites Mason City, Iowa which officially opened for overnight guests in April 2011. Interviewed and evaluated new employees. Forecasted sales and room rates to obtain optimum revenue. Reconciled all reports and budgets. Proficient in Word, Excel, Outlook. Managed 40 employees. Set goals and merit raise opportunities. Trained departments regularly to ensure superior customer service. Planned meetings and schedules for adequate department coverage. Made reservations and handled customer inquiries and complaints. Performed light maintenance when needed. Every year we were in the top 10% of customer service scores, and in 2013 we were 22nd out of over 1600 Holiday Inn & Express Hotels worldwide. Reviewed weekly each department’s performance for opportunities and feedback. Received Certified Pool Operators certification good through 2016. Facilitated weekly sales calls to communicate with current accounts and cultivate prospective businesses. Red Cross CPR and First Aid Certified.

Country Inn & Suites Mason City, IA Jan. 2000-Dec. 2010

As the General Manager of the Country Inn & Suites, I was accountable for the profitability and upkeep of the hotel. This included but was not limited to implementing marketing and sales goals, pricing tactics, budgeting, accounts receivables, payables, scheduling, and completing financial reports. Continually trained all departmental employees in up selling and customer service opportunities weekly. Made minimum weekly face to face sales calls to established and prospective businesses, which led to increased sales of 3 – 8% every year for the past nine years. Recognized as hotel of the year in 2008 from over 500 Country Inns. From 2007 through our hotel was awarded the prestigious Torch Bearers award for being in the top 5% in customer service scores. Beginning in 1008, I was assigned to manage 12 other properties with installation and training of front desk personnel on a new reservation and hotel aid program, OPERA. Ensured proper staffing levels, and provided training, guidance, and set performance goals for all 12 hotels. Instructed managers in customer service skills, and optimal profit targets. Eight of the twelve hotels consistently ranked in the top 20% of all Carlson Hotels in customer satisfaction scoring under my tutelage. Assumed full responsibility for the bookkeeping, payroll, weekly cash reports, and monitored purchasing. Annual sales for these 12 hotels increased every year under my leadership from 5% to 14%. Increased the hotels exposure as a member of Rotary International for over eight years also serving as chair for the fund raising committee in 2008 and 2009. I was a board member of The Mason City Chamber, Convention and Visitors Bureau, YMCA, and West Side Group Business Group.

The Principal Financial Group Mason City, IA Jan. 1994-Jan.2001

Worked up to the position of Pension Administrator III in 2000. Successfully managed a majority of the more complex retirement plans. Entrusted with these complex customer service issues as a result of exceptional ability to promptly resolve concerns and satisfy customers. Provided prompt, friendly, and accurate information for approximately 40 businesses with 401k, Unqualified, and Defined Benefit Retirement Plans. Kept these contracts in constant compliance with frequent communications to The Department of Labor, Internal Revenue Service, company legal counsel, and with the businesses plan administrator(s) regarding updated rules and regulations for the employers and all plan participants. Successfully assisted agents in presenting and selling Principal investment/retirement products and services. 401k Mason City expert contact for nondiscrimination compliance testing, and the department consultant for the required 5500 plan/tax information reporting.

Hy-Vee Food Stores Inc., Oct. 1976-Dec.1994

Began as a meat cutter in Cedar Rapids Iowa. Promoted to Delicatessen Assistant Manager after college in 1982 in Iowa City, Iowa. In 1984 I was promoted to Delicatessen Manager. This department served homemade breakfast, lunch, dinner and had a successful catering business. In 1988 I transferred to the grocery department as shift manager responsible for supervision of store employees while on duty and opening and closing obligations of this store. Responsible for ordering grocery product and held accountable for store operations when the assistant and store manager were not present. In 1992 I assumed the assistant managers position in Sioux Falls, SD. In this store, we were store of the quarter 3 times, and store of the year in 1993 for our division which included over 130 other Hy-Vee’s. Scores were based on revenue, customer satisfaction, and overhead costs and profit.

Bachelor’s Degree Business Administration University of Iowa, Iowa City. GPA 3.3.