Customer Service Manager

PROFILE

Degree in management, specializing in leadership while implementing organizational change and procedures, working in both teamwork environments, as well as independently.

Successful in client networking and professional relationship building; with a diverse client base including Groupon, Disney, and WMB.

Demonstrated capability to provide remarkable customer service, anticipate needs, prioritize conflicting needs; handling matters expeditiously, proactively, and follow-through on projects to successful completion.

Highly analytical with the ability to provide exceptionally sound judgment and communication, superior problem solving skills, with proactive thinking and a strong work ethic.

Skilled at being a detail oriented self-starter with the ability to influence others while being efficient, and comfortable with delegation; excellent troubleshooting and multi-tasking skills and able to remain composed during difficult situations.

Proficient in Windows, Word, Excel, Outlook, PowerPoint, Access, and Internet; fluent in speaking English, Arabic, and Spanish.

PROFESSIONAL SKILLS & RESPONSIBILITIES

Strong Communication Skills

Document Interpretation

Process & Strategy Knowledge

Quality Control

EXPERIENCE

Platt College, Riverside CA

ADJUNCT PROFESSOR/BUSINESS DEPARTMENT, 2015 - current

Instruct on course objectives, prepare class activities, provide effective and understandable presentations

Provide a timely responses to students as well as a positive atmosphere in the classroom while encouraging student learning

Manage program and course curricula by writing course syllabi

Contribute to developing, implementing, and evaluating academic programs and develop new academic programs to meet community needs

Assess student learning outcomes for the program department to gain knowledge on program efficacy The Park at LAX, Los Angeles CA

BUSINESS DEVELOPMENT, 2009 - current

Efficiently allocate resources supporting service delivery by reduce staffing levels based on business conditions

Work cooperatively with city officials to adhere strictly to compliances and city ordinances

Maintain accuracy and composure while under pressure to effectively handle guest complaints and situations

Uphold a detailed knowledge of facility premises including outlets, meeting rooms, amenities, main attractions in the area, parking rates, and other pertinent information

Direct daily activities including dispatching, routing, and tracking vehicles managing quality control

Conduct regular staff meetings and performance appraisals while providing feedback and coaching for improvement

Ensure that shift reports, cash drops and other revenue reports are completed with detail and accuracy

Supervise the reconciliation of revenue and tickets at the end of every shift

Report all potential high risk areas and safety concerns to the Account Manager; report any claims in a timely and accurate manner and follow disciplinary process to hold associates accountable SEAN SHILLEH

16295 Echo Summit Court ● Riverside, CA

(p) 951-***-****

****.*******@*****.***

Employee Relations

Operations Management

Leadership & Motivation

Product Management

Conflict Resolution

Prospecting & Retention

Forecasting

Marketing Strategies & Brand

Development

Airport Valet, Los Angeles CA

GENERAL MANAGER, 1998 - current

Manage company operations to guarantee efficiency, exceptional customer service, and cost-effective management of resources while promoting revenue, profitability, and growth

Successfully drive business financials and performance to safeguard effectiveness, high performance and compliance, positively moving the numbers for forecasting, productivity, customer service, and turnover

Responsible for developing, planning, organizing and cost controlling procedures to ensure compliance with customer specific contract

Prepare payroll ensuring that controls are in place for scheduling, overtime, tip reporting, and timekeeping

Guarantee that forecasts, payroll and accounting reports are on time and accurate

Delegate by allocating decision-making and other responsibilities appropriately and effectively

Proactively respond to feedback and suggestions through clear and concise written and verbal communication, immediately addressing any concerns or issues

Provide that an excellent guest service experience is delivered consistently on all shifts Park Place at LAX, Los Angeles CA

OPERATIONS MANAGER, 2004 - 2015

Monitored lot volume trends, customer mix, and overall activity through analysis of space surveys and regular site visits

Responded and handled client requests or issues in a timely fashion to ensure client satisfaction

Recruited and selected employees for front-line staff including job posting advertisements

Trained and evaluated the performance of associates in safety and loss prevention procedures

Reviewed lot for any physical condition issues including landscaping, signage, surface, and lighting

Responsible for day to day administrative duties including emails, faxes and internal correspondence SAS SERVICES, Los Angeles CA

MANAGER/QUALITY CONTROL, 2010 - 2014

Provided customer care, priority check-in services, and wheelchair assistance within LAX Airport

Assisted as the first point of contact for the passengers with concerns or issues

Oversaw passengers during irregular airline operations and other non-standard airport situations American Parking, Los Angeles CA

PARKING CONSULTANT, 2011 - 2013

Maintained data collection, problem identification, alternative identification and analysis, and recommendations

Performed cost versus benefit analyses for the supply and installation of parking systems

Prepared reports and presentations for clients outlining recommendations

Wrote and issued technical specifications and plans for procurement of parking systems

Performed project management for parking system implementation EDUCATION

Masters of Management and Leadership, International Business University of La Verne, La Verne CA

2012

Bachelor of Arts in Business Administration

University of California Riverside, Riverside CA

2009

Associate of Science

Associate of Arts

Riverside Community College, Riverside CA

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