Customer Service Remote Work

Sue E. Turner

*** ********* *******, *** #**** Round Rock, TX 78665 C: 512-***-**** *******@*****.***

SUMMARY

Experienced manager with 8+ years in the hospitality/customer service industry; demonstrates a consistent willingness to excel when faced with additional responsibilities; remains an enthusiastic, flexible team player with a strong work ethic to ensure highest quality customer care.

PROFESSIONAL EXPERIENCE

Dual Sales Manager River Place & Twin Creeks Country Clubs Aug 2021 – Present

Plan, negotiate and coordinate events with clients from initial request to contract completion

Provide onsite event oversight to ensure best possible customer experience.

Develop and execute legal contracts, collect deposits, secure financials and execute transactions

Collaborate with customers to complete invoices/reconcile events and final payment

Ensure open and ongoing communications from event sponsors for payments and sponsorships

Coordinate with multiple departments and vendors for seamless service delivery

Trained in Reserve, Kronos, Salesforce, EZ Suites, Labor and Warehouse Management

Manager River Place Country Club Dec 2020 – Aug 2021

Supervised, scheduled, and trained staff based on club needs

Promoted and modeled positive contact with guests to assist them with any requests

Responsible for performance reviews, addressing complaints, and resolving labor problems

Maintained accurate and organized records while managing fast- paced environments

Reviewed schedules, equipment and supplies to ensure smooth workflow for events

Banquet Manager Courtyard & Residence Inn Downtown Jul 2017 – Jul 2020

Increased ESS scored by 7% reaching 96% satisfaction for 2019 2020; ESS score at 100% upon departure from role; maintained payroll within 3% of budget

Developed and executed performance standards, procedures and rules used to ensure safe environment; Responsible for staff hiring, supervision, training and development

Monitored schedules and supplies to ensure adequate resources for customer satisfaction

Regularly inspected all banquet rooms, and storage areas to ensure that health and safety regulations are met

Effectively collaborated with culinary and event management teams to ensure flawless events

Interim Restaurant General Manager Courtyard & Residence Inn Downtown Jul 2019 – Nov 2019

Promoted positive customer engagement by improving Austin Trip Advisor Score to 4.5-star reviews

Reimplemented White Lodging Way to improve strategic initiatives and meet business needs

Consulted with beer reps to ensure current tap handles to maximize bar revenues

Restaurant Supervisor Courtyard & Residence Inn Downtown Feb 2017 – Jul 2017

Directly supervised assigned food production employees to include interviewing, hiring, and training employees as well as appraising performance

Planned, assigned, and directed work based on business needs; rewarding and disciplining employees; addressing complaints and resolving problems

Approved various administrative materials such as time sheets, payroll matters, personnel or accounting materials, safety records, OSHA forms, etc.

Physically performs a wide variety of high-volume food production and preparation duties

Executed accurate records for various inventory control duties

Bar Manager Rosati’s Jul 2014 – Dec 2015

Supervised all hourly staff and Seasonal Supervisory staff, provided work direction, performance reviews, and coaching to team; scheduled staff, voids/closing comps, liquor pulls, cutting staffing levels

Maintained accurate inventory management over liquor and non-alcoholic beverages; Ensure proper mixing and liquor usage

Created and executed new promotions and specials to maximize customer satisfaction

EDUCATION

Blackhawk Jr. College

Associate of Applied Science Animal Science – 1984

AWARDS & RECOGNITION

Leader of the Year (2019)

Manager of the Quarter (2019)

Nomination – Bruce White Commitment to Excellence Award

SKILLS

Flexibility: An adaptive approach that enables rapid response, and quick pivots in fast-paced environments

Time management: on-time completion of multiple projects with competing demands for time and other resources.

Leadership: A positive affirming leadership style that promotes employee satisfaction, retention rates while meeting the highest-quality customer care standards.

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