Customer Service Office Management

Kharl Rhodes

**** ***** ******

Nashville, TN ***07

Cell: 615-***-****

ad0ghk@r.postjobfree.com

●Dedicated Customer Service Manager with 20+ years of experience in Hospitality and Business Office Management. Consistently achieving record-high customer satisfaction rankings while making improvements to the bottom line and turnaround of underperforming operations.

●Respected builder and leader of customer-focused teams. Instilled a shared enthusiastic commitment to customer service as a key driver of company goal attainment. Lead by example to ensure the execution of all safety, security, quality and store operations policies.

Professional Experience

IQ Talent Partners-Nashville, TN 06/22-9/22

Associate Recruiter

Provided full cycle recruiting option to satisfy position requisitions for a variety of industries and professional communities . Recruit, Screen and Source talents for submission. Company had a large reduction in staff due to lack of business in August. Over 100 employees were initially furloughed for 30 days. Ultimately, the employees were laid off officially on September 30. Company leadership will provide letters of recommendation upon request.

Franklin Motors- Nashville, Tn 11/18-6/22

Sales and Acquisition Specialist

Identify and Introduce Customers to the Sales Process. Provide the Customer with knowledge of the Vehicle Inventory. Cover all aspects of the vehicle from its Mechanical Operation to its Cost. Cultivate new customers by Social Network, Marketing and Event scenarios to increase Sale Opportunities. Provide Personal Acquisition skills to locate and purchase a specific Vehicle as identified by the Customer.

Safe Step Walk In Tub Company- Nashville, Tn 05/15- 11/18

Corporate Trainer

Recruit new talent to fulfill staffing needs in the call center and remote locations also. Provide individual training and assessments to ensure consistent employee edification. Develop individual training scenarios to assist each associate in residual employee development. Generate reports of productivity, attendance and time management as to provide staff with a pathway to successful employment with the company.

Aramark Services- Nashville, TN 03/13-05/15

Unit Supervisor

Serve as primary assistant to Unit Director. Monitor staff and equipment to ensure Compliance with Parent company standards. Observed, trained, and monitored staff to ensure regulatory standards were achieved. Assisted in scheduling and position assignments to enhance staff effectiveness and morale. Bookkeeping and Light Cash Handling responsibilities included in Supervisory capacity.

Embassy Suites- Nashville, TN 02/12-12/12

Manager on Duty

Serve as Manager on Duty to provide support and continual training to Front Office Staff. Served as Liaison to Group Coordinators to ensure Service provisions were met according to Hilton Hotel Specifications. Monitor all Front Office Operations during PM Shifts. Generate nightly reports of occupancy and revenue to assist in P/L and Budget scenarios.

TitleMax- Nashville, TN 12/07-12/10

Branch Manager 06/08-12/10

Assistant Branch Manager, 12/07-06-08

Promoted to Branch Manager in order to recruit, train and oversee Assistant Manager and

Customer Service Representatives. Fostered an environment in which Clients could receive high level service and employees were motivated to deliver top quality performances. Managed front end operations to ensure friendly and efficient transactions with each encounter.

Selected Contributions:

●Won “365 Degree Turn Around” for elevating the lowest branch in the region 7 among 25 branches.

●Elevated branch’s profit index from 2.5% to 6.5% within two years.

●Ensured swift resolution of customer issues to preserve customer loyalty while complying with company policies.

●Served on special taskforce charged with turning around under-performing stores.

The Clarion Hotel-Nashville, TN 06/05-11/07

Front Office Manager

Oversaw all front office operations. Generated and created spreadsheets and other reports to present at staff meetings. Trained and monitored reservation, front desk and valet staff.

Selected Contributions:

●Named Manager of the Quarter for both the 1st and 3rd quarters in 2006.

●Served as liaison for large groups to ensure guest services were exemplary.

The Blakeford@ Green Hills- Nashville, TN 02/03-06/05

Hospitality Coordinator

Wait Staff Supervisor

Advance to increasingly responsible positions. Direct over 36 employees and managed P&L, Sales, Inventory, Merchandising and Cost Controls. Maintained high standards in sanitation and safety and complied with regulatory guidelines.

Selected Contribution:

●Created the Wait Staff Training Guide established to meet regulatory standards while further enhancing the dining experience for the elderly patrons.

●Attended Seminars outlining the State Regulation of Food Storage, Food Preparation and Dietary requirements for each resident.

Northwest Hospitality-Nashville, TN 08/00-01/03

Front Desk Manager

Hired, trained, and monitored all Front Office Staff. Created training specifics for continual employee growth. Implemented the Customer Satisfaction Survey to guarantee property excellence. Improved occupancy from 47% to 62% in fewer than two years.

References

Fredrick Roberts- Branch Manager with Titlemax: 615-***-****

Marrie Gunther- AM Manager on Duty with Embassy Suites: 615-***-****

Tracey Farmer- Business Associate with Thomas C. Nelson and Associates: 615-***-****

Gregory King- Regional Manager with Titlemax: 615-***-****

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