Susan Christopher

Tel: 302-***-****) ad0ifb@r.postjobfree.com Miami, FL 33136

CUSTOMER SERVICE MANAGER

Innovative and meticulous customer-service professional. Encompassing twenty-five years of customer satisfaction in the Banking and Financial Industry and the Hospitality and Tourism Industry. Quality-focused pragmatic leader and team-player, with proven track record of achievement. Focused on maximizing productivity, building alliances, and optimizing workflow. Proficient various Banking Industry procedures, such as Asset Recovery, Trace Record, Risk Management, Skip Tracing and AML. Diverse bank knowledge concerning financial products, various regulatory banking statutes.

Excellent verbal and written communication

Creativity

Ethics & Integrity

Attention to detail

Analytical

Customer-serviced focused

Ability to work independently

Team Player

Leadership

Flexibility

Organizational Management

Time Management

Adaptability

Problem Solver

Critical Thinking

Interpersonal Skills

Hospitality Management

PROGRAMS AND EQUIPMENT

Hospitality Management: OPERA Database and Property Management System, Virtual Matrix Database

Management, GXP Guest Experience Platform, MICROS POS System, MARSHA

Reservation System (Marriott Automated Reservation System), FOSSEE Property Management System, MDO (My Digital Office)

Banking and Financial Services: Develop IT, Rapport CRM, TRM, Skip Tracing, Fiserv, AML

PROFESSIONAL EXPERIENCE

Residence Inn by Marriott Miami Beach South Beach Miami, FL Night Auditor March 2023 – May 2023

Balanced and reconciled the day's transactions and preparing financial reports, such as Revenue Report, Rooms Management Report, Credit Activity Report, Completions and Discrepancies Report, CXL Fee Report, GNS Fee Report, Charge Code History Report, Cashier Drop Control Report, Daily Checklist Report, etc.

Performed a thorough audit of all guest accounts and financial transactions, verified and posted all guest charges, payments, and adjustments to guest folios accurately, and ensured the accuracy of room rates, packages, and discounts applied to guest accounts

Handled general guest inquiries, requests, and complaints, as well as financial matters inquiries

Assisted with guest check-in and check-out processes during the night shift and managed reservations, room assignments, and room availability updates

Assisted with administrative duties, such as filing, data entry, and document management.

Updated and maintained the hotel's OPERA database and property management system

Best Western Hotel Plus Bear, Delaware Food and Beverage Manager September 2020 – December 2022

Overseeing Operations: Managed all aspects of the hotel's food and beverage operations, including restaurant, private dining, and special event dining. Ensured smooth day-to-day operations utilizing Virtual Matrix Database, maintaining high standards of service, and addressing any issues that may arise.

Menu Development: Collaborated with team members to develop menus that align with the hotel's brand and target market. Monitored trends, customer preferences, and competitor offerings to ensure the menus remain fresh, innovative, and appealing.

Budgeting and Financial Management: Developed and managed the food and beverage department's budget. Monitored and controlled costs, including food and beverage. Maximized revenue through strategic pricing and cost-control measures

Staff Management: Recruited, trained, and supervised food and beverage professionals. Set performance standards, provided feedback, and fostered a positive work environment. Ensured adequate staffing levels and scheduling

Guest Satisfaction: Ensured guest satisfaction by delivering exceptional service and addressed any guest concerns or complaints promptly. Monitored guest feedback and reviews to identify areas for improvement and taking appropriate actions to enhance the overall guest experience

Health and Safety Compliance: Ensured compliance with health, safety, and sanitation regulations and implemented proper hygiene practices. Conducted daily inspections to maintain cleanliness and safety standards in all food and beverage areas

Interior Design/Outdoor Landscaper Newark, Delaware

Freelance Interior Design May 2014 – February 2019

Design Concept Development: Collaborated with clients to understand their requirements, preferences, and vision for interior and exterior spaces. Developed creative and innovative design concepts that align with the client's aesthetic, functional, and budgetary goals

Material Selection and Specification: Selected appropriate materials, finishes, furnishings, lighting, and accessories to enhance the aesthetics and functionality of interior and exterior spaces. Researched and sourced materials, collaborated with suppliers, and prepared detailed specifications and procurement schedules

Budgeting and Cost Control: Developed and managed client budgets, including design fees, materials, furnishings, and other project-related expenses. Monitored costs throughout the project lifecycle, sought cost-effective solutions, and ensured adherence to budgetary constraints

Capital One Bank, N.A. New Castle, Delaware

Insurance Sales Card Member Services March 2012 – November 2013

Insurance Sales: Utilized Develop IT System to promote insurance products to bank card members, including life insurance, health insurance, travel insurance, and other relevant issues, such as, credit card protection, billing inquiries and loss claims. Developed and implemented sales strategies to meet or exceed sales targets and increase insurance product penetration among card members

Customer Service and Relationship Management: Provided exceptional customer service to bank card members using strategic analytical skills, assisted with inquiries, addressed concerns, and provided guidance on insurance products and services. Developed and maintained strong relationships with clientele, fostered a collaborative partnership to ensure seamless rapport with customers and maintained positive relationships to enhance customer satisfaction and loyalty

Compliance and Regulations: Adhered to relevant laws, regulations, and compliance requirements governing insurance sales and services within the banking industry. Ensured that all interactions, processes, and documentation comply with legal and ethical standards.

H.S.B.C. Bank, N.A. New Castle, Delaware

Senior Customer Service Representative August 2005 – March 2012

Account Management: Managed and serviced customer accounts, including customer inquiries regarding payments, credit line increase requests, reconciliations, and account consolidations. Provided guidance and support to customers on various banking products and services offered by HSBC Bank

Problem Solving: Investigated and resolved complex customer problems or complaints, worked closely with internal departments to ensure timely and satisfactory resolution. Escalated issues when necessary and followed up with customers to ensure their concerns are addressed

Training and Development: Participated in training programs and continuous learning initiatives, such as Collections, Credit and Risk Management, etc. to enhance product knowledge, customer service skills, and stay updated on industry and regulatory changes

EDUCATION

Miami Dade College Miami, FL

Certificate, Business Operations – Business Management August 2023

Delaware Tech Community College Stanton, Delaware

Associate in Science, Criminal Justice/Criminal Forensic Science N/A

Blue Ridge College Campus JCC – Job Corps Marion, Virginia

General Education Diploma (GED) June 1986

Certificate, Retail Sales June 1986

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