Customer Service Part-Time
Resume:
TERRI L. THOMAS
***** ****. • 816-***-**** • **********@*****.***
SUMMARY OF QUALIFICATIONS
** ***** ********** ** ************/Facilities/Evs Management
Attention to detail in cleaning assignments
Management experience within a diverse environment
Effective communication skills
Detail – oriented; ability to prioritize
Multi-task; time management skills
Excellent Customer Service skills
Proficient in Microsoft Word, Excel, Publishing, Outlook and Kronos payroll system
Purchasing/Inventory
MANAGEMENT
Managed up to 75 employees, including 5 supervisors to ensure cleanliness of all facilities
Hands on management directly related to operating procedures, to ensure cost effective attention to detail
Coordinated and facilitated training sessions for staff. Included but was not limited to in house OHSA required Safety training, to include Bloodborne Pathogens
Coached supervisors on how to conduct performance evaluations
Responsible for development and delivery of new training program: Train for Success
Administered bi-weekly payroll for up to 75 full-time and part-time employees.
Performed and coached supervisors in conducting employee evaluations to ensure a positive approach in quality control
Responsible for selection, interviewing, hiring, and training of employees for the hospitality industry
Research and development for cost effective products/equipment to ensure cleaning is completed in an effective manner while increasing quality of cleaning to superior standards
Negotiated contracts and set standard of performance for outside services directly related to facilities and housekeeping
Projected annual capital requirements for service upgrades
Developed and maintained a departmental budget of up to 1.2 million annually, including quarterly projections based on customer patronage
LEADERSHIP
Improved employee retention rate by 28% through a departmental employee recognition program called, “Associates Now”.
Improved customer service scores by 35% using customer survey cards utilizing direct feedback from customers.
Responsible for managing union/non-union
Encouraged and recognized employees for departmental participation of company charity events
Authored a monthly informative departmental newsletter of current and upcoming events to effectively communicate company operations
ACCOMPLISHMENT HIGHLIGHTS
Letter of Commendation from Director of Operations, Argosy Casino – Kansas City, MO - 2002
Received “Supervisor of the Month” Award, Argosy Casino - Kansas City, MO, 1997
PROFESSIONAL EXPERIENCE
Ameristar Casino November 2010 - January 31st 2011
Evs Assistant Manager Kansas City, Missouri
7th Street Casino February 2009- November 2010
Evs Supervisor Kansas City, Kansas
Merry Maids August 2007- April 2008
Team Captain Lenexa, Kansas
Centralized Showing Service February 2007- August 2007
Customer Service Representative Overland Park, Kansas
Argosy Casino June 1994 - March 2003
Evs Manager Riverside, Missouri
EDUCATION/PROFESSIONAL DEVELOPMENT
Career Planning Workshop, Johnson County Community College - Overland Park, Kansas - 2008
Service Series Focus 1 – Argosy Casino, Riverside, Missouri - 1994 - 2003
Service Series Focus 2 - Argosy Casino, Riverside, Missouri - 1994 - 2003
Conducting Effective Performance Appraisals, Argosy Casino, Riverside, Missouri - 1991-2003
Coaching and Counseling - Argosy Casino, Riverside, Missouri - 1994-2003
Harassment Prevention – Argosy Casino, Riverside, Missouri - 1994-2003
Business Writing Course, Rockhurst College – Kansas City, Missouri - 1996
Open Door Baptist High School – High School graduate - Kansas City, Kansas - 1985
Professional References
Michael Cunningham
Catherine Zook
Jim Wilson
807 4315
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