Customer Service Project Manager

Calvin Thomas

*** *** *** *** *********, FL ***** Cell: 407-***-**** ad5qy0@r.postjobfree.com

Qualifications Summary

A senior customer relations/sales professional with proven leadership in the customer service industry. Promotes sales through service on every customer interaction. Strong reporting, interpersonal, opportunity resolution, and team oriented skills that increase both sales and customer service goals. Believes in maximizing every opportunity to build relationships with new and current customers by offering personalized solutions which result in increased agreements gained. Driven, dedicated, and determined to achieve personal and company growth via unparalleled customer service. Excellent follow- through and execution of assignments. Established positive relationships with team members and also with high-end clientele. “Plan the work and work the plan” Areas of competency include:

Solution expert for new customers Proven sales and customer service excellence World class customer service Special project manager, gathering and analyzing data Career development mentor Field support manager for service recovery Professional Experience

2019-present Cancer remission

2017-2019. Holiday Inn Vacation Club

Owner Specialist

Outbound new owner education and orientation. Collaboration of new owner and owner update Vacations. 2015-2017 Carlson Hotels- Orlando, FL

Night Audit/MOD

● Performed Reconciliation of Reports and communication to owners

● 11 Time recipient of Carlson letters of service merit.

● Acting GM of evening hotel operations.

2013-2015 Verizon- Davenport, FL

Store Manager

● Maximized sales through service training

● Recipient Of “Coin Of Excellence” from Verizon Corporate 2011-2013 AT&T - Cooper City, FL

Store Manager

● Manager for local authorized dealer store for telecommunications services

● Increased store revenue performance by 25 % in first quarter after assuming position

● Responsible for increasing “overall customer satisfaction” and “willing to recommend” scores from subpar levels to a current perfect score (100%) in both categories 2009-2011 Rosen Centre Hotel - Orlando, FL

Guest Relations Manager

● Department head for a 1300-room hotel Call Center

● Managed a group of 20 associates, payroll, P&L critiques, budgeting, training and development for the guest relations team

● Created and trained new “standards of service” for the department increasing customer service performance metrics by 7%

● Developed a profit-producing incentive that resulted in a $400,000 revenue for a previous non-revenue department through meeting phone set-ups for groups 2006-2008 Marriott Vacation Club International, Corporate Office – Orlando, FL Executive Manager of Customer Advocacy

● Corresponded on behalf of the President of MVCI and Mr. Marriott for service recovery of all departments globally, including: customer acquisition, demand generation, service fulfillment, financial services, and onsite experience

● Identified, eliminated, and coached all areas of the field in deficiencies and reported to executive committee for detailed information on all opportunities within MVCI

● Utilized, trained, and supported company sponsored service recovery program to all areas of the business which reduced overall restitution cost and increased customer satisfaction

● Developed lifelong relationships with domestic and international customers that increased brand loyalty as well as overall sales

Senior Manager of Ritz-Carlton Member Services, Ritz-Carlton Club – Orlando, FL

● Opened new Member Services corporate office, worked with club operation staff to provide the finest personal service to Members and assisted the Members in maximizing their fractional ownership investment

● Built personalized relationships with Members by documenting all Member preferences in CRM/Seibel which created the Ritz-Carlton experience

● Opening Manager for the new Ritz-Carlton member services call center office in Orlando

● Hired, trained, and executed successful transition of department from Salt Lake City to Orlando

● Project manager for data analysis and statistics forecast of membership usage which increased resort occupancy

2005-2006 Ginn Company – Reunion, FL

Resident Manager, Reunion Resort

● Resident Manager for 2 communities at Reunion Resort

● Leader of housekeeping and engineering teams at both communities

● Provided accounting support for Owner rental revenues and tracked all invoices to insure they were in line with the operating budget

● Created productivity report which reduced housekeeping labor costs

● Introduced MOD program for the resort which increased problem resolution and accountability for all departments

2000-2005 Wilson Management – Kissimmee, FL

Director of Front Office – Orange Lake Resort

● Supervised all front desk associates for a 2,000 room property (3 managers, 22 agents, 4 bellmen, 3 greeters, and 5 shuttle drivers)

● Performed monthly financial notes against P/L reports and provided detailed key operating indicators for all variances

● Developed, managed, and operated below cost for a $1,000,000 Operating and Capital Expenditures Budget

● Created weekly training topics for all staff and managers to reduce turnover and increase comment card ratings which earned the department the highest rating on the resort Assistant Director of Housekeeping - Orange Lake Resort

● Manager of housekeeping, laundry, and common areas

● Facilitated training and development of 8 managers, 40 supervisors, and 115 housekeepers

● Created room inspection incentives for housekeepers and supervisors that increase levels of cleanliness and increased customer overall satisfaction.

● Assisted with managing operating budget and productivity levels that reduced overall cost for the department. 1995-1999 Marriott Hotels - Atlanta, GA/Orlando, FL Assistant Front Office Manager, Renaissance Hotels – Atlanta Concourse, Orlando Airport, Renaissance Orlando Resort

● Utilized labor standards to control labor cost to below budget for all front office positions

● Participated in all management activities involving associate motivation, morale, and empowerment

● Managed overall operation of Front Office to include: Front Desk, scheduling, interviewing, reviews, training, PBX, concierge, transportation, health club, and bell staff

● Created an ongoing training program to include technical problem solving and service training which reduced turnover for the department.

Education

● Certified Strengths Coach for the Clifton Strengths Program

● A.A.S., Psychology Polk Community College, 80 credits completed Additional Qualifications

● Proficient in Microsoft Office, Visio, as400, and Seibel CRP systems

● Boy Scouts of America – Troop Leader and previous Star Scout

● Active community service member: Children’s Miracle Network advocate, Second Harvest, Special Olympics, and Spirit to Serve

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