Customer Service Data Entry

JOANNE SALSER

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

Leland, North Carolina 28451

Phone: 303-***-****

*******@*****.***

EXECUTIVE SUMMARY

Proven record of excellence in management, administration and supervision of business operations. Strong leadership and supervisory skills to assure positive customer service and efficiency. Effective communicator with exceptional training and motivational skills. Establish long-term customer loyalty through attention to detail, quality and servicing customer needs. Administrative and human resource skills include: staffing, budgets, payroll, bookkeeping, profit/loss reporting, cash management, bank reconciliations, purchasing, and inventory and compliance issues.

EMPLOYMENT HISTORY

Data Entry and Records Management: 2011 – Present

Part time - Remote

CTAP, Lafayette, Co

All records management of Rail Car deliveries to 8 Cities.

Matching and attaching all inspections to invoices prior to billing.

All other duties assigned.

Deputy Town Clerk

Town of Erie: July 2018 – Present

Records Management – Responsible for recording all records that are pertinent to the management of the Town of Erie.

All legal recordings of property.

Responsible for the Colorado Open Records Acts reports.

Maintain all records for the Mount Pleasant Cemetery.

Customer Service.

Attend all Board of Trustees Meetings and keep accurate Meeting Minutes.

All other duties that are important to the Town Clerk’s office.

Temporary Office Employment

Robert Half Employment: April, 2011 — Present

Assigned Temporary positions in all phases of office positions

Variety of positions from front desk assignment, Accounting, inventory clerk

Length of employment varied from several days to 5 years

Assistant Manager Corporate Sales and Service

Vail Resorts: January, 2009 — October, 2015 (6 years 9 months)

Responsible for 30 agents and 2 direct reports on management team

Responsible for all hiring and maintenance of agents

Responsible to onboard all agents at the beginning of the season and maintain proper records for each

Maintain and report payroll for all hourly staff

Answer all Vail Resorts Comment (service problems) and Season Pass email boxes for the resort

Must respond with solutions and answers to positive as well as negative emails

Responsible for all communication with Beecher Carlson Insurance Co for all insurance claims filed with the company for injuries on the mountain or non use of ski passes purchased for the currents seasons

Positive influence on agents in order to mentor and develop agents on phone etiquette and problem solving

Productive member of the management team to implement new ideas and develop standard operating procedures

Maintain customer service standards

Monitor and maintain Call Management Service Levels of 95% or above.

Exhibitor Service Representative

Freeman: January, 2005 — January, 2009 (4 years)

Maintain on-site Customer Service Desk at assigned trade shows

Responsible for extensive pre-show organizational tasks necessary for smooth and successful show for exhibitors

These tasks include fulfillment and confirmation of orders and in-bound freight receivers, verifying booth assignment, proofing sign copy

Oversee the preparation and execution of outbound freight at close of trade shows

Communicate necessary client needs with other departments to ensure client satisfaction

Sustain a very high customer service level with internal as well as external customers

Serve on the Customer Service Committee and other committees within the Denver Branch.

Manager of Reservation Process

Kerzner International Resorts, Inc: January, 2002 — January, 2005 (3 years)

Inventory management during oversell periods

Manage finances and forecasting for multiple company properties in Nassau and Paradise Island

Developed and implemented Standard of Operation Procedures for Hotel Reservations to assure positive customer service and efficiency

Foster & promote communication by all departments to ensure flawless execution of Operation Procedures

Implemented successful strategies to streamline reservation process thus eliminating costly oversells, loss of revenue and employee frustration

Partnered with Customer Data Warehouse to establish and maintain standardized training for date entry

Travel to Nassau, Paradise Island for training in-house procedures.

Director of Reservations and Revenue Management

Vail Resorts/Village: January, 2000 — January, 2002 (2 years)

Managed revenue for 1080 room and condo property

Partnership with Director of Yield Management to implement strategies for use of yield resulting in increase of profit margin by 83

Managed daily operations of busy reservations call center

Managed 15 employees generating strong staff retention through exceptional training and motivational skills

Implemented complete conversion of new reservations system

Project manager on the change from one Property Management System to the LMS System supported by Vail Resorts

implemented the CMS call system to track production, resulting in reduction of call abandonment by 38%

This translated to an overall abandonment rate of less that 2

Established commission incentives for reservation agents

Maintained and increased the GDS involvement for inventory maximization.

Inside Sales Manager

Vail Resorts/Keystone Resort : January, 1998 — January, 2000 (2 years)

Designed and implemented the "One Stop Shop" desk for Travel Agent business resulting in increased sales

Managed 5 agents and maintained communication with 7 outside sales managers

Participated in the design and implementation of the Ski Specialist Program for top producing Travel Agencies

This program included yearly magazine, trade shows, and booking point system

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