General Manager Customer Service
Resume:
MELANIE STOCKELMAN
S U MMARY
Highly driven General Manager successful at implementing strategic approaches to drive profitability and sales. Recognized for performance excellence in operations and customer care. Successful at motivating, training and developing team members to drive profitability in highly competitive environment. Customer-oriented with 15 years of experience focused on increasing production and minimizing downtime. Adaptive and deadline-oriented with capacity to execute and complete multiple projects in high-stress environments. Meticulous leader and strategic planner with comprehensive managerial acumen.
E X P E R I E N C E
General Manager
Sprague Hotels Columbus, IN June 2023 - December 2023 Assistant General Manager
Sprague Hotels Columbus, IN February 2021 - May 2023 Developed and implemented operational strategies to improve efficiency, reduce costs and maximize customer satisfaction.
Managed all aspects of daily business operations including budgeting, staffing, scheduling, inventory control, customer service and sales. Coordinated training activities for employees to ensure compliance with company policies and procedures.
Resolved customer complaints quickly while maintaining high quality standards of service delivery.
Identified areas of improvement in current business practices and collaborated with other departments to develop action plans for implementation. Provided guidance and support to subordinate managers in order to foster an atmosphere of cooperation throughout the organization. Developed marketing strategies designed to increase brand awareness within target markets.
Prepared detailed reports for senior leadership outlining key performance metrics related to operational success.
Ensured compliance with applicable laws, regulations and industry standards pertaining to operations management.
Trained employees on duties, policies and procedures. Created schedules and monitored payroll to remain within budget. Administered employee discipline through verbal and written warnings. Conducted employee evaluations to provide adequate feedback and recognize quality performance.
Designed sales and service strategies to improve revenue and retention. Recruited, trained and empowered employees to achieve key performance indicators.
Ensured that customer service standards were met or exceeded at all times. Monitored inventory levels and placed orders for new stock as needed. Resolved customer complaints in a timely manner while maintaining a professional demeanor.
Provided training, guidance, and support to staff members on proper procedures S K I L L S
Financial Administration
Advertising and Marketing
Contract Negotiations
Account Management
Customer Relationship
Management
Staff Supervision
Time Management
Training and Development
Change Implementation
Team Player
Performance Improvements
Expense Control
Project Management
Program Administration
Quality Management
Schedule Management
Operations Oversight
P&L Management
Employee Development
Customer Relations
C O N T A C T
*****************@*****.**
m
Seymour, IN 47274
E D U C A T I O N A N D
T R A I N I N G
Bachelor of Science
Applied Mathematics
Indiana University Bloomington,
Bloomington, IN
May 1995
A C C OMPLISHMENTS
At the Courtyard by Marriott, scores
were in the 20's when I started. When I
left the scores were in the 90's. I was so
happy with my effort of hiring and
training a staff. Most of my time spent
there was without a Manager. I was
Property Manager
Eastlake Woods Apartments Columbus, IN December 2016 - May 2019 and policies.
Implemented safety protocols to protect both customers and employees from potential hazards.
Maintained accurate records of employee attendance, payroll information, sales figures.
Collaborated with other departments within the organization to coordinate projects.
Prepared weekly schedules for staff members based on their availability. Assisted in the recruitment process by conducting interviews with prospective candidates.
Performed administrative tasks such as filing paperwork, preparing documents. Motivated and led team members to work together to achieve targets. Managed store cash intake with high accuracy and prepared daily bank deposits. Managed and mentored staff to carry out operational directives with high productivity and accuracy.
Disciplined and maintained staff to deliver hospitable, professional service reflecting business initiatives.
Applied knowledge of coverage needs and individual employee strengths to produce successful team schedules.
Enhanced team engagement and performance with daily updates and informational meetings.
Fostered performance-oriented environment focused on promoting team collaboration, personal accountability and long-term business success. Delegated work to staff, setting priorities and goals. Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Conducted periodic inspections of properties to ensure compliance with safety regulations and tenant requirements.
Developed and implemented effective leasing strategies to maximize occupancy rates.
Assessed rental applications, conducted background checks, and approved or denied prospective tenants based on established criteria. Managed all maintenance requests from tenants in a timely manner. Coordinated with vendors for the procurement of services such as repairs, renovations, landscaping.
Ensured that all rent payments were collected on time by following up with delinquent tenants.
Maintained accurate records of financial transactions including rent collections, security deposits, and other income sources.
Established policies regarding tenant relations and enforcement of rules and regulations within the properties.
Processed evictions when necessary in accordance with state laws and procedures.
Resolved tenant complaints quickly and effectively while ensuring customer satisfaction.
Monitored market trends to ensure competitive pricing structures for units under management.
Advised owners on potential improvements or investments that could increase the value of their properties.
Prepared monthly reports detailing financial performance data such as revenue looked at to fill in and get the job
done. I stayed focused on hiring a staff
and training them to brand standards.
C E R T I F I C A T I O N S
I know several hotel software
applications: Fosse, Opera, OnQ, and
started learning Pep. While working
with Spraque Hotels I had the
opportunity to work with Hampton Inn
and Holiday Inn Express and Suite
brands.
Project Supervisor
Stratosphere Quality Fishers, IN December 2010 - July 2014 growth, expenses incurred.
Developed marketing plans to promote vacant units through various channels such as online listings or print media ads.
Implemented cost-cutting measures where appropriate in order to reduce overhead costs without compromising quality standards. Evaluated current staff members' performance levels in order to determine training needs or staffing changes if required.
Provided guidance and support to junior team members in order to facilitate their professional development.
Participated in industry conferences and events in order to stay abreast of new technologies related to property management practices. Inspected properties regularly to identify deficiencies and schedule repairs. Met with prospective tenants to show property and assess applications or sign leases.
Exercised direct supervision over property staff.
Updated tenant and unit information to keep current in housing database. Oversaw and monitored preventative maintenance and energy management inspections and programs.
Developed project plans and managed resources to ensure projects were completed on time and within budget.
Ensured all project activities adhered to quality standards, safety regulations, and applicable laws.
Monitored progress of projects and provided regular updates to stakeholders. Conducted risk assessments for each project and developed strategies for mitigating risks.
Coordinated with contractors and vendors to ensure timely delivery of materials and services needed for projects.
Collaborated with internal teams to define goals, objectives, deliverables, timeline, resource requirements, budget constraints. for the assigned projects. Communicated effectively with team members regarding project expectations and deadlines.
Managed changes in project scope, schedule, and costs using appropriate verification techniques.
Identified potential issues that may impact the successful completion of a project and devised solutions as needed.
Provided technical guidance to staff members when required during the course of a project's execution.
Analyzed customer feedback data from completed projects in order to identify areas of improvement for future initiatives.
Maintained records of project progress including task completion status reports, financial tracking documents.
Organized review meetings with relevant personnel throughout the lifecycle of a project in order to assess its success rate.
Oversaw day-to-day operations related to assigned projects in order to ensure smooth workflow processes.
Identified manpower, equipment and resource needs for field projects. Outlined work plans, assessed resources and determined timelines for projects. Maintained close connection with project personnel to quickly identify and resolve problems.
Updated project plans based on changing objectives, specifications and staff availability.
Inspired team members by fostering positive environment and boosting employee Perry County Learning Center Coordinator
Perry County Learning Partnership Tell City, IN May 2008 - November 2010 services and programs
confidence.
Trained employees in safety processes and procedures to comply with corporate rules.
Trained and coached key team members on production techniques to establish expectations and comply with quality guidelines.
Kept project teams on-task with proactive control of budgets, schedules and scopes.
Identified project needs by reviewing project objectives and schedules. Developed and implemented effective learning plans for students. Organized workshops and seminars for students to enhance their academic skills. Assisted instructors in creating a positive learning environment for students. Drafted reports summarizing student performances and submitted them to school administration.
Maintained accurate records of attendance, grades, test scores, and other pertinent information related to the Learning Center programs. Coordinated activities with outside organizations such as universities, businesses, libraries., that support the Learning Center mission. Conducted training sessions for new tutors regarding learning center policies and procedures.
Provided guidance counseling services as needed by at-risk students in the Learning Center program.
Researched and prepared reports required by governmental agencies. Computed balances, totals or commissions to support accounting team. Analyzed financial activities of department to share budgetary input with managers.
Responsible for the marketing and recruitment of all Community Learning Center Formed collaborations with leaders from various industries and academic institutions
Conducted grant research and prepared necessary documents Acted as a liaison for effective exchange of information between businesses and WorkOne.
A C T I V I T I E S A N D H O N O R S
In my down time I enjoy playing with my 3 dogs or refurbishing old furniture. Sometimes I even try my hand at a five course meal.
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