Customer Service Manager
Resume:
Tiffany Crowley
Customer Service Manager with over 20 years of diverse experience and training.
Braselton, GA 30517
***********@*****.***
With over 20 + years of management experience, within these positions, I have lead teams of 5 to over 55+ employees, beat goals by over 350% and achieved high listed ranking and corporate recognition multiple times. I have studied and followed all kinds of guidelines and regulations such as OSHA, FDA, cGMP, GHA, CLIA and Fair Housing. Employee appreciation and development have always been a high priority focus, as when you invest in your employees, the employees invest more into their work, providing a greater ROI.
Authorized to work in the US for any employer
Work Experience
Property Manager
Weinstein Properties-Buford, GA
January 2024 to July 2024
• Managed and oversaw daily operations of the residential properties, ensuring efficient and smooth functioning of all aspects of property management
• Developed and maintained positive relationships with tenants, addressing concerns and inquiries promptly, contributing to a high tenant satisfaction rate
• Conducted regular property inspections to identify maintenance needs, safety hazards, and compliance issues, ensuring a well-maintained and safe living or working environment
• Conducted market analysis and participated in weekly revenue calls to set competitive rental rates, contributing to increased property revenue and market competitiveness
• Handled tenant disputes and conflicts professionally and effectively, maintaining positive relationships and minimizing legal complications
• Conducted regular staff training sessions for property maintenance and management personnel, enhancing team productivity and performance
Assistant Front Office Manager
Lake Lanier Islands Resort-Buford, GA
October 2022 to December 2023
Works closely with management, employees and supporting departments through reliable and consistent relationships to provide a professional and enjoyable experience for every guest that books a stay with Legacy Lodge
Highly focused on customer service and where adjustments need to be made to provide a more empathetic but responsible response to guest concerns and issues and is constantly working with staff to ensure they feel empowered and confident in their ability to provide such a high level of customer service and service recovery when needed
Accepts personal responsibility and ownership of decisions made regardless of the outcomes and works closely with fellow management to provide a strong and cohesive unit to support the surrounding branches of the Rooms department
Often assists other departments with requests that over laps into the Rooms Department such as billing corrections, compensation adjustments and accommodation upgrades Filters through applicants and interviews for various positions needed while seeking out key skills and talents that can be added to our current team and environment Assists in training and directing employees in operational procedures through verbal and written communications
Assisted with payroll and employee timecard reconciliation and time off/scheduling requests for Front Desk, PBX, Reservations, Group Rooms Coordinator, Night Audit, Front Gate, Trolley, Cart Attendants and Spa staff
Assists with maintaining weekly resumes and ensuring the staff is knowledgeable of the contracted commitments to each guest/group
Primary focus of monitoring the front gate and it's staff, as well as being fully hands on with managing Tranquility Spa and all of it's daily duties and tasks associated with the day to day procedures Works closely with contracted AAA to ensure the best welcoming experience is being provided ACCOUNT EXECUTIVE
GANNETT MEDIA-Braselton, GA
November 2021 to October 2022
Works a book of business designed to grow revenue and cultivate relationships with clients. Uses proven sales techniques to help client determine best path for success with advertising products. Manages order entry and oversees ad approval from the client. Exercises excellent customer service at all times with intentions of providing valuable customer service and interactions with the client.
Works as part of a team, both providing support and relying on others for support as well. Works closely with manager to determine best approaches and direction to reach sales goals. Uses time management skills and efficiency to ensure all tasks are done within a timely manner. CLASSIFIED SALES MANAGER
GANNETT MEDIA-Athens, GA
February 2019 to November 2021
Handles all Classified ads, including Legal Ads, Obituaries, and Classifieds related Retail ads. Manage meeting weekly deadlines and monthly and quarterly goals. Acts as a local customer service rep to satisfy the concerns and needs of customers Manages classifieds sales efforts through outbound telemarketing efforts to grow revenue with a focus on digital and print recruitment
Consistently meets or exceeds monthly and quarterly sales targets Uses experience and judgment to plan and accomplish goals Designs, orders and verifies all ads within classifieds are ordered and placed with accuracy Follows legal guidelines and requirements for Legal ad placement as well as followup with notarized affidavits as needed
Maintains Service Directory within multiple papers FRONT OFFICE MANAGER
HOLIDAY INN EXPRESS-Commerce, GA
November 2018 to February 2019
Worked collaboratively with all members of the front office team in departmental planning, development and execution.
Ensured front office staff and management was properly trained to standards and able to carry out the operations of each department.
Ensured that all complaints regarding service and/or accommodations are investigated and resolved. Provide Leadership / Mentoring to Front Office staff. Maintain complete knowledge of all Front Office department policies/service procedures. Monitor security of public areas of the hotel.
Provide training, development, professional discipline, and positive support for all department employees to ensure qualitative standards and growth, depth and development. Anticipate guests and employees needs and respond promptly. Promote positive guest relations at all times.
CENTER MANAGER
BIOTEST-Athens, GA
March 2014 to July 2018
Managed and monitored Center expenses and budget to meet expected goals. Oversaw center staffing and monitored labor costs with minimal overtime. Utilized human resource techniques with effective interviewing, counseling, discipline, and motivational techniques for employees including required documentation.
Developed plans to achieve Center objectives and utilized applicable resources to measure effectiveness of plans and consistently met or beat corporate set goals Communicated with staff customers and Corporate Office, verbally and in writing, regarding policies, regulations and programs.
Worked closely with Quality Assurance Specialists to ensure compliance to all Standard Operating Procedures. Participated and lead weekly Compliance Meetings with Quality Assurance Specialists. Utilized applicable computer systems for donor and plasma unit management and sample processing systems e.g. rapid entry, packing lists, labeling, sample mailings, plasma shipments, UTRFL’s and management of Unsuitable Units, Re-classing Donors and Units. Regularly participated in, and hosts, Audits and Inspections by Customers and Regulatory Agencies. Preparation for audits and inspections prior to the scheduled date(s) may include items such as: Center cleaning, facility repairs, staff training, preparation of documents, and assisting Quality Assurance Specialist.
Worked closely with the Donor Services Representative on all center promotions, community events, and employee relations (incentives).
Implement special incentive bonus promotions for donors participating on various Immunization Programs to improve donor retention.
ASSISTANT GENERAL MANAGER
HOLIDAY INN EXPRESS-Dickson City, PA
April 2011 to September 2013
Managed all interviewing and hiring of employees for all departments. Extensive overview of breakfast are and inventory. Worked closely with GM on budgeting, goals, and identifying Rates and trends of the surrounding areas. We were ranked 13th in the nation out of 2200+ hotels of the same caliper. Supervised work at all levels (receptionists, kitchen staff, housekeeping, office employees, facilities etc.) and set clear work objectives
Planned activities and allocated responsibilities to achieve the "work smarter, not harder" atomosphere Manage budgets/expenses, participated in weekly finance calls Communicated with customers on all levels, from greetings, to fairwells, to billing issues and customer complaints
Collaborates with Sales to arrange and coordinate external parties such as suppliers, travel agencies, event/conference planners etc.
Inspect facilities regularly and enforce strict compliance with health and safety standards RESTAURANT MANAGER
TONY'S SUSHI II-East Moriches, NY
June 2000 to April 2010
Managed all Front of the House aspects of 3 of Tony's Sushi locations. Handled hiring, training, and recruitment. Planned and designed menues and all advertising. Did all ordering and inventory for FOH Education
High school diploma
Skills
• Time Management
• Goal Oriented
• Training & Development
• Account Management
• Management
• Fundraising
• Quality Inspection
• Recruiting
• Leadership
• Quality Assurance
• Guest Relations Experience
• Labor Cost Analysis
• Office Management
• Expense Management
• Time management
• Data entry
• Clerical experience
• Customer service
• Hotel experience
• Budgeting
• Hospitality
• Office Administration
• Restaurant management
• English
• Hotel management
• Microsoft Office
• Payroll
• Customer service
• Customer relationship management
• Hospitality
• Upselling
• Hotel experience
• Resort
• Workday
• Leadership
• Order entry
• Salesforce
• Account management
• Property Management
• Fair Housing Regulations
• Yardi
• Negotiation
Assessments
Customer focus & orientation — Proficient
May 2021
Responding to customer situations with sensitivity Full results: Proficient
Attention to detail — Proficient
October 2021
Identifying differences in materials, following instructions, and detecting details among distracting information
Full results: Proficient
Management & leadership skills: Impact & influence — Proficient October 2021
Choosing the most effective strategy to inspire and influence others to meet business objectives Full results: Proficient
Supervisory skills: Motivating & assessing employees — Proficient September 2022
Motivating others to achieve objectives and identifying improvements or corrective actions Full results: Proficient
General manager (hospitality) — Proficient
March 2021
Solving group scheduling problems and reading and interpreting P&L statements Full results: Proficient
Spreadsheets with Microsoft Excel — Proficient
August 2022
Knowledge of various Microsoft Excel features, functions, and formulas Full results: Proficient
Work style: Conscientiousness — Proficient
January 2024
Tendency to be well-organized, rule-abiding, and hard-working Full results: Proficient
Management & leadership skills: Impact & influence — Proficient September 2023
Choosing the most effective strategy to inspire and influence others to meet business objectives Full results: Proficient
Office manager — Proficient
August 2022
Scheduling and budgeting
Full results: Proficient
HR: Compensation & benefits — Proficient
September 2022
Knowledge of compensation and benefits programs
Full results: Proficient
Administrative assistant/receptionist — Proficient December 2023
Using basic scheduling and organizational skills in an office setting Full results: Proficient
Management & leadership skills: Planning & execution — Proficient December 2023
Planning and managing resources to accomplish organizational goals Full results: Proficient
General manager (hospitality) — Proficient
October 2021
Solving group scheduling problems and reading and interpreting P&L statements Full results: Proficient
Customer service — Proficient
October 2021
Identifying and resolving common customer issues
Full results: Proficient
Front desk agent (hotel) — Proficient
August 2022
Selecting hotel rooms based on verbal requests and identifying errors in hotel data Full results: Proficient
Recruiting — Proficient
December 2023
Managing the candidate sourcing and selection process Full results: Proficient
Sales skills — Proficient
May 2021
Influencing and negotiating with customers
Full results: Proficient
Typing — Proficient
October 2021
Transcribing text
Full results: Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
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