Leadership/Account Manager

LEADERSHIP / ACCOUNT MANAGEMENT / CUSTOMER SERVICE POSITION

Qualifications Profile

Client-focused and goal-driven professional with broad-based experience in account and operations management within the travel industry. Adept at delivering first-rate client services, conducting contract negotiations, planning and coordinating events, generating cost savings, analyzing organizational procedures, and developing innovative solutions toward sales and company growth. Strategic and positive leader; armed with excellent communication and interpersonal skills to establish long-term relationships and productive alliances with individuals and other professionals. Articulate communicator with basic knowledge of Spanish language.

Core Competencies

Profit and Revenue Optimization

Business and Social Networking

Budget Administration

Report Documentation and Presentation

Business Process Analysis

Staff Hiring and Training

Process Improvement

Team Building and Development

Relevant Experience

CONFIDENTIAL, Los Angeles, CA

Director of Operations 2009–Present

Account Manager 2004–2009

Operations Manager 1999–2003

Senior Visa and Passport Consultant 1996–1998

oConduct thorough research for the execution of appropriate processing guidelines, ensuring government compliance to guarantee accurate handling of all international visa and passport requests

oPerform multiple human resources tasks including the following:

Assessment, modification, generation, and implementation of corporate policies, work standards, and job descriptions; and

Recruiting experience; interviewing, hiring, onboarding, training, and oversight of staff securing a positive and productive working environment

oActively interact with high-profile staff, vendors, and clients while maintaining a high level of confidentiality and integrity, as well as with the Corporate Team in creating new services to provide benefits to clients and produce greater profits

oConducts and oversees employee training, one on one discussions and annual performance reviews

Career Highlights:

Served as the driving force in attaining consistent client satisfaction rating of 97% and more repeat clients through excellent customer service delivery

Played a vital role in delivering effective sales presentations, formulating customized solutions and services, rendering customer training and support, and ensuring expectations were met to build, manage, and expand relationships with new and existing corporate clients, thereby achieving more than 5% yearly sales increase

Closely collaborates with IT and Project Management teams to develop innovative features and functions for company systems and websites, which enabled easier use for clients and higher productivity for operations

Functioned as member of the Results Inspiring Service Excellence (RISE) Team that facilitated regular local and national special company and employee recognition events to drive greater productivity, better quality, and a positive office morale

Successfully administered accounting functions involving budgeting, banking, payments to issuing authorities, accounting software maintenance, and daily payment reconciliations that resulted in 100% accuracy each day

Demonstrated outstanding performance, thus gaining multiple Employee of the Month awards

Other Experience

VCA Animal Hospital, Burbank, CA

Front Office Administrator Veterinary Assistant

Tree House Animal Foundation, Chicago, IL

Animal Caretaker Adoption Counselor Assistant Manager of the Treatment Facility and Shelter

Education

Los Angeles City College, Los Angeles, CA

Coursework in Photography and Psychology

Oakton Community College, Des Plaines, IL

Professional Development

Certification: CEB Global Management Excellence Certification, Active

Background Clearances: US Department of State, Chinese Consulate, Saudi Arabian Consulate and Brazilian Consulate

Training: Fred Pryor Supervisory Skills Training Programs

Activities

Advisory Board Member: Rutgers Customer Experience Certificate Program

Volunteer: Food on Foot spcaLA Chicago Veterinary Emergency Clinic Habitat for Humanity

Publisher and Distributor: Independent Music Fanzine

Technical Skills

Microsoft Office Suite (Word, Excel, PowerPoint, and Outlook Email)

Macintosh

Hiti Photo Printer

Various Office Equipment such as Xerox, Hewlett Packard and Canon scanners/printers

Saudi Arabian Enjaz

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