Customer Service Manager
Resume:
DR
David A. Rupprecht
Work History
Westerford Guest Cottages - Owner/Manager
Cape Town, South Africa
●Responded to customer requests via telephone, email, and in person including for visa and immigration purposes.
●Invoiced and ensured payment for guests' stays.
●Entered details such as payments, dates, vendors, clients, invoice amounts, etc. into the computer for accounting purposes.
●Evaluated guest requirements to ensure best product fit.
●Responded to guests' requests, offering excellent support tailored to address specific needs.
●Reached out to existing and prospective customers by phone or email, consistently increasing year on year revenue by 10-20%.
●Responded to guest requests with friendly, knowledgeable service and support.
●Solved unresolved guest issues.
●Collaborated with staff members to enhance customer service.
●Scheduled appointments with service professionals.
●Welcomed, greeted and assisted potential and actual guests, generating leads and organically expanding business.
●Supervised daily office activities, including receiving and sorting correspondence, responding to and directing calls and typing business letters and documents.
Rondebosch Guest Cottages - Front Office/Bookings Manager
Cape Town, South Africa
11/2003 - 03/2016
Aggregated and analyzed historical data for bookings in order to make accurate and reasonable quotes for accommodation.
●Resolved issues through active listening, escalating major problems to the owner.
●Responded to special requests and needs by guests.
●Supported owner through personal document management, calendar organization and collateral preparation for meetings.
●Monitored security and screened visitors entering premises.
***********@*****.*** (076-***-****
Newlands 7700
Cape Town, South Africa
Professional Summary
Skilled manager with 10+ years experience in the hospitality industry and 10+ years in sales/marketing. Experienced customer service professional with strong leadership and relationship-building skills with a background in sales and marketing. Expertise in assessing client needs. Competent administrator who is proficient in issuing quotes, gathering details and reviewing requests to meet client needs. History of being an effective team member with an ability to play Devil's advocate. Well-versed in using Excel to create and update tracking spreadsheets for marketing and forecast purposes. Exceptional leader with outstanding relationship building, training and presentation skills. Dedicated to enhancing operations by adhering to a customer focused approach. Able to work with minimal direction to solve problems, resolve conflicts and respond to customer inquiries while juggling multiple tasks and working under pressure. Effective project leader and problem-solver with a hardworking mentality. Seeking to apply ample customer service expertise and extensive experience in a leadership position.
●Participated in marketing, outreach and other visibility efforts.
●Managed busy office, greeted visitors, directed calls and provided
information to guests and potential guests.
●Provided clerical support to company employees, including copying, faxing and file management.
●Interacted with vendors, contractors and professional personnel. Communicated owner's instructions and directed activity.
●Greeted guests in a professional manner and provided friendly, knowledgeable assistance, responding to requests with friendly, knowledgeable service and support.
●Investigated and resolved guests' questions and complaints in an
Education
1999
University Of Nebraska - Lincoln
Lincoln, NE Sociology/History
empathetic manner.
●Strategized long-term business needs and drove customer feedback to improve customer service.
●Collected guest feedback and delivered reports to leadership to promote correction.
●Responded to guests' requests, offering support and tailoring recommendations to address needs.
●Studied emerging markets and market shifts, capitalizing on opportunities and creating growth by identifying new markets.
●Adhered to all confidentiality requirements at all times.
●Led transition from paper invoicing to digital invoicing.
●Surpassed occupancy goals through implementation of effective marketing strategies.
Gallup Organization - Consumer Telephone Interviewer
Lincoln, NE
01/1997 - 05/2002
●Documented records of call information.
●Gathered data and insights from participants in telephone interviews.
●Followed call center protocols when notifying participants of the purpose of interviews.
●Gathered sensitive information from those interviewed for research & marketing purposes.
●Asked open-ended questions to assess customer needs.
●Mentored new interviewers so they could contribute to the call center's positive culture and performance.
●Exceeded clients' expectations by compassionately gathering required medical and work history information to complete government sponsored surveys.
WATS Marketing - Telephone Sales Rep
Lincoln, NE
1989 - 1994
●Established excellent sales ability and strong interpersonal skills with a confident and persuasive approach.
●Consistently hit and exceeded sales goals.
●Developed and delivered engaging and polished presentations to highlight products and draw favorable competitor comparisons.
●Delivered a high level of service to clients to both maintain and extend the relationships for future business opportunities.
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