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Management customer service administrative human resources training

Garner, NC
March 16, 2020

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Raleigh, NC



Accomplished hospitality professional and Certified Brand Trainer with a proven track record of exceeding goals, increasing revenues and impacting customer service scores. Known as a motivational and team-oriented player with strong communication and leadership skills. Possessing expert knowledge in training solutions and blended delivery of operational, compliance, brand and leadership instruction for Executive Teams and personnel. 15+ years of workforce management, human resources and administrative experience.

Authorized to work in the US for any employer


Director of Operations

PM Hotel Group – Raleigh, NC 2007 to 2018 Ashburn, VA 2018 to October 2019

•Collaborated with executive teams to plan, develop and implement service programs based on market strategies

•Payroll processing for 3 hotels and up to 250 employees

•Conducted onboarding, sexual harassment, recovery and emotional intelligence new hire trainings

•Revenue management for 2 locations maintaining a RevPar score of 15% higher than cluster

•Inventory and budget management for 5 departments; sales orders, vendor contracts and invoicing for retail and events

•Event coordination for corporate meetings, employee rallies, sales and VIP events

•Developed and implemented branded compliance service plans, increasing QA scores by 25%-60% for 3 locations

•Facilitated brand, sales, service and leadership trainings monthly. Class sizes varied between 10 to 150 students

•HR responsibilities including recruiting, interviewing, hiring, 30/90/annual reviews, documentation and terminations

•Created personalized training curriculum for associates and leaders based on their professional history and/or learning styles

•Responded and maintained guest reviews on 4 social media platforms

•Corporate task force for transitional hotels in Philadelphia and Ashburn

•Daily use of the Microsoft Office Suite, Outlook, Google Docs, and Ultipro software

Professional Timeline: Corporate Task Force Philadelphia and Ashburn- 2017 Rooms Manager Sheraton Raleigh- 2015 Master Brand Trainer/QA Champion Raleigh-2013 VIP & Club Services Raleigh-2009 Front Desk Supervisor Raleigh- 2007

Assistant District Manager

The Pantry, Inc - Fuquay-Varina, NC 2005 to 2007

•Acknowledged customer issues and resolved their problems quickly and efficiently

•Recruited and trained store supervisors and managers

•Conducted market research to learn of current trends and to perform sales activities

•Evaluated the customers’ needs and provided service options to meet their requirements

Executive Assistant

Act 1, Inc - Rogers, OH 2000 to 2005

•Answered professional and personal calls for higher-level workers; responded to client inquiries and complaints

•Facilitated communication between executives and other departments; handled sensitive and private data regularly

•Arranged company-funded travel arrangements; scheduled events and meetings

•Provided assistance during presentations or tours

•Created company-wide retention file system

•Assisted in other areas of company as needed


MBA / Human Resources

Bachelor's in Business Science

Associates in Human Services


Progress Energy Annual Leadership Conference 2010

Featured in the VP's quarterly leadership presentation for excellence in service and leadership

Private Digital Media Magazine 2009

Interviewed and featured in a private tech magazine in regard to the creation and implementation of social media strategies that increased revenues


•Written & Verbal Communication

•Customer Service

•Detail Oriented


•Team Building




Issac Hunter Excellence in Service Nominee 2009

Employee of the Month and Year 2009

Ranked #1 of 250 for VIP services 3 years in a row 2009-2012

Manager of the Quarter 2018

Top Enrollment Scores 2nd Quarter 2019

•Training & Development/ Change Management

•Revenue Management

•Event Coordination

•Risk Management

•Quality Assurance

•Problem Resolution

•Social Media Management

•Inventory Control

•Payroll Systems

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