Customer Service Manager

Jacalyn Provencher

San Diego, CA; 858-***-****; *******.*.**********@*****.***

https://www.linkedin.com/in/jacalyn-provencher-a8a81173/ SUMMARY

Customer-focused and results-oriented leader in hospitality management with experience in diverse range of service and management positions, seeking to employ proven analytical skills and advance personal learning in a challenging, fast- paced role. Able to manage multiple simultaneous projects with high efficiency and accuracy, strives to understand client needs and provide exceptional results. SKILLS

● Microsoft Office

● Oscar

● Salesforce

● CRM

● PMS

● G Suite

● Adobe

● Zoom

● ThinkZoom

● PayCor

● ADP

● Prontoforms

● XACT Analysis

● GDS/ Travelport

● Guestware

● OPERA

● Predictive Index

PROFESSIONAL EXPERIENCE

National Insurance Housing - San Diego, CA Oct 2018 - Present Assistant Operations Manager

● Drive monthly review of profit & loss for $3M budget, allocating labor for maximum productivity and profit

● Manage internal operations team of 7 employees, responsible for all staffing and delivering work assignments

● Own team customer service score to 95% target based on rolling customer surveys, improving team average by 8% by prioritizing customer relationship development and faster and more frequent response time

● Created paperless environment by migrating and simplifying all record keeping and client profiles to shared drive with excellent integration of Microsoft Suite files

● Rolled-out new after-hours Call Center in Phoenix, thereby streamlining the call-outs to local associates through more efficient initiation and escalation process National Insurance Housing - San Diego, CA Jul 2017 - Oct 2018 Account Manager

● Understood and worked within customer parameters including geographic, financial, mobility restrictions and requests

● Lead supplier negotiations with realtors, property managers, land owners for hotels and temporary housing for itemized cost reduction while maintaining positive supplier relationship

● Owned average of 25 customers at a time and serviced duration of 1 to 30 days, with sense of urgency to book business and reduce customer cycle time

● Exceeded customer service target of 95% consistently, maintaining customer relationships throughout and after completion of service

● Recognized for highest revenue of all account managers in branch two consecutive years Residence Inn by Marriott - La Jolla, CA Jan 2017 - Jul 2017 Event Specialist

● Analyzed monthly profit and loss statements for $MM budget and 15%+ profit

● Cross-sold and up-sold hotel opportunities to extended-stay guests

● Local site point of contact for the remote Marriott Sales teams

● Generated LEADS by creating relationships with the guests and daily communications

● On-boarded Front Desk Associates and built skills capabilities Residence Inn by Marriott - La Jolla, CA Feb 2016 - Jan 2017 Guest Care Supervisor

● Supervised 11 front office staff in daily scheduling, staffing, coaching needs

● Developed guest relations through pre-travel outreach, onsite check-ins and issue resolution as needed

● Evaluated seasonal and capacity demand flow to establish hotel rates, anticipate sold-out situations and deliver to management during weekly revenue planning meetings

● Managed the purchasing and inventory of the onsite food and beverage market

● Designed and implemented digital scheduling and turnover documents for better visualization and utilization, including overtime reduction

JW Marriott Desert Ridge Resort and Spa - Phoenix, AZ Jan 2015 - Feb 2016 Rooms Operation Voyager

Apartment Outfitters - San Diego, CA May 2013 - Jan 2015 Management Intern / Assistant Customer Service Manager Management Intern

EDUCATION

Northern Arizona University - Flagstaff, AZ Fall 2011 - Fall 2014

● Bachelor of Science, Hotel and Restaurant Management, Minor in Business

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