Highlights of Qualification:

**+ years of Customer Service & Professional Experience

* ***** ** ******** ********** Experience

* ***** ** *********** **********

Action-oriented, proactive, self-starter with the ability to multitask, and retain information in a fast-paced work environment

Education:

University of Michigan-Flint

Bachelor of Arts in Communication

September 2010 to September 2014

Work Experience:

Aerotek April 2018-Present

Delivery Coordinator - Ford Motor Company, Mercedes Benz Financial Services, and APTIV

2018 Rookie of the Year & 2019 Delivery Coordinator of the Year

Maintains and retains 200+ Engineering contract employees through on-site meetings at the client, as well as phone calls while providing world class customer service

Performance Management for Employees including, but not limited to gathering performance feedback from client supervisor, presenting feedback, consistent 30 day touchpoints when needed for performance management, and off-boarding

Used Strategic planning skills to assist employees with creating a career focused development plan

Managed Immigration Processes, and communication with Law Firm for the following Visa Types: TN, OPT, CPT, H1B, F1, etc.

Fluent in Concur, SharePoint, WebEx and all Microsoft Office Programs including but not limited to Microsoft Word, PowerPoint, Excel, Teams, Publish, Outlook etc.

Resolved concerns for employees and clients in the following areas: employee relations concerns, merit increases based on business cases/market, employee benefits, unemployment, and payroll.

Managed the Inclusion & Diversity through planning innovative employee engagement events including Family Feud, Holiday Party, Caramel Apple Bar, Book Club, Potlucks, Cubicle Decorating Contests, Events for Family Etc.

Porsche Cars North America September 2016 - April 2018

Customer Experience Specialist

Works directly with Dealership Management and Regional Management within PCNA to resolve customer complaints, and achieve maximum customer satisfaction

Assists customers with addressing manufacture defects during the warranty period through communication with the dealership, as well as technical resources within PCNA

Coordinates communication between the customer and dealership personnel to handle workmanship and sales related issues

Corresponds with customers over multiple professional mediums including marketing mailers, email, surveys, Twitter, Facebook inbound, and outbound calls

Researches questions asked by customer using resources such as an owner’s manual, or other company documents

Handles and negotiates goodwill care packages with prestigious customers

Completed recall pre-qualification process that included outbound phone calls, communication with dealership, and an incentives program for the customer

Pillar Hotels and Resorts

July 2013-September 2016

Hampton Inn-Grand Rapids-North: Assistant General Manager

Assigned duties to staff and observed performance to ensure adherence to hotel policies and established operation procedures

Provided training, including safety training, to staff

Selected all hotel staff and completed all new hire paperwork

Reviewed employees’ performance and conducted personnel actions such as disciplinary actions and terminations

Maintained accurate records including cash flow sheet, direct bill accounts, credit card receipts, credit cards and IRS

Conducted and planned staff meetings

Adhered to all franchise and company procedures

Received, and resolved all guest complaint and employee issues

Holiday Inn-Flint: Restaurant Manager

Developed short and long term financial and operational plans for the restaurant which will support the overall objectives of the restaurant and of the hotel

Scheduled employees at the proper staffing levels; monitored labor cost daily to ensure efficiency in scheduling

Ensured restaurant adheres to all standards as determined by brand or hotel franchise

Conducted pre-shift meetings to inform staff of daily events; reviewed daily specials

Reviewed performance evaluations, recognized employees for outstanding service and disciplined employees through a formal write-up process

Monitored performance of restaurant through analysis of guest feedback and financial reports; initiated corrective action as needed

Recruited, staffed, and trained department using company hiring and training standards

Courtyard by Marriott-Flint: Housekeeping Supervisor

Assisted in the hiring, training and career development of all housekeeping employees; assisted with performance evaluations and communicated performance standards to employees

Inspected level of cleanliness in guest rooms, storage areas, laundry areas, restrooms and public areas; Reported need improvements to subordinates and upper –level management

Assisted in scheduling staff according to standards and forecasted occupancy

Distributed keys and work assignments to staff while maintaining security of equipment and other supplies issued

Ensured cleaning and servicing of guest rooms was carried out in a timely and organized manner according to procedures and standards

Co-Curricular Activities:

Sigma Sigma Sigma-Theta Beta

Relay for Life Team Lead

January 2014-April 2015

Coordinated 60+ members to successfully raise over $6,000 dollars donated to Cancer research

Planned, coordinated, and got donations for a Pancake dinner to help the cause

Created a document to send to potential sponsors and donors

Met with sponsors and donors to get additional donations for our team

Recruitment Director

March 2012-December 2013

Managed records of potential new members

Assigned active sisters the duty of meeting with potential new members

Held workshops to teach active sisters how to actively recruit in a values-based way

Maintained a need/want list of members with necessary qualifications listed when necessary

Treasurer

December 2011-March 2012

Kept track of dues billed to and paid by each member

Sent members to collections as needed when dues were not paid

Prepared and presented an increase in dues to improve amount spent on recruitment, semi-formals, and sisterhoods

Completed and submitted taxes and financial documentation to ensure chapter’s financial success in the future

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