Customer Service Manager
Resume:
Roberta Clark
P. O. BOX ******* Charlotte, NC ***24 * Mobile No. 704-***-*****
E-mail: *************@*****.***
Profile
Motivated business professional with over 25 years of customer service. 17 years of Hospitality management at a full-service property. I handled reservations, room revenue forecast, reporting and third party rate negotiations. Accustomed to handling highly sensitive customer and employee information. I have 3 years of collections experience. I have 1 year experience in a Financial institution. Skilled with the ability to meet and exceed customer needs. Able to adapt to new policies and procedures. Knowledgeable of the personal business professional model in order to exemplify excellent customer service.
Professional Skills
*Sales and Marketing* Written Correspondence* General Office Skills
*Computer Skills* Customer Service*Experience A/R and A/P* P/L reports
*Experienced with more than 17 years of Customer Service Management experience
*Handled confidential and highly sensitive customer and company information
*Experience Manager with more than 20 years of training, coaching and monitoring
*7 years of Call Center Experience
Employment History
Holiday Inn Center City, July 02 to Present
Charlotte, NC
Night Manager
Responsible for interviewing, hiring, training and coaching employees. Train upsell techniques.
Prepare budget, prepare daily financial reports, expense reports.
Negotiated nightly rates with third party vendors.
Provide welcoming customer service to guests and corporate clients.
Handled front office duties.
Alltel Communications, July 97 to July 04
Matthews, NC
Call Center Team Leader
Conducted training for new products and services. Provided continued support once new products and services had been launched.
Coached and mentored Reps to assist them with reaching departmental goals.
Kept representatives updated on company policies and procedures
Education:
Montreat College, Business Administration
Charlotte, NC
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