Reservation Agent

PENNY D. NURSEY

P:817-***-**** E: ***********@*****.*** www.linkedin.com/in/penny-nursey-25714116

PROFILE

Consummate professional with extensive experience in several industries. Able to quickly adapt and adopt a variety of responsibilities by applying diverse transferable skills ranging from senior-level management, human resources, client relations, and technology implementation.

PROFESSIONAL EXPERIENCE

Oracle

SPECIALIST, IMPLEMENTATION

2017-Present

Facilitate meetings with stakeholders of all levels to define system requirements to ensure configuration meets business needs

Lead training sessions for end-user and system owners

Perform user acceptance testing with stakeholders

Communicate risks and provide daily status reports to project leadership

Support client by managing risks and resolving system failures during cutover

St. Andrews Memory Care

DIRECTOR, COMMUNITY RELATIONS, 2016-2017

Provide community tours to potential residents and families; assist with resolving conflicts and issues related to move-in process. Assist Community Outreach Coordinator with sales call planning and monitor outreach program effectiveness. Develop and implement community marketing action plan (MAP). Coordinate completion of move-in documentation.

Maintain Yardi database management system to continually advance sales. Monitor and maintain lead classifications in database.

Identify and report market trends to facilitate needed changes in marketing strategy.

Crown Plaza Hotel

Reported to the Front Office Manager and created exceptional guest experiences. Led shift to ensure guests received prompt attention and personal recognition throughout hotel. Ensured Rewards Club Members were recognized and made to feel welcomed. Responded to guest needs and resolved issues. Led, developed and supported Reception & Concierge team during peak periods. Conducted daily departmental briefings and provided input for regular Front Office meetings.

MANAGER ON DUTY – ADDISON, TEXAS; 2015-2016

MANAGER ON DUTY – SEATTLE, WASHINGTON; 2014-2015

Checked billing instructions and monitored guest credit.

Analyzed and approved discounts and rebates. Analyzed rate variance report to ensure revenue control.

Multatech

MANAGER, HUMAN RESOURCES – FORT WORTH, TEXAS; 2011-2012

Developed operational policies and procedures in creation of the company's HR Department. Implemented programs to enhance productivity and reduce liability through improved communications and HR practices. Served as a liaison between employees and insurance company. Utilized ADP payroll. Ensured compliance with labor laws

Created the department’s handbooks, job descriptions, performance appraisal systems.

Received Certificate of Completion of COBRA training and attended labor law seminars.

Registered the company in multiple states for revenue and Workman's Compensation purposes.

American Airlines

MANAGER, TALENT SERVICE HR – FORT WORTH, TEXAS; 1995-2009

Directed HR functions and initiatives for the world’s fourth largest airline. Resolved labor relations and collective bargaining agreements issues. Ensured adherence to contractual agreements and company policy for represented / non-represented work groups; managed reductions in force, recalls, transfers, and recruitment.

Took over previously outsourced management of payroll administration, policy development, employee staffing, training/development, and personnel files across three locations (AFW, Tulsa, and Kansas City) previously performed by three persons.

Guided and supported field management on complex contractual agreement / company policy matters.

Spearheaded developed of standardized training manuals in support of the Training Department.

Served as a consultant and advisor to senior management, as well as a resource for organizational benefits.

ADDITIONAL EXPERIENCE

Reservation Agent Gaylord Texan Resort & Convention Center – Grapevine, TX 2012-2014

ADDITIONAL QUALIFICATIONS

EDUCATION:

B.A., Human Resources Management-University of Texas at Arlington – 2011

Related Coursework: Marketing

TECHNICAL SKILLS:

ADP PMS SAP Opera MS Word MS Excel MS PowerPoint MS Publisher

LEADERSHIP:

Elected as Chairperson for two consecutive years for the Skyball Fundraiser benefitting veterans, sponsored by American Airlines

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