Customer Service Data Administrator

Email: ***********@*****.***

Phone: 870-***-****

Jonathan Tolbert

SUMMARY

Highly analytical and innovative Customer Service Professional who engages in new challenges where there is a need for employee development, team effectiveness and leadership development at all levels of an organization. Comprehensive knowledge of administrative and clerical procedures and systems such as word processing, managing files, and records. Experienced in account management, operations, shipping, and order entry. Results oriented with proven ability to establish rapport with clients and exceed customer’s expectations. Core competencies include:

● Customer Service Management

● Conflict Resolution

● Case Management

● Retail Operations Management

● Auditing

● Order Fulfilment

● Housekeeping

● Staff Recruiting and Retention

● Microsoft Word/Outlook/Excel

● Quickbooks Proficient

● HR Policies and Procedures Expertise

● Office Management

● Client Vendor Relations

● Quality Control

● Team Building & Training

● Employee Development

PROFESSIONAL EXPERIENCE

Best Foot Forward, Maywood, IL March 2019 – Current Analyst Supervisor

● Directed the day-to-day operations and utilization of the database system, maintaining its integrity, including performance tuning, and monitoring, back-up, and recovery.

● Monitored day-to-day activities and status reports for Electronic Data Interchange (EDI) transmittals.

● Trained assigned staff to ensure maximum utilization of individual and group capabilities, while providing optimal service to both internal and external customers.

● Identified ways to improve work processes and improve customer satisfaction. Made recommendations to leadership, implemented and monitored results as appropriate in support of the overall goals of the department and BFF.

● Identified appropriate data elements and sources to meet department resource needs. Responsible for ensuring data delivery, receipt, and validation.

● Served as a data administrator for department applications. Ensured that department data was collected, records were updated and maintained appropriately, and applications operated as designed. Embassy Suites by Hilton Chicago Naperville, IL April 2021 – August 2021 Housekeeping Supervisor

● Assisted in daily Front Office operations and work with customers and Guests to serve their needs and provide an excellent customer service experience

● Provided prompt service and actively seek opportunities to drive Guest satisfaction

● Ensured the team was kept fully aware of any relevant feedback from either the Guests or other departments

● Managed, resolved or escalated any and all Guest complaints quickly

● Worked with all facilities and services provided within the hotel and identify opportunities for up-selling and promoting new or ongoing events

Email: ***********@*****.***

Phone: 870-***-****

Hawthorn Suites by Wyndham, Schaumburg, IL March 2019 – April 2020 Housekeeping Supervisor

● Partnered with senior management to recruit, develop, manage and monitor performance

● Assisted leadership in resolving employee grievances, and performing related human resources management activities

● Managed the Housekeeping team to include efficient staffing, team member development and training, performance management and policy enforcement

● Provided open communications, training, coach and counsel and provided performance feedback to ensure maximum efficiency. Coached, monitored, and developed team members for improved performance

● Supervised and inspected the cleaning of the guest rooms, turndown service, public areas and back of the house; ensured compliance with accident/loss prevention programs, health/sanitation standards and regulations to achieve a high level of cleanliness and guest satisfaction

● Implemented emergency training and procedures to ensure appropriate protection of the hotel, guests, staff and company assets

● Oversaw the closing of the floors at the end of the day, ensuring the Room Attendants’ carts were cleaned and restocked

● Ensured records of daily assignments were completed, signed off and turned into the Housekeeping Office on time

● Exceled in the use and completion of work orders (WO) produced by Global Maintenance Management System

(GMMS) or Work Orders for Windows (WOW)

Palco, Pine Bluff, AR February 2018 – February 2019 Home Healthcare Nurse

● Supported patients by providing housekeeping and laundry services; shopping for food and other household requirements; preparing and serving meals and snacks; running errands.

● Assisted patients by providing personal services, such as, bathing, dressing, and grooming.

● Helped patient care for themselves by teaching use of cane or walker, special utensils to eat, special techniques and equipment for personal hygiene.

● Helped family members care for the patient by teaching appropriate ways to lift, turn, and reposition the patient; advising on nutrition, cleanliness, and housekeeping. CPS, Chicago, IL July 2013-January 2018

Lunchroom Manager

● Supervised lunchroom personnel (Lunchroom Attendant, Porter, Cook I, II and III) and participated in the preparation of a variety of food items in accordance with acceptable practices established by Nutrition Support Services and the designated food services management company

● Documented disciplinary issues in a timely fashion; coached and trained new employees in specific duties, policies and procedures

● Communicated daily lunchroom needs to staff and conducted regular staff meetings (minimum weekly), including food prep, sanitation, safety and general housekeeping topics; forecasted production needs and placed food orders based on menu needs and inventory levels

● Verified that food items were received and stored at proper temperatures according to HACCP guidelines and prepared and maintained at proper temperatures with a minimal loss of nutritional value through the use of batch cooking and that recipes

● Prepared bank deposit slips; followed cash handling policies and procedures; operated POS terminals and Mosaic system

Email: ***********@*****.***

Phone: 870-***-****

Sears, Rosemont, IL July 2009-March 2013

Credit Card Activation Specialist Supervisor

● Monitored quality of credit, including application volumes, approvals, and effective cross selling and declinations and kept Senior Management advised

● Maintained high levels of performance for customer service metrics including: call answer rate, call quality, customer service ratings, order accuracy, etc

● Managed and improved operational processes, policies, and systems in support of the organization’s mission and to improve efficiency and quality

● Processed credit card applications for new customers setting credit limits and terms of service according to customer credit and background

● Reviewed invoices both paid and outstanding and record them for future reference

● Investigated customer spending trends to ensure security and catch possible signs of fraud or loss of card

● Visited local stores and businesses to convince them to use our services for their credit card transactions; Performed sales calls to potential credit card customers encouraging them to sign up for our services

● Assisted customers in signing up for a paperless account having invoices sent through email and paid online whenever possible

EDUCATION

Roosevelt University, Chicago IL

Candidate, Bachelor of Arts Hospitality and Tourism, June 2022

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