EXECUTIVE SUMMARY

A solid business professional who has demonstrated excellent communication and relationship building skills across many levels and departments. I have more than 15 years of progressive experience in the areas of Customer Service, Quality Assurance and Healthcare services. I demonstrate a keen ability for assisting customers, paying attention to detail and obtaining optimal quality results

Skills Include:

EXPERIENCE

Outstanding communication skills with a proficiency in utilizing inter-personal skills in regards to relating with others while planning policies and procedures.

Active participant in researching, scheduling, and related activities that ensure productivity in a corporate environment. Heavy cash handling, accounts receivable, shipping and receiving, and management skills.

A team player, acknowledged as “Total Quality Customer Service Professional.”

More than 8 years’ successful experience in customer service and support with recognized strengths in problem-solving and trouble-shooting. Implemented proactive procedures and systems to avoid problems in the first place.

Strong background with budgeting, supply, and inventory for purposes of maintaining an acceptable profit margin

The Henderson Beach Resort Destin, FL

Night Audit / Overnight Supervisor with Ambridge Hospitality

March 2021-current

Residence Inn by Marriott with Ambridge Hospitality Ocala, FL

Night Auditor

September 2021-March 2022

Hilton Garden Inn Ocala, FL

Night Auditor /Front desk Clerk

March 2021-Current

Fairfield Inn and Suites by Marriott Clermont, FL

Night Auditor /Front Desk Clerk

July 2020- March 2021 with Real Hospitality

The Lexington Hotel and Conference Ctr by Marriott Jacksonville, FL

Night Auditor/ Front Desk Clerk

September 2019-July 2020 with Real Hospitality

Comfort Suites Panama City, FL & Jacksonville FL

Night Auditor/ Front Desk Clerk

October,2017-September 2019

Days Inn by Wyndham Panama City Fl

Night auditor /Front desk-- PT

March 2018-October 2018

Ensures compliance with established internal control procedures by examining records, reports, operating practices, and documentation.

Verifies assets and liabilities by comparing items to documentation.

Completes audit work papers by documenting audit tests and findings.

Appraises adequacy of internal control systems by completing audit questionnaires.

Maintains internal control systems by updating audit programs and questionnaires; recommending new SOP’s.

Communicates audit findings by preparing a final report; discussing findings with auditees.

Complies with federal, state, and local security legal requirements by studying existing and new security legislation; enforcing adherence to requirements; advising management on needed actions.

Prepares special control reports by collecting, analyzing, and summarizing operating information and trends.

Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional society.

Self Employed

AGE Event Planning

June 2016-April 2017

Assisted in the planning of the 2017 Tampa Bay Black Heritage Event. Booked hotel and travel for all of the event's talent. Managed contract negotiations. Scheduled auditions for local regional talent. Talent including culinary, music, inspirational speakers, financial planners, and local business sponsors.

General Dynamics Inc. Tampa, FL

Supervisor, CCO Phone Operations August, 2014 - Present

Practice GDIT values and act as a role model.

Supervise, develop, and coach CSRs to assure productivity, quality, attendance, and timeliness of work in the completion of assigned projects and departmental goals.

Perform tasks to assure service level requirements and adherence goals (such as real-time adherence (RTA) and average handle time (AHT) are met.

Assume leadership responsibility for department tasks and contact center activities as required.

Review, approve, and sign timecards on daily and weekly basis as required in the timekeeping policies.

Complete and deliver employee performance appraisals.

Work closely with CSRs and other supervisors, customer service managers, and program managers within functional areas of the contact center.

Participate in the interview process and recommend hiring contact center staff.

Understand the CSR Monthly Balanced Scorecard Metrics and performance scales and coach for improvement of results.

Attend calibration sessions for the purpose of keeping current on quality changes.

Facilitate and deliver training as required under department guidelines including essential job training (EJT), initiatives, and up training. Ensure 100% completion for all direct reports.

Act as a point of contact as required.

Support and enforce contact center expectations as well as departmental and corporate policies and procedures.

Log in to queues as required during high call volume or all hands status.

Communicate pertinent program updates in a timely manner.

Maintain department records.

Recommend, complete and deliver corrective actions as applicable.

Maintain schedule flexibility due to business needs; anticipate assigned shift change at any time.

Review contract scope and requirements.

Perform other duties as assigned

Ensure full adherence to COR requirements

Acting Call Center Manager, CCO Phone Operations October, 2014 – Present

General Dynamics Inc. Lynn Haven, FL

Supervisor, CCO Phone Operations September 2013 – August, 2014

Ritz Food Stores Panama City, FL

Retail Manager January, 2012 – May, 2013

Completes store operational requirements by scheduling and assigning employees; following up on work results.

Maintains store staff by recruiting, selecting, orienting, and training employees.

Maintains store staff job results by coaching, counseling, and disciplining employees; planning, monitoring, and appraising job results.

Achieves financial objectives by preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.

Identifies current and future customer requirements by establishing rapport with potential and actual customers and other persons in a position to understand service requirements.

Ensures availability of merchandise and services by approving contracts; maintaining inventories.

Formulates pricing policies by reviewing merchandising activities; determining additional needed sales promotion; authorizing clearance sales; studying trends.

La Quinta Inn and Suites Panama City, FL

Night Auditor/ Front Desk Clerk April, 2011-January, 2012

Ensures compliance with established internal control procedures by examining records, reports, operating practices, and documentation.

Verifies assets and liabilities by comparing items to documentation.

Completes audit work papers by documenting audit tests and findings.

Appraises adequacy of internal control systems by completing audit questionnaires.

Maintains internal control systems by updating audit programs and questionnaires; recommending new policies and procedures.

Communicates audit findings by preparing a final report; discussing findings with auditees.

Complies with federal, state, and local security legal requirements by studying existing and new security legislation; enforcing adherence to requirements; advising management on needed actions.

Prepares special audit and control reports by collecting, analyzing, and summarizing operating information and trends.

Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies.

Contributes to team effort by accomplishing related results as needed.

Siegel Roberts Automotive South Ripley, TN

Quality Control Inspector May, 2007-July, 2008

Approves incoming materials by confirming specifications; conducting visual and measurement tests; rejecting and returning unacceptable materials.

Approves in-process production by confirming specifications; conducting visual and measurement tests; communicating required adjustments to production supervisor.

Approves finished products by confirming specifications; conducting visual and measurement tests; returning products for re-work; confirming re-work.

Documents inspection results by completing reports and logs; summarizing re-work and waste; inputting data into quality database.

Keeps measurement equipment operating by following operating instructions; calling for repairs.

Maintains safe and healthy work environment by following standards and procedures; complying with legal regulations.

Updates job knowledge by participating in educational opportunities; reading technical publications.

Accomplishes quality and organization mission by completing related results as needed.

Buffalo Rock Pepsi Panama City, FL

C.D.A. / Pricing Coordinator Finance February, 2005-March, 2007

Reconciles processed work by verifying entries and comparing system reports to balances.

Charges expenses to accounts and cost centers by analyzing invoice/expense reports; recording entries.

Pays vendors by monitoring discount opportunities; verifying federal id numbers; scheduling and preparing checks; resolving purchase order, contract, invoice, or payment discrepancies and documentation; insuring credit is received for outstanding memos; issuing stop-payments or purchase order amendments.

Pays employees by receiving and verifying expense reports and requests for advances; preparing checks.

Maintains accounting ledgers by verifying and posting account transactions.

Verifies vendor accounts by reconciling monthly statements and related transactions.

Dollar General Panama City, FL

Assistant Manager March, 2004-January, 2005

Completes store operational requirements by scheduling and assigning employees; following up on work results.

Maintains store staff by recruiting, selecting, orienting, and training employees.

Maintains store staff job results by coaching, counseling, and disciplining employees; planning, monitoring, and appraising job results.

Achieves financial objectives by preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.

Mapco Express Memphis, TN

Manager September, 2001-December, 2003

Completes store operational requirements by scheduling and assigning employees; following up on work results.

Maintains store staff by recruiting, selecting, orienting, and training employees.

Maintains store staff job results by coaching, counseling, and disciplining employees; planning, monitoring, and appraising job results.

Achieves financial objectives by preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.

Circle K Memphis, TN

Manager June, 1999-August, 2001

Completes store operational requirements by scheduling and assigning employees; following up on work results.

Maintains store staff by recruiting, selecting, orienting, and training employees.

Maintains store staff job results by coaching, counseling, and disciplining employees; planning, monitoring, and appraising job results.

Achieves financial objectives by preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.

EDUCATION

University of Tennessee, Martin, TN

Business/Psychology, Bachelor’s Degree

Graduated July 2010 GPA 3.86

SOFTWARE / SYSTEM UTILIZATION

Excel

Word

Outlook

Power point

CERT

CERTREFERENCES

Available upon request

Contact this candidate