Post Job Free

Resume

Sign in

Customer Service Relations Director

Location:
Charlotte, NC
Salary:
65000
Posted:
February 03, 2023

Contact this candidate

Resume:

AG

ANTHONY GOODSON

adu34y@r.postjobfree.com 704-***-**** Charlotte, NC 28214

Highly driven Account Manager with 17+ years of manager experience, adept at liaising with key clients, accounts and external business stakeholders to build rapport and drive retention. Focused on promoting safety and productivity across multiple business lines. Successful at motivating, training and developing team members to drive profitability in highly competitive environment.

Account Management

Focused

Team Management

Delegation

Decision Making

Conflict Resolution

Strong Organization and Prioritizing

Detail Oriented

Accountability/Reliability

Problem-Solving

Multi-Task

Financial Forecasting

Budget reporting

Excellent Customer Service

Acquisition and Retention Strategies

Verbal and Written Communication

Interpersonal Skills

Ability to Use Positive Language

Active Listening

Integrity

RAW Wheels + Tires Charlotte, NC

ACCOUNT MANAGER

01/2020 - Current

Serve as the lead point of contact for all customer account management matters

Build and maintain strong, long-lasting client relationships Negotiate contracts and close agreements to maximize profits Develop trusted advisor relationships with key accounts, customer stakeholders, and executive sponsors

Ensure the timely and successful delivery of our solutions according to customer needs and objectives

Communicate the progress of monthly/quarterly initiatives to internal and external stakeholders

Acted as the main point of contact in client concerns and needs matters. Forecast and track key account metrics (e.g., quarterly sales results and annual forecasts)

Collaborate with the sales team to identify and grow opportunities within the territory

Cultivated new accounts and provided value-added services to existing clients to increase overall revenue

Embassy Suites Columbus-Dublin, OH

FRONT OFFICE MANAGER

01/2016 - 01/2020

Responded to all guest requests, problems, complaints, and accidents presented at the Front Desk or through Reservations in an attentive, courteous, and efficient manner

Followed up on any quest inquiries to ensure their satisfaction Assisted with preparation of employee schedules according to business Summary

Skills

Experience

forecast, payroll budget guidelines, and productivity requirements Prepared and presented the Wage Progress Report to the General Manager weekly

Maximized room revenue and occupancy by reviewing daily status reports and adjusting as needed

Analyzed rate efficiency, monitored credit reports, and maintained a close observation of the daily house count

Met ensured product quality standards in all areas of guest services as it related to the appearance, levels of customer service, and cleanliness Assigned duties to staff and observers' performance to ensure adherence to hotel policies and established operating procedures Trained, supervised, and supported office staff, including receptionists, security guards, and call center agents

Red Roof Plus/Downtown Columbus-

Convention Center Columbus, OH

ASSISTANT GENERAL MANAGER

01/2015 - 01/2016

Coordinated, directed, and managed hotel operations to achieve maximum profitability, ensure guest satisfaction, protect the financial aspects of the business and maintain the building

Acted as the hotels Public Relations Director and promoted the property within the hotel industry, local community, and trade associations Assisted GM in crucial property issues, including capital projects, customer service, and refurbishment

Interviewed, hired, trained, performed disciplinary actions, performed annual performance evaluations, and performed biweekly timesheet reviews

Developed and mentored team members to provide hospitable, professional service while adhering to established service models. Delegated work to staff, setting priorities and goals Performed daily bank deposits, completed sales and marketing objectives Monitored and followed up on guest feedback and concerns, suggested amenities, and met the security needs of guests and the property in accordance with the company goals

Champ's Sports Charleston, WV

ASSISTANT MANAGER

01/2011 - 01/2015

Ensured high levels of customer satisfaction by being knowledgeable on all products offered and teaming up with co-workers to provide excellent sales service

Coached and motivated the team to drive sales and deliver exceptional customer service

Delivered sales, customer experience, merchandising, visual and operational expectations

Acted as a partner between customers, sales associates, and store leadership

Shared expertise of products and trends to fit customer's needs Maintained awareness of current or upcoming product/trends to assist the customer better

Contributed to a positive and inclusive work environment Hampton Inn Columbia/Lexington

Lexington, SC

GENERAL MANAGER

01/2010 - 01/2011

Directed and coordinated food and beverage operations Handled all HR matters, including interviewing, hiring, training, assigning work, coaching/counseling, and performance appraisals Built owner loyalty through proactive communication, setting and managing expectations, and delivering solid business results Ensured that product quality standards were met in all areas of the hotel as it related to the appearance, levels of maintenance, and cleanliness Established and maintained preventative maintenance programs to protect the physical assets of the hotel

Acted as the hotels Public Relations Director to promote the property within the hotel industry, local community, and trade associations Cultivated long-lasting relationships with florists and restaurants and promoted third-party vendors to guests

Hilton Garden Inn Hotel Rock Hill, SC

ASSISTANT GENERAL MANAGER

01/2005 - 01/2010

Worked directly with the General Manager to manage all activities of the property, including employees, maintenance, sales, and profit/loss controls Set goals and motivated and disciplined employees to promote a positive workplace

Responsible for the general expenses and resolved guest-related issues in accordance with the company goals

Proactive Manager of Hotel Capital Planning and Utility Cost Control in overseeing cash flow, project budgets and final costs, and project coordination to enhance overall hotel operations

Assisted the GM in key property issues, including capital projects, customer service, and refurbishment

Coordinated, directed, and helped manage hotel operations to achieve maximum profitability, ensure guest satisfaction, protect the financial aspects of the business and maintain the building

Performed HR matters, including interviewing, hiring, training, assigning work, coaching, and performance appraisals

Worked successfully with a diverse group of coworkers to accomplish goals and address issues related to our products and services Word

Excel

Power Point

Outlook

SharePoint

OnQ

Opera

Kronos

Paylocity

Work Day

TLO

ADP

Fayetteville State University Fayetteville, NC

Bachelor of Science in Business Administration

1989

Computer Skills

Education and Training



Contact this candidate