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Customer Service Executive Assistant

Platteville, WI
September 11, 2023

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Solano Community College Fairfield, CA

Associates of the Arts, Business Management Jun 2020

Certification, Medical Billing Jun 2020


Boulder Hotel Group, LLC. Boulder, CO

General Manager Dec 2021 - present

●Streamlined hotel operations and surpassed budget expectations by introducing efficiency metrics and implementing cost-saving measures, leading to a 20% reduction in operational costs and a 30% decrease in guest complaints.

●Implemented a comprehensive staff training program focused on customer service excellence with both front desk and housekeeping staff, resulting in an overall improvement in guest satisfaction scores on average and increased morale amongst employees.

●Utilized data analytics to identify peak booking periods and optimize pricing strategies, leading to a 12% increase in occupancy rate during off-peak seasons.

●Planned and executed various special events, including weddings, conferences, and concerts, contributing to a 38% boost in banquet and event revenue.

●Spearheaded merchandising efforts for all 3 Basecamp Hotels, optomizing inventory control and achieving a 15% increase in retail revenue.

Levy Restaurants Colorado Springs, CO

Lead Bartender Mar 2018 – May 2021

●Led a team of 5 bartenders, providing training, guidance, and support to maintain an efficient and customer-focused bar environment.

●Crafted and curated an enticing cocktail menu for multiple upscale events, resulting in a 15% increase in drink sales and enhanced customer interest.

●Fostered strong customer relationships by providing personalized service and ensuring a welcoming atmosphere for high-profile clients including but not limited to politicians and government employees, resulting in a 18% increase in repeat customers.

●Streamlined bar operations by creating standard operating procedures, resulting in improvement in efficiency and reduced wait times.

Blue Moose Tavern Green Mountain Falls, CO

Front/Back Office Manager Mar 2015 – Feb 2018

●Ensured exceptional customer service and guest satisfaction by training, supervising, and guiding staff to deliver personalized and prompt service.

●Handled guest inquiries, complaints, and special requests professionally and efficiently, aiming to resolve issues to the customer's satisfaction as promptly as possible to ensure overall positive experiences, and managed reservations and table assignments, optimizing seating arrangements to accommodate guests and maximize restaurant capacity and increase nightly sales.

●Coordinated with the kitchen and serving staff to ensure smooth table turnovers by 20% nightly and minimize waiting times for customers.

●Monitored and track inventory levels of essential office supplies, such as menus, reservation books, and promotional materials as well as ensuring essential food and beverage supplies are in stock for regular and seasonal menu rotations.

Colorado Wedding Magazine Denver, CO

Advertising Sales Representativ Jan 2021 - Jan 2023

●Spearheaded advertising sales strategies, resulting in a significant increase in revenue and market share for the magazine.

●Conceptualized and executed innovative advertising campaigns that captured the essence of weddings, resonating with both advertisers and readers.

●Utilized market research and industry trends to identify emerging opportunities and develop compelling advertising packages that attracted diverse advertisers.

●Orchestrated cross-promotional partnerships with wedding-related businesses and vendors, effectively reaching niche audiences and elevating brand recognition.

Rocks Sports Bar and Grill Colorado Springs, CO

Owner/Director of Operations Jun 2016 - Oct 2021

●Founded and established the sports bar and grill, crafting a compelling business plan and securing necessary funding for successful launch and operation.

●Developed and executed strategic initiatives to drive business growth, leading to increased revenue by 50-80% annually, higher customer footfall, and enhanced brand recognition.

●Successfully negotiated contracts with suppliers and vendors, securing favorable terms and contributing to significant cost savings without compromising quality.

●Built and led a cohesive and motivated team, fostering a positive work environment that encouraged teamwork, professional growth, and employee retention.

●Conducted regular training sessions for staff, emphasizing customer service, food safety, and upselling techniques to enhance team performance.

Bay Club Hotel Walnut Creek, CA

Executive Assistant Mar 2012 - Jan 2016

●Efficiently managed appointment booking for clients, ensuring smooth scheduling and reducing wait times.

●Skillfully handled medical claim billing and business expenses, maintaining accurate financial records.

●Streamlined the recruitment and training of new employees, fostering a skilled and motivated team.

●Led the hotel spa operations, overseeing service delivery and customer satisfaction for a seamless guest experience.

●Assumed monthly Manager on Duty (MOD) shifts, effectively supervising all hotel departments during extended periods.

●Demonstrated strong leadership skills in managing diverse teams and ensuring high-quality service standards.

**Comprehensive work history available upon request**


Skills: Microsoft (Excel, Word, PowerPoint) Google Drive Data Collection Leadership and Team Management Payroll Operations Management Customer Service Financial Acumen Sales and Marketing Crisis Management Communication and Interpersonal Relationship Development

Interests: Guest Experience Enhancement Industry Networking Team Building Continuing Education

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