General Manager Customer Service
Resume:
COURTINEE CAPERS
**** ****** ***** ****, ******, AL 35223 C: 601-***-**** *****************@*****.***
General Manager, Hampton by Hilton-Mountain Brook, Birmingham, AL
Ensure guest satisfaction through warm engagement and excellent customer service. Provide training to ensure that all guests are heard and needs are met prior to leaving the property. Exceed metric goals to include managing the budget and sales goals by analyzing local negotiated rates, prospecting, and securing repeat business. Manager over four (4) million dollars in revenue and asset management and supervise over thirty (30) employees.
06/2019-06/2021
Intervention Court Case Manager
10th Adult Circuit Intervention Court Serving the counties of Lauderdale, Kemper, Clark, and Wayne Counties
Manage and orientate a caseload of approximately fifty (50) individuals to ensure compliance with the Administrative Office of Courts and National Drug Court Professionals.
Oversee and administer drug testing specimens and ensure proper maintenance and handling in accordance with the National Drug Court Institute and Administrative Office of Court.
Communicate with team and participants regarding status of phase advancements and fees owed.
Supervise and coordinate community service efforts.
Develop a case management plan for each participant to access current needs such as housing, health care, transportation, and other needs of the participants.
Effective and direct communication with Circuit Court Judge, District Attorney, Public Defenders, private attorneys to determine level of care and treatment for participants.
Perform clinical assessment using the ASAM criteria to determine level of care.
Administer risk assessment to determine criminogenic behaviors and recidivism.
Interview participants for admission into Intervention Court
Schedule Request for Admission hearing and prepare necessary documents.
Coordinate with attorneys and legal assistants to schedule hearings and admissions.
Communicate with treatment providers regarding treatment modalities and after care plans.
Refer participants to ICADC1 and SAP treatment counselor and follow-up with appointments.
Assist participants in finding jobs and referral to community agencies for payment of secondary treatment and disability benefits.
Maintain and prepare trial dockets in preparation for Court Sessions.
Open and manage case files and ensure compliance with medications and phase structure requirements.
Study case law and all legal requirements for entry into Intervention Court.
Prepare and execution Expungements and Discharge paperwork upon graduation from the program.
Maintain and establish cooperative relationships with community partners.
Attended the Mississippi Association of Drug Court professionals in 2019.
General Manager, Tru by Hilton, Meridian, MS
2018-2022
Ensure guest satisfaction through warm engagement and excellent customer service. Achieved over 90 percent compliance score under my leadership. Managed over 2.5 million dollars in revenue and supervised over fifteen (15) employees.
Completed all Revenue, Rate, and Inventory trainings.
Received Hilton Recognition for being a Hilton Honors Champion for Two (2) years consecutively for Tru by Hilton, Meridian, MS.
Selected as a candidate for the Hilton’s “Light of Hospitality Award” for year 2020.
Ability to motivate my fellow teammates to do their jobs with efficacy and excellence.
Committed to exhibiting a spirit of warmness and appreciation to fellow teammates and guests.
Can exceed any metric place before me through effective leadership, commitment, training, and Excellence.
Will continue to build strong community engagement and partnership to ensure the hotel’s presence.
Able to adapt to market changes and capture future business.
Committed to working well with sales team and ownership to enhance the profitability of the hotel.
Devoted to improving the guest experience through creativity, teamwork, and the light of hospitality.
An exemplary and consistent model of information and training for the team.
A committed reflection of salt scores that will exceed expectations and WOW the guests.
09/2015 to 01/2018
Sales Manager
Dillard’s Meridian, MS
Managed and prepared schedules, supervised over 25 employees directly, executed corporate events, created, and outsourced events within the community, communicated with Upper Management and Corporate about business strategies and opportunities to increase sales. Responsible for overall presentation and operation of store.
05/2012 to 09/2015
Store Manager
Citi Trends Meridian, MS
Responsible for overall presentation and operation of Store, achieved sales goals and increased profit margins by 10%. Hired and trained all employees and executed corporate operational duties including opening and closing the store. Supervised ten (10) employees.
01/2011 to 04/2012
Store Manager
It's Fashion Metro Meridian, MS
Supervised six (6) people. Responsible for overall presentation and operation of store. Prepared schedules hired and trained new employee and controlled shrink by conducting monthly inventory and sales meetings. Increased profit margins by 5%.
08/2008 to 10/2012
Sales Manager
Dillard's Meridian, MS
I had just moved here from Orlando, Florida. I started as a Manager in Training and was promoted to two (2) Dillard's locations in Houma, LA and Hattiesburg, MS. I achieved all sales goals in both locations, taught beauty classes at other stores in the district, set schedules, and supervised over fifty (50) people.
EDUCATION:
2022: Bachelor of Science in Paralegal Studies: National Paralegal College
2006: Associate of Science in Paralegal Studies: Florida Technical College
CERTIFICATIONS:
2/5/ 2021 Certified Criminal Justice Associate-Mississippi Association of Addiction Professional.
7/1/2022 NALA member (NATIONAL ASSOCATION OF LEGAL ASSISTANTS).
ORGANIZATIONS:
Zeta Phi Beta Sorority, Inc Member since 02/01/1998
Mississippi Association of Addiction Professionals Member since 02/13/2020
American Bar Association (ABA) Member since 04/01/2020
National Alliance of Mental Illness Member since 12/15/2020
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