Customer Service Human Resources
Resume:
Steven L. Peterson
Omaha, NE 68136 *******@*****.***
Go-To Problem solver with extensive management and leadership experience
in customer satisfaction, sales, human resources, hiring, coaching, and motivation.
Highlights
●Awarded the 2008 IARE (International Association of Reservation Executives) Supervisor Excellence Award for high levels of achievement
●Managed relationships with hotels and customers in all aspects of operations and standards
●Frequently reach and surpassed sales goals of inside/outside customers
●Provided excellent customer service to incoming callers, handled issues quickly and efficiently
●Liaison between workers and HR on all aspects of hiring, benefits, payroll, leave, etc.
●Gracefully juggled wide range of demands and duties in high-volume office and customer service environment
●Thorough attention to detail combined with strong communication skills
●Successfully managed all aspects of call center including managing service levels, employee staffing, developing hours of operation, and facilitating meetings regarding change and policy
Experience
Customer Care Manager
Toast Inc, Omaha, NE November 2021 to Current
●Manage customer specialists who handle incoming phone calls from Toast customers
●Interview, Hire, and Progressive Counsel all levels of employees in the operation
●Responsible for all attendance and time tracking, use information to plan staffing accordingly
●Handle all HR functions for employees such as benefits, adherence to rules, regulations, and laws
●Handle escalated inquiries when needed
●Spend active time on phones each month with regular customer calls
●Monitor metrics and calls for performance and production
●Managed Quality Assurance team to monitor and score all Care interactions with customers
Commercial Services Supervisor
Progressive, Cleveland, OH (working remote) May 2021 to November 2021
●Manage customer specialists who handle incoming phone calls from Progressive Insurance Commercial customers
●Interview, Hire, and Progressive Counsel all levels of employees in the operation
●Responsible for all attendance and time tracking, use information to plan staffing accordingly
●Handle all HR functions for employees such as benefits, adherence to rules, regulations, and laws
●Handle escalated inquiries when needed
●Spend active time on phones each month with regular customer calls
●Monitor metrics and calls for performance and production
Managed Support Supervisor
Inflection, Omaha, Nebraska February 2020 to February 2021
●Manage customer advocate associates who handle incoming phone calls, chats, and emails from Goodhire.com customers
●Interview, Hire, and Progressive Counsel all levels of employees in the operation
●Created Managed Support division to handle high end customers
●Responsible for all attendance and time tracking, use information to plan staffing accordingly
●Handle all HR functions for employees such as benefits, adherence to rules, regulations, and laws
●Handle escalated inquiries when needed
●Monitor metrics and calls for performance and production
Specialty Services Manager
Marriott International, Omaha, Nebraska May 2018 to February 2020
●Manage Ambassador associates who serve as personal concierge to members of the highest level of the Marriott Bonvoy loyalty program
●Interview, Hire, and Progressive Counsel all levels of employees in the operation
●Responsible for all attendance and time tracking, use information to plan staffing accordingly
●Ensured high levels of sales to exceed company goals
●Handle all HR functions for employees such as benefits, adherence to rules, regulations, and laws
●Provide training for new HR rules and regulations and other necessary items
●Handle escalated inquiries when needed
●Monitor metrics and calls for performance and production
●Act as Manager on Duty when needed
Manager of Reservation Services
Marriott International, Omaha, Nebraska October 2016 to May 2018
●Increase reservations to Marriott hotel properties by coaching and developing a team of Reservation associates
●Interview, Hire, and Progressive Counsel all levels of employees in the operation
●Manage and developed OJT (On the Job Trainings) team in order to successful complete the training of new associates
●Handle all HR functions for employees such as benefits, adherence to rules, regulations, and laws
●Provide training for new HR rules and regulations and other necessary items
●Handle escalated inquiries when needed
●Coached team to reach/exceed high sales goals
●Monitor metrics and calls for performance and production
●Act as Manager on Duty when needed
Operations Manager
Savers, Columbus, Nebraska July 2014 to February 2016
●Increase donations to charities by coaching and developing a team of Operations Supervisors
●Interview, Hire, and Progressive Counsel all levels of employees in the operation
●Workforce planning and long term decision making for staffing of the center of 250-350 employees
●Handle all HR functions for employees such as benefits, adherence to rules, regulations, and laws
●Provide training for new HR rules and regulations and other necessary items
●Handle escalated inquiries when needed
●Monitor metrics for performance and production
Supervisor
American Red Cross, Omaha, Nebraska January 2012 to July 2014
●Increase blood donations by coaching and developing a team of Telerecruiters
●Plan overall calling strategy
●Work with representatives in different regions to ensure smooth transition to Omaha of all responsibilities
●Earned Most Improved Region PDH (Productive Donors per Hour) in April 2012
●Earned Highest Team PDH in April 2013
●Trained New Employees
●Handled performance reviews for employees
●Review signing up for benefits procedures and handled employee HR concerns
Hotel Specialist
Carlson Hospitality Worldwide, Omaha, Nebraska October 2009 to January 2012
●Trained and advised hotels on over 20 different applications used in their daily operations
●Increased overall revenue at hotels by analyzing rates and strategies offered by the hotel and other local competitors
●Worked with hotels to complete action plan for property improvement in both their adherence to brand standards as well as overall cleanliness and conditions
●Worked with hotels to ensure all HR needs for the employees are being met based on corporate standards
Sales and Development Supervisor
Carlson Hospitality Worldwide, Omaha, Nebraska November 2004 to October 2009
●Increased overall center revenue by coaching and developing a team of sales representatives
●Created, developed, and delivered training programs for both new hires and existing employees to improve overall performance and employee engagement
●Manages all aspects of disciplinary action, performance evaluations, new hire interviews and testing, payroll functions and terminations
●Processed reservations and escalated customer service calls from guests and hotel employees
●Established sales goals and coached on development skills to help sales representatives achieve goals
●Interview prospective new hires, test and train incoming new hires
●Worked with HR to insure all employees had full knowledge of company benefits and rules
Sales Representative and Sales Specialist
Carlson Hospitality Worldwide, Omaha, Nebraska January 2002 to November 2004
●Increased revenue for center by converting inbound hotel reservation calls at a high level and a high rate
●Awarded Sales Representative of the Month and of the Quarter by Supervisors
●Assisted other Sales Representatives with converting calls into sales as a Mentor and Sales Specialist
Education
University of Nebraska at Lincoln/University of Nebraska at Omaha 1990-1993
Omaha Westside High School -Diploma 1990
Computer Skills
●MS Office (Word, Excel, PowerPoint, Outlook)
●PeopleSoft Payroll System
●Customer Relationship Management Applications
●Call Quality Monitoring
●Dialer Applications
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