Customer Service Care

HORTENCIA RATCLIFF

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SKILLS

• Project Management • Strategic Planning

• Policy & Procedure Implementation • Leadership

• Customer Care • Team Building

• Staff Management • Training & Development

• Problem Solving • Advanced Analytical Skills

• Compliance • Organizational Skills

• Planning & Coordination • Brand Building

PROFESSIONAL SUMMARY

Highly motivated professional experienced in customer service, strategic branding, operations management, marketing, promotions and administrative execution. Equipped to effectively manage team and daily logistics. Focused on achieving seamless coordination and fostering collaboration among team members. Known for reliability and adaptability in dynamic environments, with strong organizational and communication skills.

ACCOMPLISHMENTS

Successfully implemented/managed programs focusing on the AFAM/LGBT/Hispanic demographic that met and or exceeded intended awareness and sales goals in 6 markets. Consistently provides suppliers and their leaders with innovative programs and multicultural brand driven initiatives.

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• Chair SGWS Diversity/Inclusion Community Partnership Committee Implement reporting systems for Serchlite Media. Serve as regional marketing representative for NUVO marketing street team. Successfully trains all teams in assigned region. Increase product/market awareness in every assigned region.

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Manage all 271 branch development projects for JP Morgan Chase Corporate Real Estate. Advanced knowledge of Facilities Direct Systems. Supervise all service engineers in the absence Of operations manager.

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Maintained occupancy rate while staying within budget guidelines. Adhered to OSHA requirements related to an assigned portfolio. Identified and implemented procedures to minimize Owners' insurance risks.

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WORK HISTORY

Dallas, TX 75212 214-***-**** *****************@*****.*** 08/2023 - Current

Flight Attendant

Spirit Airlines Inc. - Dallas, TX

Remained current on industry regulations and changes affecting international air travel to provide accurate information to both colleagues and customers when necessary.

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• Resolved passenger conflicts and medical emergencies during flights.

• Clearly explained and demonstrated safety and emergency procedures to passengers prior to takeoff. Attended workshops and trainings in customer service, conflict resolution tactics, and safety procedures to keep abreast of all new requirements and procedures.

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Facilitated communication between flight deck and cabin crew prior to and during flights to promote smooth operations.

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• Handled emergency situations calmly and effectively, ensuring the safety of all onboard. Improved overall passenger satisfaction by staying alert and responsive to their needs throughout the duration of the flight.

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Contributed to increased customer satisfaction by delivering top-notch in-flight service, including meal preparation and distribution.

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• Handled emergency situations calmly and effectively, prioritizing passenger safety above all else. Achieved consistently high levels of punctuality by coordinating closely with pilots regarding departure and arrival times.

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04/2017 - 07/2023

Spa Owner/Instructor

HourGlass Body Boutique - Dallas

Optimized appointment booking processes through the implementation of an easy-to-use online scheduling system.

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Collaborated with product vendors to secure high-quality supplies at cost-effective rates, improving overall profit margins.

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• Enhanced client satisfaction by providing personalized spa treatments and exceptional customer service.

• Streamlined spa service offerings to increase efficiency while maintaining high standards of quality.

• Maintained accurate financial records, tracking expenses, revenue, payroll, and inventory management. Led regular team meetings to discuss goals, challenges, and successes, promoting open communication among staff members.

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Trained new employees on industry best practices, fostering a positive work environment with a knowledgeable team.

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• Increased revenue by implementing effective marketing strategies and promotional campaigns.

• Managed day-to-day business operations.

09/2013 - 03/2017

Multicultural Business Strategy Manager

Southern Glazers Wine and Spirits

Responsibilities include developing, managing and executing multi-focused sales marketing strategies/programs targeting Multicultural Audiences/Consumers.

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• Identify opportunities for new innovative programs within focused demographic groups

• Manage active programming ensuring the brands expectations of growth

• Compose/Recommend multicultural program budgets

• Develop attainable goals/ initiatives based on proper sales data

• Monitor program strategies tracking KPI's and overall progress

• Conduct market assessments for program placement and activation

• Working closely with MC Team to improve the direct impact of volume driven initiatives

• Building and retaining relationships with the on/off premise universe accounts/staff Maintain lucrative relationships with SVP's and Suppliers (Gallo, Heaven Hill, Patron, Beam Suntory and Freixene)

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• Seek supplier priorities identifying brand specific enhancements multiculturally

• Coach/Mentor program team members -influencers providing strategic marketing training and tools

• Work with 3rd party agencies to manage and communicate program goals and objectives Ensure core company values are upheld while representing its quality standard of doing business with integrity

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• Areas of strength:

Streamlined communication channels between departments to facilitate better collaboration and decisionmaking.

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Oversaw financial planning and forecasting activities, providing valuable insights for informed decision- making processes.

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05/2008 - 05/2013

Owner

Futura Marketing

Responsibilities include constructing innovative branding focusing on product knowledge and awareness. Creating marketing strategies that directly affect and influence the multicultural demographic.

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• Providing research and analyze consumer demographic.

• Create consumer driven programming/events (On/Off Premise)

• Managed day-to-day business operations.

• Execute effective branding market wide

Establish and maintain account relationships the 6 states focusing on African American, Hispanic, LGBT consumer demographics

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• Launched marketing activities for new product lines and market penetration. Oversaw 10 person marketing team, promoting continuous improvement, enhancing processes and reducing costs as head of highly efficient and profitable group.

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• Build and maintain result driven branding with consumer base according to their experience

• Collect and report consumer feedback associated with products

• Provide event recaps highlighting brand effectiveness, consumer reach/interaction and overall success.

• Developed and maintained strong relationships with clients, resulting in repeat business and referrals.

• Oversaw daily operations, ensuring all tasks were completed accurately and efficiently by team members.

• Managed financial aspects of the business, including budgeting, financial reporting, and tax preparation.

• Increased brand awareness by developing and implementing innovative marketing campaigns. 02/2007 - 07/2012

Regional Marketing Administrator/Trainer

Serchlite Multi Media

• Responsibilities include facilitating the marketing of all marketing teams in Texas, Illinois, Milwaukee, Florida, New York and South Carolina.

Build and maintain all on premise relationships with accounts to ensure that products are strategically placed and properly represented.

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• Manage all marketing representatives within assigned regions(6 States)

• Audit report entries input on company database

• Train representatives on company protocol and continued education

• Develop strategies of market awareness in every region.

• Review all marketing plans initiated by clients.

• Serve as a first line of communication for merchants and vendors.

• Visit markets to ensure that POS is properly installed

• Areas of strength:

02/2005 - 01/2007

Eng. Service Coordinator

PM Realty Group/JP Morgan Chase Account

Responsibilities include facilitating all 271 retail branches within the North Texas/ Oklahoma region. Maintained all corporate real estate facility records and monthly status reports on new builds and revised all existing building structure development details. Serve as a liaison between Chase (Client) and PM Realty on all real estate levels.

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• Process monthly status reports which include region operations inspections and maintenance Served as a primary point of contact for clients, addressing inquiries, providing updates, and ensuring overall satisfaction with services rendered.

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• Managed a high volume of client requests, ensuring timely and effective service delivery.

• Facilitates processing of personnel paperwork, time sheets, new hire and monthly invoices

• Complete and distribute all company credit card reconciliations region wide

• Monitor in-flow of facility function on corporate tracking system

• Build and maintain 3rd party vendor relationships company wide Played a key role in the successful onboarding of new hires within the Service Coordinator role, offering mentorship and guidance as needed.

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04/2001 - 12/2005

Assistant Community Director

Accolade Property Management

A proactive, strategic thinker where my skills contribute to the efficient, systematic and profitable operation of the company.

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Reviewed and monitored daily operations for residential properties located within Dallas County adhering to company policies/procedures in order to ensure compliance with codes, regulations and governmental agency directives.

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• First point-of-contact for potential and prospective residents.

• Performed all bookkeeping duties ensuring all rental and collection monies were deposited properly. Managed capital improvements projects and developed and implemented ideas to maximize operating efficiency and financial performance.

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Prepared leases, HUD contracts, budgets, payroll, and purchase orders. Collected and input all rents and billing adjustments.

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• Coordinated tenant move-ins and move-outs to promote tenant relations and protect the property. Prepared weekly and monthly reports. Negotiated and managed vendor contracts within assigned portfolio.

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• Investigated and resolved residents' concerns and complaints. Managed leasing processes, including application approval, lease signings, move-in coordination, and security deposit refunds for seamless tenant transitions.

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Trained new team members on company policies and procedures, contributing to efficient operations and consistent customer service experiences.

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EDUCATION

01/2012

Associate Degree: Business Marketing

El Centro Community College - Dallas, Texas

Course work pursuant of an Associate Degree in Business Marketing 01/1990

Associate Degree: Merchandising

Wade College - Dallas, Texas

Course work pursuant of an Associate Degree in Merchandising LICENSES/CERTIFICATIONS

• The Adjuster School, Houston Texas, 2018 Adjuster-All Lines

• Allstate Insurance Property Certification

• State Farm Insurance Auto Certification Property Certification LANGUAGES

English

Full Professional

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