Administrative & Customer Service Operations Manager

TONYA SHANKS

Owasso, OK • 918-***-**** • *********@***.***

LinkedIn: www.linkedin.com/in/tonya-shanks-8b8b205 PROFESSIONAL SUMMARY

Highly organized administrative professional with extensive experience supporting business operations, coordinating executive calendars, managing customer communications, and maintaining confidential records. Known for exceptional organizational skills, attention to detail, and the ability to manage multiple priorities in fast-paced environments. Recognized for delivering outstanding customer service while building strong relationships with clients, colleagues, and leadership teams. Leverages AI productivity tools to streamline work and improve efficiency. CORE COMPETENCIES

• Administrative Support

• Calendar & Meeting Management

• Customer Service

• Office Operations

• Document Preparation

• Microsoft 365

• AI Productivity Tools (Google AI, ChatGPT, Microsoft Copilot)

• Excel

• QuickBooks

• CRM Systems

• Data Entry

• Reporting

• Event Coordination

• Travel Arrangements

• Record Management

• Problem Resolution

• Confidential Information

• Process Improvement

PROFESSIONAL EXPERIENCE

River Spirit Casino Resort

Resort Sales Manager

2025–2026

• Coordinated meetings, client presentations, and networking events.

• Managed customer communications and account documentation.

• Prepared reports and tracked sales activities.

• Built relationships with corporate clients and community organizations.

• Collaborated across departments to ensure exceptional customer experiences. Sola Products

Customer Service / Administrative Support

2021–2024

• Managed high-volume customer communications by phone and email.

• Processed customer orders using QuickBooks.

• Coordinated travel and logistics for trade shows.

• Prepared reports and maintained customer records.

• Assisted with event planning and execution.

• Trained new employees on company systems and procedures. Hyatt Regency Tulsa

Business Travel Sales Manager

2015–2020

• Coordinated meetings, presentations, and corporate events.

• Managed calendars and communications for business accounts.

• Maintained confidential customer records.

• Resolved customer concerns while providing exceptional service.

• Prepared reports and administrative documentation. ADDITIONAL EXPERIENCE

Previous leadership roles in hospitality sales, account management, customer relations, and business operations.

EDUCATION

Bachelor of Science

Tourism & Hospitality Management

Northeastern State University

Tahlequah, OK

CERTIFICATIONS & PROFESSIONAL DEVELOPMENT

• Google / Coursera – Maximize Productivity With AI Tools (Completed July 2026)

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