Remote Client Experience Coordinator
Resume:
Mary Ann Hilderbrand
Guilford, ME *4443
email: ******************@*****.***
Availability: to be determined; Type of Work: Permanent Work Full-Time Work Experience:
Present
Property Manager in Greenville Maine - Benevento Company Duties, Accomplishments and Related Skills:
Managed six privately owned residential properties for the Benevento Company, overseeing all aspects of property maintenance and operations. Coordinated routine and preventative maintenance, managed cleaning schedules, arranged repairs, and ensured each property was well-maintained to a high standard. Responded to seasonal and owner-specific requests, providing personalized service and resolving issues promptly to support the ongoing care, functionality, and appearance of each property. Demonstrated strong organizational skills, attention to detail, and the ability to independently manage multiple properties while maintaining positive relationships with property owners and service providers. Work Experience:
Freelance Tour Agent
10/2022 to 3/2025
I worked as a free lance tour agent during my husband’s illness. I specialized in foodie tours and cruises, as well as off the beaten path trips. I worked preparing tours for Europe, in particular Italy, Greece and Turkey. I am quite familiar with parts of Greece and Turkey. I lived in Italy for over 40 years as well as Spain and Germany. While working for the Navy in Naples Italy as a buyer I became familiar with Greece. I loved traveling and passed my passion on to my customers. I also took the Virgin Cruise courses and reached top tiers. I took various on line training with the different hotel chains, Norwegian, Carnival and other cruise lines. I had a CLIA card as well. I know Italy from the Tirolese mountains to the heel of the boot of Italy! I enjoyed preparing travel for Sicily and Sardegna. I am particularly familiar with unknown findings in the region of Campagna near Napoli and Pozzuoli, I consider Modena my home where my mother was from and my daughter still lives. I lived in Modena many many years as well as Napoli. I lived in Friuli for 16 years while working for the US Air Force in Aviano. Work Experience:
Moosehead Cottage Resort Owners Association
3 Vacation Lane
Greenville, ME 04441
12/2018 to October 2023
Job Title: General Manager and Personnel Management Duties, Accomplishments and Related Skills:
MANAGE AND OVERSEE all operations for the resort. Personally handle all accounting aspects to include and not limited to invoicing, and payments, tax preparation, submission and payments for the non-profit end year tax, employee liabilities and sales tax to the State of Maine. I developed a chart of accounts and budget plans with the use of Quickbooks on line for Mac. I managed all personnel hiring and scheduling as well as all aspects of payroll with Quickbooks Payroll Core. I am responsible for tracking all timeshare ownership and prepare property deeds for the timeshares along with the Real Estate Transfer Tax Declarations. I do the marketing to ensure the rental cabins are continuously rented out. Manage the housekeeping to ensure the cleanliness and sanitation of each cabin is done as soon as a guest departs. Was in charge of purchasing all supplies and materials needed for the resort. My priority was to ensure a fully booked resort which has 17 log cabins. I took over the resort which was in need of major maintenance and financial improvements. I had absolutely nothing to help me understand the particular aspects of the resort, thus I developed new rules, guidelines and a contingency book. I developed a marketing strategy to ensure revenue increase by building a new website and creating brochures, working with google analytics, promoting through Airbnb and joining the Maine Tourism Association. I increased sales by 98% in three years and continued to work during the pandemic by a no contact service while following CDC guidelines. I take pride in having created an amazing team of people that work well together and help me every day in accomplishing my goals.
From the time I was employed to present I have obtained a majority of my personal goals in the re- development of the resort. The following are just a few of these accomplishments: 1. Created a maintenance program to repair and update the resort as funds permitted 2. Changed the indoor pool to work with salt instead of chemicals, thus reducing costs of heating, electricity, maintenance as well as keeping the pool perfectly balanced and bacteria free 3. Changed the indoor pool to work with salt instead of chemicals, thus reducing costs of heating, electricity, maintenance as well as keeping the pool perfectly balanced and bacteria free 4. Organized events such as open house and entertainment to draw new buyers and renters with success.
5. Revamped all cleaning guidelines to ensure spotless and sanitized log cabins as our Google review show over the past two years.
6. Organized events such as open house and entertainment to draw new buyers and renters with success.
7. Obtained for free, heated satellite dishes and digital receivers from AT&T to bring digital TV to every cabin and saved $700 a month in costs from previous contract 8. Brought Fiber Optic Internet and a VOIP professional telephone system for the entire resort saving
$1500 a month in telephone bills.
9. Developed a marketing strategy to ensure revenue increase by personally building a new website and creating brochures, working with google analytics, promoting through Airbnb and joining the Maine Tourism Association.
10. Organized events such as open house and entertainment to draw new buyers and renters with success.
I am in search of a new challenging job in this field as my pay has been reduced by $15000 a year due to the increase of fuel prices, utilities and inflation which is impacting the budget and funds are needed to continue the numerous repairs that were not done prior to my arrival Work Experience:
The Academy at Penguin Hall
36 Essex Street
Wenham, MA 01984
Job Title: Director of Dining Services, Executive Chef 07/2016 - 09/2017 employed with NexDine LLC
09/2017 to 11/2018 employed directly by the Academy at Penguin Hall Duties, Accomplishments and Related Skills:
MANAGE AND MAINTAIN operations for the dining services of a private high school. Personally opened the first school year dining services and PLAN MENUS utilizing USDA school lunch guidelines in order to provide healthy choices for young women 14 to 18 years of age. DEVELOPED COST CARDS AND NUTRITION INFORMATION for meals prepared. CREATED A POWER PACKED SALAD BAR to include vegan and vegetarian options while at the same time providing the necessary daily nutrition values required. All scratch kitchen, provide gourmet lunch meals for 170 persons on a daily basis. All meals served in a bistro type atmosphere utilizing all ceramic plates, real glassware and silverware. Minimum waste by ensuring proper food preparation and costs. All food was from local sources with preference to local farms. MANAGE ALL CATERING events including high profile events for the school by developing the menus and personally preparing all food items as well as organizing logistics, decorations and set up involved. A portfolio of my work is available upon demand. Maintained INVENTORY AND COST CONTROL. Responsible for all PURCHASES AND FOOD ROTATIONS. Personally responsible for enforcing all state regulations for food sanitation as required. Work Experience:
UNITED STATES AIR FORCE
31 Force Support Squadron
Unit 6122
APO, AE 09604-6122 United States
Job Title: Kitchen Manager Executive Chef Employment 09/2008 - 06/2016 Duties, Accomplishments and Related Skills:
Executive chef - organized, MANAGED AND MAINTAINED day-to-day kitchen operations for an international collocated kitchen/dining facility that routinely handles over 250 guests/patrons daily for the La Bella Vista Collocated Club, Aviano AF Base Italy. Organized and prepared menus, recipes and meals, as well as logistics and settings for large catered events which included retirement ceremonies, graduation ceremonies, AF Ball, Firefighter Ball, visits from distinguished members of the government, celebrities and the civilian community as well as hundreds of events throughout the year. Provided excellent customer service by ensuring top quality menu items and fast and timely serving to the satisfaction of the customers. Addressed problems quickly and efficiently in a stressful and quick paced environment. ORGANIZED, TRAINED AND HIRED staff to work as a team and managed over 20 employees. TRAINED employees in all areas of food service to ensure that the entire team was knowledgeable in all aspects of the operation. Responsible for budgeting by creating food cost cards and maintaining standard costs of goods through portion control and continuous updates of product cost. Maintained inventory management by implementing efficient stock control and food assessment. Enforced all state and company policies and procedures for sanitation and food quality by following the TRI SERVICE FOOD CODE regulations. CERTIFIED SERV-SAFE on a managerial level. Augmenter of staff shortages as cashier supervisor, caterer, and assistant manager. EXECUTED BUDGET of 1.3M fiscal year 2014 and maintains an average food cost of 38% according to Golden Eagle standards making the club one of a handful of clubs worldwide profiting in food sales. Maintain evacuation point during emergency situations to provide meals, recreation and safe environment for children and youth. DEVELOPED a contingency plan in the event of a real world event to provide meals to the base populace. Reviewed FINANCIAL STATEMENTS AND ANALYZED them in order to maintain BUDGETS and ensure business continued to be profitable by developing recommendations and presentations to assist in correcting deficiencies while at the same time enhancing operations Responsible for high volume day to day operations which have catered a constantly rising number of patrons on a daily basis
Ensured staff selection and schedules were prepared to allow for lowest cost possible in manpower without hindering day to day performance
Communicated with club manager on a daily basis on advising how to reach budget goals and reduce labor and food costs
DEVELOPED catering protocol and menus which increased overall revenue, including off site catering for over 900 people which is an ongoing catering event each year and in house private functions which included Distinguished Visitors, high military visitors, diplomats and show business personalities. Led and built a fantastic TEAM to develop new menus and recipes to appeal to a variety of patrons with expertise in Kosher food preparation, Middle Eastern specialities and Indian Food as well as Italian Cuisine.
PREPARED JUSTIFICATIONS and job descriptions for new positions and requested authorized billets as funding permitted and requirements needed. REVIEWED MANPOWER to ensure that all positions worked to full capacity
PLANNED, COORDINATED AND LEAD efforts to prepare for internal and external assessments by implementing regulations as required by Air Force Instructions to protect our base populace from any possible threats to ensure meals and food were available to the Airmen. Performed a wide range of ANALYTICAL STUDIES and prepared projects for management improvements by keeping realistic food production logs and waste logs Certified Chef of the Italian Federation of Italian Chefs. A portfolio of my work is available upon request. Work Experience:
Self Employed - Sales Broker/Representative Aviano Air Base Italy 2000 to 2016 I worked as a sales person on weekends and nights for various companies present in the Aviano Italy Base Exchange and the DECA commissaries. I was a top sales person for Apple computers and certified as an Apple Product Professional. I gave technical assistance, product advice to customers as well as preparing displays and sales events. Provided APPLE SOFTWARE TRAINING to customers transitioning to Apple products. SET UP NETWORKING SYSTEMS for various customers. Worked closely with the store manager in preparation of orders. My constant presence, and EXCELLENT CUSTOMER SERVICE ensured top sales for the store. Ms Sabina Brink who was the manager at the time and one of my references below may be contacted for details and job performance. As a SALES REPRESENTATIVE FOR FOOD COMMODITIES serving the US Military overseas, I maintained Planograms within the store and ensured constant rotation of product. Ensured that all product was ordered as needed in a Superstore commissary. Controlled returns and markdowns for my companies. Worked closely with the store director in preparation of orders. The majority of communications and work was done remotely from my home office and through the internet. Work Experience:
UNITED STATES AIR FORCE
31 Force Support Squadron
Unit 6122
APO, AE 09604-6122 United States
Employment: 06/2006 - 09/2008 Hours per week 40+
Job Title: Marketing Director
Duties, Accomplishments and Related Skills:
CONCEIVED, DEVELOPED AND IMPLEMENTED media - published and distributed promotional materials for customer relations together with an outstanding team of designers. Developed GRAPHIC DESIGNS, POWER POINT presentations, posters, flyers, marquee communications and PRODUCED radio advertising as well as the Right Start Services PRESENTATION for newcomers to Aviano. Received a General Eubank Award special recognition as one of the key developers for the website design and layout. Responsible for commercial sponsorship which permitted numerous base wide events to be held for the entire base population such as the first Aviano Marathon and Exchange Car Sales sweepstakes. Developed the new base paper "Compass" inserts for the 31 Services Squadron now the Force Support Squadron. Provided photo shoots of various events on the base including those for Distinguished Visitors. BUDGETED material costs and reviewed purchases made with NAF and APF purchase cards. ANALYZED base wide information for census information then forwarded to the competent departments. Worked closely with the BASE TRAVEL AGENCY to develop new travel posters and publicity as well as promoting local and international vacation trips. MAINTAINED AND KEPT RECORDS AS A FUNCTIONAL AREA RECORDS MANAGER (FARM) for the Air Force Records Information Management Systems
(AFRIMS).
Work Experience:
UNITED STATES AIR FORCE
31 Services
Unit 6122
APO, AE 09604-6122 United States
Job Title: Recreation Assistant/Manager Employment: 01/2003 - 05/2006 Hours per week 40+ Duties, Accomplishments and Related Skills:
MANAGED ACCOUNTING functions to include cashier supervisory functions, gambling/ gaming equipment and services, slot harvest, balancing end of day and costs of goods.MANAGED employee payroll, prepared SCHEDULES, conducted TRAINING, assisted in food operations and PROBLEM SOLVING. ORGANIZED AND MANAGED recreational events for the base populace. Coordinated Bowling leagues. Catered Youth Birthday Parties. Organized Youth leagues and special events. Assured that our team kept all equipment functional and made necessary purchases for the full functionality of the center. Acted as FARM (Functional Area Records Managers). Assisted in the bar operations that were available at the time in the bowling center MANAGING ALL PURCHASES AND INVENTORY. Reviewed BUDGETS, FIVE YEAR PLANNING AND FINANCIAL STATEMENTS. Trained in use and held both APF and NAF government purchase cards.
Work Experience:
Navy Exchange Resale System
Fort Wadsworth Staten Island, NY 10301 United States Employment: Buyer (This is a federal job) 01/1974 - 10/1986 - Hours per week: 40 Duties, Accomplishments and Related Skills:
Held SECURITY CLEARANCE to know movements of ships as a BUYER for retail products sold onboard every vessel of the Sixth Fleet in the Mediterranean and the Navy Exchange stores in Naples, Rota Spain, Gaeta, Pinetamare, La Maddalena and Souda Bay Greece. MANAGED all Purchases of retail goods, coordinated deliveries and international shipping, ensured PRICE GUIDE MANAGEMENT, and product rotation. Arranged and prepared individual requests for specialized VIP requirements on board ships. Responsible for over $5M annual PURCHASES, including Military Uniform sales, Electronics, Appliances, Furniture, Personal Hygiene, Food and Beverage, and Giftware departments. MANAGED INVENTORIES and performed ANALYTICAL studies to identify problem areas and allocate funds to avoid ongoing problems. PREPARED AND CONTROLLED BUDGETS for various departments as stated above by utilizing base demographics and populace census. MANAGED A TEAM of stock control clerks and inventory clerks to assist in day to day operations and reordering. DEVELOPED AND IMPLEMENTED photographic retail catalogs to ship stores for ordering purposes. CONTROLLED INVENTORY for the departments under my responsibility. Worked with CONTRACTORS and REVIEWED CONTRACTS for retail sales on board ships and in the Navy Exchange System. Set GOALS and realistic plans to ensure a constant sales growth and submitted those GOALS to the managing authority. Performed comparison shopping to ensure the best products at the most advantageous prices to our customers. Implemented PLAN-O- GRAMS, floor planning of retail goods. BUDGETED on a yearly basis funding for retail mark downs. I was trained and used the OPEN TO BUY (OTB) management strategy to control the amount of purchases and time frame in which I could purchase to obtain projected sales and inventory.
In 1981 I was transferred to Rota Spain in the same position. Sadly, I had to leave to take care of my son who was very sick and needed immediate care. Education:
Frankfurt American High School APO, AE United States High School 01/1974 Job Related Training and Certifications:
Supervisory Training – 1974-1978
Stock Control – 1974-1978
Open To Buy – 1976
Inventory Management – 1976
Management by Objectives – 1976
Dimensions of Leadership Profile: An Approach to Understanding and Developing Effective Leaders – 2010
All Air Force Mandatory training up to date through Advanced Defense Learning System. FEMA training completed and ongoing
Licenses/Certifications
Chef Certification - Federation of Italian Chefs
Serv-Safe Certification
Massachusetts Choke Certification and Allergan Certification for schools and restaurants ALICE trained for protection of schools and their students Apple Product Professional certification
Air Force Supervisory Training through AE learning DAU (Defense Acquisition University) – ACQ 101 SECTION 322, HBS Becoming a Manager, CLG001/004 Government Purchase Card Training Red Cross CPR and First Aid certification
CULINARY SKILLS: expertise in Kosher food preparation, Middle Eastern specialities and Indian Food as well as a wide variety of international cuisines. My main expertise is in Italian cuisine, in particular that of Modena. I develop my own recipes. I am highly skilled in baking. I set up catering and create elegant food displays for events. I trained with Gabriel Ferron of Isola della Scala, in Italy, renown chef in the preparation of risotto. I am a certified chef of the Italian Federation of Italian Chefs. A portfolio of my work is available upon request.
WINE AND BEVERAGE: Knowledgeable in wine paring and of international wines in particular Italian, German and Spanish Jerez. Bartending experience as well as trained Barista. Trained in DRAM Shop Theory.
Computer software and other related skills:
Advanced proficiency in all Microsoft programs, Linux and Apple programs Highly skilled in all computer use and networking
Experienced in IBM AS400
Excellent typing skills over 60 wpm
Advanced knowledge of Quickbooks for business and Quickbooks Payroll Core Advanced knowledge of accounting, budgeting and inventory management Trained and advanced knowledge in use of Adobe Photoshop, Illustrator and Indesign Proficient in use of professional laminators, poster printers and other equipment related to marketing Language Skills:
German, Novice, understand basics - studied while living in Germany. Dad was with the US Army CID French: Spoken Novice, Read Intermediate
Spanish: Advanced spoken, read and written
Italian: Bi-lingual English and Italian, written and spoken fluent in Modenese as well as an understanding of most Italian dialects.
Italian-Neapolitan: Advanced spoken
Affiliations:
Defense Acquisition University Alumni Association - Member - now expired Federation of Italian Chefs - Member and contributor References:
Jodi and Brian Davis: parents of student at APH 978-***-**** Giovanni Lepore Club Manager US Air Force: +1-208-***-**** Alicia O’Peirce Food and Beverage Director NSA Bahrain: ******.*.*******.***@****.*** Sabina Brink, Store Manager Lakenheath England now retired 720-***-**** Further references available if needed
AWARDS AND RECOGNITIONS:
2014-2009 - Personally lauded and recognized multiple times by Headquarters Air Force, United States Air Force Europe, Wing Commander, Station Commander, Group and Squadron commanders 2013 - Personally recognized by General Dempsey, US Army 18th Chairman, Joint Chiefs of Staff while he was visiting, Aviano Air Base
2012 - Civilian of the Year, 31st Fighter Wing, Civilian of the Year, 31st Mission Support Group Civilian of the Quarter (4th), 31st Force Support Squadron Civilian of the Quarter (4th), 31st Mission Support Squadron Civilian of the Year, 31st Force Support Squadron 2006 - Civilian Category IV of the Quarter (3rd), 31st Services Squadron in Aviano Air Base Italy VOLUNTEER WORK:
Awarded recognition by the American Red Cross for volunteer work while serving overseas.
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