Customer Service Quality Assurance

COLLEEN SWEENEY

*** ****** ****** ******, ************ 15027 724-***-**** *******@*****.***

SUMMARY

A performance-driven and hardworking professional with progressive experience in project/product management, pricing, account development, inventory planning and quality control. Collaborates with internal and external parties to identify opportunities to broaden a company’s consumer base. With a solid commitment to excellence, facilitates the lasting success and profitability of an organization, enabling a corporation to remain competitive within the industry.

EXPERIENCE

JANI-KING OF PITTSBURGH Pittsburgh, Pennsylvania

Operations Manager October 2009-Present

• Received Peak Performance Award for Quarters 1, 2, and 3 of 2010.

• Train Franchise Owner’s on account specific details and standards.

• Establish and maintain operations goals for region consistent with corporate guidelines.

• Ensure established goals by conducting site inspections.

• Assure overall cleanliness and appearance of customer’s facilities.

• Provide Franchise Owner’s recommendations on cleaning schedules to effectively manage the account.

• Maximize profitability through superior customer service, effective and prompt communication and follow-up on all pending matters with the customer.

RESIDENCE INN PITTSBURGH AIRPORT MARRIOTT Pittsburgh, Pennsylvania

Housekeeping Supervisor August 2008-October 2009

• Received 94% Marriott Quality Assurance Evaluation for housekeeping in 2009

• Supervised daily operations of the housekeeping department to maintain the standards of cleanliness and service.

• Inspected and updated status of all rooms and areas assigned.

• Turned in discrepancies with front desk daily before the end of shift.

• Managed the daily activities of the housekeeping department.

• Communicated with staff on the need for order and cleanliness

• Ensured all staff are properly trained

• Managed expenses of the monies allocated to housekeeping.

CRANBERRY HIGHLANDS GOLF COURSE Cranberry, Pennsylvania

Bartender/Server May 2004-2009

• Highest quality of beverage production and service to guest

• Support club venues and events

• Ensure opening/closing duties

• Committed to excellence that results in the highest quality guest experience

FREEDOM FOOD SERVICE Freedom, Pennsylvania

Food Prep/Cook/Server September 1997-June 2007

• Supervised food service staff in school cafeteria

• Working knowledge of inventory/ordering procedures

J&J CATERING & FUNDRAISING Freedom, Pennsylvania

Food Prep/Cook/Server June 200- Present (Seasonal)

• Delivered/ Prepared/Served banquets

EDUCATION BRADFORD SCHOOL, Pittsburgh, Pennsylvania

ASB Degree, Hospitality and Travel Management – High Honors

Externship: Alzheimer’s Association – Assistant to Event Planner

Externship: Chadwick Banquet Hall/Fresco’s Restaurant – Bartender

UNIVERSITY OF PITTSBURGH, Pittsburgh, Pennsylvania

Registered Dental Hygienist License

PROFESSIONAL BARTENDING INSTITUTE, Pittsburgh, Pennsylvania

Certificate of Completion Mixology and Bartending

Certificate in Environmental Cleaning

Life Insurance License

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