Customer Service Manager
Resume:
Lillyta L. Ruff
*** ******* ******* ****, ************, GA., 30214 404-***-**** **********@*****.***
EDUCATION
American InterContinental University, Atlanta, GA
Associates of Arts in Business Administration - Oct. 2010
Montego Bay Community College, Jamaica, W.I.
Certificate in Pre-University Arts - June 2000
EXPERIENCE
The Westin Buckhead Atlanta - Dec. 2008 - June 2011
Atlanta, GA
Front Desk Agent / Concierge
• Assisted the front office manager in daily duties.
• Performed the function as hotel ambassador and first contact for all departments.
• Performed check in and out process.
• Answered PBX phone lines (up to 6 lines).
• Assisted guests with questions and queries, meeting services and locating business amenities.
• Assisted guests with effective problem resolution
Fastrak Racing - July 2008 – Dec. 2008
Carnesville, GA
Administrative Assistant
• Managed the office in the absence of the CEO.
• Organized company events and meetings.
• Answered telephones, assisted clients with general questions, appointments and billing.
• Prepared inter-office memorandums, kept minutes for office meetings.
• Functioned as accounts receivable and payable.
• Conducted general office filing, mail sorting and miscellaneous duties.
Bath and Body Works Atlantic Station -Nov. 2007 – July 2008
Atlanta, GA
Shift Manager
• Supervised a team of six per shift.
• Conducted motivational and goals training.
• Generated and submitted weekly payroll.
• Participated in and met shift sales goals (up to $10,000 per two hour segments).
• Assisted in appropriate branding of store set up and products.
Sandals Negril Beach Resort & Spa - Jan. 2006 - Sept. 2006
Negril, JA.
Wedding and Sales Coordinator
• Assisted Sales Director in daily functions.
• Prepared legal documents for weddings
• Maintained good rapport with vendors and clients.
• Communicated and implemented special requests with travel partners/agents and clients prior to arrival and while on property.
• Promoted and generated revenue areas in the resort, e.g., the spa, hotel tours, resort gift shop, etc.
Sandals Montego Bay Resort and Spa - March 2003 – Jan. 2005
Montego Bay, Jamaica
Front Office Shift Leader
• Served as evening duty manager.
• Supervised the front office team, generated shift schedules and organized payroll.
• Conducted department customer service training sessions.
• Assisted guest as needed.
SKILLS SUMMARY
Nine years customer service experience
Certified training in public speaking, completed microphone training and usage of P.A. systems.
Completed cross training in various departments and areas such as night auditing, PBX phone lines, concierge, hotel reservations, front desk receptionist, housekeeping and food and beverage.
Proficient in Microsoft Office Outlook ®, Word ®, Excel ®, PowerPoint ®, and Publisher ®.
REFERENCES
Patrick Lavender
Front Office Manager (The Westin Buckhead)
Maja Montero
Front Office Supervisor (The Westin Diplomat)
Andre Allen
C.F.O (RepJa Clothing)
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