Customer Service Manager

HUMAN RESOURCE MANAGER

Versatile and accomplished experience in Human Resource administrations in managing employee affairs, handling recruitment and training of new employees, and contributing in the development of corporate policies and guidelines. Proven expertise in policy and procedure, personnel development, legal compliance issues, managerial support, and retention approaches. Strong analytical, problem solving, and communication skills.

AREAS OF SKILL

• Employment Law

• Labor & Employee Relations

• FMLA, ADA, EEO, WC

• Employee Training & Development

• Orientation & On-boarding

• Performance Management

• Disciplinary Procedures

• Program & Event Management

• Mediation & Advocacy

• HR Policies & Procedures

• Staff Recruitment & Retention

• Alternative Dispute Resolution (ADR)

• Payroll Administration (EZ Labor)

• Typing speed 55+ wpm

PROFESSIONAL DEVELOPMENT

UNIVERSITY OF PHOENIX ST LOUIS, MO Completion 2012

Masters of Management Human Resource Management

UNIVERSITY OF MISSOURI ST LOUIS, MO 2008

Bachelors of Science in Secondary Education English

PROFESSIONAL EXPERIENCE

Front Office Director 2009

Intercontinental Hotels Group St Louis, MO

In charge of managing the front office, reservations desk, and bell staff at Holiday Inn Select; training department personnel, scheduling workers, hiring, firing, and handling staff complaints or problems, while attending to customers' requests. Monitoring and adjusting room rates and inventories, as required. Detail oriented with outstanding organizational and leadership skills.

Key Results:

• Devised creative and cost-effective incentive and morale-boosting programs (including special events and a tiered awards structure) that increased employee satisfaction and productivity.

• Improved and upheld failing guest relation scores by 30% within 3 months through the implementation of enhanced customer service.

• Trained 18-member team on customer service techniques and best practices, conducting workshops and one-on-one coaching sessions that contributed to sound guest relation experiences.

• Conducted staff meetings including reviewing of hotel standards, departmental procedures, and operating issues.

• Prepared work schedules for staff to ensure adequate coverage and effectively control labor costs with a monthly budget of $20k.

• Liable for key control and maintain procedures for guest security, emergencies, hotel accounting, credit control, and handling of financial transactions.

• Ensured that corrective actions are taken immediately for all guest complaints.

Human Resource Manager & Director of Sales 2008 09

Motel 6 / Wentzville Banquet Center Wentzville, MO

Recruited to help open new hospitality branch in Wentzville, guiding the startup and management of a full spectrum of HR operations, systems and programs. Worked with senior management to create HR policies and procedures; recruit employees; and developed orientation, training, and incentive programs. Managed leave-of-absence programs and personnel records; administer benefits enrollment and programs; administered HR budget; and handled HR manager workplace issues.

Key Results:

• Increased and retained sales by 40% in banquet center, while managing over 500 accounts receivable

and payable accounts working directly with the General Manager.

• Directed workflow, supervised and trained accounting staff performing posting to general ledger, accounts receivable and payable accounts.

• Slashed payroll/benefits administration costs 30% by negotiating pricing and fees, while ensuring the continuation and enhancements of services.

• Successfully administered the substance abuse and attendance policies; managed grievances and participated in organizational arbitrations.

• Maintained employee files while adhering to State and Federal employment regulations.

• Constructed an employee manual covering issues including disciplinary procedures, code of conduct, FMLA policy and benefits information.

• Performed multiple managerial duties, such as recruiting and interviews, advertising and promoting, and mediator.

• Fostered a teamwork/open-door environment conducive to positive dialogue across the organization.

• Developed and controlled the Reward and Payroll operations, which included the Work Examination, Income Management and Employees Report sections.

Student Teacher 2007 08

Lincoln County R-III School District Troy Buchanan High School Troy, MO

Observed classroom and taught lessons to small groups and to whole classes. Grades 9-12.

Key Results:

• Taught three class periods of juniors in Young Adult Novels and College Preparatory English for 13 weeks independently.

• Developed and designed resourceful lessons which entice the students into learning about literature.

• Incorporated technology in the classroom collaborated with research of current events, history and literature to maintain a variety of different inputs.

• Organized and mediated in the collaboration of group projects literary collages, newspapers, timelines, etc. Addressed and enforced proper classroom and behavioral conduct.

• Supported and scheduled Parent Teacher conferences, discussed and revised with the Cooperating Teacher appropriate updates for students.

• Created small group mini-lessons in language arts to provide low-performing students with further instruction.

• Contacted and collaborated with group leaders to provide optimum team-building experiences for participants.

Guest Relations Specialist 2006-08

IHG Holiday Inn Wentzville, MO

Expert in customer service; possessed sound communication; met and greeted arriving guests and bid them farewell as they leave; logged daily activities to familiarize the next shift; attended promptly to guests’ requests and/or complaints.

Key Results:

• Recognized as top Guest Relations Specialist by performing outstanding customer service to guests.

• Assisted all departments in being receptive to the needs of guests.

• Demonstrated Awareness of OH&S policies and procedures and ensure all procedures are conducted safely and within OH&S guidelines.

• Logged security incidents and accidents in accordance with hotel requirements.

• Interacted with department and hotel staff in a professional and positive manner to foster good rapport, promoted team spirit and ensured effective two way communication.

• Created a positive hotel image by adhering to hotel brand standards.

Assistant Manager 2004-06

Bible Factory Outlet Warrenton, MO

Responsibilities as an assistant store manager include management of the schedules and processes. Control and supervise financial transactions. Direct the expenses, provide best customer service, and train the employees. Supervise display merchandising and maintenance of the store.

Key Results:

• Managed and oversaw 6 employees for moderate book retail shop.

• Performed multiple managerial duties, such as advertising and promoting, creating displays, and training.

• Supervised product inventory; verify quantity and quality of products received.

• Interfaced directly with customers to provide assistance and resolve problems.

• Provided necessary control and due management regarding the economic transaction in retail market surroundings with various expenses as well as cash flow controlling with seasonal budget operations.

CERTIFICATION

Missouri Initial Professional Certificate, English 9-12 and English 6-8 2008-present

Professional in Human Resources (PHR) Completion 2012

COMPUTER PROGRAMMING SKILLS

Operating Systems: Windows 2000, Windows XP, Opera, Encore

Microsoft Office: Word, Excel, PowerPoint, Outlook Express, Access, Publisher, Timesheets 2000

COMMUNITY

Secretary Treasurer, River Hills Farmers’ Market (Silex and Troy, MO) 2009-present

Habitat for Humanity, Volunteer 2008-present

Hope Worldwide 1998-present

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