Manager Customer Service

Robert E Stanley

**** ******* ***** *****, ******, GA 30080 **********@*****.*** Tel. 404-***-****

Objective

Seeking a challenging position where I am able to utilize as well as increase my skills and abilities. In order to assist the organization with achieving its goals and objectives.

Experience

Front Desk Agent (Jul-2012-Present)

Cobb Galleria Inn, Smyrna/Atlanta

. Greet customers immediately with a friendly and sincere welcome.

. Handle cash, make change and balance a roll over bank.

. Post charges to guest rooms, house accounts using a computer.

. Retrieve messages and packages for guest communicate the content of messages to guest in a timely manner.

Night Auditor/MOD (Manager on Duty) (Mar-2009-July-2012)

Holiday Inn Atlanta Capitol Conference Center, Atlanta/Downtown

. Balanced and audited for accuracy room revenue, food and beverage revenue, cashier reports also guest and house accounts.

.Assisted with preparations of all reports relevant to daily revenues.

.Transmitted credit card batches daily from the Opera System to Protobase credit card System.

.Completed and transmitted daily management and accounting reports documents to appropriate departments.

.I was Manager on Duty during overnight hours 11pm to 7am.

Night Auditor/MOD (Manager on Duty) (Jul-2006-Oct-2010)

Holiday Inn Express, Smyrna/Atlanta

.Checked in all guests in and out of the hotel rooms, assured customer satisfaction upon arrival and departure from the hotel.

.Printed out night audit reports for current business day completed a flash report daily.

.Transferred all credit card transactions daily from Opera System to Protobase Administrator on line banking system.

Data Entry Team Lead/ Customer Care Agent (Nov-2004-June-2006)

FastForms, Inc. Atlanta, GA

.Supervised a staff of 13 data entry operators, assisted with new recruits training.

.Completed daily reports showing individual and collective operators applications submitted daily.

. Quality checked data entry operators work for accuracy and quantity made corrections as needed.

.Met with data entry operators on a weekly basis to discuss operator’s progress.

Portfolio Documentation Analyst

Wachovia Bank, N.A. Atlanta, GA

.Ensured all loan documentation and negotiable collateral were within proper safekeeping elements.

Ensured all information pertaining to insurance was updated annually to prevent expiration’s.

.Maintained and applied policies and procedures pertaining to documentation review and monitored the exceptions closely.

.Assisted Directors, Relationship Managers in preparations of periodic business reports and presentation material.

Safety Support Assistant (Jan-1999-Jan-2001)

KLLM Transport Services, Jackson, MS

.Implemented programs, spreadsheets and graphs in Quattro Pro for evaluating facts and trends.

.Maintained and evaluated citations database for driver agents this database was used to process payments.

.Responded effectively and efficiently to employees inquires and concerns regarding safety precautions and responsibilities accordingly.

.Ensured that mobile employees complied with all the rules and regulations of the Department of Transportation for each state.

Call Center Supervisor

Wireless One, Inc. Jackson, MS

.Supervised 20 to 30 Customer Care Agents assisted with hands on training.

. Monitored agent’s calls and coached agents when necessary with one on one progress reports.

.Analyzed graphs, reports, and spreadsheets to make determinations of strategies that were relevant to growth and enhancement of the customer service department.

Education

Elementary Education Major (Jan-1992-May-1996)

Jackson State University, Jackson, MS

Skills

Quattro Pro, 10 Key Operator, Microsoft Word, Keystroke 45-50 WPM

References

References Available on Request

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