Manager Customer Service
Resume:
Brenda Wyatt
Atlanta, GA ***** Phone 404-***-****
E-mail ********@*****.***
Objective: Challenging career in the Hospitality field that offers growth and learning potential.
Summary of qualifications: 15 years of experience in Hotel/Hospitality Industry. 15 years of communications and customer service experience. 3 years of Hotel/Hospitality bookkeeping/accounting experience. 6 years of supervisory/manager experience. A team player, hard working and dedicated.
Hotel Night Manager (3 years)
Hotel Night Auditor (3 years)
Hotel Head Cashier (1 year)
Hotel Back office Accounts Receivable/payable (2 years)
Hotel Front Desk Clerk (6 years)
Work experience November 2005 – April 2009
Night Auditor – Holiday Inn Express Hotel – Perimeter 765 Hammond drive, Atlanta Georgia 30328.
Job responsibilities: Verifies and balances entries and records of financial transactions reported by hotel front desk operations using adding machine, bookkeeping principles and computer OPER software system. Responsible for turning computers over for next day of business. On site Manager during the night. Handle all hotel guest related issues and problems. Check in/out guests and make reservations and ran various accounting reports for Hotel manager.
January 2001 – November 2005
Technical Support Manager – McKesson HealthCare Systems, Atlanta Georgia.
Responsible for managing resolution of technical issues for a distinct set of clients. Troubleshooting complex web applications. Providing excellent client management inclusive of excellent communications, responsive follow through, and advocacy for client issues within internal departments. Prioritizing numerous issues of varying severity, and effectively manages the resolution of all issues within accepted service levels. Collaborating extensively with peers, Account Managers to resolve client issues.
October 1997 – November 2000
Night Manager – Sheraton Hotel Virginia Avenue, Atlanta Georgia
Responsibilities include: The principal point of on site Manager contact for both Hotel staff and guests during the night shift. Responsible for handling any emergency situations that may arise at the Hotel. Responsible for running the night reports and charges i.e. food and beverage, room sales takings etc and ensuring that all errors are raised and dealt with before the new day starts. Excellent time management, organization, communication, customer service and administration skills are required for this role.
September 1994 – September 1997
Hotel Accounts Receivable – Sheraton Hotel Virginia Avenue, Atlanta Georgia.
Responsible for accurate, timely billing of all direct bill accounts in conformity with Omni standard procedures. Responsible for collection activity of all billed accounts, including collection calls and periodic mailing of statements. Participate in monthly Credit Meetings with hotel EOC. Daily handling and resolution of check out with balance accounts *Maintain neat and organized billing files Audit all banquet charges as well as miscellaneous charges that are posted to master accounts for accuracy. Research and resolve all customer inquiries in a timely and efficient manner. Research and respond to all credit card chargeback inquiries. Handle correspondence and communication to customers & corporate office regarding billing matters. Maintain open communication with all departments.
August 1992 – September 1994
Front Desk Clerk/Night Auditor – Sheraton Hotel Virginia Avenue, Atlanta Georgia Responsible for daily deposits collection from Front Desk cashiers and auditing cash drawers and hotel safe. Running night audit routines. Balancing books front desk, bar and restaurant. Guest check in/out and reservations.
May 1987 – August 1992
Team Lead - Encore Hotel Systems Support (for Holiday Inn, Crown Plaza, Ritz Carlton and Wyndham and other various Hotels). Systems help desk software support for various hotel applications.
Education Belmont High School 1980 – 1984
Cambridge Tech 1985 – 1987
Georgia State University 2006 - present
References will be furnished upon request
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