Customer Service Manager

Michael James Rough

***** **** **** **** **. | Scottsdale, AZ 85255 | 480-***-****

**********@*****.***

EXPERIENCE

BLACK GOLD LODGE Rivers Inlet B.C. Canada

General Manager January 2003 – September 2011

• Managed daily operations of a large scale fishing resort with annual revenues of $1.5 Million.

• Led a team of 20 direct reports for efficient execution of operations including customer service for up to 600 seasonal guests,

dock management, housekeeping, kitchen, restaurant, new construction and maintenance.

• Developed innovative sales and marketing campaigns leveraging internet marketing, trade shows and traditional

communications to capture 11 years of new, repeat and referral business.

• Designed loyalty marketing campaign for most valuable customers which retained 95% of loyal customer base and increased

referral business.

• Oversaw community communications which increased local resident support, facilitated strong local government relations,

and enabled engagement in long term natural resource enhancements.

• Directed purchasing and quality control, administered accounts receivable and payable

Operations Manager April 2001 – December 2002

• Managed daily operations and directed staff of 20 direct reports for efficient execution of operations

• Acted as communications technical director with responsibilities including purchase and installment of on-site

communications systems, computer networking, and maintenance.

• Orchestrated client bookings via internet and phone, including arranging transport via flight scheduling, chartering company

jets and float planes for up to 240 flights per week.

SPORT FISH ADVISORY BOARD Vancouver, B.C. Canada

Chairman of Central Coast Sport Fish Advisory Committee December 2006 – September 2010

• Organized and facilitated quarterly meetings that brought together resort owners, local residents and native groups from all

areas of the central coast of British Columbia to gain alignment on key issues.

RIVERS INLET NORTH COAST SALMON ENHANCEMENT ASSOCIATION Vancouver, B.C. Canada

Representative December 2002 – September 2010

• Collaborated with resource user groups for fundraising, collection and analysis of physical data to contribute to the future

success of various salmon hatchery programs.

RIVERS INLET/SMITH INLET SALMON ECOSYSTEM PLANNING SOCIETY Vancouver, B.C. Canada

Representative December 2002 – September 2010

• Lobbied Federal government grant societies, such as the Federal Salmon Endowment Fund, to garner support on behalf of

Central Coast salmon hatcheries.

EDUCATION

ARIZONA STATE UNIVERSITY Tempe, AZ

Bachelor of Science August 1997 - April 2001

ADDITIONAL

BIG BROTHERS OF CANADA Vancouver, B.C. Canada

• Mentor to young first nations (native) children October 2005 – May 2008

B.C. OCCUPATIONAL FIRST AID Vancouver, B.C. Canada

• Obtained Level 3 advanced first aid certificate February 2009

ASU COMMUNITY OUTREACH Phoenix, AZ

• Tutored Spanish speaking students September 1999 – May 2000

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