Customer Service Manager

Career Objective:

Enthusiastically seeking employment as a Front Desk Agent/Night Auditor.

Summary of Professional Skills:

• Extensive call center and hospitality management experience.

• Inbound and outbound call center experience for a major credit reporting agency.

• Expert knowledge of PBX, and Opera Hotel Management systems.

• Awarded Front of the House Award for exceptional guest service for a 4 star hotel.

• Established and operated upscale clothing store for men, women and children.

Professional Experience:

Tourism & Hospitality

• Registered arriving guests, and answered inquiries regarding hotel services.

• Completed shift reports and performed concierge duties.

• Balanced all cash, credit card and In-House accounts through verification.

• Maintained an inventory of vacancies, reservations and room assignments.

Customer Service

• 10+ years of experience in providing 5 star customer service to a wide variety of cliental in various industries, including financial services, hospitality, retail clothing, and health & beauty.

• Interacted with customers in person and telephonically, utilizing computerized point of sale systems.

• Responded to customer requests and complaints, resolving issues efficiently and professionally.

• Demonstrated best judgment in the disbursement of adjustments and refunds.

Call Center Management

• Managed 50+ agents, responsible for interviewing, training, monitoring and creating call scripts.

• Generated mortgage leads for lending institutions via telephone.

• Handled a high level of inbound and outbound calls, striving for one-call resolution of all inquiries.

• Utilized multiple call center support applications to efficiently assist customers and agents.

Career Experience:

Fisher Sports & Entertainment, Los Angeles, CA 2011-2012

Administrative Assistant

Los Angeles Ronald McDonald House Charities, West Hollywood, CA 2010-2011

Relief Manager

Holiday Inn Santa Monica, Santa Monica, CA 2009-2010

Night Audit Manager

Lowermybills.com, an Experian Company, Santa Monica, CA 2005-2008

Senior Call Center Lead

Apple One Employment Agency 2005-2012

Call Center Representative

The Spot Customized Clothing/Legends Retail, Little Rock, AR 2000-2005

Store Manager

Ace Sports Management, Marina del Rey, CA 1996-2000

Client Liaison/Personal Assistant

Education and Training:

• University of Arkansas at Pine Bluff - College Coursework in Speech and Communication

• Santa Monica College - College Coursework and Tourism and Hospitality

• Customer Service Training / Time Management Training / Security Guard Certification

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