Customer Service Manager

PAULA J. WILKE

757-***-**** ***********@*****.***

*** *. ***** *****, **** Forest, NC 27587

QUALIFICATIONS

s Timeshare Properties

s Extensive Computer

s Multi Unit Apartments

s Communication Skills

s Research Abilities

s Bookkeeping & Payroll

s Presenter/Public Speaker

s Creative & Innovative

s Newsletter & Brochure

s Office Management

s Customer Service Management

s Team Building & Training

s Cost-Reduction Strategies

s Human Resources

s Expense Reduction

s Customer Service Enhancement

s Advertising & Marketing

s Design & Ad Campaign

s Branch Manager

s Asset Financials; Budgets

s Performance Management

s General Bookkeeping

s A/P & A/R

s Inventory Management

s Retail Operations Management

s Complaint Management

s Property Management

PROFESSIONAL EXPERIENCE

Food Lion, LLC– Zebulon, NC

Training Management

Manage and Supervise Front End Feb 2012 to Present

Part Time position until I obtain full time employment

Discarded Minds LLC – Richmond, VA

Business Consultant Sept 2010 to Dec 2011

s Diverse contract work until full time employment is obtained

s Diverse Office & On-line Temporary Assignments

s Design new advertising and marketing campaigns

s Implement marketing & advertising

s Networking and brand marketing

YYP Corporation Virginia Beach, VA

General Manager Nov 2009 to Sept 2010

s First five months owner was out of the country in India.

s Recruited new staff employees & Customer Service programs.

s Developed new brand name of Hotel.

ACHIEVEMENTS

s Launched Brand new name and all marketing and advertising.

s Structured and implemented programs and policies for employees.

s Fostered a teamwork/open-door environment .

s Analyzed business, giving recommendations to the owner.

s Worked closely with the State Auditors and City Officials.

s Negotiated new contractors and vendors accounts .

s Brought in 60,000 of new rental revenue with Group Reservations.

Jade Tree Cove Resort Myrtle Beach, SC

General Manager Jan 2004 to June 2009

Assistant General Manager Jan 2003 to Jan 2004

s Managed operations of resort timeshare on the oceanfront.

s Increased timeshare ownership.

s Developed new streamlines of rental revenue.

ACHIEVEMENTS

s Received Ice Awards for Outstanding Customer Service from City of MB.

s Property won Gold Star, Silver Star and diverse Hospitality Awards.

s Implemented brand new activities and amenities for resort which had none.

s Instituted P & L, budgets, forecasts and projections.

s Leveraged strengths in cost-effective marketing management campaigns.

s Developed 60,000 of advertising and internet marketing no cost to resort.

s Trained and created brand new customer service policy.

s Managed 250,000 building structural renovation

s Created weekly ownership meetings.

s Managed execution of executive board meetings.

Albertson’s Food Distributors

PIC Manager/Assistant Store Manager Feb 2002 to Jan 2003

Front End Manager Jan 2001 to Feb 2002

Orlando & Sarasota Florida

Amsterdam Advertising Specialties & Promotions

Executive Director

Amsterdam, New York Mar1999 to Jan 2001

Recruiter, Exec Director

Diverse Executive & Administrative Positions Jan 1989 to Mar 1999

Albany, New York

EDUCATION & CERTIFICATIONS

Gaitlin University – Virginia, September 2011

Advanced Management

Bryant & Stratton Business Institute

Concentration: Marketing & Advertising/Communications

On-line Training & Development

Management, HR, Leadership, Marketing, Recruiting, Advertising

AWARDS

National Leadership Award; White House, 2006

Ice Awards from City of Myrtle Beach, SC, 2009

Excellence Customer Service Awards; NY, Florida 1999-2004

AFFILIATIONS

Quality International Circle

Executive Who’s Who

Exec-U-Net Association Intelligent Social Media Group

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