Customer Service Manager

JOSHUA D. HOWARD

P.O. Box ****** Dallas, Tx *****

************@*******.*** 318-***-****

Objective

To obtain a position in a results-oriented company who seeks an ambitious and career conscious individual.

Qualifications

• Goal and Results-oriented

• Customer service. (7yrs)

• Exceptional leading abilities

• Demonstrates strong communications skills, able to establish great rapport with customers.

• Self-motivated innovator.

• Leads by example, establishes a professional work environment based on respect.

• Technical Proficiency in Microsoft Word, Excel, Power Point, Outlook, 10 Key, QuickBooks, AMSI, Rent Roll, One Site, Micros, POS

Professional Leasing Consultant Skills, Basic Multifamily Fair Housing

Employment History

2/2003-5/2009 Horseshoe Casino Hotel

Bossier City, Louisiana

Front Desk Clerk/Supervisor

• assist the hotel manager in the establishment of standards for personnel administration and performance, service to patrons, room rates, advertising, publicity, credit, food selection and service and type of patron be solicited.

• Allocates funds, authorizes expenditures, and assists in planning budgets for departments.

• requisitions supplies and equipment

• Processes reservations and advance registration payments.

• Inspects guest’s rooms, public access areas, and outside grounds for cleanliness and appearance.

• Answers patrons complaints and resolve problems.

• Must carry out safety and emergency procedures including, but not limited to, fire, crowd, control, inclement weather, and bomb threats.

• must operate and control computer terminal

• Must communicate with guest and be able to direct/escort them to various facilities and functions within the property.

• Must interact with guest and other employees in a courteous, empathetic, and discreet manner.

• Support and maintains Horseshoe courtesy guidelines.

• Promotes outstanding guest relations.

• review daily cash transactions of front desk clerk

• perform other duties as assigned

Supervisory Responsibilities

Supervises the entire hotel staff, including front desk, housekeeping, bell stand, and Health Spa. Is responsible for overall direction, coordination, and evaluation of theses units.

Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring, and training, employees; planning assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Additional Duties/Job Dimensions:

Regular attendance in conformance with the standards, which may be established by Horseshoe from time to time, is essential to the successful performance of this potion. Employees with irregular attendance will be subject to Horseshoe disciplinary action procedures up to and including termination of employment.

7/2009- 1/2011 ACE Cash Express

Monroe, La

Service Associate/ Center Manager

• Cash checks using established risk analysis avoiding return items as much as possible

• Follow appropriate cash handling and inventory procedures

• Learn to review, interpret and act upon reports including Combined Income Statements within five months of employment

• Provide and market company services, including check cashing, loans, utility and other bill payment transactions, money order sales, wire transfer services, postage stamp sales, and distribution of other financial services

• Provide professional and courteous customer service at all times

• Maintain, count, receive, balance and safeguard cash and other negotiable items according to established policies and procedures to ensure validation of center assets

• Perform opening and closing procedures, including preparing bank deposits or re-deposits, investigating and resolving report discrepancies, and verifying money in the cash drawer and safe

• Follow security and safety policies and procedures in order to maintain a safe working environment; protects company assets and, most importantly, the employees

• Maintain schedule flexibility to work other centers and shifts as needed

• Excellent communication skills

• Perform other duties as assigned

10/2011-12/2011 Hotel Pro Staffing/Rosewood Crescent Hotel

Dallas, Tx

P.B.X. Operator

•Corrects and updates posted information as needed. Assists with the maintenance of directories on-call list, etc.

•Accurately utilizes the features of the PBX consoles, headsets, telephones and other related equipment.

• Assist with maintaining cleanliness, safety and security of the PBX area. Maintains confidentiality, security and integrity of guest and organizational data.

•Ensures release of information is consistent with all privacy policies.

•Orients and mentors new staff members.

•Answers multiple incoming telephone lines.

• Obtains necessary information and transfers calls to correct extensions.

•Provides information to callers as appropriate.

•Performs overhead paging.

•Monitors all alarms located in PBX and notifies appropriate personnel as required.

•Responds quickly and accurately to disaster and emergency situations as required, remaining calm.

Education

High School Diploma (2003)

C.E. Byrd High Shreveport, Louisiana

Louisiana State University Shreveport (2003-2005)

Shreveport, Louisiana Major: Business Administration

With Concentration in Psychology

References

Upon Request

Contact this candidate