Customer Service Manager

Laurie DeVries

** ******* **** *******, ** ****3 201-***-****

SUMMARY - Hospitality &Customer Service professional with more than 20 years of experience in fast-paced, independent environments. High energy, results-oriented individual with an excellent ability to build working relationships while functioning in a high multi-tasking environment. Proven and recognized performer with excellent organizational and problem-solving skills with an emphasis on quality and customer service enhancements.

EXPERIENCE

CUSTOMER SUPPORT LIAISON

Equity Residential, Jersey City, NJ Current

• Initial client contact, facility tours, applicant support

• New resident assistance and inspection, move-in support organization, payment collections and renewals

• Sales, leasing and marketing support for maximum occupancy

• Addressing and resolution of any member issues

RESERVATIONS COORDINATOR

Express Temporary Employment Professionals, Hawthorne, N.J. 2011

Coordinator for …..

• Schedule daily incoming and waitlist reservations

• Coordinated third party and group bookings

• Assisted sales department and maintained database systems

• Assessed and modified current practices to improve tasks resulting in streamlining and more efficiency

FRANCHISE SERVICE COORDINATOR - HOTEL DIVISION

Wyndham Worldwide, Parsippany, NJ 2006 – 2011

• Provided operational support in cooperation with field-based Regional Directors to provide world-class service

• Maintained “24 not an hour more” service standard

• Enhanced external customer relationships by establishing increased communication and client trust

• Acted as organizational liaison between franchisees and corporate departments

• Updated brand websites by collecting new property information and determining impactful content

• Documented quarterly impact calls for region and provided analytical and logistical support including pre-visit preparation / research, post visit follow up, and ongoing monitoring of recommendations and results

• Reviewed Quality Assurance Inspections with franchisees to improve service levels

• Developed and assisted with implementation of improvement plans with failing franchisees

• Educated property managers to identify service trends by using Medallia Customer Feedback tools to maximize brand affiliation

• Nominated for the 2009 Franchise Service Excellent Award

FRONT OFFICE MANAGER / RESERVATIONS MANAGER / ASSISTANT REVENUE MANAGER

Prime Hotel & Suites, (formerly Radisson Hotel & Suites), Fairfield, NJ 1996 – 2005

• Assisted the General Manager in preparation of all required reports and paperwork, ensuring accurate and timely submissions to corporate office, and acted in lieu of General Manager

• Trained, motivated, and coached Front Office Staff in effectively up-selling products and services

• Responsible for maximizing room revenue through daily management of the hotel’s room inventory

• Managed several departmental payrolls

• Constantly assessed and adapted current practices to perform work tasks better, faster, and more efficiently

• Worked closely with sales office and group contacts to ensure accurate and efficient group arrivals and departures as well as group business needs being satisfied or exceeded

• Awarded several Gem Awards for superior customer service and initiative

SOFTWARE

Word, Excel, MSI, Fidelio, Opera, Agent Interface, Heat, My Portal, Oracle, Medallia and SPE – Single Point of Entry

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