Customer Service Manager

SHIVAM GANDHI

**** ****** **., *******, ***** ***03

Contact: 512-***-****

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

OBJECTIVE

To obtain a career in the field of finance or business that will expand my knowledge and experience in my preferred major which will allow me the opportunity for growth.

SUMMARY OF QUALIFICATIONS

Proficient with Microsoft Office; Excel, Access, PowerPoint, Windows XP & VISTA

Fluent in English, Gujuarti, and some Spanish & Hindi

Lifelong learner, Team Player Strong Analytical and Problem solving skills

Exemplary communication and interpersonal skills Strong willingness to learn

EDUCATION:

University of Houston- Main Campus

Bachelor of Business Administration in Finance: May 2011 GPA: 3.25

Financed 75% of educational expenses through continuous employment

Certificate of Entrepreneurship

HONORS AND AWARDS:

Deans List 2007 (gpa 3.64)

President of Sigma Beta Rho Fraternity Inc. 2006

Texas Scholar 2005

Academic Projects:

APV & WACC Evaluation – My team and I calculated the WACC and APV, enterprise value, and levered/unlevered free cash

flows for the selected firm, Tiffany and Co.

Investments Project – Carefully strategized different ways to advance in a virtual stock market exchange simulation using methods instructed in the classroom. Ranked 15 out of 92 competitors as an end result.

Personal Financial Report – Prepared a spending forecast report, income statement, and personal balance sheet based on actual

records kept throughout a given period of time.

Leadership Activities:

Volunteer at Swami Narayan Temple (BAPS), Houston branch

Volunteered at Reliant Stadium during Hurricane Katrina

Volunteered at the Ronald McDonald House, Houston, TX

WORK EXPERIENCE

Best Western International, Taylor TX

Operations Manager/Business Analyst May 2005 – Present

Prepare financial models and quantitative analysis of financial statements.

Examine and compare business performance with objectives while utilizing the most efficient resources

Prepare, create, and maintain documentation for audit control

Review processes to analyze and identify control deficiencies/risk and develop remediation plans

which monitor the progress of such deficiencies/risk.

Manage up to 10+ employees, including the hiring process, scheduling, and payroll.

Identify and develop business opportunities/strategies to increase sales and revenue.

Creates and manages teams, processes and information streams of the business.

Facilitate the development of numerous employees/consultants in basic functions of customer service,

including software training, customer relations, and housekeeping essentials.

Maintain customer relations by responding to customer requests, complaints, and feedback.

Take on complex problems and projects and make recommendations when needed.

Intercontinental Hotel Group LTD., Houston TX

Guest Services Supervisor October 2010 –Jun. 2011

Performing responsibilities of front desk, including reservations and pricing transactions

Maintaining customer relations by responding to customer requests, complaints, and feedback

In times of need, take over operations management positions at hotels operated/owned by corporation. Duties included hiring, training, payroll, addressing complaints of hotel guests and finding solutions to maintain proper customer service.

Auto Refinance Source Inc., Houston, TX February 2008–Aug. 2008

Loan Processor

Processed loan applications for auto refinancing via incoming call center

Obtained and compiled copies of loan applicants' credit histories, financial statements, and other financial information

Reviewed and updated credit and loan files

Submitted applications to credit analysts for verification and recommendation

Wyndham Inc., Houston TX

General Manager July 2005 – December 2007

Managed up to 6 employees, including the hiring process, scheduling, and payroll.

Trained new employees in basic functions of customer service, including software training, customer relations, and housekeeping essentials.

Maintained customer relations by responding to customer requests, complaints, and feedback.

Performed responsibilities of front desk, including reservations and pricing transactions.

References available upon request.

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