Customer Service Manager

LESLIE LANGE

***** *. **** **** • Phoenix, AZ ***83

******@*******.*** • 480-***-****

Professional Objective

Highly accomplished professional with diverse experience poised to transition solid background in customer service to excel in a management position within the hospitality industry. Offer outstanding team leadership, behavioral management, and conflict resolution skills. Exceptionally organized and disciplined; posses well-developed interpersonal skills and the ability to motivate and direct others in a supportive, cooperative team environment. Business administration expertise; coordinate with management, cross-functional teams and properties in the execution of daily tasks and functions. Generate and maintain records and reports, secure equipment and supplies, and comply with all administrative and corporate policies and regulations.

Management Profile

 Operations Oversight

 Team Leadership & Training

 Conflict & Dispute Resolution

 Cross-functional Team Coordination

Professional Experience

Shell Vacation Club/ Hospitality Phoenix, AZ 2/2009-Present

Guest Services Manager– The Legacy Golf Resort

Department head for: Front Desk, Night Audit, PBX, Reservations, and Fitness/Activities Department. Responsible for all aspects of Guest Services in relationship to owners and rental guests. Conducted employee performance evaluations. Maintained professionalism and exceptional internal and external customer service. Cross trained as Revenue Manager. Adhered to all State licensing as pertained to Fitness and Pool areas.

Marriott Vacation Club International Phoenix, AZ 12/2001-3/2005

Guest Relations Manager – Canyon Villas

Responsible for the Front Desk which included premier customer service, daily bank audits, hiring of employees, employee reviews, cross trained as a Contracts Processor. Reported directly to the General Manager.

Marriott Vacation Club International Palm Desert, CA 3/2005-7/2008

Guest Relations Manager – Shadow Ridge

Overseeing of all customer relations involved departments which include the front desk, marketing desks, transportation drivers, and quality assurance. Cross trained as Human Resources Manager, Quality Assurance Manager, Sales Manager, Hotel Integration Manager/Resort Liaison, Marketing Manager and Contracts Processing Manager.

Tutor Time Learning Center Phoenix, AZ 2/1997-12/2001

Regional Training Director

Responsible for hiring and training school directors for multiple sites. Duties included: budgets, payroll, state licensing, adhering to corporate policies and procedure. Directly involved with public relations marketing and enrollment. Conducting monthly inspections of schools. Upholding consistent training and education of teachers and teacher’s aides.

Awards and Accomplishments

 Certified Gallup University Strengths Coach

 Certified Tourism Ambassador

 The Award of Excellence (the highest award offered by Marriott)

 Manager of the Year

 Manager of the Quarter

 Owner Services Award

 Guest Relations Award

 Team Culture Award

 Expense Efficiency Award

 Certified Tourism Ambassador

 Food Handlers License

 Consistently recognized on both oral and written evaluations as a “Key Performer” - Marriott’s highest rating

 First Aid and CPR Certified

 Notary Public

Program Knowledge

Microsoft Word, Power Point, Excel, Outlook, Publisher, OTM, MARSHA, PMS, Rome, Cognos, OPERA, IMS, Real Vu Credit systems.

**References available upon request

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