Customer Service Sales

SHANNON MULKEY

**** ****** ********** **** ***. *34

Fairburn, GA 30213

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

Cell: 404-***-****

________________________________________

Objective

To obtain a management position in the Hospitality and Spa industry. A self-motivated and creative thinker qualified by exceptional education, excellent interpersonal skills, and advanced communication skills with the innate ability to motivate others. Unsurpassed commitment to quality and a strong work ethic.

Experience

Natural Body Spa and Shoppe, Atlanta Ga.

Spa Director, August 2007-May 2012

Oversaw all operations of the spa and was Instrumental in launching new products and services and leads the initiative in training appropriate staff. Developed and maintained a clear organizational plan for growth including goals and creative strategies. Reviewed all team leaders, support staff and service providers through performance evaluations; setting strategies for productivity and incentive programs to include support staff and retail sales people. Created monthly purchasing budgets for all lead therapists with regional vice president and implements systems for budgetary control. Collected all computer generated reports, compiles spa and therapist performance ratios, and reviews daily close outs securing bank deposits. Oversaw retail floor was well merchandised and that inventory levels are in line with budget and “in stock status.” Managed inventory and service staff levels to reflect seasonality. Scheduled support staff and retail sales people to reflect daily volume while maintaining targeted profitability goals. Team leader in customer/client relations, customer appreciation program management, new client program recognition, customer incident reports, follow-ups and customer requests.

Spa Sydell, Atlanta, GA

Assistant Director, June 2004-July 2007

Oversaw daily business and sales operations for spa services, retail and client series programs. Provide support, leadership, and training to staff. Assist Spa Director with staffing and scheduling needs. Resolved client complaints to ensure overall client satisfaction and excellent customer service. Processed bi-monthly payroll.

Guest Services Supervisor, August 2003-June 2004

Provided quality customer service and maintained standards. Assisted management staff with inventory control, policies and procedures. Promoted spa services and retail products to drive sales and meet goals.

Guest Services Representative, March 2003-August 2003

Ensured customer satisfaction and provided exceptional customer service. Processed client transactions; handled cash and credit card transactions. Provided information regarding spa services and product information; assisted guests with appointment bookings.

Ritz Carlton, New Orleans, LA

Spa Front Desk Agent, January 2002 – January 2003

Maintained quality customer service and upheld hotel policies. Greeted clients, provided information to guests, and resolved customer complaints. Responsible for retail product sales; accountable for all monetary transactions.

Residence Inn, New Orleans, LA

Front Desk Agent, November 1999 – December 2001

Built quality customer relations and assisted guests with reservations. Handled cash transactions. Resolved customer service issues.

Fairfield Inn, Kenner, LA

Front Desk Agent (10/97 - 11/99)

Promoted quality customer relations. Handled all monetary transactions. Resolved customer grievances and maintained quality customer service.

Education

University of New Orleans, New Orleans, LA 2002

Bachelors of Science Degree in Hotel and Restaurant Tourism Administration

Computer Skills

Proficient in Microsoft Word, Microsoft Excel, Microsoft Outlook, Windows Professional, and Internet Explorer

References available upon request

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