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Professional Summary
Detail-oriented Account Supervisor, overseeing multiple high-profile food service accounts simultaneously with flawless financial oversight and strategic marketing plans. Customer-focused leader in new client acquisition and retention through strategic planning and meticulous accounting. Collaborative supervisor with motivational leadership and innovative team accountability safeguards. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Skills
Goals and performance
Strategic planning
Product and service sales
Customer Relations
Quality assurance
Complaint resolution
Financial Management
Sales and marketing
Staff training and development
Operations management
Work History
07/2015 to CurrentArea Account SupervisorMarriott International | Oceanside, CA,
Helped to develop key client partnerships, including seamlessly overseeing workflow, building strong relationships, learning clients' business and developing and delivering key presentations.
Partnered with account team director to drive long-term account planning, growth and success.
Engaged in daily communication with clients to establish and maintain positive working relationships.
Developed and deepened relationships with key customers by closely monitoring projects, providing information and resolving concerns.
Tracked expenses with Excel spreadsheets and reported on client budgets.
Conceived, developed and executed marketing communications and promotions on client's behalf, matching strategies to client marketing objectives and strategies.
Oversaw financial management of accounts, including determining annual feed, preparing contracts, reviewing job hours and expenses and budgeting for future estimates.
Reviewed individual components of marketing mix in new and unexpected ways, challenging conventions and assumptions and inspiring clients to do likewise.
Provided strategic recommendations and managed all agency resources to fulfill client's marketing needs.
Wrote professional business correspondence and produced reports detailing updates.
Examined details of every account project and requirement, communicating concerns regarding quality or logistical limitations of expected procedures.
Recommended sound business initiatives pertaining to product and markets to enhance sales and marketing objectives while enforcing agency's image as vital resource to product team.
Supervised site investigations, reported issues and escalated those that required further assistance.
Performed customer needs assessments and coordinated resolutions with supply chain and quality teams.
Reduced workflow inconsistencies by recruiting and hiring capable staff members.
Performed forecasting to identify necessary changes for supply chain business.
Increased operational efficiency by developing improved filing systems for confidential client records and reports.
06/2018 to 07/2019Customer Care SpecialistChumash Casino | Santa Ynez, CA,
Handle 90+ calls daily with duties including signing up new customers, retrieving customer data, presenting relevant product information, and cancelling services.
Receiving an average of 85% customer satisfaction rating to date, 15 % higher than the company average.
Memorized the entire line of company products and services including prices and special discounts.
Recommend potential products or services to management by collecting customer information and analyzing customer needs.
Prepare product or service reports by collecting and analyzing customer information.
Go the extra mile to engage customers.
03/2011 to 08/2015Banquet SupervisorEmpire Today | Grand Prairie, TX,
Delegated tasks to staff members to maximize production under tight deadlines.
Organized banquet storage and surrounding areas to facilitate access to products and materials.
Oversaw timeliness and quality of food delivery at high-volume events.
Arranged furniture and equipment to maximize space and floor plan for seamless movement during functions.
Liaised with venue management to monitor logistics and timelines.
Hired, trained and scheduled staff to maintain adequate coverage for successful operations.
Followed safety procedures and incorporated safety equipment to reduce injury and loss.
Established and maintained equipment inventory for accurate tracking, record keeping and to avoid loss.
Maintained clear and easy access to exits and fire lanes to prepare for emergencies.
Provided exceptional service to guests by immediately addressing needs and requests.
Set up and broke down conference and banquet rooms to meet facility standards and specifications.
Liaised with catering department about event changes and implemented requested adjustments.
Managed budgeting and invoicing for both large and small-scale events.
Performed cost-benefit analysis for corporate and social events.
01/2009 to 03/2011Customer Service SupervisorDoubleTree Hotel | City, STATE,
Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
Established and updated work schedules to account for changing staff levels and expected workloads.
Coached employees through day-to-day work and complex problems.
Executed on-time and under-budget project management on complex issues while updating customers on technician availability.
Kept abreast of new company products and services to effectively answer questions and resolve complaints.
Exceeded team goals and collaborated with staff members to implement customer service initiatives.
Maintained current and compliant financial records, monitoring and addressing variances through detailed analyses.
Compiled and analyzed customer feedback data to develop new strategies and corrective action.
Monitored metrics and developed actionable insights to improve efficiency and performance.
Assessed and authenticated customer exchanges, voids and returns.
Developed documentation and logs of implemented solutions and generated and submitted reports.
Researched and corrected regular, advanced and long-standing customer concerns to promote company loyalty.
Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
Coached team members to deliver hospitable, professional service while adhering to set service models.
Created customer support strategy to increase customer retention.
Resolved account issues to build rapport and relationships with clients.
Education
Expected in 05/2003High School Diploma | Hamilton High School, Memphis, TNGPA:
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