Management professional versed in all aspects of operations management, from scheduling and finance to
production and marketing. Possesses exceptional communication, organizational and presentation
capabilities. Versatile and innovative management professional skilled at seeing the "big picture" while still
also focusing on the details. Expertise in business development and streamlining processes and systems.
Client relations specialist
Conflict resolution techniques
Focused on customer satisfaction
Management of remote employees
Earned “Employee of the Month” at Speedy Cash 6 months in a row resulting in a promotion after being employed by the company for only those 6 months.
Assistant Store Manager, 10/2014 to CurrentTiger Financial/Speedy Cash － Mission, Texas
Successfully managed the activities of 9 team members.
Developed, implemented and monitored programs to maximize customer satisfaction and manage on-site customer service representatives.
Addressed negative customer feedback immediately.
Provided a high level of product and leadership support to representatives and clients.
Effectively communicated with team members to maintain clearly defined expectations.
Resolved customer questions, issues and complaints.
High volume cash handling experience.
Opening and closing Store.
Director of Catering, 06/2012 to 06/2013Holiday Inn Express & Suites McAllen
Managed over 4,000 square foot meeting space employing 3 workers.
Booked and coordinated Corporate Meetings and Social Events.
Established project control procedures such as project forecasts and cash flow projections.
Reduced overtime by 100% by Properly Scheduling Employees according to events.
Established and maintained 4 vendor partnerships.
Established operational objectives and work plans and delegated assignments to subordinate managers.
Processed Employee hours weekly Compiled and drafted numerous reports Weekly, Monthly and Quarterly.
Sales Coordinator, 08/2011 to 02/2012Renaissance Casa de Palmas by Marriott － McAllen, Texas
Answered and quickly redirected up to 100 calls per 8 hour work period.
Planned and coordinated logistics and materials for board meetings, committee meetings and staff events.
Directed guests and routed deliveries and courier services.
Screened applicant resumes and coordinated both phone and in-person interviews.
Answered and managed incoming and outgoing calls while recording accurate messages.
Opened and properly distributed incoming mail.
Greeted numerous visitors, including VIPs, vendors and interview candidates.
Helped distribute employee notices and mail around the office.
Maintained a clean reception area, including lounge and associated areas.
Organized all new hire, security and temporary paperwork.
Assisted with event planning, including associated travel and logistical arrangements.
Completed data entry, tracked resumes and maintained the applicant tracking system.
Compiled company information and related material and distributed it to candidates.
Assisted senior recruiting staff with career fairs and recruiting events.
Screened all visitors and directed them to the correct employee or office.
Obtained signatures for financial documents and internal and external invoices.
Coordinated, scheduled and arranged meeting and travel calendars, including business and social events.
Coordinated board and committee meetings, including schedules and information preparation and distribution.
Front Desk Manager, 02/2009 to 02/2011Residence Inn by Marriott Expressway 83 － McAllen, Texas
Investigated and resolved customer inquiries and complaints in an empathetic manner.
Cross-trained and backed up other customer service managers.
Adhered to all confidentiality requirements at all times.
Met all customer call guidelines including service levels, handle time and productivity.
Solved unresolved customer issues.
Promptly responded to inquiries and requests from prospective customers.
Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
Strong leader of customer support staff.
Facilitated inter-departmental communication to effectively provide customer support.
Scheduled staff shifts to cover peaks and lulls in customer inquiries.
Trained staff on operating procedures and company services.
Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Resolved associate, tool and service delivery issues revealed by statistical reports.
Maintained accurate records of past due customer account activity.
Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.
Maintained up-to-date knowledge of product and service changes.
Managed work flow to exceed quality service goals.
Associate of Arts:Cosmetology,2002Amarillo College of Beauty － Amarillo, TXCosmetology
High School Diploma:2001Enid High School － Enid, O K