(555) 432-1000,
Montgomery Street, San Francisco, CA 94105

Results-driven customer service professional with more than 15 years of experience ensuring problem resolution, achieving customer satisfaction, and building retention. Open and clear communicator at all levels

with demonstrated strategic vision and disciplined execution. Highly skilled in addressing customer concerns with speed, accuracy, and the utmost professionalism. Unwavering commitment to customer satisfaction,

with the ability to build productive relationships, resolve complex issues, and win customer loyalty.

  • Customer Service
  • Employee Training
  • Supervision
  • Sales Training 
  • Call Center Management   
  • Financial Analysis Reporting
  • Accountability
  • Outbound Revenue
  • Executive Communications
  • Inbound Conversion 
Port Shepstone High School Port Shepstone, Expected in 2011 High School Diploma : - GPA :
, Expected in Navis Performance Education (Hospitality and Sales Sytem), Navis Reach Certified Exceptional Customer Service Training : - GPA :
Ciocca Dealerships - Call Center Manager
Lawrence Township, NJ, 01/2011 - Present
  • Effectively recruit and hire talented staff while maintaining appropriate seasonal staffing.
  • Manage all aspects of high-volume call center, successfully increasing monthly goals, maintaining high conversion rates and low abandonment rates.
  • Successfully implemented outbound revenue and maintain monthly goals.
  • Provide sales & procedural training toward established conversion, revenue & service level goals.
  • Uphold high standards for excellent customer service and performance.
  • Develop and implement the agent & RSS incentive program to effect positive change and meet monthly goals.
  • Conduct performance evaluations, coach, counsel & discipline employees when necessary.
  • Coordinate all special events and promotions with call center, marketing department, check in and executive management.
  • Prepare for and attend weekly managers meeting, cooperate and coordinate teamwork with other departments.
  • Maintain and co-ordinate monthly staff meetings and individual coaching sessions to discuss and set individual goals as well as monthly call center goals (Inbound revenue, outbound revenue, group conversion goal, individual conversion goals, average handle time per lead, abandonment rate and follow up lead procedures.
  • Listen and score agent calls to improve quality, minimize errors and change calls into leads when lead opportunities have been missed.
  • Manage reservation functionality of property management system and revenue management system to maximize total sales.
  • Complete Bi-Weekly Key Performance Indicator Report and review with CEO Utilize reservation sales best practices, prepare & manage monthly conversion & revenue goals.
  • Achieve compliance goals through proper lead management.
  • Monitor individual and team results to identify performance levels in order to acknowledge good performance and to determine coaching needs for performance in need of improvement, Create, maintain and update all email templates within the property management system.
  • Ensure that all guests' requests, problems and complaints presented to check inn or through reservations, comment cards, emails and/or phone calls, are responded to in an attentive, courteous and efficient manner.
  • Follow up to ensure guest satisfaction.
City, , South Africa 1997 - 2011
  • Hire, train and manage staff to uphold high standards for excellent customer service and performance.
  • Complete weekly work schedule/payroll and make necessary changes in staffing based on sales, promotions and holidays.
  • Successfully managed daily operations, including vendor correspondence and financial procedures.
  • Effectively increased profit margin through strategic marketing and financial planning.
  • Analyzed monthly profit and loss reports and performed stock forecast reports for strategic planning.
  • Implemented a point-of-sale computer system to improve purchasing and stock control.
SUN INTERNATIONAL CASINO & RESORTS - Most Valued Guest (MVG) Coordinator
, , South Africa 1991 - 1997
  • Exclusive booking specialist and concierge for all high-profile/MVG slots and casino guests.
  • Coordinated all planning aspects for guests, including travel arrangements, reservations and various guest needs.
  • Inspected reception area, lobby area and all VIP arrival rooms.
  • Maintained outbound lead follow up calls to potential and existing customers.
  • Maintained clear communication with sales managers and the entire sales team in order to review and give feedback on sales performance, Facilitated levels and open lines of communication between the Guest Experience Team and various departments.
  • Ensured that hotel employees (specifically front desk staff) were familiar with Most Valued Guests and "specifics" (special requirements, preferred room type etc.).
  • Identified and maintained constant communications with the hotel's Most Valued Guests.
  • Ensured that employees are at all times attentive, friendly, courteous and efficient in their interactions with guests, management and all other employees.
  • Ensured that all guests' requests, problems, complaints and/or accidents presented at the Front Desk or through reservations, comment cards, letters and/or phone calls, are responded to in an attentive, courteous and efficient manner.
  • Follow up to ensure guest satisfaction.
  • Monitored the standards of all Guest Experienced staff.
Executive Management Support, Creative Problem Solving, Scheduling, Service Orientation, Microsoft Outlook, Microsoft PowerPoint, Microsoft Word, Minute Taking, Multi-Task Management, Organizational Skills, Prioritization,

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School Attended

  • Port Shepstone High School

Job Titles Held:

  • Call Center Manager
  • Store Manager/Owner
  • Most Valued Guest (MVG) Coordinator


  • High School Diploma
  • Navis Performance Education (Hospitality and Sales Sytem), Navis Reach Certified Exceptional Customer Service Training

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