Customer Service Manager Operations Resume Example

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Jessica Claire
Montgomery Street, San Francisco, CA 94105
Home: (555) 432-1000 - Cell: - - -
Professional Summary

Detail-oriented Manager with 20 years of business operation and customer service experience. Professional background in accounting, lease contract agreement, sales and marketing, pricing strategy and revenue management, social events for both external and internal customers, catering, purchasing and inventory of supplies, facility maintenance and general office administration. Expert in the service industry protocols with proven history of leading shifts with excellent guidance and employee leadership. Organized and dependable candidate successful at managing multiple priorities with a positive attitude and management of diverse group of individual in a rapidly changing corporate and service industry.

  • Customer Service Management
  • Multitasking and Prioritization
  • POS Terminal Operations
  • Program Optimization
  • Staff Scheduling
  • Problem Anticipation and Resolution
  • Decision Making
  • Payroll Administration and Timekeeping
  • Customer Relations
  • Customer Relationship Management
  • Contract Management and Negotiation
  • Account management
Work History
05/2014 to Current
CUSTOMER SERVICE MANAGER/OPERATIONS Mennonite Home Communities Lancaster, PA,
  • Manages daily operations such as customer service performance, daily invoicing, flight schedules, aircraft service request, resident and transient transactions, resident's lease agreement and monthly payment, annual CPI adjustment, facility maintenance, charter operations, contractors and suppliers, and other related business and social events.
  • Performs administrative, operational and technical support to General Manager, Accounting, Line Operations and Airline Manager to ensure successful business operations.
  • In charge of driving customer's loyalty index to highest level possible that would help bring company forward.
  • Manages selection of new team members and training of new CSR's, facility maintenance workers, concierge and completion of performance evaluations.
  • Investigates and analyzes safety and customer service issues and violations, and prepare reports of findings and necessary actions to resolve.
  • Audits accuracy of all customer invoices, billing and payment and prepares monthly report and month end closeout.
  • Manages timekeeping, employee requests and schedule, team member's recognition and appreciation and family events and activities.
  • Prepares staff shifting work schedule to ensure that proper coverage is maintained 24/7 while managing overtime.
  • Conducts monthly meetings with CSR's for purpose of reviewing safety and service standards, promote consistent process and procedures, provide input and assistance in customer service and technical areas.
  • Prepares annual report to Commissioner of Revenue and Norfolk Airport for proper accounting of all aircraft based in facility.
  • Recruit, hire and train initial personnel, working to establish key internal functions and outline scope of positions for organization.
  • Implement incentive program and used coaching skills to promote memorable, consistent and positive guest experiences.
  • Update and resolve incidents and manages charges objectively while maximizing profit and maintaining excellent customer service.
  • Tracks inventory levels every month and order customer amenities and supplies according to allocated budget.
  • Completes bi-weekly payroll for 88 employees and ensures all hours and benefits are processed correctly.
  • Monitors daily cash discrepancies, purchasing card transactions and customer requests to purchase.
  • Build loyal account base and long-term business relationships with resident and transient accounts.
  • Manages 90 contracts valued at $140,000 monthly on space permit.
  • Monitors all lease contracts and service agreements for correct pricing and information.
  • Coordinate changes to agreement which might occur during contract lifetime.
04/2013 to 11/2013
DIRECTOR OF SALES AND MARKETING Martin Automotive Group Ontario, CA,
  • Generated and increased room revenue through strategic solicitation and marketing of social, educational, sports, religious groups and corporate businesses.
  • Conducted meeting with corporate executives, travel managers and other decision makers to promote hotel and gain their trust and business to set up corporate negotiated rate.
  • Conducted market analysis to position hotel against competing properties.
  • Analyzed volume potential, price schedule, group and business patterns.
  • Developed new sales campaigns, promotional rates, room packages and open house activities to promote hotel and shift business from competing hotels.
  • Performed competitive analyses and adjusted sales and marketing strategies accordingly.
  • Created and expanded sales presentations to new and existing customers increasing net sales revenue
  • Collaborated with advertising group to create uniformity between advertising messages and retail incentives.
  • Facilitated business by implementing practical networking techniques.
  • Organized promotional events and interacted with community to increase sales volume.
  • Demonstrated products to show potential customers benefits and advantages and encourage partnership and group booking.
  • Managed accounts to retain existing relationships and grow share of business.
  • Developed and executed sales presentations and training workshop for team members.
  • Built relationships with customers and community to establish long-term business growth.
  • Implemented sales and marketing program to support company objectives, resulting in 25% increase in new business.
03/2012 to 12/2012
SALES MANAGER Remington Hotels City, STATE,
  • Increased hotel ADR to over $20 more than comp set, RPI to over 200% to meet company set goal and generated about $400,000 in group room revenue.
  • Represented hotel at convention meetings, social, sports gatherings, and in town center meetings to promote brand.
  • Created, strengthened and maintained mutually beneficial relationship with clients to gain more sales revenue and repeat business.
  • Conducted tours of hotel and banquet facilities; identified qualified potential clients in accordance with company and hotel policies and procedure.
  • Supervised sales team of 3 people, stepping in to support front line employees and deliver smooth sales processes for clients.
  • Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
  • Organized promotional events and interacted with community to increase sales volume.
  • Produced contracts, reports, letters, and proposals for clients.
  • Developed rapport with businesses around hotel to drive customer traffic and sales.
06/2008 to 03/2012
  • Coached employees through day-to-day work and complex problems.
  • Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
  • Monitored and evaluated personnel performance to complete annual reviews, recommend advancement or address productivity concerns.
  • Assessed personnel performance and implemented incentives and team-building events to boost morale.
  • Established and updated work schedules to account for changing staff levels and expected workloads.
  • Trained team members on new hotel services and products to support promotional efforts.
  • Monitored front areas so that questions could be promptly addressed.
  • Collaborated with Sales and Marketing departments to achieve revenue and customer service goals.
  • Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
  • Analyzed and solved multi-faceted problems that effected executive leaders and business initiatives.
  • Supervised 12 administrative team members and provided constructive feedback, resulting in higher morale and increased employee retention.
Expected in 03/1996
Bachelor of Science: Business Management
University of Santo Tomas - Manila, Philippines,

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