Front Office Supervisor Resume Profile

SUMMARY

Dedicated client relations professional with over 10 years experience managing and executing client expectations and projects to success and with mutual satisfaction. Excellent technical skills. Reliable team leader with a track record of providing optimal customer service.

TECHNICAL SKILLS

Access, Excel, Explorer, Lotus Notes, Outlook, PowerPoint, Project, Vizio, SQL, Windows, Word
Broker Trak, CSA Trak, CSA Trak BD, Research Trak, HSS, MSI, Brilliant, System 21

PROFESSIONAL EXPERIENCE

Confidential

Client Services Analyst

Implemented, trained and supported web hosted financial industry business applications. Provided third level support to a base of 5000 users across the Commission Management, Payment, Trade Reconciliation, Research Valuation, and Broker Contact/Event logging programs.
Designed and implemented revamped program documentation reducing support call volume by 40 .
Managed the implementation, integration, and scheduled operations of Broker Trak for 26 Investment Manager/Hedge fund clients. Liaising with 700 broker firms and 4500 global users.
Documented, reported, and tracked issues for resolution by appropriate teams. Communicated statuses both internally/externally and managed client expectations exceeding Service Level agreements.
Tested new releases for usability and proper functionality per project scopes.

Confidential

Project Coordinator

Assisted project manager with organization and execution of custom or leased trade show exhibitions. Acted as the primary liaison between company, clients, show management, general contractors, and authorized vendors.
Scoped and prepared accepted bid for 3 year Italian Pavilion installation at Coverings Show.
Coordinated JCK Las Vegas liaising with 300 single international exhibitors with booth leasing revenue of over 1,000,000.

Confidential

Regional IT Trainer

Trained and supported users on external/internal systems including Windows, TREND, Cognos, Lotus Notes, and RTA Fleet management. Set-up and troubleshot all networked equipment and user securities. Collaborated with management and corporate audit team to ensure compliancy to company policies
Ensured smooth integration of new company acquisitions providing initial training and post-installation support on software, processes, and procedures.
Integrated four new acquisitions and over 10,000,000 in inventory over 6 months.

Confidential

Implementation Analyst

Managed installation of mandatory technology requirements for an assigned portfolio of hotel franchise sites. Directed point of contact, though pre-sell informational details, hardware/software quoting, implementation, and training preparation. Worked closely with software development team to stay abreast of system upgrades and modifications.
Contributed 48 successful system installs in 2005. Supported over 500 completed installs during my tenure.
Adjusted internal/external documents, marketing paraphernalia, demo scripts, and talking points per post-mortem feedback and lessons learned.
Partnered with software development team and shared property level suggestions for system upgrades and modifications.

Confidential

Served as a single resource to franchised property and onsite installation team for any matters related to hotel technology implementation.
Arranged for non-scheduled technical revisits to properties due to brand changes, total hardware or software failure, or Act of God.
Acted as a liaison between internal technical support staff and 3rd party vendors for escalated issues.
Monitored Hot Sites or properties with multiple system issues and ensured technical support was provided per Service Level Agreements.

Confidential

Served as the franchised property's single point of contact providing technology options and helping to determine which approved product offering would best-fit property needs. Assisted properties in managing their responsibilities and timeline and coordinated efforts related to installation logistics.
Reviewed pre-installation documentation submitted by the properties to identify and avoid potential costly onsite issues.
Personally contributed to the coordination of 120 successful system installs in 2003

Confidential

Front Office Supervisor

Trained front office staff on hotel operating system and procedures in preparation for opening and quality audit. Monitored and managed day-to-day activities of Guest Service staff of 6 ensuring procedures were performed according to brand standards. Responded to guest concerns/complaints and ensured 100 satisfaction.
Managed Food Beverage operations for Pantry Breakfast and evening Managers Reception.
Managed Retail operations for on-site convenience shop

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