Customer Solutions Representative at Spectrum (2025-11 – Present)
- Handle incoming calls from customers looking to disconnect or modify services.
- Identify customer needs and provide appropriate solutions.
- De-escalate customer concerns and resolve complaints effectively.
- Retain customers by offering promotions, bundles, or service upgrades.
- Explain billing details, pricing, and company policies.
- Troubleshoot service issues (internet, cable TV, phone).
- Document all customer interactions accurately.
- Meet or exceed performance metrics (sales goals, retention rate, call quality, attendance).
Regional Director of Operations at Natson Hotel Management Group (2024-06 – 2025-10)
- Directed day-to-day operations for 10 Motel 6 / Studio 6 properties, ensuring adherence to G6 Hospitality brand standards and operational guidelines.
- Conducted regular property visits to evaluate performance, identify opportunities for improvement, and ensure compliance with quality, safety, and guest service standards.
- Partnered with General Managers and Assistant General Managers to drive revenue growth, control expenses, and improve profitability across the region.
- Reviewed and analyzed P&L statements, budgets, and performance reports; implemented corrective actions to achieve financial targets.
- Mentored and developed property leaders, creating a culture of accountability and operational excellence.
- Led training initiatives to strengthen General Manager and Assistant General Manager capabilities in service delivery, labor management, and guest relations.
- Championed guest satisfaction by monitoring online reviews, guest feedback, and brand audit results, resulting in measurable improvements in guest experience scores.
- Supported conversion and renovation projects in collaboration with corporate operations, development, and franchise teams.
- Successfully reinstated 200+ out-of-service rooms into active inventory.
- Managed vendor relationships, source new suppliers, and oversee the collection, verification, and timely upload of invoices to ensure accurate accounts payable processing.
- Ensured compliance with all local, state, and federal laws, including labor, safety, and accessibility standards.
District Manager at Extended Stay America (2012-05 – 2024-06)
Encompassing more than 1,200 rooms.
- Directed day-to-day operations for 11 ESA properties, ensuring adherence to ESA brand standards and operational guidelines.
- Conducted regular property visits to evaluate performance, identify opportunities for improvement, and ensure compliance with quality, safety, and guest service standards.
- Elevated guest satisfaction and brand audit scores by 7 points year-over-year.
- Partnered with General Managers and Assistant General Managers to drive revenue growth, control expenses, and improve profitability across the district.
- Improved occupancy by 5% and reduced employee turnover by 10%
- Reviewed and analyzed P&L statements, budgets, and performance reports; implemented corrective actions to achieve financial targets.
- Mentored and developed property leaders, creating a culture of accountability and operational excellence.
- Led training initiatives to strengthen General Managers and Assistant General Managers capabilities in service delivery, labor management, and guest relations.
- Championed guest satisfaction by monitoring online reviews, guest feedback, and brand audit results, resulting in measurable improvements in guest experience scores.
- Supported conversion projects in collaboration with corporate operations and development teams.
- Ensured compliance with all local, state, and federal laws, including labor, safety, and accessibility standards.
Sprint Customer Service Representative at Convergy's (2010-08 – 2012-01)
- Answer incoming calls, chats, or emails from customers in a timely and professional manner.
- Assist customers with account inquiries, billing questions, payments, and plan changes.
- Troubleshoot service and device issues and provide appropriate solutions.
- Explain Sprint products, services, promotions, and policies clearly.
- Process account updates, activations, upgrades, and cancellations.
- De-escalate customer concerns and resolve complaints effectively.
- Document customer interactions accurately in the system.
- Meet or exceed performance metrics such as call handling time, customer satisfaction, and quality scores.
Sales Representative at All American Home Phone (2008-07 – 2010-07)
- Advertise and sell company products and services to existing and prospective customers.
- Prepare and process required paperwork to activate, implement, and maintain service contracts.
- Generate and maintain status reports, including activity tracking, sales closures, follow-ups, and compliance documentation.
- Negotiate pricing, costs, delivery terms, and service specifications with customers and management.
- Follow up on new leads and referrals generated through field and sales activities to drive customer acquisition and retention.
AT&T/Cingular Customer Service Representative at West (2004-09 – 2008-06)
- Assist customers with account inquiries, billing questions, payments, and plan changes.
- Troubleshoot service and device issues and provide appropriate solutions.
- Explain AT&T/Cingular products, services, promotions, and policies clearly.
- Process account updates, activations, upgrades, and cancellations.
- De-escalate customer concerns and resolve complaints effectively.
- Document customer interactions accurately in the system.
- Meet or exceed performance metrics such as call handling time, customer satisfaction, and quality scores.
