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Marissa Mullen

Experienced Office Manager - Customer Service Representative


P.O Box 388 Housatonic, MA 01236 mmullen07@yahoo.com

WORK EXPERIENCE Night Auditor, Front Desk Agent, Manager on Duty


Hampton Inn Col Alto - Lexington, VA - July 2007 to Present
Training of all new front desk employees Ensuring 100% guest satisfaction as top priority Complete check in/ out procedures Answering phones in a timely fashion Listen and trouble shoot guests issues and concerns Offer solutions to guests issues to ensure satisfaction Transfer calls to appropriate department managers for problem resolution Use of basic office equipment i.e.: fax machine, printers & copy machine Use of Hilton's OnQ property management computer software Use of Microsoft Office programs Balance cash/ accounts for end of shift/ end of day closeout Handle point of sale transactions Process and balance daily credit card transaction Properly file / dispose of confidential documents Reviewing and balancing revenue recap reports Preparing daily bank deposits Preparing and filing daily reports Reviewing files and reports to insure up to date records for QA inspection

Shift Supervisor
Friendlys Restaurant - Lee, MA - May 2003 to June 2007
Managed daily restaurant operations Lead shifts of 10+ employees Monitored revenue and tracked inventory to insure target/ gap goals were being met in all departments including employee meals Trained new employees as per Friendly's standards and guidelines in all departments Conducted daily cash handling, opening / close out procedures including but not limited to; balancing accounts, preparing bank deposits, issuing cash drawers to designated employees Opened and closed restaurant daily (key holder) Prepared and maintained files and documents for QA audits Serve Safe Certified

Cash Office Manager- Front End Manager


Ames Department Store - Great Barrington, MA - January 2001 to November 2003
Worked efficiently to resolve customer issues / complaints to insure satisfaction Trained and managed all front end cashiers as per Ames Department Store standards and guidelines Answered phones calls and directed to the appropriate department associate Issued refunds / exchanges Issued cash drawers to designated employees daily Conducted daily audits of all incoming and outgoing cash for entire store Maintained daily logs related to revenue control Worked directly with loss prevention team to monitor revenue control Made daily bank deposits of $7,000- $25,000 Used QuickBooks, Microsoft Word and Excel to record daily revenue totals and reports for Store Manager and Applicable department heads as required

EDUCATION
A.A.S.- In Progress in Business Administration
Dabney S Lancaster Community College - Buena Vista, VA 2013 to 2014

High School Diploma


Monument Mountain Regional High School - Great Barrington, MA 1993 to 1997

SKILLS
Proficient in Microsoft Office programs (Excel, Word and Power Point) Experience with QuickBooks 15+ years of customer service experience Highly detail oriented Self-starter Efficient multi-tasker in a face paced environment. Works well independently or in a group setting Can type 50 wpm

ADDITIONAL INFORMATION
I am native of Southern Berkshire County Massachusetts. I have lived and worked in Virginia for the last 6 years. Myself and my family are relocating back to my home town of Great Barrington Massachusetts as of June 2014. I will be actively seeking employment prior to our move. I have worked in the customer service / hospitality industry for 15 + years. I am currently attending college to obtain my A.A in Business Administration. ****References and recommendation letters available upon request****

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