Kim L. Oura 4123 Bola Drive North Las Vegas, NV 89032 ko132d8e6@westpost.

net Cell: 702-376-8026 * Dedicated customer service manager with natural leadership qualities who can m otivate and bring the best out of her employees. Have achieved customer satisfac tion rankings. * Respected builder and leader of customer-focused teams; instill a shared, enth usiastic commitment to customer service as a key driver of company goal attainme nt. Lead by example and ensure the execution of all safety, security, quality an d store operations policies. *Areas of Expertise Customer Service Management Complaint Handling & Resolution Customer Satisfaction Enhancement Front-End Supervision Teambuilding & Training Order Fulfillment Professional Experience *DIAMOND RESORTS INTERNATIONAL - Las Vegas, NV 10/09 to 08/10 Tour Receptionist/ Gift Department Time-share Resorts requiring fast paced and quick learning individuals. Duties i ncluded but not limited to preparing daily reports for Sales Agents, Management and Marketing Directors. Meet and greet our guests, as well as checking them int o the Time Share Presentations. Managed monies, inventory/stock in the gift depa rtment, also responsible for the nightly closure of business. *RMI MANAGEMENT, LLC. (Panorama Towers)- Las Vegas, NV 11/08 to 8/09 Concierge I worked with many luxuries high rise residents completing many tasks for them. These tasks included making restaurant reservations, arranging for spa services, booking daily transportation and tickets for special events. Arranged mail pick up for our guests as well as our company. Input of all logistics that was in re ceiving warehouse. Answered phones at the concierge's desk, as well as relayed m essages to the general manager and executive assistants. *SOUTHWEST AIRLINES - Las Vegas, NV 06/94 to 11/08 Customer Service Manager, 03/06 to 11/08 Customer Service Representative, 06/94 to 03/06 Was an intricate part of the management team who dealt directly with boarding pa ssengers and any complaints that arise. Made changes to existing flight reservat ions, creating new reservations and upgrading passengers were a part of my daily duties. Scheduling assistance for special customers such as unaccompanied minor s and handicap passengers were part of my duties as well. Along with dealing with passenger issues I also had the responsibility of openin g and closing our station, supervising our customer service employees, handling petty cash, accountable documents, assigning agents to their daily tasks positio ns and their union breaks and lunches. Also was responsible for the monthly audi ts of sales reports, and annual evaluations of all customer service employees. D irectly coached employees on problem areas in which they needed attention the mo st. Other highlights included: * Trained customer service employees to properly deal with any problems that may arise in the realm of customer service and satisfaction. * Trained working staff as well as managers on new computers operations * Introduced training programs that enhanced employee performance and helped bui ld a motivated workforce. * Trained and developed employees on their work stations

* Controlling operations of equipment or systems * Being able to properly convey information to co-workers as well as employees. * Knowledge of principles and processes involved in business and organizational planning, coordination, and execution. This includes strategic planning, resourc e allocation, manpower modeling, leadership techniques, and production methods * Knowledge of principles and facts related to business administration and accou nting, human and material resource management in organizations, sales and market ing, economics, and office information and organizing systems * Multi-tasking * Problem Solving Education and Training PANORAMA TOWERS - Las Vegas, NV 03/09 Concierge of the Quarter SOUTHWEST AIRLINES - Dallas, TX 10/08 Leadership SWA Style Description: Received Leadership, HAZMAT, TSA Security, Emergency Response, and Front End Supervising, Complaint Resolution and Auditing Training. *MOANALOA HIGH SCHOOL -Honolulu, HI 06/92 High School Diploma