Customer Service Manager

Dan Estrello

General Manager

Floresville, TX

acg48d@r.postjobfree.com - 210-***-****

• More than 20 years' successful experience in customer service and support with recognized strengths in

account maintenance, problem-solving and trouble-shooting, sales staff support, and planning/implementing

proactive procedures and systems to avoid problems in the first place.

• Possess solid computer skills.

• Excellent working knowledge using Microsoft Excel, WordPerfect, Microsoft Word.

• Ability to train, motivates, and supervises customer service employees.

• A team player, acknowledged as "Total Quality Customer Service Professional."

• Develop plan, conduct audits and variance analyses, process payroll and payroll tax reports and filings, and

maintain/update accurate inventories.

Synopsis of Achievements

• Increased customer retention by constantly maintaining guest service scores and responses.

• Proactive planning led to notable increase in morale in all departments.

• Created customer service stability, drastically reducing potential problems.

• Achieved Hotels budget year over year according to company standards

WORK EXPERIENCE

General Manager

Drury Hotels, LLC - San Antonio, TX - 1993 to 2012

Work with 54 hotel professionals covering 2 hotels (IHG-Staybridge Suites and Best Western) with different

brands, responsible for multiple corporate accounts.

• Support sales Manager in opening new accounts and upgrading existing service.

• Quickly and effectively solve customer challenges.

• Maintain quality control/satisfaction records, constantly seeking new ways to improve customer service.

Night Auditor

Comfort Inn - San Antonio, TX - 1990 to 1993

Customer Support

• Audit of days events including room, phone and sundries charges

• Posting daily charges to guest room

• Responsible for excellent customer service.

EDUCATION

Business

National Education Institute - San Antonio, TX

1990

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