Jan 2014 – Dec 2014 1 Community Services Columbia, MD
Start up business.
Implemented pricing, P&L, and service goals for the company.
Conducted sales blitzes exceeding sales goals by 7%.
Nov 2007 – Nov 2013 H&R Block Kansas City, MO
Office Manager/Instructor/Seasonal Administrator
Developed and implemented a business development plan to increase clientele.
Exceeded all targeted goals as follows: Conversion: Target 80% exceeded by 8%; Growth: Target 20% exceeded by 5%; Customer Peace of Mind Target 30% exceeded by 1.8%; Second Look Target 15 exceeded by 10%.
Conducted sale blitzes increasing sales by 3.8%.
Assisted District Manager with conducting interviews, closing offices for the off-season, monitoring schedules for open offices during the off-season and successfully managing several offices during the tax season.
Mar 2006 – Oct 2006 Paramount Hotel Group Fairfield, NJ
Developed and implemented business plan to improve guest satisfaction – improved by 23%.
Developed and implemented business plan to improve quality assurance and move the nation-wide hotel ranking from the red to the green zone. Succeeded by obtaining 94% on the Marriott Quality Assurance Inspection in an unannounced inspection.
Developed and implemented a business plan to meet budgeted revenues – exceeded by 15%.
Worked together with sales department Increasing sales by 7.9%.
Apr 2001 – Feb 2006 Accor Hotels Dallas, TX
Developed and maintained an active sales plan to achieve projected revenue goals. Exceeded budget revenues by 15% per year.
Developed and implemented a business plan that increased guest satisfaction by 15.8%. Reduced guest complaints by 10.4% during my tenure.
Increased property balanced score card rankings by 56 positions in 2004 as a result of my efforts.
Assisted other General Managers at underperforming hotels within my district at the direction of the Area Manager of Operations. Improved revenues by 15%, guest satisfaction scores by 12.9% and reduced guest complaints by 9.8% on average, at properties I assisted with.
Managed a full renovation of a three million dollar airport property.
Assisted Area Manager with quality assurance inspections, interviewing, and training of new General Managers and Assistant General Managers.
Dec 1993 – Mar 2001 PMM, Inc Rockville, MD
Managerial responsibilities included overseeing four Area Managers, 15 supervisors and over 200 employees.
Responsible for administrating, monitoring, and meeting contractual requirements for over 6 million dollars’ worth of janitorial contracts.
Improve profitability by 7.4%. Improved quality control assurance results by 43.8%. Improve client satisfaction results by 57.9%.