Amber D. Wallace
Walled Lake ,Mi.
Summary
Dynamic customer service professional with over 20 years of experience in delivering exceptional support and cultivating productive relationships. Expertise in achieving customer loyalty through attentive listening, creative problem-solving, and effective communication. Proven leader dedicated to driving operational excellence and strategic growth, adept at navigating complex challenges while optimizing processes and fostering team collaboration. Recognized for adaptability, strong decision-making abilities, and a commitment to creating positive workplace cultures that enhance overall performance.
Overview
1
1
Language
1
1
Certification
20
20
years of professional experience
Work History
General Manager
Staybridge Suites Hotel Novi
Novi, MI
11.2022 - Current
- Directed daily hotel operations, ensuring exceptional guest experiences and service quality.
- Led staff training programs, enhancing team performance and customer satisfaction scores.
- Developed strategic marketing initiatives, increasing brand visibility and guest engagement.
- Implemented cost-control measures, optimizing budgeting processes and resource allocation.
- Analyzed operational performance metrics, identifying areas for improvement and efficiency gains.
- Fostered relationships with vendors, negotiating contracts to secure favorable terms for the hotel.
- Oversaw compliance with health and safety regulations, maintaining a safe environment for guests and staff.
- Coordinated special events and promotions, enhancing overall guest experience and driving revenue growth.
- Managed budget implementation, employee reviews, training, schedules, and contract negotiations.
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
- Developed and implemented strategies to increase sales and profitability.
- Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Implemented effective cost-saving measures to reduce overhead expenses without compromising quality or service.
- Directed comprehensive sales efforts to exceed revenue targets consistently while maintaining customer satisfaction levels.
- Implemented robust inventory management systems to optimize stock levels and minimize waste/costs associated with excess product storage.
Front Office Manager
Staybridge Suites Hotel Novi
Novi, MI
01.2020 - 11.2022
- Supervised front office operations, ensuring seamless guest check-in and check-out processes.
- Resolved guest complaints promptly, enhancing overall satisfaction ratings.
- Trained and mentored staff on customer service excellence and hotel policies.
- Implemented efficient scheduling systems to optimize front desk coverage.
- Coordinated with housekeeping and maintenance teams to ensure room readiness standards were met.
- Analyzed guest feedback trends to develop improvement strategies for service delivery.
- Managed inventory of front office supplies, maintaining budgetary controls and cost efficiency.
- Developed training programs focused on improving employee performance and guest interactions.
- Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
- Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Developed effective communication channels within the team to improve decision-making process and problem-solving abilities.
- Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
- Collaborated with housekeeping and maintenance departments to ensure timely room availability and optimal guest experience.
- Conducted regular staff evaluations, providing constructive feedback and identifying opportunities for professional growth.
- Maintained a clean and organized work environment, promoting a professional image of the hotel to guests.
- Analyzed performance metrics to identify areas of improvement in front office operations, implementing changes for better efficiency.
Office Manager
RecycleMax
Detroit, MI
01.2014 - 01.2016
- Organized and implemented office procedures to enhance workflow and improve operational efficiency
- Managed full cycle of accounts payable including matching, batching, coding and cutting checks.
- Handled full cycle accounts receivable including setting up job files, invoicing, collections and entering receipt of payment.
- Managed full cycle accounts receivable by setting up job files, invoicing, and overseeing collections to ensure timely payment.
- Coordinated payroll processing for salaried and hourly employees, ensuring timely and accurate employee compensation.
- Bank deposits and other banking functions including reconciling of bank statements.
- Placed orders for inventory to ensure adequate stock levels.
- Answer phones/respond to emails
- Schedule customers
- Processed billing statements for customers to ensure timely payments.
- Managed payroll processing for employees to ensure accurate and timely compensation.
- Managed accounts receivable and payable to maintain accurate financial records.
- Organized and filed documents to maintain efficient office operations.
- Processed bank deposits to ensure timely and accurate financial transactions.
- Created and sent invoices to clients for services rendered to ensure timely payments.
- Coordinated delivery of supplies to teams to maintain workflow and productivity.
- Updated system information to ensure accurate data management and accessibility.
Customer Service Representative and Production Assistant
Wrightway Enterprises, Inc.
Southfield, MI
01.2009 - 01.2014
- Assisted Eric Wheelwright, a Stellar Nominated Film/TV producer, with the production of national and international TV shows and advertisements.
- Assisted with development of the company's new online corporate presence.
- Created videos and graphics
- Restructured and organized office and filing systems, improving operational efficiency.
- Restocked merchandise to ensure product availability for customers.
- Coordinated shipping and receiving operations to ensure timely delivery of products.
- Supported directors and producers on various projects, including set design, talent scheduling, lighting and blocking, and script drafting and proofing.
- Handled shipping and receiving of products and packages
Call Center Representative
MicroCell Communications
Brighton, MI
01.2007 - 01.2009
- Operated multi-line phone systems efficiently in a busy office environment.
- Generated leads through outbound calls to potential distributors for mobile communications devices, fostering new business opportunities.
- Provided data entry services and maintained updated distributor listings to ensure accurate and accessible information.
- Sent updated product listing emails to potential distributors
- Provided Data Entry services, maintained and updated distributors listings
- Managed multi-line phone systems
- Took on various assignments to support team objectives and project goals. with a cooperative, positive and team-oriented attitude
- Delivered customer service for outbound call center, addressing inquiries and enhancing customer satisfaction.
Education
High School Diploma -
Howell High School
Howell, MI01-2006
Skills
- Accounts Receivable
- Accounts Payable
- Bank Reconciliation
- Payroll Processing
- Visual Content Creation
- Collections
- Profit and Loss Statement
- Microsoft Office
- Inventory control
- Digital Marketing Strategy
- eCommerce setup
- Financial Reporting
- Budget Management
- Marketing Communications
- Sales Strategy Development
- Microsoft Excel
- Microsoft Word
- Power Point
- Microsoft Outlook
- Open Office
- Direct Marketing Campaigns
- Pixlr
- Power Director 10 (Video Editing)
- Internet Explorer
- Firefox
- Document Management
- Inventory management
- Skype Video Conferencing
- Basic functioning knowledge of standard office equipment such as; scanners, printers, copiers, fax machines and binding systems
- Mailings
- Bank Deposits
- Filing
- Team player
- Expense control
- Administrative skills
Accomplishments
- Volunteer and Committee Member of Metro Detroit Youth Day
- Volunteer and Committee Member of The Michigan Youth Appreciation Foundation
- Volunteered with LACASA to assist with bringing public awareness to the organization and services they provide for victimized adults
- Volunteered with the Humane Society of Livingston and assisted with feeding, grooming and helping to place animals in suitable homes through their Adopt-a-Pet program
- Volunteered to assist the Salvation Army with raising donations and increasing public awareness
- Volunteered with Toys For Tots and assisted with receiving, organizing, displaying and distributing donations to needy families
- Awards and Accolades
- Awarded Appreciation Award for my participation in Metro Detroit Youth Day 2013
- Awarded Appreciation Award for my participation in Metro Detroit Youth Day 2012
Certification
- Certified General Manager and Sales Director
Languages
English
Timeline
General Manager
Staybridge Suites Hotel Novi
11.2022 - Current
Front Office Manager
Staybridge Suites Hotel Novi
01.2020 - 11.2022
Office Manager
RecycleMax
01.2014 - 01.2016
Customer Service Representative and Production Assistant
Wrightway Enterprises, Inc.
01.2009 - 01.2014
Call Center Representative
MicroCell Communications
01.2007 - 01.2009
High School Diploma -
Howell High School
Awards and Accolades
Awarded Appreciation Award for my participation in Metro Detroit Youth Day 2013, Awarded Appreciation Award for my participation in Metro Detroit Youth Day 2012
Awards
Won Multiple Awards as General Manager such as
- Traveler Review Award 2026 Winner
- Traveler Review Award 2025 Winner
- 2025 Performance Award Winner
- Guest Love Excellence Award 2024
- Torchbearer Award 2024