Angel Ray
West Salem,OH
Summary
Expert in delivering top-tier customer service through effective issue resolution and team leadership. Extraordinary customer service skills in several areas, ranging from retail, food & beverage, hospitality, and call center environments. Proven ability to manage multiple projects and tasks, while meeting challenging deadlines and exceeding expected sales goals. 17+ years in managerial positions, allowing for familiarity with a wide range of management styles and work environments. High attention to detail, strong organizational and communication skills, as well as proven reliability. Proven ability to proofread, create and refine training materials that enhance team efficiency and customer interactions.
Overview
1
1
Certification
21
21
years of professional experience
Work History
Senior Customer Service Supervisor
Stahl's Transfer Express
Mentor, OH
05.2016 - Current
- As a Senior Customer Service Supervisor, I am a key player in assisting our CSR Team via Microsoft Teams to locate information to help answer client requests, help to advise strategies to de-escalate customer issues, procedural and guidance questions, approve credits, and process edits that need to be applied to orders and accounts.
- As a member of management, another key role is taking escalated calls from our CSRs when an issue has escalated past their ability to continue to handle. My main objective is to help maintain the established relationship we have created with our customer, by finding resolutions to their issues and providing an excellent customer service experience.
- Manage emails directed to our Recovery Team, address customer order issues through the Resolution Center, and deliver additional training to our CSRs.
- During my tenure as a Senior Customer Service Supervisor, I have been tasked with proofreading and revising current training manuals, as well as creating brand new ones.
Evening Concierge Manager
Marriott Cleveland East Hotel
Warrensville Heights, OH
08.2014 - 05.2016
- Interacted with elite guests, delivering exceptional customer service by anticipating needs and exceeding expectations.
- As active manager, I was a key player in addressing and resolving guest issues and concerns, which helped to prevent major incidents and to ensure positive guest stay and satisfaction scores.
- Oversaw food preparation, re-stocking, cleanup, and setup for evening Concierge Lounge services, ensuring seamless guest experiences throughout the day. Handled setup of morning Concierge Lounge Service.
- Oversaw the completion of M.E.T.S cleaning procedures, assuring their completeness and accuracy for corporate evaluations.
- Managed liquor inventory and consumption in the Concierge Lounge, conducting monthly supply assessments to maintain profitability while bartending for elite guests.
- Catered large events as an on-call banquet customer service associate, focusing on guest satisfaction.
Senior Aquatic Specialist Supervisor
Petco
Wooster, OH
02.2013 - 07.2014
- Maintained and cared for all aspects of our freshwater and saltwater aquariums by performing weekly and monthly maintenance schedules.
- Oversaw weekly habitat cleaning of reptiles and daily opening/closing care of all animal habitats in the store.
- Managed weekly and monthly inventory counts, as well as weekly ordering of aquatic life.
- Assisted customers in locating products, answered questions regarding setup of habitats and aquariums, provided product recommendations, answered animal care questions, and assisted with any concerns and issues the customer may have had.
General Manager
CPI Corp - Picture Me Portrait Studios
Wooster, OH
09.2008 - 12.2010
- Supervised a staff of up to five, while maintaining records of job performance, sales generation, performance improvement plans, interviewing of new employees, and all human resource issues.
- Conducted in-studio photography sessions that captured a wide range of milestones and special life events, including engagements, family and generational portraits, infant and children milestones, and senior photos.
- As the General Manager, one of my key focuses was maintaining sales goals, with an emphasis on increasing overall revenue. I was responsible for creating promotions and sales for the studio to increase foot traffic and appointments, conduct sales tactics to persuade and entice the client towards a more premium tier package (up-sell), oversee guest satisfaction, handle guest complaints and order issues, and maintain and exceed my personal sales average. I also attended weekly phone conferences with the General Managers of the other studios in our district and our District Manager, to review and evaluate weekly and monthly sales goals and per studio performance.
- Overseen customer safety protocols, maintenance of all studio equipment, and store cleanliness and organization requirements.
Production Coordinator
Busson Portrait Directories
Barberton, OH
10.2005 - 03.2008
- Production Coordinator: Controlled the flow of work coming in and out of the Graphic Design department. Major duties included logging in of new materials, assigning jobs and due dates to our graphic designers, proofreading drafts, and general filing/clerical duties.
- Contacted clients upon arrival of their package of project materials, provided an overview of the production process, answered their questions, and requested any missing materials or additional information.
- Worked closely with the Graphic Design Manager, our in-house Printing Department, and our Sales Team to ensure that the church directories were completed in the time frame given and to the customer's specifications and satisfaction.
- FS Coordinator: Responsible for correctly identifying the person/family in the photos taken and matching them with the proper names from the corresponding order forms. The photos were then labeled with this information and used to generate the family sections for the church directories.
- Graphic Designer: Production of high-quality church directories, provided by a combination of following the client specifications and feedback, and through the elevation of our own creativity and design sense.
- Installer: Responsible for entering customer information acquired at the time of the photography shoot into Microsoft Excel documents. Every department in the company utilized this information, including billing, shipping, retouching and photography editing, graphic design, and our in-house and large-scale printing departments.
- Re-namer: Properly assigned the correct site number to the raw photos taken at the photo shoot.
Education
Some College (No Degree) - Design And Engineering Technologies
Lakeland Community College
Kirtland, OHCertificate - Data Acquisition
University of Akron
Orrville, OHDiploma - Cooperative Business Education
Riverside High School
Painesville, OHSkills
- Microsoft Office (13 years)
- Retail Management (7 years)
- Sales (7 years)
- Adobe Photoshop (5 years)
- POS (7 years)
- Graphic Design (10 years)
- Screen Printing (1 year)
- Corel Draw (10 years)
- Windows OS (15 years)
- Photography (7 years)
- TIPS trained and certified
Certification
- TIPS Certification, August 2016
Awards
- Associate of the Month, October 2015. Awarded associate of the month at the Cleveland Marriott East Hotel for exemplary customer service, attendance, and willingness to help other departments. I was nominated by my immediate supervisor and voted on by all of upper management.
- Phi Theta Kappa Honor Society Recipient, September 2004. For achieving and maintaining above a 3.5 or higher GPA at Lakeland Community College.
- 2nd Place - Desktop Publishing, November 1999. Won the 2nd place award in the Desktop Publishing category at the Cooperative Business Education Conference. I won for my submission of a brochure promoting the Cooperative Business Education class for our high school.
- Gold Seal Award, May 1998. Won the Gold Seal Award in the Lake and Geauge Secondary Art Awards. The awards where a combination of art work submitted by all the local high schools in the area.
Timeline
Senior Customer Service Supervisor
Stahl's Transfer Express
05.2016 - Current
Evening Concierge Manager
Marriott Cleveland East Hotel
08.2014 - 05.2016
Senior Aquatic Specialist Supervisor
Petco
02.2013 - 07.2014
General Manager
CPI Corp - Picture Me Portrait Studios
09.2008 - 12.2010
Production Coordinator
Busson Portrait Directories
10.2005 - 03.2008
Some College (No Degree) - Design And Engineering Technologies
Lakeland Community College
Certificate - Data Acquisition
University of Akron
Diploma - Cooperative Business Education
Riverside High School