Bianca Williams
West Haven ,UT
Summary
Collaborative leader with dedication to partnering with Vendors to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Business Services Manager
Army & Air Force Exchange Services, AAFES
09.2022 - Current
- Communicate with Vendors and leaders positively with particular attention to problem resolution.
- Oversaw office operations for organization by processing vital documentation, obtaining insurance verification and authorization for services.
- Created, managed and executed business plan and communicated company vision and objectives to motivate teams.
- Oversaw and improved deliveries through proactive coordination of daily operations.
- Brought in new business connections and revenue generation opportunities by improving networking strategies.
- Chaired quarterly meetings with executive leadership to identify opportunities for improvement, establish milestones and tailor products to individual markets.
- Executed business plans to further strengthen and maximize territory sales and profits
- Managed cross-functional teams to deliver high-quality projects on time and within budget.
- Consistently met or exceeded departmental goals by closely monitoring KPIs and taking corrective actions when necessary.
Services OPS Assistant Promotion
Army&Air Force Exchange
12.2021 - 09.2022
- Introduced new businesses , increased sales activities and improved sales to drive income.
- Reviewed sales and gross profit report to assess company efficiency.
- Developed loyal and highly satisfied relationship through proactive management of team customer service strategies.
- Oversaw on-boarding processes and programs to successfully integrate new Vendors
- Completed regular inspections, addressed to General Manager to discuss future needs.
- Developed strategy to increase sales and drive profits.
- Developed and maintained courteous and effective working relationships
- Resolved problems, improved operations and provided exceptional service
- Contributed to a positive work environment with strong interpersonal skills and proactive teamwork attitude.
- Greeted guests in with friendliness and professionalism.
Guest Services Manager
Air Force Inns
09.2016 - 12.2021
- Reviewed upcoming events and planned for expected challenges.
- Maintained high employee satisfaction and performance with hands-on and collaborative style.
- Set and managed policies for concierge services and guest relations.
- Developed and implemented strategies to improve guest experiences and build loyalty.
Lead Guest Service Representative
Air Force Inns
07.2015 - 09.2019
- Implemented upselling techniques at the front desk, driving additional sales of room upgrades and services.
- Managed nightly cash reconciliation, maintaining accurate financial records and minimizing discrepancies.
- Enhanced guest satisfaction by promptly addressing concerns and providing personalized solutions.
- Trained new Guest Service Representatives on front desk procedures and customer service best practices.
- Maintained a clean and inviting reception area, reinforcing the hotel''s commitment to excellence in hospitality standards.
- Assisted in managing reservation system to optimize room occupancy rates and revenue generation.
Education
High School Diploma -
Edith Stein Hauptschule
Bitburg , Germany06.1993
Skills
- Self-motivated professional
- Business Administration
- Project Management
- Lead Generation
- Payment Collection
- Professional Relationships
- Strategic Vision
- Financial Management
- Office Organization
Accomplishments
- supported the Utah Exchange FY 2023 ,increase Sales , Income and the presence of the Exchange on our communities .
- Sales have grown from LY 2022, 494 K or 17.7 % ALY, 280K or 9.3 % AFP. Income is 31K or 2.9 % ALY 11K or 9.3 % AFP.
- opened 3 micro markets in the last 12 months , added 12 + food trucks and contracted new vendors
- opened 2 facilities inside the Exchange food court
- re-located Dunkin'Donuts to a centralized area help increasing sales and income for the Utah Exchange
- New contracts for our Army-Air Force Exchange are being actively developed.
Certification
- Services Business Management Academy
- Retail Management Academy
- AHLEI Guest Services Manager
- Project Management Professional (PMP) - Project Management Institute.
- Percpio
- Certified Management Accountant (CMA) - Institute of Management Accountants.
Timeline
Business Services Manager
Army & Air Force Exchange Services, AAFES
09.2022 - Current
Services OPS Assistant Promotion
Army&Air Force Exchange
12.2021 - 09.2022
Guest Services Manager
Air Force Inns
09.2016 - 12.2021
Lead Guest Service Representative
Air Force Inns
07.2015 - 09.2019
High School Diploma -
Edith Stein Hauptschule
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