Summary
Overview
Work History
Education
Skills
Timeline
Generic

Bobby Shook

Jacksonville,FL

Summary

General Manager with extensive experience at Best Western, recognized for improving customer satisfaction through effective communication and problem-solving. Proficient in budget management and team development, leading to enhanced operational efficiency and customer loyalty. Expertise in complaint resolution and data analysis, consistently meeting organizational objectives while promoting a positive workplace culture.

Overview

19
19
years of professional experience

Work History

Customer Service Representative

Best Western Mayport
12.2021 - 08.2025
  • Managed high-stress situations to maintain professionalism during conflict resolution.
  • Resolved customer complaints empathetically, fostering loyalty and promoting repeat business.
  • Handled escalated calls efficiently, achieving satisfactory outcomes for customers and organization.
  • Responded promptly to customer inquiries about products, services, and company information.

General Manager

Hotel Development Group
08.2017 - 11.2021
  • Executed budget implementations and employee reviews to enhance operational workflows.
  • Created a positive work environment leading to high employee satisfaction across diverse teams.
  • Increased sales and profitability through effective strategy development and execution.
  • Nurtured relationships with clients, vendors, and partners for sustained loyalty.
  • Monitored financial performance, budgeting, and expense control to ensure organizational stability.
  • Coached staff on industry best practices to improve overall efficiency.
  • Managed budget forecasting processes to align with organizational goals.
  • Developed policies aimed at streamlining operations for enhanced effectiveness.
  • Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
  • Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
  • Provided thoughtful guidance to personnel in navigating and resolving snags in productivity.
  • Drove the successful execution of numerous large-scale events/promotions while closely managing costs/budgetary constraints associated with event planning/management activities.
  • Drove revenue growth by identifying and penetrating new market segments with tailored marketing strategies.
  • Fostered culture of continuous improvement, introducing regular review sessions that boosted team performance and morale.
  • Cultivated strategic partnerships with industry leaders, enhancing brand credibility and access to new customer segments.
  • Oversaw successful launch of new product lines, coordinating between departments to ensure unified approach and timely delivery.
  • Accelerated digital transformation by overseeing adoption of cloud-based solutions, improving data accessibility and security.
  • Pioneered corporate social responsibility program, building community engagement and enhancing brand reputation.

General Manager of Operations

Best Western Orange Park
02.2007 - 08.2018
  • Elevated customer satisfaction through proactive communication and timely issue resolution.
  • Managed budgets, forecasts, and resource allocation to meet organizational objectives.
  • Cultivated a culture of continuous improvement by identifying operational enhancement opportunities.
  • Fostered high-performing teams via targeted coaching and performance management strategies.
  • Established standard operating procedures to enhance employee performance across departments.
  • Ensured compliance with industry regulations and company policies in all operations.
  • Optimized supply chain efficiency through vendor negotiations, inventory control measures, and streamlined logistics processes.
  • Reduced lead times through careful planning.
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
  • Championed change management initiatives to facilitate seamless transitions during organizational restructuring or process improvements.
  • Fostered strong relationships with external partners and stakeholders to support business objectives and expand market share.
  • Led cross-functional teams to achieve key performance indicators and drive positive results across the organization.
  • Increased employee retention rate by creating professional development programs.
  • Designed modern employee recognition program which boosted productivity and improved morale.
  • Enhanced customer satisfaction with proactive communication, timely issue resolution, and continuous process improvement initiatives.
  • Managed budgets, financial forecasts, and resource allocation to ensure achievement of organizational goals.

Education

General Studies

Jumpertown High School
Booneville, MS
05.1996

Skills

  • Active listening
  • Customer service
  • Critical thinking
  • Data entry
  • Client relations
  • Call center operations
  • Computer proficiency
  • Complaint resolution
  • Problem solving
  • Microsoft Excel
  • Payment processing
  • Microsoft Outlook
  • Professional phone etiquette
  • Scheduling and follow-up
  • Administrative paperwork
  • Appointment coordination
  • Team development
  • Task prioritization
  • Staff training and support
  • Clerical assistance
  • Live chat assistance
  • Technical support services
  • Dispute resolution strategies
  • Sales expertise
  • Product and service solutions
  • Multi-line phone operation
  • Sales proficiency
  • Account updates and management
  • POS systems expertise
  • Key holder responsibilities
  • Credit adjustments management
  • Lead generation strategies
  • Route management

Timeline

Customer Service Representative

Best Western Mayport
12.2021 - 08.2025

General Manager

Hotel Development Group
08.2017 - 11.2021

General Manager of Operations

Best Western Orange Park
02.2007 - 08.2018

General Studies

Jumpertown High School

Similar Profiles

  • Terri Zega

    Terri ZegaTerri Zega

    Customer Service Cashier at Navy Exchange MayportCustomer Service Cashier at Navy Exchange Mayport

  • Joshua Anken

    Joshua AnkenJoshua Anken

    Electronics Technician, Second Class, Supervisor at Naval Station MayportElectronics Technician, Second Class, Supervisor at Naval Station Mayport

  • Travis Elliott

    Travis ElliottTravis Elliott

    Volunteer at Mayport Naval StationVolunteer at Mayport Naval Station

  • DESADA DEDA

    DESADA DEDADESADA DEDA

    Nurse Extern at McLaren HospitalNurse Extern at McLaren Hospital

  • Luis Vila

    Luis VilaLuis Vila

    Pipefitter Foreman at Gary Rodgers PlumbingPipefitter Foreman at Gary Rodgers Plumbing

CREATE PROFILE