Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Christian Pollas

Denver,CO

Summary

Accomplished Leader with over 10 years of Operations, Customer Service, and Project Management experience. Work history includes leading a workforce of more than 100 direct reports. Committed to creating a culture conducive to business growth and improvement that has delivered top-ranked performances for Fortune 500 companies. Known for a motivational management style and reputation for building and retaining high-performing teams. Diligent customer service professional successful at satisfying different types of customers with creative and knowledgeable solutions. Leads teams of customer service-focused professionals by example to improve customer ratings, reduce complaints and increase business.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Airport Customer Experience - Program Coordinator

City And County Of Denver - Human Services
06.2023 - Current
  • · Being mobile within concourses using tablet and cell to process reports, while creating relationships with DENs operations team members
  • · Utilize customer voice data, social media, and reporting to resolve issues within DEN's customer-facing areas
  • · Serve as project manager for key initiatives impacting customer experience and successfully coordinate project management from ideation to production to installation
  • · Work closely with internal stakeholders to scope and develop solutions for customer experience improvement opportunities
  • · Work closely with DEN’s forecasting and planning team to review anticipated passenger metrics on monthly, weekly, and daily basis to create daily playlists and anticipate potential issues before any occurrence
  • · Monitor performance of submitted tickets to evaluate time frame of completion that would identify problem areas and service gaps of passenger-facing facilities and coordinate response to address identified problem areas
  • · Prepare and communicate project updates with both internal and external stakeholders to remain knowledgeable of changes or updates to concourses
  • · Create weekly summary reports of areas identified and actions taken to address problem areas

Office Manager

Alliance Building Services
02.2011 - 02.2024
  • · Achieved maximum profitability for budget revenue and expenses; Implemented room rate changes, monitored occupancy rates, and forecasted 304 rooms
  • · Managed and monitored activities for Front Office, ensuring employees adhered to Standards of Excellence guidelines, employee handbook, and hotel procedures; Coach and trained to optimal customer satisfaction and quality
  • · Prepared schedules and Payroll for Front Office, Bellmen, and Doormen
  • · Worked closely with Housekeeping Department to improve guest services and foster cross-departmental communication
  • · Held monthly staff meetings to reinforce Standards of Excellence and promote strong team atmosphere and culture
  • · Conducted lobby and hotel inspections for quality standards
  • · Implemented seamless operation among departments for more efficient result.
  • · Implemented staff training programs, improving employee performance and team cohesion.
  • · Collaborated with housekeeping and maintenance departments to ensure timely room availability and optimal guest experience.
  • · Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
  • · Analyzed performance metrics to identify areas of improvement in front office operations, implementing changes for better efficiency.
  • · Implemented pre-arrival preparations such as assigning rooms based on specific requirements leading to seamless arrival experiences.
  • · Updated guests’ profiles systematically incorporating preferences and feedback for providing personalized experiences during future visits.
  • · Monitored customer service trends and provided insights to management team for further improvement.
  • · Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • · Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.

Operations Manager

Clear
02.2023 - 06.2023
  • · Responsibilities include TSA and regulatory agency coordination to improve customer satisfaction
  • · Support open and exciting work environment that motivates all team members, fostering creativity, innovation, and advancement
  • · Responsible to train team's complete comprehension and unwavering adherence to operational/security procedures, laws, regulations and company directives in order to effectively execute CLEAR's commitment to security, manage risk, fulfill operational and compliance requirement
  • · Monitor controllable expenses to ensure financial targets are met or exceeded through airport sales program through consistent sales coaching, contests, and recognition
  • · Observe operations, monitor reports and conduct audits to ensure all activities are in accordance with policies and procedures, regulatory, legal and ethical requirements, escalating issues to senior/executive management as necessary
  • · Most (70%) time spent on floor focusing on leading, coaching, mentoring and developing team to ensure CLEAR's enrollment and verification operations are conducted with highest levels of security and integrity
  • · Represent CLEAR throughout airport, TSA, and airline community - Lead by example demonstrating self-confidence, energy, and enthusiasm by making sure that team has capabilities to meet expectations.

Business Development Manager

Xclusive Staffing
05.2022 - 12.2022
  • · Ensure client contracts, addendums, and proposals are maintained and in compliance
  • · Maintained/developed relationships for new and existing account acquisition
  • · Analytics and market research used in contract negotiations/developed sales quotes to present contract proposals
  • · Closely monitor accounts to ensure quality and consistency by maintaining frequent client contact, maintaining market funnels, tracking client cycle of contract renewal, position/bill/pay rate additions, and updates
  • · Financially responsible for company profit margins within assigned region through revenue achievement and expense control
  • · Generated reports in CRM regarding pay rate, revenue, margin, and other financial reports
  • · Training and onboarding of new Business Development Managers / 75% travel
  • · Negotiated 15 new contracts within assigned region.
  • · Increased client base by identifying new business opportunities and cultivating strong relationships with key decision makers.
  • · Negotiated lucrative contracts with suppliers and vendors, securing favorable pricing and terms for company.
  • · Consistently met or exceeded monthly quotas through diligent prospecting efforts, relentless follow-up activities, and expert negotiation skills.
  • · Negotiated and closed long-term agreements with new clients in assigned territory.

Operations Manager/Assistant General Manager

Marriott, Twelve Autograph Collection
08.2020 - 04.2022
  • · Obtains maximum efficiency in directing and coordinating all hotel activities and daily operations for resident side, front desk, housekeeping, valet, and engineering
  • · Improved customer service ratings by 15% through implementation of training programs for desk agents
  • · Systematic plan creation for valet with increased revenue by 75%
  • · Reduced expenses from GXP Platform by 20% by establishing tracking processes and procedures
  • · Balanced nightly audits to load into M3/Resolve ledger discrepancies
  • · Manage staffing to stay within budget, ensure accountability, compose employee schedules, input, and approve payroll, and establish proper dress code
  • · Managed HR functions of hotels controlling turnover, motivating employees/focusing on employee development
  • · Lead by example demonstrating self-confidence, energy, and enthusiasm by making sure that team has capabilities to meet expectations.
  • · Managed budgets and financial reporting, ensuring fiscal responsibility and profitability.
  • · Hired trained and developed high-performing teams that positively impacted company results.
  • · Led cross-functional teams to achieve project goals on time and within budget constraints.
  • · Increased employee engagement by fostering positive work environment through open communication channels and regular performance feedback.
  • · Conducted regular performance reviews, setting achievable targets for employees'' professional development while ensuring accountability towards individual goals.

CXA- Sales

CarMax
08.2020 - 04.2021
  • · Worked with different departments and teams to help resolve customer questions/issues and help to influence and educate customers on their account
  • · Worked with customers to ensure their car buying experience has been excellent one and keep CarMax as company of choice for car buying
  • · Educated customers regarding their account, finance charges accrual, late fees, credit reporting, payment options and account management options all while notating accounts in inter-company systems to document all interactions
  • · Worked with other departments/personnel when necessary to resolve customer concerns within guidelines of company policies and applicable laws
  • · Dealt with complex customer issues to accepting payments, balance needs of customers with meeting metrics and expectations
  • · Collaborated with different departments to effectively resolve customer issues, while helping CarMax Auto Finance to meet their bottom line
  • · Provided exceptional customer service by guiding customers every step of way, from sale, facilitating appraisal to test drives and arranging financing applications being transparent every interaction
  • · Performed cosmetic inspections and ensure that all vehicles meet CarMax Quality Standards
  • · Worked as a team to meet goals and handle wide range of customer interactions to make sure everything goes smoothly, ability to quickly build rapport with people and understand their needs
  • · Created win-win solutions to Customer issues to get work done well, on time and follow right process in high energy, fast-paced working environment.
  • · Enhanced customer satisfaction by efficiently addressing and resolving inquiries in timely manner.
  • · Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
  • · Collaborated with team members to share best practices and improve overall team performance in meeting targets.
  • · Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
  • · Offered comprehensive product knowledge to customers, empowering them to make informed decisions about their purchases or subscriptions.
  • · Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
  • · Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.

Operations Manager

Park MGM Resort & Casino
04.2019 - 08.2020
  • · Perform daily operations within housekeeping department for 2,992 plus hotel rooms; Inspect and document rooms to ensure are correctly maintained and consistent with company standards
  • · Adequately trained employees for OSHA, Fire and Safety, BIOHAZARD regulations, department policies, practices, and procedures are consistent with Collecting Bargaining Agreement
  • · Provide supervision, training, and coordinating all functions of housekeeping personnel; Confers with staff members to resolve performance, equipment, and personnel matters, including discussing company policies; Tracking Medallia for any issues and disputes
  • · Responsible for strategic planning of daily operations of hotel by managing Lobby, Guest Service Teams, Valet, and Housekeeping
  • · Establish and maintain elevated level of Quality Control programs; Implement operational standards and procedures for areas supervised while remaining compliant with policies, legal requirements, and Union Collective Bargaining Agreements
  • · Conduct formal performance evaluations, also provided feedback and recognition to ensure standards are maintained
  • · Monitors department expenses and staff productivity, and daily operations to produce both short and long-term profitability
  • · Lead by example demonstrating self-confidence, energy and enthusiasm by making sure that the team has the capabilities to meet expectations
  • · Collaborated with Sales Team, Front Office, Valet, Security, Housekeeping, and Casino for large venues.
  • · Improved operational efficiency by streamlining processes and implementing cost-saving measures.
  • · Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
  • · Reduced turnaround time for project completion through effective resource allocation and team management.
  • · Achieved higher employee retention rates by fostering positive work environment and providing opportunities for professional growth.
  • · Collaborated with cross-functional teams to develop innovative solutions for complex business challenges.
  • · Identified and resolved unauthorized, unsafe, or ineffective practices.
  • · Trained new employees on proper protocols and customer service standards.
  • · Interacted well with customers to build connections and nurture relationships.

Front Office Director

TRYP Hotel
02.2016 - 11.2017
  • · Directed and administered all Front Office Operations to ensure profitability; Controlled costs and quality standards; Addressed issues regarding credit card and money handling; Achieved budget revenue and expense to maximize profitability; Audited reservations and informed all Front Office staff of daily activities, group, VIP arrivals as well as special requests and repeat guests for two hundred rooms
  • · Presented more efficient method for Front Office, Sales, and Housekeeping to work on portfolios
  • · Scheduled and prepared payroll for all employees in Front Office Department; Implemented room rate changes, monitored occupancy rates, and forecasting
  • · Worked closely with Housekeeping, Revenue Manager, and Director of Sales departments to improve guest services and foster cross-departmental communication
  • · Interviewed, trained, supervised, and evaluated staff on performance
  • · Evaluated Trip Advisor scores and created plans to address problem areas.
  • · Enhanced guest experience through exceptional communication and critical thinking skills
  • · Increased guest satisfaction scores with initiative-taking approach to addressing concerns and resolving issues promptly.
  • · Implemented effective staff scheduling strategies for optimal coverage during peak periods.
  • · Collaborated closely with other department heads to ensure seamless coordination of guest services across all areas of hotel.
  • · Optimized room inventory management, ensuring maximum occupancy while minimizing overbooking situations.
  • · Improved internal communication channels by introducing regular meetings between front office staff members at all levels of seniority.
  • · Developed front-office programs that boosted morale encouraging feedback and input from all team members to drive the team to deliver exceptional service and cost control.

Front Office Manager

Hilton, Melville Long Island
02.2014 - 02.2016
  • · Achieved maximum profitability for budget revenue and expenses; Implemented room rate changes, monitored occupancy rates, and forecasted 304 rooms
  • · Managed and monitored activities for Front Office, ensuring employees adhered to Standards of Excellence guidelines, employee handbook, and hotel procedures; Coach and trained to optimal customer satisfaction and quality
  • · Prepared schedules and Payroll for Front Office, Bellmen, and Doormen
  • · Worked closely with Housekeeping Department to improve guest services and foster cross-departmental communication
  • · Held monthly staff meetings to reinforce Standards of Excellence and promote strong team atmosphere and culture
  • · Conducted lobby and hotel inspections for quality standards
  • · Implemented seamless operation among departments for more efficient result.
  • · Implemented staff training programs, improving employee performance and team cohesion.
  • · Collaborated with housekeeping and maintenance departments to ensure timely room availability and optimal guest experience.
  • · Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
  • · Analyzed performance metrics to identify areas of improvement in front office operations, implementing changes for better efficiency.
  • · Implemented pre-arrival preparations such as assigning rooms based on specific requirements leading to seamless arrival experiences.
  • · Updated guests’ profiles systematically incorporating preferences and feedback for providing personalized experiences during future visits.
  • · Monitored customer service trends and provided insights to management team for further improvement.
  • · Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • · Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.

Office Manager

Alliance Building Services
02.2011 - 02.2014
  • · Oversee smooth operation of open-office environment in three locations serving more than 100 staff personnel and many visitors
  • · Manage purchasing, maintenance of office equipment, office supplies, kitchen, printing, HVAC, telephones, office cleaning, vehicle log, registration/inspection renewals, and any capital improvements for New York Office, Long Island City, and Jersey City facility
  • · Responsible for execution of special events in New York office as well as coordinate and manage vendor relationship
  • · Responsible for invoices and reconcile any billing issues with vendors
  • · Oversee all mailroom functions, office supply procurement, and general maintenance of office facilities
  • · Ensure requests made to Office Services team are responded to and resolved or escalated in a timely, cost-effective manner
  • · Build and maintain strong working relationships with internal and external contacts
  • · Plan, direct and coordinate maintenance of company vehicles, in addition to approving invoices incurred by personnel usage
  • · Oversee coordination with IT department to meet the needs of the office.
  • · Coordinated office events and meetings, ensuring timely execution and optimal scheduling for all participants.
  • · Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
  • · Communicates areas that need attention to staff and follows up to ensure understanding

Education

Bachelor of Science - Business Administration And Management

Western Governors University
Salt Lake City, UT
12.2024

Skills

  • Leadership
  • Project Management
  • Business Development
  • Customer Service
  • Process Improvement
  • CRM/Salesforce
  • TSA/Regulatory
  • Conflict Resolution
  • Cross-Functional Collaboration
  • Active Listening
  • Adaptability
  • Written Communication
  • Attention to Detail
  • Regulatory Compliance
  • Data Entry
  • Interpersonal Communication
  • Flexible and Adaptable
  • Analytical Thinking
  • Problem-Solving
  • Social Perceptiveness
  • Excellent Communication

Certification

· ICS-100 -Emergency Management Institute - Introduction to Incident Command

· ICS-200- Emergency Management Institute - Basic Incident Command System for Initial Response

Languages

English
Native or Bilingual
French
Full Professional

Timeline

Airport Customer Experience - Program Coordinator

City And County Of Denver - Human Services
06.2023 - Current

Operations Manager

Clear
02.2023 - 06.2023

Business Development Manager

Xclusive Staffing
05.2022 - 12.2022

Operations Manager/Assistant General Manager

Marriott, Twelve Autograph Collection
08.2020 - 04.2022

CXA- Sales

CarMax
08.2020 - 04.2021

Operations Manager

Park MGM Resort & Casino
04.2019 - 08.2020

Front Office Director

TRYP Hotel
02.2016 - 11.2017

Front Office Manager

Hilton, Melville Long Island
02.2014 - 02.2016

Office Manager

Alliance Building Services
02.2011 - 02.2024

Office Manager

Alliance Building Services
02.2011 - 02.2014

Bachelor of Science - Business Administration And Management

Western Governors University

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Christian Pollas