Christine Fernandez
CLEVELAND,Ohio
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
9
9
years of professional experience
1
1
Certification
Work History
General Manager
EXTENDED STAY AMERICA
11.2022 - 06.2023
- Developed and implemented strategies to increase sales and profitability
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems
- Developed and maintained relationships with customers and suppliers through account development
- Implemented operational strategies and effectively built customer and employee loyalty
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning
- Collaborated with cross-functional teams to develop innovative solutions
- Provided strategic oversight of marketing and promotional campaigns to keep campaigns aligned with overall goals and objectives
- Provided thoughtful guidance to personnel in navigating and resolving snags in productivity
- Analyzed market trends and competitor activities to create competitive advantages
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate
- Implemented innovative programs to increase employee loyalty and reduce turnover
Assistant General Manager
AGM, Four Points by Shearton
10.2020 - 12.2022
- Resolved problems promptly to elevate customer approval
- Managed team schedule with eye for coverage needs and individual strengths
- Mentored and motivated team members to achieve challenging business goals
- Oversaw inventory by ordering precise quantities of stock and executing corrective actions to drive profitability
- Maintained well-controlled business inventory with minimal losses by enforcing solid monitoring and management structures
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations
- Managed purchasing, sales, marketing and customer account operations efficiently
- Implemented business strategies, increasing revenue and effectively targeting new markets
Call Center Agent
Dial America Call Center
05.2017 - 06.2020
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Responded to customer calls and emails to answer questions about products and services.
- Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Maintained and encouraged customer loyalty through courteous and efficient resolution of disputes, complaints and discrepancies.
- Maintained and managed customer files and databases.
- Verified accurate responses to questions and inquiries by maintaining advanced product knowledge.
- Received multiple positive reviews acknowledging dedication to excellent customer service.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
STNA Assistant
Malachi House
01.2014 - 05.2016
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels
- Secured patient information and maintained patient confidentiality by completing and safeguarding all medical records
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives
- Reported unusual or urgent circumstances in patients' condition or environment immediately to nurse supervisor
- Monitored, tracked, and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery
- Cared for residents in assisted living facility and delivered high-quality support to meet needs
- Followed directions of licensed nurses to administer medications and treatments
Education
High school diploma -
Theodore Roosevelt High School
Bronx, NYSkills
- Verbal and written communication
- Budget development
- Effective leader
- Sales expertise
- Staff training/development
- Customer support
- Documentation and reporting
- Inbound phone calls
- Calm disposition
- Call center operations
- Performance improvement
- Logging call information
- Customer Relationship Management
Certification
CPR Certification
State Tested Nursing Assistant
CNA
Additional Information
- Willing to relocate: Anywhere, Authorized to work in the US for any employer
Languages
Spanish
Native or Bilingual
Timeline
General Manager
EXTENDED STAY AMERICA
11.2022 - 06.2023
Assistant General Manager
AGM, Four Points by Shearton
10.2020 - 12.2022
Call Center Agent
Dial America Call Center
05.2017 - 06.2020
STNA Assistant
Malachi House
01.2014 - 05.2016
High school diploma -
Theodore Roosevelt High School
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