Serviced-focused General Manager delivering positive customer experiences to promote loyalty and repeat business. 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.
Hi, I’m
El-Khidr Mangum
General Manager
Santa Rosa,NM
Summary
Overview
13
years of professional experience
2
years of post-secondary education
2
Certifications
Work History
Comfort Inn City of Natural LakesSanta Rosa, Mexico
General Manager
12.2022 - 06.2023
Job overview
- Introduced new methods, practices, and systems to reduce turnaround time.
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
- Maximized operational excellence mentoring personnel on management principles, industry practices, and company procedures.
- Managed payroll, employee reviews, training, and schedules.
- Analyzed market trends and competitor activities to create competitive advantages.
- Formulated policies and procedures to streamline operations.
- Reduced operational risks while organizing data to forecast performance trends.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Mitigated business risks by working closely with staff members and assessing performance.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
Comfort Inn & SuitesAlbuquerque, Mexico
Front Desk Agent
03.2022 - 12.2022
Job overview
- Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment, and shopping activities.
- Collected room deposits, fees, and payments.
- Answered customer telephone calls promptly and appropriately handled needs.
- Used internal software to process reservations, check-ins and check-outs.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
- Issued room keys to guests upon check-in and answered questions regarding proper use.
Golden Rule Investment PropertiesNew Orleans, LA
Marketing Assistant
10.2018 - 01.2020
Job overview
- Located potential properties and maintained professional relationships with real estate vendors to ensure efficient renovations of upcoming properties for sale
- Contacted potential clients to set up home viewings
- Actively reevaluated marketing tools available to remain competitive.
EmpereonPhoenix, AZ
Direct TV Customer Service Representative
08.2015 - 07.2016
Job overview
- Processed claims, tracked tendencies and stayed observant to fraud taking place with incoming callers
- Also contacted customers through e-mail and chat as well as voice
- Worked with small groups that were struggling to improve call quality and scores.
LogistiCarePhoenix, AZ
Customer Service Representative
10.2013 - 07.2015
Job overview
- Worked diligently to resolve member concerns while ensuring requests are processed in an accurate and timely manner
- Given a structured protocol and scripts to document conversations in order to ensure consistency of scheduling, modifying, and canceling customer reservations.
Allied BartonPhoenix, AZ
Security Officer / Supervisor
03.2010 - 05.2013
Job overview
- Trained new employees on policy and procedures (HIPPI and PII information)
- Lead in routine patrols of properties and guards on post
- Report daily memos to security captain, property manager and maintenance staff if issues arise
- Receiving and returning calls from multiple phones, transferring to appropriate personal also distribution of courier deliveries
- De-escalation of situations and complaints from staff and tenants on properties to maintain their safety
- Held accountable for all equipment issued out and maintaining a visual of building on multiple monitors for property violations and emergency issues / situations.
Education
Gateway Community CollegePhoenix, AZ
Associate of Applied Science from Electroneurodiagnostics
05.2008 - 05.2009
University Overview
Kaizen Education Foundation Dba Maya High SchoolPhoenix, AZ
High School Diploma
08.2005 - 05.2006
University Overview
Skills
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Certification
[Choice Advantage] Training - Present
Timeline
General Manager
Comfort Inn City of Natural Lakes
12.2022 - 06.2023
[Choice Operations] Training - [Timeframe]
11-2022
[Choice Advantage] Training - Present
05-2022
Front Desk Agent
Comfort Inn & Suites
03.2022 - 12.2022
Marketing Assistant
Golden Rule Investment Properties
10.2018 - 01.2020
Direct TV Customer Service Representative
Empereon
08.2015 - 07.2016
Customer Service Representative
LogistiCare
10.2013 - 07.2015
Security Officer / Supervisor
Allied Barton
03.2010 - 05.2013
Gateway Community College
Associate of Applied Science from Electroneurodiagnostics
05.2008 - 05.2009
Kaizen Education Foundation Dba Maya High School
High School Diploma
08.2005 - 05.2006
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