EUGENE SULLIVAN
Atlanta,GA
Summary
Results-focused customer service professional with strengths in mediation, management and problem solving. Organized, detail oriented, and a great multi-tasker. Looking to utilize my skills and years of experience in brand sales, customer service, hospitality, and management.
Overview
35
35
years of professional experience
Work History
Client Relationship Manager
SHOWHOMES OF ATLANTA
Atlanta, GA
06.2011 - Current
- Interviewed home managers to determine current budget, expenses, insurance coverage and property details.
- Recommended strategies to assist real estate agents and home managers in achieving home staging goals and objectives.
- Maintained home manager and agent databases and updated databases periodically.
- Resolved issues for home managers, real estate agents and provided objective support.
- Suggested effective ways through decor and placement of furniture could that promote more viewings increasing sales revenue.
- Exuded professional expertise and resourcefulness to gain trust and confidence of real estate agents, investors, lending institutions, home mangers and home owners.
- Articulated the value of time, cleanliness, presentation and team work.
- Worked successfully with a diverse group of clients, home managers and real estate agents to accomplish goals and address issues related to our services.
Client Relationship Manager
DOTTIE LOU'S
Atlanta, GA
01.2011 - Current
- Established new and maintained existing client relationships by cultivating open and positive dialogue, delivering high-quality events and following up after sales close.
- Cultivated strong professional relationships with suppliers and key clients to drive long-term business development.
- Received, responded to and resolved customer issues or complaints quickly, resulting in increased client satisfaction.
- Met with clients at the venue(s) to develop plans which address clients wishes and needs.
- Addressed inquiries from clients and department team members.
- Determined up-selling opportunities and provided catering team with insight to facilitate the execution of our tasks and goals.
- Coordinated timelines with event logistics, vendors, setup and overall execution.
- Contacted existing customers via phone and email to explore connections, offer services and cement relationships.
Customer Support Manager
NUROL CORPORATION
Atlanta, GA
01.2013 - 09.2013
- Performed needs analysis and presented options based on business needs, and customer requests.
- Maximized customer satisfaction by handling customer emails and telephone interactions regarding their POS system.
- Educated clients on special pricing opportunities and company offerings.
- Educated and assisted the clientele with configuring the POS system to up-sell additional menu items including beverages, specials, desserts and merchandise.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Explained benefits, features and recommendations of the POS system to maximize client retention.
- Relayed customer feedback to cross-functional teams to improve products and services.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Guest Services Supervisor
BOBBY FLAY RESTAURANTS
New York, NY
01.2006 - 12.2012
- Created and managed effective strategies for optimizing guest experiences and promoting loyalty.
- Checked schedule of events to complete pre-planning and prevent issues.
- Oversaw special arrivals and departures, including hosted celebrities and special personalities.
- Assisted guests with private events, alcohol awareness, menu updates, and special requests.
- Responded to and resolved guest issues or complaints.
- Coordinated with wait staff on time schedule for each course and any special requests.
- Managed all vendors and logistics.
Guest Relations Manager
BR Guest Hospitality
East New York, NY
01.1995 - 01.2006
- Managed special requests for customers regarding restaurant reservations, car services and VIP clientele.
- Analyzed customer feedback to provide strategic direction to continuously improve overall rating.
- Trained and mentored specialists in application of soft skills, guest recovery strategies and performance optimization techniques.
- Worked with the event planning department to resolve guest issues and coordinate compensation.
- Identified and evaluated problems with events to locate root causes of concerns and develop strategies for tackling, overcoming and leveraging obstacles.
- Capitalized on opportunities to enhance customer experiences and bring in repeat business.
Provider Relations Specialist
Cigna Healthcare
Atlanta, GA
01.1990 - 12.1994
- Maintained professional relationships with healthcare providers.
- Investigated concerns such as billing and claims questions on behalf of providers.
- Handled more than 100 calls each day with consistent high satisfaction ratings from callers.
- Cold called and networked to obtain new providers while maintaining contact with existing accounts.
- Cultivated strong relationships to maintain provider network knowledge and implement corrective actions for ongoing issues.
- Eliminated contractual risks by instructing providers and coordinating educational material distribution.
- Stayed current on available policies and plans.
Education
Some College (No Degree) - Marketing
Georgia State University
Atlanta, GASkills
- Proficient in MS Office
- Verbal communication
- Project management
- Customer support
- Bilingual English/Spanish
- Problem resolution
- Problem solving abilities
- High energy attitude
- Customer service
- Special events planning
- Relationship building
- Sales
- Trainer
- Workflow management
- Teamwork
- POS system operation
- People skills
- Active listening
- Active listening
Timeline
Customer Support Manager
NUROL CORPORATION
01.2013 - 09.2013
Client Relationship Manager
SHOWHOMES OF ATLANTA
06.2011 - Current
Client Relationship Manager
DOTTIE LOU'S
01.2011 - Current
Guest Services Supervisor
BOBBY FLAY RESTAURANTS
01.2006 - 12.2012
Guest Relations Manager
BR Guest Hospitality
01.1995 - 01.2006
Provider Relations Specialist
Cigna Healthcare
01.1990 - 12.1994
Some College (No Degree) - Marketing
Georgia State University
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