Lilian A Owuor
Silver Spring,MD
Summary
Enthusiastic professional with expertise in anticipating professional needs and proactively identifying and resolving problems.Proven track record of providing exceptional customer service in fast-paced environments. Offering keen attention to detail and strong decision making skills to manage multiple, concurrent tasks. Self-motivated work ethic with ability to perform effectively in independent or team environments.
Overview
20
20
years of post-secondary education
25
25
years of professional experience
Work History
Catering Supervisor
Option Caterers
North Potomac, MD
09.2009 - Current
- Ensuring a pleasant experience for the client by being attentive and intuitive to their needs.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Created efficient work schedules for each team member to maintain deadlines and fully staff shifts.
- Provided supportive link between external customers and internal operations.
- Evaluated employee performance and coached and trained to improve weak areas.
- Developed training, task and process guidelines and communicated clear and concise directions to employees.
- Handled customer complaints, resolved issues and adjusted policies to meet changing needs.
- Adjusted job assignments and schedules to keep pace with dynamic events needs, factoring in processes, employee knowledge and customer demands.
Banquet Supervisor
Rocklands Barbeque and Catering Company
Alexandria, VA
05.2012 - Current
- Delegated tasks to staff members to maximize production under tight deadlines.
- Directed and managed all banquet functions during events.
- Provided exceptional service to guests by immediately addressing needs and requests.
- Oversaw timeliness and quality of food delivery at high-volume events.
- Liaised with venue management to monitor logistics and timelines.
- Interpreted instructions to schedule and set up events to client specifications.
- Liaised with catering department about event changes and implemented requested adjustments.
- Resolved challenging customer complaints to full satisfaction, promoting brand loyalty and maximizing repeat business.
Billing Specialist
Choice Hotels International
Silver Spring, MD
02.2008 - 12.2011
- Manage and process contractual changes for Relicensing, Assumptions and Renewals.
- Provide Domestic and International Billing to over 3000 properties.
- Handle escalated calls to the Billing & Receivables Hotline as well as the Billing Email Account.
- Responding to travel agent related inquiries.
- Periodic review of Sarbanes Oxley and compliance requirements.
- Monitor all “Special Fee Contracts”, requiring interpreting of contracts and manual billing adjustments.
- Periodical audit and review of contracts.
- Assist Manager with reporting and special projects as needed.
- Provide administrative support to billing manger
MD Customer Service Representative/Receptionist
Barwood Incorporated
Rockville, MD
06.2005 - 04.2006
- Provided primary customer support to internal and external customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responded to customer requests for products, services and company information.
- Assisted customers with setting appointments andspecial order requests
Education
Bachelor of Science - Hotel and Restaurant Management
United States International University
09.2001 - 06.2021
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Skills
Microsoft office Outlook, Word and Excel
Timeline
Banquet Supervisor
Rocklands Barbeque and Catering Company
05.2012 - Current
Catering Supervisor
Option Caterers
09.2009 - Current
Billing Specialist
Choice Hotels International
02.2008 - 12.2011
MD Customer Service Representative/Receptionist
Barwood Incorporated
06.2005 - 04.2006
Bachelor of Science - Hotel and Restaurant Management
United States International University
09.2001 - 06.2021
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