MATTHEW PENA
Austin,TX
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
11
11
years of professional experience
Work History
Business Operations Manager
Travel & Leisure
04.2017 - 02.2025
- Managed the administrative staff and all administrative duties (Contracts, Tour Reception, Gifting and Accounting) of 4 properties (5 BU's)
- Reviewed company's strategic plans and developed departmental goals and standards to support vision.
- Implemented escalation procedures to effectively handle time-sensitive issues.
- Trained new hires, providing information, and insight into corporate policies and procedures.
- Worked in tandem with peers to better understand their business needs and initiate improvements, helping company achieve goals.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Monitored and tracked project execution of tasks.
- Reduced budgetary expenditures by effectively finding alternatives that were more cost effective.
Assistant Marketing Manager/Receptionist
Callaghan Road Animal Hospital
04.2016 - 04.2017
- Maintained a clean reception area, including lounge and associated areas
- Received customer payments
- Earned management trust by serving as key holder, responsibly opening and closing store
- Implemented marketing strategies which resulted in 10% growth of customer base
- Politely assisted customers in person and via telephone
- Targeted both offline and online consumers by designing a multi-pronged and comprehensive marketing strategy
- Created effective messaging using language, graphics and marketing collateral
- Increased website traffic by an average of 15% each month using cutting-edge inbound marketing techniques
Concierge
Hyatt
08.2014 - 03.2016
- Greeted and welcomed all hotel guests with a smile
- Delivered messages, mail and packages left for guests and hotel facilities in a timely manner
- Made and confirmed reservations
- Answered department telephone calls within 3 rings, using correct salutations and telephone etiquette
- Promoted the hotel brand through creating a website
- Recommended top dining and entertainment options for guests in the San Antonio area
- Greeted and registered guests and issued keys
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals
Shift Manager
Photogenic Inc.
06.2014 - 08.2014
- Cross-trained and backed up other customer service managers
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals
- Managed work flow to exceed quality service goals
- Answered questions regarding the store and its merchandise
- Greeted customers and ascertained customers' needs
- Stocked shelves and supplies and organized displays
- Trained and served as a peer coach for new sales associates
- Tracked inventory of all photo lab products and equipment
- Photographed high-quality images for both print and Internet distribution
- Responded to customer questions and requests in a prompt and efficient manner
Education
High School Diploma -
BRACKENRIDGE HIGH SCHOOL
San Antonio, TX06.2014
Skills
- Skilled in Client Relations
- Analytical Problem Solver
- Training Program Development
- Budgeting and forecasting
- Financial data decision-making
- Strong analytical thinking
- Project management
- Microsoft office proficient
- Staff management
- Recruiting and interviewing
- Partnership development
Timeline
Business Operations Manager
Travel & Leisure
04.2017 - 02.2025
Assistant Marketing Manager/Receptionist
Callaghan Road Animal Hospital
04.2016 - 04.2017
Concierge
Hyatt
08.2014 - 03.2016
Shift Manager
Photogenic Inc.
06.2014 - 08.2014
High School Diploma -
BRACKENRIDGE HIGH SCHOOL
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