Michelle London
Brooklyn,NY
Summary
Dynamic and results-oriented professional with a passion for exceptional customer service and a proven track record of driving operational excellence. Seeking to leverage exceptional communication, organizational skills, and experience in managing teams to deliver outstanding customer experiences and operational success.
Overview
10
10
years of professional experience
Work History
Operations Manager
Hotel 57/Courtyard Upper East Side
2023.01 - Current
- Orchestrated and optimized daily operations of Front Office, Housekeeping, and Loss Prevention Departments, ensuring consistent service excellence.
- Developed and implemented Standard Operating Procedures (SOPs) for service delivery, enhancing operational efficiency and customer satisfaction.
- Spearheaded comprehensive oversight and enhancement of daily operations within Front Office, Housekeeping, and Loss Prevention Departments, consistently achieving and exceeding service excellence benchmarks.
- Continuously monitored guest feedback, online reviews, and guest satisfaction surveys, using insights to drive targeted improvements and enhance overall guest experience.
- Collaborated with revenue management teams to optimize room inventory, pricing strategies, and guest engagement initiatives,
Testing Coordination Manager
Safe Production Services
2021.10 - 2022.12
- Led team of 6+ nurses in organizing Covid-19 testing for crews of up to 400 individuals, adhering to union regulations and HIPAA standards
- Leveraged data analysis from reputable sources to allocate resources effectively, meeting production requirements
- Collaborated with production teams to align testing processes with project needs, ensuring seamless onboarding for new teams.
Pharmacy Experience Agent
Capsule Pharmacy
2020.04 - 2021.10
- Delivered exceptional customer experiences by handling diverse inbound communications across various channels, addressing inquiries and resolving issues
- Acted as liaison between customers and product teams, ensuring consumer interface issues were promptly addressed
- Partnered with cross-functional teams to enhance the customer journey, escalating issues and recommendations for improvement.
Night Auditor/Accounting Clerk
Nu Hotel/Duane Street Hotel
2018.11 - 2020.10
- Managed guest check-ins, check-outs, and reservations, optimizing efficiency and reducing check-in times
- Conducted daily audits, monitored guest ledgers, and executed financial transactions, minimizing profit loss
- Utilized technical platforms to streamline operational processes and enhance guest experience.
- Maintained accounting records utilizing in-house and client systems
- Assisted in budget preparation and forecasting to control expenditure and maximize profitability
Housekeeping Supervisor/Night Auditor
The Look Hotel
2017.02 - 2018.11
- Supervised team of 9 staff members, ensuring high-quality service and efficient operations
- Demonstrated expertise in handling guest services, generating reports, and overseeing cash management during overnight hours.
- Conducted regular room inspections to verify compliance with housekeeping standards
- Worked with front desk to respond promptly to all guest requests
- Completed schedules, shift reports, and other business documentation
Intervention Specialist
Harlem Children’s Zone
2013.09 - 2014.10
- Provided personalized literacy support to elementary students, contributing to improved test scores
- Created engaging educational materials and maintained administrative records.
Education
Bachelor of Arts - Psychology
Marymount Manhattan College
New York, NY05.2013
Skills
- Outstanding Customer Service
- Strong Analytical and Organizational Abilities
- Exceptional Interpersonal Skills
- Detailed Oriented
- Excellent Written Communication
- Ability to Multitask and Prioritize
- Technical Skills:
- Google Suite, Microsoft Office: Excel, PowerPoint, Word, and various
Additional Information
- Honors & Activities: , Psi Chi Psychology Honor Society | 2012 - Current
Timeline
Operations Manager
Hotel 57/Courtyard Upper East Side
2023.01 - Current
Testing Coordination Manager
Safe Production Services
2021.10 - 2022.12
Pharmacy Experience Agent
Capsule Pharmacy
2020.04 - 2021.10
Night Auditor/Accounting Clerk
Nu Hotel/Duane Street Hotel
2018.11 - 2020.10
Housekeeping Supervisor/Night Auditor
The Look Hotel
2017.02 - 2018.11
Intervention Specialist
Harlem Children’s Zone
2013.09 - 2014.10
Bachelor of Arts - Psychology
Marymount Manhattan College
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