Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Molly Evans

Huntsville,AL

Summary

Skilled Night Manager experienced in overseeing large teams. Versed in handling all areas of retail management including inventory merchandising, schedule development, documentation and training. Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance. Experienced and proactive Manager offering 21 years of progressive warehouse settings serving customer service needs. Talented in overseeing cost control, loss prevention and labor management initiatives to streamline and enhance operations. Decisive planner with good communication and problem-solving abilities. Personable and dedicated Customer Service Representative with extensive experience in Hotel industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Detailed Client Service Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued. Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience. Motivated high school student with a track record of academic excellence looking for part-time work. Intends to develop professional work experience utilizing excellent communication and time management skills.

Overview

21
21
years of professional experience

Work History

Night Manager

Motel 6 Hotel
Huntsville, AL
01.2015 - Current
  • Conducted routine inspections of front office and public areas, taking immediate actions to correct deficiencies.
  • Resolved customer service issues in a timely manner while preserving company standards of quality and professionalism.
  • Evaluated individual and team business performance and identified opportunities for improvement.
  • Implemented changes in policies or procedures when necessary to ensure smooth operation of the business.
  • Secured building and walked grounds, fostering health and safety of employees and guests.
  • Managed emergency situations such as fires, medical emergencies or criminal activity.
  • Oversaw general upkeep of public areas and restrooms.
  • Provided training for new night shift personnel on proper use of equipment and safety protocols.
  • Maintained and enforced procedures for security of monies, credit and financial transactions and guest security.
  • Ordered supplies as needed and monitored stock levels throughout the night shift.
  • Identified opportunities to improve efficiency of operations processes during the night shift.
  • Assisted with interviewing candidates for open positions within the organization.
  • Interviewed prospective employees and provided input to HR on hiring decisions.
  • Analyzed financial data to identify areas where cost savings could be achieved.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Scheduled cleaning and maintenance for rooms and equipment.
  • Investigated inventory discrepancies and took appropriate action when necessary.
  • Provided information services to guests regarding promotions, pricing, and reservations.
  • Proposed or approved modifications to project plans.
  • Adhered strictly to all applicable laws governing labor practices in accordance with local regulations.

Hotel Night Manager

Quality Inn Hotel
Huntsville, AL
02.2008 - 12.2014
  • Working closely with other departments to address guest issues quickly and effectively.
  • Maintaining accurate records of cash transactions in accordance with accounting policies and procedures.
  • Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
  • Transmitted and received messages using telephones or telephone switchboards.
  • Oversaw recruiting, interviews and new employee hiring.
  • Training new employees on operational processes related to front desk operations.
  • Overseeing staff duties, including assigning tasks, delegating responsibilities and providing guidance and support to ensure quality service delivery.
  • Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
  • Coached staff on strategies to enhance performance and improve customer relations.
  • Input and confirmed reservations for guests.
  • Verified customer credit to establish payment method for accommodations.
  • Updating computerized reservation system according to current availability of rooms.
  • Oversaw reservations received from direct calls and provided room availability information.
  • Solicited feedback through questionnaires to evaluate levels of guest satisfaction.
  • Responding promptly to customer complaints or inquiries regarding amenities, services and accommodations.

Manager

Renogade Tobacco
Huntsville, AL
12.2006 - 08.2008
  • Proposed or approved modifications to project plans.
  • Reviewed completed work to verify consistency, quality and conformance.
  • Organized special events such as conferences or training sessions for employees.
  • Established processes to ensure efficient workflow throughout the organization.
  • Organized team activities to build camaraderie and foster pleasant workplace culture.
  • Developed and implemented appropriate plans to resolve unfavorable trends and enhance sales.
  • Managed vendor relationships by negotiating contracts and ensuring timely delivery of goods and services.
  • Implemented new technologies to streamline operations, reduce costs, and improve customer service.
  • Collaborated with other departments to ensure timely completion of projects within budget constraints.
  • Maintained up-to-date records of employee attendance, payroll information, vacation requests.
  • Evaluated individual and team business performance and identified opportunities for improvement.
  • Understood and followed oral and written directions.
  • Leveraged [Software] skills to input and compile data gathered from various sources.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Answered [Number] calls per shift to assist with customer questions and concerns.
  • Modified existing software systems to enhance performance and add new features.

Cashier Manager

Exxon Mobil
Pickens, MS
11.2004 - 10.2006
  • Mediated conflicts between employees and facilitated effective resolutions to disputes.
  • Oversaw work of cashiers to identify strengths and weaknesses in customer service, payment processing or merchandising plans.
  • Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
  • Directed trash removal and sanitation procedures to keep aisles and register area organized.
  • Ensured compliance with all company policies, procedures and regulations regarding cash management.
  • Assisted in the development and implementation of store policies and procedures related to cash management activities.
  • Performed regular reconciliation of cash drawers to ensure accuracy of funds.
  • Conducted regular audits of register transactions to ensure accuracy of amounts recorded.
  • Performed merchandising and signage updates during weekly and seasonal promotional changes.
  • Adhered to all safety protocols to protect customers, employees and company assets from theft or damage.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Tracked company inventories, moved excess stock and arranged products to improve sales.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Provided guidance and assistance to new hires during the onboarding process.
  • Interviewed prospective employees and provided input to HR on hiring decisions.

Cashier Manager

Exxon
Corinth, MS
09.2002 - 10.2004
  • Mentored employees in management of complicated sales, complex issues and difficult customers.
  • Created and managed budgets for travel, training and teambuilding activities.
  • Built and maintained working relationships with peers and upper management.
  • Resolved customer complaints in a timely manner while maintaining excellent customer service standards.
  • Analyzed sales data to identify opportunities for improvement in store performance.
  • Scheduled staff shifts according to business needs ensuring adequate coverage at all times.
  • Evaluated current processes, identified areas for improvement and implemented solutions accordingly.
  • Developed strategies to increase customer satisfaction and improve operational efficiency.
  • Resolved customer problems by investigating issues, answering questions and building rapport.
  • Maintained accurate records of daily transactions, including deposits and withdrawals.
  • Produced thorough, accurate and timely reports of project activities.
  • Maintained communication with corporate office regarding store operations issues or concerns.
  • Connected with customers to provide assistance and collect feedback to optimize operations.
  • Monitored inventory levels to ensure adequate supplies were available for daily operations.

Education

High School Diploma -

JTHS Central
Joliet, IL
04-1996

Skills

  • Reservations Management
  • Bank Deposit Preparation
  • People Management
  • Guest Relations
  • Account Updating
  • Technical Support
  • Payment Processing
  • Customer Relationship Management
  • Complaint Resolution
  • Quality Assurance
  • Call Control
  • Customer Service
  • Data Entry
  • Sales Closing
  • Customer Support
  • Product Knowledge
  • Call Center Customer Service

Languages

English
Native/ Bilingual

Timeline

Night Manager

Motel 6 Hotel
01.2015 - Current

Hotel Night Manager

Quality Inn Hotel
02.2008 - 12.2014

Manager

Renogade Tobacco
12.2006 - 08.2008

Cashier Manager

Exxon Mobil
11.2004 - 10.2006

Cashier Manager

Exxon
09.2002 - 10.2004

High School Diploma -

JTHS Central

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Molly Evans