Ramona Gantz
Las Vegas,NV
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities. Enthusiastic client services professional with strong background directly interfacing with industry customers. Well-versed in products, services and consumer trends. Dependable achiever committed to holding highest ethical standards and maintaining customer trust. Reputable customer service professional brings strong phone speaking skills paired with in-depth knowledge of CRM systems. Offers vast experience connecting customers with products and services. Punctual and responsible individual polished in navigating multiple computer systems and applications. Personable and dedicated Customer Service Representative with extensive customer service experience. 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.
Overview
15
15
years of professional experience
Work History
Co-Pastor
Kingdom Life Ministries
Las Vegas, NV
04.2010 - Current
- Visited, counseled and prayed with church members to provide pastoral care.
- Preached and ministered to members and congregation through multiple avenues of communication.
- Conducted special services like baptisms, weddings and funerals.
- Carried out church mission by planning and leading worship services, writing sermons and working with church leaders.
- Managed all aspects of ministry.
- Worked with church leaders, staff and ministry teams to achieve growth of church and to foster positive community impact.
- Reached out to unchurched, new residents or inactive church members.
- Demonstrated effective leadership to church, including managing daily operations, developing and administering annual budget and promoting compassionate pastoral care to members and public.
- Collaborated with staff and volunteers to administer pastoral care in times of celebration and grief.
- Spearheaded community outreach programs.
- Liaised with church staff and ministry discuss church growth objectives.
- Guided staff and volunteers in administering education, youth, social action, fellowship and pastoral care ministry programs.
- Led outreach initiatives to reach out to unchurched, inactive or new residents in community.
- Optimized church committee functions clarifying goals and delegating tasks.
- Led community outreach by supporting and expanding mission initiatives.
- Instructed and guided individuals converting to new faith.
- Met with individuals in hospitals and prisons, offering comfort and support.
- Administered communion, baptisms and other religious rites.
- Oversaw building management, supplies orders and facility repairs.
- Studied and interpreted religious laws, doctrines and traditions.
- Planned special ceremonies, services and events in coordination with families and individuals.
- Referred families and individuals to community support services, psychologists or doctors for necessary care.
- Improved operations and functions of church committees by clarifying objectives and empowering other committee members to take responsibility.
- Participated in fundraising to support congregational activities.
- Devised and implemented congregational membership expansion tactics.
- Drafted articles and delivered speeches to share information about religious issues.
- Engaged in interfaith, community and recreational activities for religious programs.
Head of Women's Department
Kingdom Life Ministries
Las Vegas, NV
04.2010 - Current
- Guided instruction by mentoring teachers to improve leadership and teaching effectiveness.
- Partnered with teaching staff to develop and improve curriculum offerings for students.
- Developed lesson plans in accordance with curricula and core church beliefs.
- Recruited, hired and trained primary and supplemental teaching staff.
- Created congregational awareness to encourage religious education program participation.
- Determined allocations of funds for classroom supplies and materials, authorizing purchases.
- Conducted conferences dealing with interpret religious ideas or convictions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Understood and followed oral and written directions.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Demonstrated leadership by making improvements to work processes and helping to train others.
- Identified needs of customers promptly and efficiently.
- Planned and completed group projects, working smoothly with others.
- Maintained updated knowledge through continuing education and advanced training.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
Accountant
Kingdom Life Ministries
Las Vegas, NV
04.2010 - 05.2023
- Calculated and prepared checks for utilities, taxes and other payments.
- Monitored balance sheets and income statements to evaluate financial performance.
- Verified documented and requested disbursements to facilitate payments.
- Examined financial statements and income statements to review company's financial performance.
- Analyzed monthly department budgeting and accounting reports to maintain expenditure controls.
- Reviewed financial information detailing assets, liabilities and capital and prepared balance sheets and profit and loss statements.
- Tracked employee payroll processes to verify timely reporting and avoid late fees.
- Applied mathematical skills to calculate totals, check figures, and correct problems with physical and digital files.
- Developed and documented business processes and accounting policies to maintain and strengthen internal controls.
- Analyzed revenue and expenditure trends and recommended appropriate budget levels to business operations leaders.
- Summarized and interpreted current and projected company financial position for other managers.
Lodging Superintendent
United States Air Force, USAF
Las Vegas, NV, NV
01.2013 - 07.2014
- Assisted managerial staff with administrative tasks, including filing paperwork to keep workflows running smoothly.
- Gave cohesive directions to guests to easily find attractions, restaurants and restrooms.
- Conducted analysis to address [issue] which led to [positive outcome].
- Ensured that guest complaints were handled in the most effective manner possible and that complimentary services were offered for hardship cases.
- Booked large groups of people for weddings, seminars, conferences and other events and offered the best available room rates.
- Provided end-of-month audits of the resort to upper management as required. Supervised daily operations of brand new, [Number]-room hotel with staff of [Number] employees.
- Managed team of four front desk agents, supervising personnel in issue resolution and [Type] process.
- Assisted guests at check-in, providing information on various services within the hotel.
- Monitored multiple databases to keep track of all company inventory.
- Planned and executed [project]. Successfully led key projects which resulted in [positive outcome]. Hired and mentored all new employees while also demonstrating the best methods for servicing clients and guests.
Dining Hall Manager
United States Air Force, USAF
Las Vegas, NV
01.2012 - 01.2013
- Led an appropriated fund food service operation producing 350K meals per year and earned income of $700K+
- Developed and maintained long-range facility upgrades/5-year equipment replacement and executed a $140K annual budget
- Conducted sanitation & safety training inspections and ensured AFI compliance with Quality Assurance surveillance plan
- Validated requisition purchase receipts, transfers, inventory reports & reviewed all subsistence request orders.
- Validated 5-year facility and equipment plans/requirements. Identified $1.2M in new rqmtsset the stage for future efficiencies
- Managed busiest food ops in ACC; supported five wings, USAFWC and Creech AFBsecured 350K+ meals per year
- Directly supervised 49 Airmen and supported deployed families; fed 350K Airmen and 720 family members
- Executed 6 holiday meals, quarterly birthday meals and summer cookout - Led one of Air Combat Command's busiest dining facilities; $1.1M inventory/$700K income
NCOIC, US Forces-Afghanistan/Joint Visitors Bureau
United States Air Force, USAF
Las Vegas, NV
06.2011 - 05.2012
- Processed Aircraft/Personnel Clearance Requests including General Officers and Distinguished Visitors into Afghanistan
- Maintained Joint Visitor Bureau Daily Status Report, Unit Recall Roster and Phone Watch List for 14 member Joint Visitor Headquarters
- SIPR Sharepoint Site Manager. Developed 3 Distinguished Visitor tracking reports each week for USFOR-A and USCENTCOM
- Managed Headquarters International Security Assistance Forces Distinguished Visitors Quarters unit with 70 bed spaces, 19 DVQ rooms, business center and supervised 2 Afghan local national employees.
- Afghanistan APACS administrator. Processed 15K clearances, tracked & moved 20K+ DV visits across Area of Responsibility
- Managed and supervised $150K+ upgraded to DVQ and procured new secure communications capabilities to support Distinguished visitors
- Procured new linens, plants and landscaping items from Local Nationals; enhanced DVQ atmosphere and saved Air Force 5K
- Streamlined JVB DVQ lodging database; accommodated 500+ visitors/2K+ bed nights; mission ready
- Directed 100 baggage details; greeted/escorted 200+ DVs including COMISAF
NCOIC, Protocol
United States Air Force, USAF
Las Vegas, NV
06.2009 - 06.2011
- Planned, coordinated, & executed distinguished visitor (DV) & special events programs at Nellis & Creech AFBs
- Provided logistical support to 7,200+ DVs annually, including lodging, transportation, dinners, & ceremonies
- Provided policy guidance & expert protocol advice to the commander, the HQ staff, 3 wings and 52 tenant units
- Represented Protocol Office at Nellis AFB staff meetings/other official venues on behalf of Chief of Protocol
- Managed $3K ORF inventory/740 items w/zero discrepancies; overhauled accounting/Protocol now AFI compliant
- Superb oversight of DV lodging; 154/358 total nights including VCSAF, COMACC x2, AF/A3all flawless
- Precise professional support of USAFWC/CCs promotion to Lt Gen & focused attention to detail for USAFWC Change of Command Ceremony
- Facilitated 7K+ DV visits to Nellis/Creech; 1st impression of Nellis AFB above reproach
- Drove USAFWC overdue Physical Fitness assessments down; personally tested 11 members w/zero fail-rate
- Directed 2 66 RQS/1 EOD AD memorialsprovided genuine support w/professionalism
- Steward of $8K ORF budgetexecuted FY10 EOY w/zero discrepancies & re-stocked CCP shelves
- Arranged beddown/baggage details for 500+ DVs; "hands-on" DVQ oversightensured 100% cust satisfaction
- Incredible steward of Protocol's $13.5K O&M budgetFY10 executed meticulously with zero discrepancies!A
- Authored 7 USAFWC Amn/NCO/Civ of the Qtr/Amn & Civ OTY/Installation Civ of Qtr awards
- Nellis' Ambassador; provided meals/toys/clothes to 40+ familiesforwarded outreach w/true community spirit
- Point for Air Show Open House DV Chalet; 800+ VIPs over 2 days
Assistant Manager, Flight Kitchen
United States Air Force, USAF
Las Vegas, NV
06.2008 - 06.2009
QtrQtrAmnAmnbeddownNellisyenhanced appearance of facility and QoL for customers
Assumed facility manager role due to GWOT taskings
Quality Assurance Evaluator; scrutinized $2.8M SVS contract at Creech AFB; quick actions corrected discrepancies - Superb orator; delivered inbrief to '09 LeMay team
QoLQoLHomestationtrngtrnginbrief
Education
Bachelor of Arts - Hospitality Management
05.2007
Associate of Arts - Fitness And Recreation Management
04.1999
Master of Arts - Pastoral Ministry, Divinity
Skills
- Relationship Development
- Quality Assurance
- Leadership Development
- Crisis Management
- Organizational Leadership
- Basic Math
- Customer Service
- People Skills
- Team Building
- Friendly, Positive Attitude
- Supervision & Leadership
- Problem Resolution
- Conflict Resolution
- Planning & Organizing
- Active Listening
- Computer Skills
- Reliable & Trustworthy
- Microsoft Office
- Critical Thinking
- Organizational Skills
- Good Work Ethic
- Team Management
- Credit Card Payment Processing
- Report Creation
- Report Generation
- Multitasking and Prioritization
- Issue and Complaint Resolution
- Efficient and Detail-Oriented
- Creative Problem Solving
- Data Entry
- Call Documentation
- Customer Account Management
- CRM Software
- 35 wpm Typing Speed
- Calm and Professional Under Pressure
- Courteous with Strong Service Mindset
- Upbeat and Positive Personality
- De-escalation Techniques
- Understanding Customer Needs
- Upselling Products and Services
- Needs Assessment
- Data Entry and Maintenance
- Building Customer Trust and Loyalty
- Responding to Difficult Customers
- Verbal and Written Communication
- Order and Refund Processing
- High-Energy Attitude
- Technologically Savvy
- Quality Assurance Controls
- Conflict Mediation
- Inbound and Outbound Calling
- Courteous Demeanor
- Customer Relations
- Clerical Support
- Senior Leadership Support
- Microsoft Office Expertise
- Adaptive Team Player
- Quality Control
- Problem-Solving Abilities
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Lodging Superintendent - United States Air Force, USAF
01.2013 - 07.2014
Dining Hall Manager - United States Air Force, USAF
01.2012 - 01.2013
NCOIC, US Forces-Afghanistan/Joint Visitors Bureau - United States Air Force, USAF
06.2011 - 05.2012
Co-Pastor - Kingdom Life Ministries
04.2010 - Current
Head of Women's Department - Kingdom Life Ministries
04.2010 - Current
Accountant - Kingdom Life Ministries
04.2010 - 05.2023
NCOIC, Protocol - United States Air Force, USAF
06.2009 - 06.2011
Assistant Manager, Flight Kitchen - United States Air Force, USAF
06.2008 - 06.2009
American Military University - Bachelor of Arts, Hospitality Management
Community College of The Airforce - Associate of Arts, Fitness And Recreation Management
Liberty University - Master of Arts, Pastoral Ministry, Divinity
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