SUSANNA M. BRIGGS
Lewisville,TX
Summary
Charismatic, approachable, conscientious, energetic, compassionate, bilingual, courteous, and dedicated Professional with diverse and vast experience in Hotel Industry, SAAS, Client Relations,HR, and Training Development. Present a service-oriented, strong growth mindset with a passion for people, learning, and technology. Goal-oriented and adept at promoting customer loyalty and maintaining retention with proactive and hands-on strategies. Effective at giving clients highly positive experiences as primary liaison and company representative. Comfortable communicating and presenting to C-Level executives. Utilize a hands-on approach for implementing strategies to cultivate positive client and employee experiences. Strong collaborator and active listener with excellent verbal and written communication skills. Strong organization skills and attention to detail. Human resources experience with a drive for helping employers recruit, develop and retain qualified candidates. Motivating and positive with excellent interpersonal, coaching, and communication skills. Background overseeing HR policies and procedures while supervising department staff. Expert at directing wide-ranging human resources responsibilities by tackling, prioritizing, and delegating tasks to staff. Focus on remaining competitive among industry companies by creating desirable cultures and programs.
Overview
18
18
years of professional experience
Work History
Client Success Manager
UniFocus
Carrollton, TX
08.2019 - Current
- Monitored issues carefully and reached out to clients to provide immediate resolution and maintain satisfaction.
- Networked with business leaders and executives to identify clientele within local community.
- Maintained positive, consistent, informative working relationship with current business partners.
- Created awareness of strategic and tactical client needs to promote further sales.
- Dually represented company interest with client requirements.
- Audited and reported on client success in using current products.
- Maintained up-to-date client information and status through use of CRM tools.
- Conducted Sales Demonstrations as appropriate to existing and potential new Clients
- Act as an escalation point for any software support issues the Client may be experiencing
- Confidently, and independently able to take action, and have strong initiative and ability to make decisions.
- Critical to success of rollout and sustainability of comprehensive labor management and/or time & attendance program,
- Key Contact in analysis and improvement of appropriate labor resource utilization and development of metrics to monitor ongoing labor utilization.
- Addressed problems with accounting, billing and service delivery to maintain and enhance client satisfaction.
Hotel Department Manager
Sheraton/Marriott
Dallas, TX
12.2016 - 08.2019
- Successfully managed, mentored, trained 50 associates.
- Managed all aspects of leave administration, including employee notifications and vendor management, disability programs and health benefits.
- Maintained payroll and benefits for employees in various locations, minimizing financial discrepancies through detailed program management.
- Updated training processes by reviewing existing documentation, leveraging feedback from associates, and working with legal and compliance teams.
- Interviewed, hired, trained and supervised salaried and hourly associates.
- Scheduled and directed staff with daily work assignments to maximize productivity.
- Managed and conducted Employee Appraisals and Action Plans
- Administered Pre Employment screening
- Ensured Department wide HR handbook Compliance
- Efficiently resolved problems or concerns to satisfaction of all involved parties.
- Served as mentor to junior team members.
- Developed department's first incentive performance plan which motivated staff and resulted in 23 % Sales increase
- Increased Guest Satisfaction from 67 % to 86% in 8 months.
- Increased Employee engagement from 74% to 94%.
- Minimized loss and misuse of equipment through proper restaurant supervision and staff training.
- Developed, implemented and maintained quality standards for outlets.
- Maintained profitability of outlet to support overall operation.
- Controlled payroll and equipment costs (minimizing loss and misuse).
- Ensured par stock levels are maintained by calculate inventory, order and receive supplies.
Director of Banquets and Conference Services
Great Wolf Resorts
Grapevine, TX
12.2008 - 12.2016
- Budgeted Food and Beverage sales, labor costs, profitability and over-all success by controlling costs and quality of service.
- Prepared forecast and Banquet Variance Reports.
- Managed biweekly payroll input, as well as creating weekly staff schedules.
- Conducted employee appraisals and Administered Action Plans
- Interviewed, Hired and pre screened all Department Employees
- Managed and coordinated daily operation of meeting/banquet set-ups and service.
- Maintained records for inventory, labor cost, food cost.
- Follow-up each function by completing Function Critique.
- Attended and participated in daily F&B meeting and Department Head meeting.
- Developed and maintained all department control procedures.
- Scheduled staff as necessary to ensure adequate and consistent levels of service.
- Consistently inspected Banquet Food and Beverage quality, banquet services and plate presentation.
- Ensure customer expectations are exceeded and flawless service is conducted.
- Worked closely with Executive Chef and Banquet Captain to ensure all arrangements and details are consistent with Sales Contract and BEO.
- Flexible and able to provide quick service for last minute changes.
- Coordinated services for events, such as accommodation and transportation,catering, signage, displays, special needs requirements, electrical needs and event security.
- Met with sponsors and organized committees to plan scope and format of events, to establish and monitor budgets, or to review administrative procedures and event progress.
- Planned and developed programs, agendas, budgets, and services according to customer requirements.
- Maintained records of event aspects, including financial details.
- Conducted post-event evaluations to determine how future events could be improved.
Operations Training Manager/HR
Gaylord Texan Resort and Convention Center
Grapevine, TX
01.2006 - 09.2008
- Guided leaders and employees on company policies, programs, benefits and salary administration.
- Managed employee disputes by employing conflict resolution techniques.
- Organized and led staff orientation programs and training to promote collaboration.
- Dedicated Training Manager to Conference Management Division, consisting of 9 individual departments in large convention property.
- Created testing and evaluation procedures.
- Presented training information via role-playing, simulations, and team exercises.
- Managed training calendar for entire fiscal year.
- Facilitated training material to diverse audience.
- Facilitated onboarding sessions and on-the-job training for new hires bolstering position knowledge and skillset.
- Maintained corporate responsibility by staying up-to-date with laws that affect human resource training programs.
- Proctored and evaluated exams for certification of Conference Coordinators.
- Created and implemented Resort policies and procedures.
- Administrated e-learning based education tool (Skill Soft).
- Monitored progress of class completion for all legal required training (TABC, Food Handlers TIPS, SERVE SAFE).
- Taught ESL (English as Second Language) course. TSOL Certified
- Maintained payroll and benefits for employees in various locations, minimizing financial discrepancies through detailed program management.
- Directed job fairs to bring in local talent for long term and seasonal positions.
- Maintained human resources regulatory compliance with local, state and federal laws.
- Ensured that company Mission and Culture were supported through continuous job development and growth.
- Coordinated immigration process for visa and green card applications to support mobility requests for domestic and international long and short-term assignments.
- Implemented performance reviews and motivational strategies to elevate HR team results.
- Facilitated onboarding sessions and on-the-job training for new hires bolstering position knowledge and skillset.
Conference Coordinator
Gaylord Resorts and Convention Center
Grapevine, TX
03.2004 - 01.2006
- Assisted with coordination of all convention groups/catering with operational departments.
- Acted as liaison to theclient, CSM, Catering Manager, Conference Set Up, Banquets, and all departments.
- Ensured client satisfaction by checking room set, lighting, AV, temperature, refreshes, cleanliness, equipment, food, and beverage.
- Advised clients on thecurrent status of events and functions, including items pending and action items.
- Knowledge of program by participating in epre-planning process, reviewing group resumes and BEOs before group arrival.
- Fostered positive relationships with Conference Services team and operational departments.
Education
Bachelor of Science - Education
Austin Peay State University
Clarksville, TN05.1991
Associate of Arts - General Studies
University of Maryland
Munich, Germany05.1989
Skills
- Client Account Management
- Salesforce/SAAS
- Ability to handle fast-paced, high-stress environment
- Handle Confidential Materials
- Key accounts development
- Training and mentoring
- Six Sigma Certified
- Business operations knowledge/Strategic Planning
- Revenue Generation
- Client renewals and prospecting
- Accounts Receivable/Collections
- Compensation and benefits
- HR processes/Company Policies
- Talent management/recruitment
- Payroll coordination
Clifton Strengths
1.Harmony
2.Positivity
3.Consistency
4.Connectedness
5. Developer
Volunteer
Volunteer at SPCA, local Animal Shelters, and Alzheimer's Memory Care Facilities
Timeline
Client Success Manager
UniFocus
08.2019 - Current
Hotel Department Manager
Sheraton/Marriott
12.2016 - 08.2019
Director of Banquets and Conference Services
Great Wolf Resorts
12.2008 - 12.2016
Operations Training Manager/HR
Gaylord Texan Resort and Convention Center
01.2006 - 09.2008
Conference Coordinator
Gaylord Resorts and Convention Center
03.2004 - 01.2006
Bachelor of Science - Education
Austin Peay State University
Associate of Arts - General Studies
University of Maryland
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