Tonja Manigault
Charlotte
Summary
Driven professional service with 16+ years’ management and sales experience. Strong work ethic, organizational, communication, oral presentation, and supervisory skills that are valuable to the business environment. Adept at achieving personal and corporate goals, and motivating successful teams. Consistent high percentage record of customer and employee retention. Work well under pressure in fast-paced and demanding environments. Core competencies include: Negotiation, Problem Resolution, Customer Excellence, Risk Management, Project Management, Sales Presentations, Organizational/Supervisory Leadership, Strategic Direction/Planning, Quality Assurance
Diligent with extensive experience managing daily operations and driving process improvements. Successfully streamlined workflows and enhanced operational efficiency in previous roles. Demonstrated expertise in team leadership and strategic planning.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Assistant Director of Operations
Northwoods Hospitality
Charlotte, NC
08.2023 - Current
- Streamlined operational procedures to enhance efficiency across departments.
- Developed training programs for staff to improve service delivery and guest satisfaction.
- Managed inventory systems, ensuring accurate product levels and timely replenishment.
- Served as a liaison between senior management and frontline staff to facilitate communication and ensure alignment with company objectives.
- Fostered a culture of continuous improvement within the organization by encouraging innovation among team members.
- Oversaw successful implementation of new PMS operational system training .
- Collaborated with leadership to implement strategies that increased revenue generation initiatives.
Account Coordinator
Archway Marketing
Mooresville, NC
02.2016 - 08.2023
- Apply knowledge of contract and pricing to determine if scope of work falls within the parameters of agreements, partners to address as appropriate including giving visibility to Account Development leadership.
- Troubleshoot and resolve potential client concerns, making decisions in the best interest of the Company and the client or escalating issues as appropriate to the proper level of management.
- Prepare campaign and project quotes for presentation to client and understand implications to pricing when job specifications are changed or updated to ensure proper work capture for billing.
- Work with the client on maintaining the integrity of requirements, inventory per contract, and other work-related activities.
- Apply attention to detail of order management procedures and requirements to ensure proper customer satisfaction, including timely and accurate closing of work to prepare for billing process.
- Provide input on process improvement opportunities including improved efficiencies, cost savings and marketing campaigns.
- Coordinated project timelines and deliverables to ensure client expectations were met.
- Managed communication between clients and internal teams to facilitate smooth project execution.
Center Manager
Grifols Plasma Resources
Charlotte, NC
01.2008 - 01.2016
- Responsible for meeting quarterly goals, staffing/hours per labor efficiency standards. Prospecting and discovering new customers to meet daily/weekly targets.
- Create appropriate organizational environment and value systems which stimulate morale and work force productivity and its leadership.
- Operates center, manages employees and operations to the highest standard of ethics and integrity.
- Directs and manages staff to ensure that training and quality goals are met and to implement operational changes and maximize center efficiency.
- Monitor and evaluate operations. Develop action plans to maximize center efficiency and supervise the implementation of process improvements.
- Manages headcount to provide for efficient staffing through high and low production intervals, providing accurate and timely projections to regional management team in advance of cyclical and seasonal or situational spikes.
- Accountable for the direction of all personnel functions including hiring, assignment and direction of work, development and training, disciplinary actions and termination and the maintenance of all personnel records.
Training Manager
Grifols Plasma Resources
Charlotte, N.C.
01.2003 - 01.2008
- Trained and developed all managers and staff on policies and procedures; directly supervised high-level staff and indirectly other employees.
- Promoted a safe environment with safety regulations training. Developed, implemented, administered, and maintained Learning Management System.
Education
A.A. - Business Administration
Strayer University
Skills
- Scheduling and coordination
- Logistics management
- Operational efficiency
- Strategic planning and execution
- Operations oversight
- Schedule oversight
- Teamwork and collaboration
- Customer service
- Problem-solving
- Multitasking
- Reliability
- Excellent communication
- Organizational skills
- Team collaboration
- Team leadership
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Achieved Monthly Loyalty enrollment metrics through effectively helping front office staff communicate with guest.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Relations - Earned highest marks for customer satisfaction with guest reviews on Booking.com, Expedia, and Google.com
Certification
IHG Hotel Experience Champion
IHG Front Office Manager certification
Timeline
Assistant Director of Operations
Northwoods Hospitality
08.2023 - Current
Account Coordinator
Archway Marketing
02.2016 - 08.2023
Center Manager
Grifols Plasma Resources
01.2008 - 01.2016
Training Manager
Grifols Plasma Resources
01.2003 - 01.2008
A.A. - Business Administration
Strayer University
Combined Management/Administration
- Developed marketing campaigns to increase visibility of company; analyzed market demographics, defined the target market, and determined advertising placement.
- Planned menus, estimated food and beverage costs, and purchased inventory for company social events.
- Created new business through community involvement and active public relations programs.
Combined Supervision/Training
- Recruited, hired, supervised, scheduled, and motivated staff.
- Improved productivity and morale by initiating systems for accountability and by instituting effective training programs and staff working schedules.
- Developed and mentored subordinate managers for promotion to next level.
- Attended bi-monthly and yearly marketing seminars on building sales and leadership effectiveness.
Combined Key Accomplishments
- Successfully managed and staffed healthcare facility while increasing sales by 25 percent through high quality product, exceptional service, marketing campaigns and instituting company ethics.
- Won several awards for outstanding customer service.
- Maintained expenses far below budget through accurate planning, waste control, purchasing, and cost effective operating procedures.
- Decreased employee turnover from 75% to 38%.