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In Depth – CV for teria mat`am
2010 MAPCO Express, Inc Mt Juliet/Lebanon, TN
2008 – 2009 Product Action International, LLC. Smyrna, TN
Assistant General Manager - Mapco Mart Discount Food Mart and Retail Fuel
Maintained customer service standards; enforced company cash control policies and procedures for daily cash deposits of $8K-$20K. Adhered and enforced all laws and regulations regarding the sale of government regulated products. Maintained store safety, security, cleanliness, and sanitation standards. Met budget sales and expense goals; Hired, terminated, developed and trained employees according to company policies and procedures ; Complied with company code of ethics and general rules of conduct. Completed administrative activities accurately and timely as assigned.
Accomplishments: Maintained perfect attendance record and full support to marketing and sales. Still in good relational standing with Regional and local Managers,
Project Supervisor - Nissan Smyrna Automotive Plant
Worked directly with Nissan Parts Inspection and Engineering Design Departments for all models assembled at the Smyrna Plant
Communicated with customer contacts on initial project requirements; verified and provided feedback daily
Communicated project changes to customer service and shift supervisors and coordinators; updated scheduling status on new and existing projects
Prepare project setups and Work Instructions for new projects; coordinated with each shift leader for transition of project requirements
Ensured all team members have PPE, tools and OSHA safety requirements for each project; monitored and supervise team members attendance; audited and reviewed team members daily performance and project reporting
Recorded any safety issues, accidents or injuries by incident interviews, photos and reports; ensured and maintained compliance with applicable ISO procedures
Accomplishments: Promoted from Quality Inspector and Project Coordinator by maintaining leadership qualities, ISO requirements, and perfect attendance record, accurate paperwork and no customer complaints from Engineering or Parts inspection Departments. Met all milestones for quality improvement and 100% “no quality failure service”.
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Quality Systems Administrator - MIG Visteon Automotive. LLC
Functioned as Lead Auditor in organizing, scheduling, and planning of system audits for Quality Management System
Maintained Document Data Control and Record Retention for Quality department; Developed and maintained Training procedures
Coordinated Document Data Control and Record Retention for Finance, HR, MP&L Departments
Assisted plant in determining quality issues, and course of action to resolve those issues
Trained to audit for accuracy of the Full Fit Finish inspections of the Cockpit Module
Conducted monthly Quality System Management (QMS) TS16949 certification and re-certification audits for Mgmt Review. Maintained working knowledge of customer ANPQP Requirements for ASES Audit Compliance
Opened, tracked and reported corrective actions for audits
Accomplishments: Successfully completed RABQSA Lead Auditor Certification for ISO 9001:2000 with Emphasis on ISO/TS 16949.
Conducted 8D Audit of Durant, MS Supplier. Met all milestones for advancement as directed by Quality Manager, Operations Manager and CEO.
Material Planning and Logistics Analyst – MIG Visteon Automotive. LLC Worked directly with Nissan Analysts to provide immediate feedback regarding Engineering changes,
and Visteon’s ability to react. Monitored all Nissan parts issues, including new part changes, BOM changes, and color/vehicle
changes utilizing the SAP Data Management database and other Excel Macro tools Worked to establish procedures and processes to ensure total customer satisfaction within the
stringent automotive environment. Managed Prototype Sales and Visteon Engineer Test order processing for new model productions Coordinated tracking of Engineering Design change documentation ie: drawings, warrants, BOM’s
technical standards etc, prior to release in Manufacturing Communicated directly with Nissan, Suppliers, and Visteon JV (Joint Venture) personnel to provide
answers to all Materials issues including Prototype and New Model trial builds. Conducted weekly process audits of CPM production line for TS16949 certification and re-
certification. Accomplishments: Worked with SAP database consultants to develop business process procedures
for daily reporting of material expiry and effectivity of active BOMs for the purpose of providing accurate parts availability updates to accommodate engineering changes. Completed TS16949 Auditor Training and majority of the process audits during successful completion of TS16949 certification 2006. Completed Lean Manufacturing Training; completed APICS Supply Chain Management Training Certificate. Exceeded inventory goals for on-hand inventory in the market place from 500k to 350k. Met all milestones for advancement as directed by Supply Chain Manager
1995 – 2011 IN, FL, TN
2010- Present HOLIDAY INN EXPRESS & SUITES, Mt. Juliet, TN
2010 YATES INC. Smyrna, TN
Department Development Project
Communicate with Owner and GM regarding initial project scope and requirements of new Brand Relaunch Plan
Provide Time Management schedule and Control Plan
Submit Plan for cost management and Quality Control
Provide Team Development and Integration Plan
Implement new procedures and staff departmental training to encompass Brand Relaunch requirements
Current Accomplishments 2010 to date: Revamped operational Procedure and Front Desk Operational processes. Incorporated Operations orientation training presentation that consolidated the Corporate and Owner vision with the franchise brand standard; Created new cross training job descriptions (Front Desk Event Coordinator, Rooms Control Specialist, Reservations Specialist) as incentive program for experienced Guest Service Representatives (GSR’s); Improved quality scores by 35% in first six months through employee morale focus plan; Increased revenue 30% during 4th quarter 2010 after implementation of new Front Desk operation process change; Increased revenue by 35% after 1st quarter 2011 through the implementation of a quality process changes; increased quality rating scorecard 10 full points during 4th qtr 2010 through implementation of Front Desk GSR focus plan; improved Guest review scores by 25% through the implementation of department support strategies for Housekeeping and Maintenance; Provided operational development to maintenance engineer and housekeeping supervisor. Increased Front Desk sales by $40k during by implementing up sell incentive programs for Front Desk GSR’s which enable the hotel to earn its first award for “Most Improved Revenue Gross Income” (RGI). Ranked #1 in the Middle TN area during the Month of August for OVERALL SATISFACTION. (OSAT)
Quality Project - Nissan Smyrna Automotive Plant
Worked directly with Nissan Parts Inspection Departments for all models assembled at the Smyrna Plant
Communicate with Nissan contacts on initial project requirements; verify and provide feedback if needed
Developed Document Data Control and Record Retention for Rework Quality department;
Worked any existing or new projects according to work instructions provided.
Accomplishments: Setup new Document and record retention system for Rework Quality Department
2007-2008 MANUFACTURERS INDUSTRIAL GROUP, LLC. Jackson, TN
2004 - 2005 MANPOWER EMPLOYMENT AGENCY Murfreesboro, TN
New Business Development Project – MIG Construction
Services, LLC
Worked directly with CEO and CFO in development of operations for a new startup company
Provided sales and marketing activities which included research, presentations, meetings
Coordinated construction related projects from the quotation phase to the implementation of the project
Functioned as primary interface between construction site, fabrication manufacturing plant and Structural Engineer to resolve any issues during construction.
Assisted plant in determining quality issues, and course of action to resolve those issues
Wrote and tracked process deviations and provided data to recover costs.
Assisted in sales and marketing activities in the area of research for quality leads and vendor applications for potential project contracts.
Assisted with monthly financial Profit and Loss Reporting.
Accomplishments: Program participation: Diversity Business Marketplace 2007 - Nashville, Vanderbilt University Procurement Services Subcontractors Fair - Nashville; Center for Emerging Entrepreneurial Development – Memphis, Successful solicitation for bid contracts in West, Middle and East TN; Weekly travel throughout TN State) Met all milestones for advancement as directed by the CEO and CFO
Material Planning & Logistic Analyst
Contracted for shipping and receiving data processing for G & C Industries/Visteon, LaVergne, TN
Processed all shipping for Nissan production support and standard inventory from the warehouse
Worked with Visteon Site Development Team on Warehouse Material flow project (FIFO)
Functioned as MP & L Material Analyst assistant for the processing returns, receiving issues, and inventory scraps utilizing SAP database
Processed charge backs from Nissan for Finance Department of Visteon
Accomplishments: Completed new warehouse layout project with Visteon Project Mgr/MI for full implementation of product FIFO; Worked with SAP database consultants to develop business process procedures for processing returns , scraps and receiving issues; Revised existing chargeback procedure and developed and incorporated online tracking and communication system.
Technical Administration
Contracted to analyze and develop mailing list database for Tennessee Center for Labor Management Relations (MTSU) Murfreesboro, TN
Trained staff in computer technology advances and time management software. Consolidated mailing listed for USPS comparison analysis
Utilized MS Access database capabilities and FileMaker Pro to design and manipulate data to customize a working database for the Center’s mass mail marketing excel spreadsheets
Prepared profit & loss statement for the Center Financials July 2003 – April 2004
Assisted Coordinator in Annual conference planning and facilitation
Accomplishments: Completed Center’s first mass mailing project using mailing list database functions with 4% returned mail
2002-2005 MCKINLEY JONES & ASSOC, CERTIFIED PUBLIC ACCOUNTS Indianapolis, IN
1997-1998 MCKINLEY JONES & ASSOC, CERTIFIED PUBLIC ACCOUNTS Indianapolis, IN
Indianapolis Solid Waste Billing Project
Worked directly with the City of Indianapolis Solid Waste Division to develop and provide:
Daily account billing and customer service assistance to Marion County Residents (commercial & residential)
Supervised administrative support staff in property validation research and field site verification of residential property
Assisted with development and management of the Solid Waste dbase for property owner account billing of invoices, disputes, adjustments, collections and regulatory services according to city ordinance regulations
Managed and submitted monthly A/R & A/P reports to the City of Indianapolis Department of Public Works for Contractor Compensation of selected Waste Haulers
Analyzed, refined and improved existing operations systems for Indianapolis Solid Waste Billing Database Management City project
Reviewed, developed, revised and recorded existing operational procedures in manual format
Accomplishments: Dbase Customization in MS Access, staff training in operations and customer service, upgraded to executive format for monthly reporting in MS Excel, developed operation procedures using MS Outlook that reduced project expense by 70% and reduced accounts receivable by 35%. Managed operational development during the contract; transitioned operations to offsite remote access capabilities; and redesign Excel and Access reports for electronic reporting;
Financial Analysis - Account Management - Lavenia Funeral Home
Provided computer automation using QuickBooks Pro of all accounting operations for monthly invoicing, accounts payable and receivable, expense reports, and records for tax filing,
Managed existing general ledger, accounts payable, accounts receivable, daily deposits, and monthly executive financial reports for Trustee and attorneys under Chapter 11 Reorganization proceedings.
Setup Automated payroll and tax returns for Federal and State through ADP
1997-1998 TBOC FINANCIAL PLANNING SERVICES Indianapolis, IN
1997-1998 TBOC FINANCIAL PLANNING SERVICES Indianapolis, IN
Gresk & Singleton, Attorneys at Law Accounting Automation Services & Training Analyzed, refined and improved existing
operations systems for accounts payable and receivable
Reviewed existing procedures, revised, and developed operations for management of A/R and A/P.
Managed existing general ledger, accounts payable, accounts receivable, daily deposits, and monthly financial reports, payroll and tax returns for Federal and State.
Supervised administrative support staff and trained new hire for bookkeeping maintenance
Accomplishments: Dbase Automation and customization using QuickBooks Pro, staff training of attorneys in operations and computer technology advances, managed operational development of A/R & A/P during transition.
Summers Funeral Home Indianapolis, IN
Accounting Automation Services Provided computer automation of all accounting
operations for monthly invoicing, accounts payable and receivable, expense reports, and records for tax filing,
Managed existing general ledger, accounts payable, accounts receivable,
Prepared payroll and tax returns for Federal and State
Accomplishments: Dbase Customization using QuickBooks Pro, staff training in operations, managed operational development during transition
Boatright Funeral Home Indianapolis, IN
Financial Reporting and Auditing Services
Provided computer automation of all accounting operations for monthly invoicing, accounts payable and receivable, expense reports, and records for tax filing,
Developed and managed general ledger, accounts payable, accounts receivable, daily deposits, payroll and tax returns for Federal and State, and monthly financial reports for Trustee and attorneys under Chapter 11 Reorganization proceedings.
Prepared payroll and tax returns for Federal and State.
Supervised administrative support staff
Accomplishments: Successfully organized financial Dbase Automation and customization using QuickBooks Pro, staff training in operations and computer technology advances, managed operational development of accounting during transition
Savary Cleaning Indianapolis, IN
Operations Management Services
Provided small business management services for monthly invoicing, general ledger, accounts payable and receivable, expense reports, payroll, tax filing, marketing and advertising, price negotiations and contract preparations; Customer base of 7-10 buildings covering 45K sqft for 5 day a week service.
2000-2001 CROSSROADS BIBLE COLLEGE Indianapolis, IN
Your Project Results (HERE)
Finance Department Development Project
Analyzed, refined and improved existing Finance operations systems for entire college operations
Reviewed existing procedures, revised, and developed new procedures in manual format.
Redefined and managed existing general ledger, accounts payable, accounts receivable, daily deposits through software changes, upgrades and software customizations using QuickBooks Pro; Managed and submitted monthly executive financial reports for College Board of Trustees and banking institutions; refined payroll processing and human resource procedures through software changes and online access; prepared payroll and tax returns for Federal and State.
Supervised and provided operational development of department staff for Student Accounts, Accounting, Human Resources and Building Operations.
Accomplishments: Dbase Customization from Peachtree Accounting to QuickBooks Pro, Completed department consolidation and segmentation in accounting Dbase of Accounting, Building Operations, Development and Student Accounts, staff training in operations and computer technology advances, managed operational development during transition.
MY NEW SERVICES READY TO RENDER TO YOU
SMALL PROJECTS SERVICES AVAILABLE
Computer Automation of Operations:
General Clerical Support:
Office Structure Organization:
Small Business Development Services:
PLEASE SEND YOUR PROJECT REQUEST TO:
CONTACT US: www.thebusinessorganizingcenter.com
THE BUSINESS ORGANIZING CENTER (TBOC)–
teria mat`am, MBA, BS, CPM P.O. Box 203 Mt Juliet, TN 37121,
(850) 226-2069
2010- Present HOLIDAY INN EXPRESS & SUITES, Mt. Juliet, TN Guest Service Manager
Staffing Directly supervise front desk employees in accordance with
the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Follow all Federal, State, Local and HIExpress policies when hiring employees;
Make daily checks of the Front Office operations to be sure that all personnel are performing their duties as directed
Work with the property certified Trainer and Quality and Training office to improve front office employees guest service skills.
Prepare work schedules; Maintain a favorable working relationship with all other company employees to foster and promote a cooperative and harmonious working climate. Project a favorable image of HIExpress Hotel & Suites to the public, at all times
Guest Relations Maintain standards of guest service quality; Maintain complete
knowledge at all times of all hotel and departmental policies and procedures.
Ensure total guest satisfaction through Front Office Meetings monthly to review new programs, guest complaints, and Front Office policies; maintain minutes for accountibility. Conduct pre-shift meetings with staff and review all information pertinent to the day's business. Monitor and handle guest complaints ensuring guest satisfaction.
Assist guests with reports of lost/stolen articles, following hotel policy. Assist Accounting in researching all disputed charges; contact guests when required according to policy.
Maintain awareness of undesirable persons on hotel premises and escort off property. Contact Security where necessary.
Handle guest/employee complaints, accident reports, incident reports and investigate as needed for a quality assurance resolve.
Sales Coordinator Coordinate with Sales Director in sales operations including:
establishing contracts for meetings and conferences, coordinating wedding groups, general administrative functions, and email solicitations and communication. Provide on site marketing of promotions, events, in house group activities
Operations
Supervise, monitor and ensure that all cashiering procedures comply with Accounting policies and standards; Ensure proper security is maintained over all cash funds, deposits, and safes at the Front Office; Keep all banks in balance at all times.
Establish and maintain a Yield Management program through Yield Management meetings bi-weekly and ensure that yield controls are in place to achieve the highest possible room occupancy and ADR.; review all forecasts and occupancy status reports; achieve budgeted revenues and expenses; maximize profitability through weekly sales meetings.
Maintain room inventory controls and communicate to Engineering by work orders for maintenance repairs
Anticipate low occupancy periods and coordinate blocking of rooms with Executive Housekeeper to maximize labor costs, deep cleaning and maintenance of rooms. Prepare and submit daily/weekly payroll records; monitor expenses (telephone, cost of sales, supplies, T/A commissions and labor). Resolve discrepancies with Accounting and track actual against budget.
Ensure that current information on rates, packages and promotions is available and that all staff are knowledgeable; Assist with Reservation Handling; Balance room types daily according to departmental procedures. Review resumes for arriving groups; organize and coordinate master accounts and check- in/ pre-registration procedures. Print and review masters for departed groups; check accuracy and distribute to Accounting.
Review daily Housekeeping report, AM and PM, for accuracy and ensure it coincides with room inventory. Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations. Review daily payroll report and maintain overtime controls. Assist accounting by reviewing direct bill accounts; delinquent accounts, persons authorized to make reservations and inactive accounts; at least twice a year review and delete inactive accounts.
Rooms Control and Inspection
Cross train and supervise front desk GSR Staff, perform room usage and analysis reports for inspection planning. Ensure Staff person is able to perform daily arrival inspections, daily departure inspections, Check unoccupied units for proper brand standard quality protocol.
Housekeeping
Manage 10 Housekeeping staff employees for weekly labor
forecasting and scheduling.
2009 COMFORT INN & SUITES, Ft Walton Beach, FL
Front Office Manager
Manage all housekeeping staff when General Manager/Asst GM are not on shift. Train Front Desk and Housekeeping personnel as requested. Keep staff informed of H1N1 Hotel protocol.
Review night audit reports and check Occupancy Snapshot to determine upcoming changes in availability. Manage group reservations, (ChoiceAdvantage Software)
Troubleshoot and resolve reservation errors, credit card reversals and room rate adjustments. Monitor accounts for payment resolutions, collections; deal with contractors and suppliers; ensure security is effective; carry out inspections of property and services; ensure events and conferences run smoothly;
Meet and greet customers; deal with customer complaints and comments;
Maintain attention to details, set example for staff to deliver a standard of service and presentation that meets guests' needs and expectations. Performed all duties of Agent Guest Services simultaneously.
Sales Coordinator
Assisted the Director of Sales and GM in sales operations including: reserving meetings and conferences, coordinating wedding groups, general administrative functions, and email group solicitations.
Agent Guest Services
Process guest check-ins and check-outs, and collect rent money. Process credit cards as per Choice Hotels Inc. procedures. Manage property’s switchboard. Use (ChoiceAdvantage Software) Property Management System for reservations and availability reports. Setup new Choice Rewards memberships; Maintained new promotions; Handles all room moves and assists with re-locations
Prepare work orders for housekeeping and maintenance departments Interface with Owner Relations and property management as necessary. Perform clerical duties such as typing, filing, recording, mailing, and computer data input processing.
Prepare daily rent receipt journal, deposit receipts, and other reports as required. Acts as a custodian of room safes (if applicable).
Night Auditor
Responsible for the front desk operations for the overnight shift.
Primary responsibilities include: registering guests, making reservations, preparing daily reports, balancing transactions, and conducting security walks. Problem solve and troubleshoot to resolve guest issues that may arise and respond to emergency situations.
Post and Balance all daily reports for the Hotel. Set up the daily continental breakfast, oversee breakfast items inventory.
Executive Housekeeper/Inspector
Performed daily arrival and departure inspections, informed front desk when arrival and departure units become available. Checked unoccupied and carry over units for proper room control settings, maintenance problems, and for any unauthorized use of rooms.
Checked that all entry doors are closed and locked; check that laundry chutes are locked; inspected linen rooms and carts for cleanliness. Provided maids with keys, assignment sheets and ensured that linen carts have necessary supplies and accessories to properly clean units. Record and report all maintenance deficiencies. Maintained vacuum housekeeper key controls and key log. Inspect condition of linens and verify linen count.
Housekeeping Attendant and Laundry duties were required during off-season, and when business necessitates additional assistance in cleaning units. Prepared housekeeping inventory purchase orders. Ensured standards of guest rooms; Resolved guest complaints. Managed 4-8 employees for weekly labor forecasting and scheduling.
2004 BEST WESTERN, Murfreesboro, TN
Property Management Opportunity WANTED
Front Desk Reception
Process guest check-ins and check-outs. Process credit cards as per Best Western procedures. Responsible for accurate daily collection of money and preparing daily reports. Answered property’s switchboard and directed calls accordingly. Handled all room moves and assisted with re-locations as well as provided a friendly and courteous personal manner at all times. Maintain knowledge about the area for guest relations.
Perform clerical duties such as typing, filing, recording, mailing, and computer data input processing. Maintained a clean and presentable work station; Cleaned and restocked breakfast area; conducted security walks; Performed other duties as assigned.
General Manager Needed?
MY EXPERIENCE IS AT YOUR SERVICE!
PLEASE EMAIL :
teria mat`am, MBA, BS, CPM P.O. Box 203 Mt Juliet, TN 37121,
(850) 226-2069
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College/University: Almeda University Masters of Business Administration 2010 (Hotel and Restaurant Mgmt) , Almeda University Bachelor of Science Operations Management 2008, Almeda University Bachelor of Science Business Management 2002, Crossroads Bible College Associates of Religious Education 2000, Spellman College 1984 Electrical Eng./Physics
Institutes: AHLA - American Hotel & Lodging Educational Institute Supervisory Management 2010, CFDM Certification Front Desk Management 2011;
IHG BRAND SPECIFIC: American InterContinental University Atlanta Front Office Operations 2010, Managing Express Start for Improved Guest Satisfaction 2010, ResPro2 Effective Reservation Sales 2011
Certifications: Currently working on AHLA Chief Hotel Administrator( CHA) Certification, AHLA Certified Front Desk Manager (CFDM) American Hotel & Lodging Educational Institute; SAI Global –RABQSA Lead Auditor ISO 9001:2000 (ISO/TS 16949) 2007 Certificate #82015; Indiana University-Purdue University Indianapolis, Certified Project Management 2003 ; Indiana University-Purdue University Indianapolis, General Accounting 2002; Ball State Univ. Economic Development Program Mgmt
Training: Manufacturers Industrial Group (MIG) Jackson, TN Lean Manufacturing & Internal Auditor Certification , 2006; MITE Middle Tennessee Chapter of APICS (the Association for Operations Management) Basics of Supply Chain Management 2006; Essentials of Business Management 1988
TN Community: City of Smyrna TN - Citizens Police Academy 2008, Tennessee Real Estate Educational Systems 2004, Fundamentals of Real Estate & Affiliate Broker Certificates 2008
FL Community: City of Ft. Walton Beach, FL – Citizens Police Academy, & Alumni 2009
Managerial Accounting, Payroll Accounting, Database Customization, Operations Systems Analysis, development, planning, coordination, training; Microsoft Excel, Microsoft Word, MS PowerPoint, Microsoft Outlook, Outlook Express Microsoft Access, , QuickBooks Pro, FileMaker Pro, Internet ISP’s MSN, Yahoo, Facebook, Twitter, IPhone Apps
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