To obtain Advanced Promotion utilizing contributed Military Supervisory and Federal Contract experience.
Motivated, personable professional with 15+ years experience in Financial, Business and Retail Management. Knowledgeable in a diverse background of IT and Information Management. Trained staff and took on different projects under various disciplines including Business Technology.
Flexible and versatile – Maintains absolute focus under pressure. Poised and competent with demonstrated ability to easily transcend cultural differences. Thrives in deadline-driven environments. Excellent mentoring.
Federal Contract Experience Financial Business Analyst Jul 2012 – Present Integrated Data Systems Hours/week: 40 Hill AFB, UT Yearly Salary: $40,000 Supervisor: Jerry Stone (801) 775-2904
Manages the company’s Comprehensive Cost and Requirement System (CCaR) database. Up keep user accounts, budget-pull criteria, authorities, accesses, settings, and system configuration. Trained and assisted users on system utilization and upkeep to include: loading and allocation of funds, generation and modification of requirements, creation and troubleshooting of funding documents, balancing of forecasts, and miscellaneous associated subjects. Generates business charts for all programs; prepares chart templates, perform initial quality checks and works with various SO personnel to identify and resolve shortfalls. Prepares and validates System Metric and Requirements Tool (SMART) reportable programs in CCaR and guides respective IPTs through the data feed into SMART. Advises Program Managers on financial processes and limitations and the creation of accounting lines. Works directly with senior personnel to direct CCaR implementation in the SPO, user training strategy, and future direction of system utilization. Performs reconciliation of system data; backfills the actual data as necessary and reconciles SO position against DFAS/BQ identifying discrepancies and working resolution with budget analysts. Monitors execution forecasts for all programs; backfills the actual data as planned events, moves balances to out months, and works with program managers for updates. Functions as an active CCaR help desk; answers CCaR and finance related questions, troubleshoot user errors in the system, and directs various non-CCaR IT issues to the proper Point of Contacts. Resolves and coordinates on the resolution of various system technical and connectivity issues; ABSS linkage, downloads of DFAS data, updates to user on outages, and troubleshooting login problems. Develop departmental budget and controls costs. Sent final invoices to client with signed statement of work. Communicated with client to ensure timely payment and processing of accounts receivable. Sought out cost-effective job assignments and business propositions. Developed and implemented process and operational improvements to enhance efficiency and effectiveness of operations. Compiled financial information related to work assignments providing required documentation and processing information. Maintained financial information, files and records ensuring the availability of documentation and compliance with established policies and regulatory guidelines. Keen knowledge and understanding of the governments Automated Business Systems Solutions, Government Accounting and Finance System and Commanders Resource Integrated System. Proficient in various types of accounting and financial software, manufacturing, Human Resources, Accounting and Financial Management Systems.
Guest Services Manager Jul 2011 – Jul 2012 Mountain View Inn Hours/week: 40 Non-Appropriated Funds – Hill AFB, UT Hourly Wage: $12.39 Supervisor: Margarita Salazar (801) 777-0801
Managed, over 600 groups worth annual revenue of 1.9 million in irregular shifts, the employees who were in charge of the day and night reception, service to guests, safety, key management and night-audit. Oversaw 2 million dollars of off base lodging business; responsible for managing 262 guest rooms and the Distinguished Visitors Program. Provide outstanding quality customer service to all internal and external customers. Coordinated the planning of schedules, work division, scheduling employees in the several shifts; solving bottle-necks. Review financial data and develop action plans to accomplish business goals. Determined the manpower, recruit and hire new staff in consultation with HR Manager, kept an eye on enough introduction, execute annual performance reviews. Develop and monitor all financial internal controls associated with Guest Services and Group Sales. Executed the staff management (leave, training, and promotion), took care of a good work climate, executed performance reviews of directed and indirect employees, and took measures in case of problems. Coordinated and arranged the execution of tasks within the Reception in order to allot activities/tasks, give instructions, and took care of the progress and the execution quality of the tasks. Resolved guest complaints when necessary. Took care of the correct contact with guests/relations, efficiently controlled and made use of spaces, inventory, and installations. Managed output of the facility and the department to optimize the reservations, and sales activities. Developed ideas and stimulated ideas through employees for special activities and arrangements and discussed final proposals. Audit guest ledgers and accounting ledger account for accuracy. Developed proposals for possible improvement actions, carried through costs savings. Responsible for representative and neat appearance of employees, self and the Reception department. Provide lodging computer support by maintaining all lodging computer systems and software applications. Worked according to the Best Available Rate system and kept up to date the prices which were published on the different Internet sites. Jointly responsible for the recruitment policy within the hotel with regard to segmentation, budget and forecast. Responsible for the internal sales in the hotel and gave the yearly presentation of the Marketing Outline and objectives. Made divers report for room forecast; the production report of all accounts and the segmented forecast. Made monthly overviews of the booked results. Responsible for keeping up to date the knowledge with regard to the results, price fixing and developments at the competitors. Responsible for the price policy with regard to rooms and leisure arrangements, stimulation of a healthy Yield culture within the hotel and representation of the hotel and colleague hotels in a professional and conscientious way. Developed and managed employee training program to improve employee performance and encourage career advancement. Responsible for the execution of Duty shifts; Supervised 12-14 Guest Services employees.
Guest Services Representative Dec 2008 – Jul 2011 Mountain View Inn Hours/week: 40 Non-Appropriated Funds – Hill AFB, UT Hourly Wage: $9.00 Supervisor: Margarita Salazar (801) 777-0801
Created 100% guest satisfaction by providing fast and friendly genuine hospitality and by exceeding guest expectations according to Air Force Standards. Gave personal attention, took personal responsibility and used teamwork when providing guest service; managed the Distinguished Visitors Program. Listened, apologized with empathy, found solutions and followed through when resolving guest problems. Assumed the responsibility to notice when the guest is not satisfied and used best judgment as to when it is appropriate to use the 100% Guest Satisfaction Guarantee. Audited guest ledgers and accounting ledger account for accuracy. Provide lodging computer support by maintaining all lodging computer systems and software applications. Provided guests with assistance at the front desk during the check-in and check-out processes and throughout their stay. Greeted guest and processed hotel registration. Kept current on hotel accommodations, services and area attractions. Responded to customer inquiries for information. Arranged for services requested by the guest by working with other departments as appropriate. Stayed current with developments in the hotel by reviewing and updating the communication log. Maximized revenue and cash flow by promoting hotel services and adhering to credit and inventory control processes. Offered guests updated rooms and promoted hotel amenities, food and beverage outlets and services. Made reservations in accordance with billeting yield management practices. Processed customer credit at check-in in accordance with policy. Identified and recorded special billing instructions and notified accounting. Obtained appropriate approvals and signatures. Sought to understand the guest, internal and external customer and meet and exceed the needs of both the customer and the company. Ensured work was accurate, thorough and to the highest standards. Demonstrated personal ownership of tasks and followed through to get the required results. Fostered trust and cooperation among coworkers, customers and suppliers; developed and sustained personal contact in order to provide mutual benefit. Worked well in a team environment and motivated teams to sustain exceptional levels of performance. Demonstrated understanding of the technical service skills for assigned area (i.e. food & beverage service, housekeeping). Skilled in utilization of point of sale systems and other back-of the house systems. Knew the available products and services and suggested alternatives. Understood the reservations process including the role of the Reservation Center, distribution channels and reservations flow. Performed Night Audit procedures.
Federal Military Experience SUPV Financial Management Specialist May 2006 – Jul 2011 151st Air Refueling Wing Hours/week: 45 Department of the Air Force Reserve – Salt Lake City, UT Yearly Salary: $45,000 Supervisor: Linda Robles (801) 245-2123
Served as the functional point of contact for day-to-day budget and financial issues. Worked with Major Command and budget office to obtain, monitor, and track organization’s funds. Complied findings and made recommendations for development and implementation of procedures for financial management and budgeting functions in support of organizational programs and activities. Attends the Financial Management Board as required. Performed budget formulation work involving review and preparation of budget estimates and fiscal financial plans. Researched, consolidated, and summarized budgetary data from source documents, automated budgetary systems, accounting records, and reports for use in preparing budget estimates and annual financial plans. Performed budget execution and administration work involving the monitoring of obligations incurred and the actual expenditures of funds. Provided advice, assistance, and guidance on budgeting and related information and conducted analyses, reviews and special studies of budget and related information. Used budgetary and other automated systems and computer-generated products in accomplishing budgeting and funding assignments. Skilled in gathering, assembling, and analyzing source of factual information, found in accounting reports, payroll records, work reports, or inventory and supply data. Expert on automated data processing software programs and capabilities used to accomplish budget and funding tasks. Made oral presentations on the budget, and conduct budge-related training to variety of audiences. Skilled in preparing written forms, schedules, and reports related to the obligation and expenditures of funds. Assigned as the Defense Travel Administrator servicing all Active Duty and Reserve personnel.
IT Specialist (CUSTSPT/INFOSEC) May 1997 – May 2006 151st Air Refueling Wing Hours/week: 45 Department of the Air Force Reserve – Salt Lake City, UT Yearly Salary: $30,000 Supervisor: Linda Robles (801) 245-2123
Managed and maintained support file servers, work-stations, peripherals, communication devices and associated software required to meet organizational needs; Assigned as the Network Terminal Security Administrator. Provided quality customer PC Technical Support for small, moderate and large computer users so they can effectively use and manage their computer/network systems and the installation and implementation of software; this encompassed hardware, software and consulting support. Monitored the computer event logs for errors, and applies update network patches as required. Ensured inquiries and problems concerning computer/server hardware and software were expeditiously resolved. Established new user accounts through the automated systems access software; protected user accounts, set and/or changed user account passwords. Used established techniques to adequately and promptly resolve problems to minimize PC system downtime. Adequately supported desktop access to server and host based applications. Installed all automation equipment to the network for usage. Implemented new system hardware and software and developed local operating procedures. Installed, configured and trouble-shot operating system software and peripheral equipment such as cabling and printers. Conducted tests to insure system operability, efficiency and compliance with existing standards; optimized user system performance. Performed annual information assurance inspections. Ensured current release of software products are in use. Accomplished special projects as assigned by customer. Researched needed resources and established metrics. Ensured final product met stated objective, addressed pertinent issues and reflected an understanding of the impact of the project and/or final product. Keen knowledge of a wide range of computer techniques, requirements, methods, sources and procedures; system software, network management, user account maintenance, file management, print management, server administration and data backup. Detailed and specific knowledge of small computers and peripheral equipment such as printers and multimedia technology equipment. Specific knowledge on how to install computer equipment; connect peripherals and install/delete user software, perform bulk-loading/updating data base files for resident application programs, provide software application assistance for commonly used office automation applications. Knowledge of basic, medium and advanced security principles allowing incumbent to report security breaches, distribute security information and perform risk analysis. Assisted users and finance systems personnel on all related computer and software. Developed and maintain financial web pages. Trained end users of Air Force and Department of Defense Financial programs. Audited and corrected accounting and budgetary transactions using DOD and Air Force financial programs.
Information Management Specialist Dec 1995 – May 1997 151st Air Refueling Wing Hours/week: 45 Department of the Air Force Reserve – Salt Lake City, UT Yearly Salary: $25,000 Supervisor: Unknown Unknown
Served and performed administrative, analytical, and technical staff support for Air Refueling Wing . Evaluated and improved efficiency, effectiveness and productivity of organizations and programs. Maintained manning documents and provided management officials with information regarding manning levels. Identified requirements and initiated requests through Command for additional resources including personnel, overtime, equipment, supplies, and training to ensure the success in meeting goals and objectives. Established metrics and analysis systems to ensure actions were timely and reviewed at critical points. Reconciled control rosters and identified mismatches and took appropriate action to verify and resolve discrepancies. Verified all requested changes and corrections made in the roster system and maintained corrected copy at departmental level. Tracked authorizations, and kept management informed of workforce authorization issues. Planned, acquired, and evaluated comprehensive training programs for the department’s diverse requirements. Worked with management to identify areas of training needed for all unit personnel and to assure incorporation of organization’s priorities into strategic training plans. Developed and maintained a data base for tracking, reporting, and planning purposes. Validated training requirements, prepared reports of findings and observations indicating trends and identifying deficiencies to management. Analyzed and reviewed current and projected training allocations and workload trends; identified potential problems. Provided guidance and information relative to training and personnel programs. Compiled training statistics from squadron input. Briefed, reported, and acted on results. Established and maintained the unit’s Secure Internet Protocol Router Network capability. Revamped the unit’s Secret classified file system improving agent access and counterintelligence reporting. Rejuvenated a dormant records management program resulting in the purging of years of overstocked obsolete publications, forms and files.
Medical Administrative Specialist Jun 1984 – Feb 1991 US Air Force Academy Hours/week: 45 Department of the Air Force – Colorado Springs, CO Yearly Salary: $20,000 Supervisor: Clyde Maddox Unknown
Provided crucial links between doctors and patients. Prepared to deal with injured or sick individuals. Answered telephone, took messages, placed appointment calls when patient requested and placed calls for medical and nursing information. Answered inquiries from patients concerning a variety of medical, personnel, and administrative matters. Responsible for the clerical duties inherent in patient admission; greet patient and explained the physical set up of the unit. Explained the unit routine and provided a copy of the unit/hospital instructions to patients. Ensured inpatient chart is properly labeled with name, room number, physician, allergies, and other patient information such as special needs. Ordered diet, lists patient on all appropriate records and accounting data. Used the Consolidated Health Care System to accomplish tasks. Kept charts in proper sequential order. Filed and reviewed diagnostic test forms and reports in chart. Scheduled patient appointments. Took inventory, requisitions and maintained adequate stocks of unit supplies. Transported specimens to laboratory. Picked up and distributed mail. Used forms and computer software to gather information about a patient, such as name, age, address, medical history and possible allergies. Strong communicator; relayed important information regarding patients to the physicians who treated them. Made patients aware of future appointments and billing. Organized, courteous, professional, capable of following instructions from a physician and worked well independently.
Civilian Experience General Manager May 2004 – May 2008 Comfort Inn & Suites Hours/week: 50 North Salt Lake City, UT Hourly Wage: $10.00 Supervisor: Shall Patel (801) 298-3900
Responsible for achieving optimal guest satisfaction and a good working environment to attain all set objectives through the hotel’s Front Desk, Hotel Sales, Housekeeping and Maintenance duties departments; Increased hotel revenue by 40% to 1.2 mil annual revenue. Managed hotel in accordance with the Standard Operating Procedures and Policies as set out by the company; supervised 14 employees in accordance with HR policies and government standards. Implemented optimal and attractive products and services required to address the hotel’s target groups, based on pre-agreed marketing plans and budgets; ensured the correct production and distribution of information and promotion materials as agreed to. Established departmental action plans to improve operations. Guarded the efficiency and productivity and the company results; drew up plans and budget concepts (revenues, costs, etc.), safeguarded the realization, tracing and adjustment of deviations, developed improvement actions, carry out costs savings, and guard/controlled cost price. Delivered data and proposals for the budgets and investments. Safeguarded quality of operations (internal & external audits). Coordinated planning of Shifts with Assistant Managers with regard to time-tables, work schedules, employment of employees; solved bottle necks. Determined the workforce, recruitment and hiring of new staff, supervision of sufficient introduction, execution of performance reviews and training of staff. Accountable for responsibilities of Shift Supervisors in their absence. Implemented the SOPs optimally in the hotel and acted as a flag ship establishment for the hotel chain. Prepared monthly financial reporting. Ensured adequate administration, for the outgoing and incoming invoices, for the payment of invoices and for drawing up periodical management data; justified deviations and differences. Performed audit procedures on guest and accounting ledger accounts. Handled complaints, as the last resort. Led various internal and external meetings. Managed the fulfillment of the regulations of the employment legalization, Occupational Health & Safety Act, HACCP, fire regulations and other legal requirements. Maintain property in accordance with Franchise regulations.
Business Technology Specialist Jun 2000 – May 2004 Office Depot Hours/week: 32 UT Hourly Wage: $11.00 Supervisor: Unknown Unknown
Managed and advised a team of Office Depot Corporation Managers and Advisors; channeled sales Imaging and Printing Group Corporate Enterprise Accounts. Provided professional advice to internal employees on customer service, product knowledge, client relationship management and client consultation on how to use leading generation product from Office Depot. Training included various communication skills such as verbal, non-verbal, and interpersonal; included specific customer service etiquette and protocol using presentations and seminars. Consistently met and exceeded sales quotas monthly and quarterly. Managed projects from start to finish, from an idea to deliverable execution. Performed extensive research before developing a plan for an advertising campaign suited to a client’s needs and goals. Managed the Customer Relations team, handling escalated situations and addressing balanced business decisions to resolve the escalation. Oversaw day-to-day client inquiries and operations. Directed team members on problem-solving and trouble-shooting requests for clients. This includes collecting both quantitative and qualitative data, analyzing the information, organizing into spreadsheets, provide synopsis of data and reporting to hierarchy of authority. P romoted products and services to increase customer base and reduce churn. Resolved problems with account balance discrepancies, bad lead credits, lead volume, active and inactive orders, general FAQs and lead fulfillment. Compiled lists and sent to lead vendors and aggregators for agent lead credit. Worked as a team to develop the overall creative concept used to promote the item. Gathered information regarding industry, competition, customer product or service; as well as presenting findings in verbal and written form with r ecommendations. Attended weekly Operations Management meetings and discusse d creative resource bandwidth and allocate resources. Prioritized projects and scheduled accordingly. Organized internal kickoff meetings with representatives from each internal service area. Researched marketing and advertising opportunities through expand current business and pitched new business by various industry searches, the internet, professional business networking and exploration of current client needs. Led presentations on pitching new ideas to potential clients. Showcased agency work and educated attendees on product and service capabilities. Responsible for developing strong, trusted, long-term business relationships with public, private & corporate accounts. Tailored strategies and solutions to anticipate and meet the needs of the client under a variety of circumstances.
Retail Store Manager Jun 1991 – Dec 1995 Babbages Software Hours/week: 50 Orem, UT Yearly Salary: $24,700 Supervisor: Unknown Unknown
Supervised and protected the interest of Babbages Software through contract compliance management program. Developed capacities used to solve novel, ill-defined problems in complex business settings. Addressed contract compliance, organized and monitored in-store promotional campaigns and retail computer consultation. Advised managers of the need for contract compliance and ensured correction and implementation of procedures to prevent repetition of non-compliance. Reviewed, approved and disapproved monthly contractual payment and supply requests. Reviewed account records and performed statistical analyses to survey area sales. Initiated a computerized inventory management program to ensure out of date products were sent back to the warehouse in a timely manner. Negotiated prices for independent accounts and monitored price compliance in national accounts. Promoted acceptance of contract compliance control program, to ascertain adequacy of merchandise present in all accounts; enterprise and public sector account manager. Exchanged information with account managers to advise on unsatisfactory display conditions and secure corrective actions, and to resolve significant problems of noncompliance. Provided advice and technical assistance with cost analysis, fiscal allocation, and budget preparation as it relates to the Greater Utah area. Consulted with managers to ensure budget adjustments are made in accordance with program changes. Managed marketing and acquisition initiatives for the entire company.
Education Bachelor of Science – Administration and Management of Information Systems (In-Progress) Columbia College, Salt Lake City, UT
Certifications & Training Â· Certified Comprehensive Cost and Requirement Systems Database Administrator (May 2012) Â· Certified Front Desk Manager – American Hotel & Lodging Association (Jan 2012) Â· Employee Crucial Conversations Course (Feb 2012) Â· Air Force Financial Management (Sep 1997) Â· Air Force Information Management (Dec 1996) Â· Air Force Medical Administration (Nov 1984) Â· Air Force Management School – Supervisory Course (Nov 2004) Â· Air Force Management School – Senior Management Supervisory Course (Jul 2010)
Professional Awards Â· Unit Outstanding Customer Service Award 2012 Â· Chief Master Sergeant’s Customer Service Award 2012 Â· TOP Performer Hill AFB Lodging 2010 Â· Recipient of the Director’s Choice Lodging Award 2010 Â· Recipient of the 2006 Choice Hotel Award Â· Command Chief’s Award for Outstanding Customer Service. Â· Lodging Manager Customer Service Awards
1. Christian Peal, General Manager, Mountain View Inn, (801) 777-0801, Christian.firstname.lastname@example.org .
2. Bruce Lewis, Logistics Officer, Utah Air National Guard, email@example.com . 3. Leonardo Lozano, Budget Officer, Utah Air National Guard, Phone : (801) 245-2461, Leonardo.firstname.lastname@example.org .
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