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Skills

  • Fuel log accounting
  • Business operations
  • Vendor relations
  • Procedure equipment
  • Budgets
  • Strategic planning
  • Operational data analysis
  • Time management
  • Mail handling
  • First-contact issue resolution

Work Experiences

  • Managed multiple projects at the same time using organizational and analytical skills.
  • Completed project under budget by $15.
  • Coordinated regattas and yacht shows.
  • Wrote professional memos, letters, and marketing copy to support business objectives and growth.
  • Tracked and recorded expenses and reconciled accounts to keep accurate, current, and compliant financial records.
  • Coordinated with contractors.
  • Collaborated with the sales team to upsell seasonal dockage packages, increasing summer berth reservations by 80%.
  • Contributed to a $5 reduction in discrepancies.
  • Achieved reduction over 2015.
  • Achieved a 63% improvement in customer satisfaction.

Summaries

  • Achieved a first-contact resolution rate of 52% %.
  • Achieved a 62% reduction in complaint escalations.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Individual with team leadership who is active and well-educated.
  • Achieved zero discrepancies.
  • Achieved zero errors at daily close.
  • Professional with project management and client relations fluency.
  • Achieved a 49% reduction in congestion.
  • Exceptional at drafting category documents and keeping accurate organizational records.
  • Meet and exceed business objectives while catering to a wide range of customer needs.

Accomplishments

  • Trained junior staff on customer service protocols, elevating overall customer satisfaction scores by 85% over the course of 2020.
  • Streamlined invoice processing for marina vendors, reducing the payment cycle by 21%.
  • Analyzed daily marina operations data to suggest improvements, leading to 45% increased dock utilization.
  • Documented and resolved metric which led to initiative.
  • Resolved customer complaints with a 61% decrease in complaint escalation to senior management over 9 months.
  • Implemented check-in/out procedures that improved queue times by 27% during peak marina traffic.
  • Reduced equipment outages by initiating a preventative maintenance schedule across marina facilities.
  • Aided in seasonal planning, ensuring the proper scheduling of services for over 9 boaters.
  • Spearheaded marina clean-up days, resulting in a 79% decrease in pollutants entering the water.
  • Facilitated customer requests for marina services, enhancing operational efficiency with a 33% quicker response time.

Affiliations

  • League of American Bicyclists – Green Boating Advocate
  • Small Harbors Development Association
  • International Marina and Boatyard Conference (IMBC)
  • American Marketing Association
  • Charter Boat Operators Association
  • BoatUS Foundation for Environmental Education
  • Phoenix Chamber of Commerce – Marine Division
  • Waterfront Operations Management Certification
  • National Association of State Boating Law Administrators (NASBLA)
  • Professional Association of Diving Instructors (PADI) Affiliate

Certifications

  • Certified Public Accountant
  • Conflict De-escalation Techniques for Public Services – procedure
  • Certification in Environmental Marine Safety – system
  • Google Certified Professional Cloud Architect
  • Mooring and Marina Management Certification – Northwind
  • Dive Rescue Marine Specialist Certification – method
  • Precision Boat Docking and Mooring Certificate – initiative
  • Project Management Professional (PMP)
  • First Aid/CPR Certified
  • Salesforce

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