Yolanda Mathis Email & Phone Number

* Originated plan and executed exhibit management for 60 events annually, performing extremely diverse administrative and office support duties to maintain accurate project records and client files for 7 departments with over 100 employees.* Worked with over 57 subcontractors and third party vendors via purchase orders to supply outside services when called upon to do so, reconciling invoices for billable services and verifying payment after show closing.* Arranged and scheduled travel to off-site event facilities with account files and project documentation; prioritizing, arranging, organizing and coordinating multiple client projects simultaneously, completing tasks ahead of schedule with hands-on approach, increasing production without sacrificing quality. * Leveraged extensive experience in multiple operating environments to modernize 19 custom data reports to be shared with 9 coworkers; driving new level of cooperation between front line personnel and operations, resulting in product awareness and professional inter-department interactions.* Supported all aspects of client specific relationship as primary contact, providing first level administration from initial connection via phone or in person meetings; facilitating all event needs through exemplary personalized service to exceed customer satisfaction for a 3% increase of positive monthly surveys.

* Resolved complex problems and grievances of a more delicate and dynamic nature, preventing escalation of client concerns. Administered support and training assistance to 30 lower level representatives while coaching them to meet individual performance goals and taking on more responsible job duties.* Directed desk staff of up to 12 representatives to set up and dismantle service desk; undertaking confidentiality of exhibitor records, auditing for accuracy in billable services, establishing files for invoicing, preparing for on-site payment methods with improved staffing schedule to reduce overtime costs. * Designed and implemented procedures to ensure more accurate and cost-effective means of providing services through administrative support to complete assigned tasks, saving nearly 3 hours a day.Senior Exhibitor Services Representative (2000 – 2002)* Recognized consistently for superior performance on immediate and urgent customer service skills. Exercised independent judgment and decision-making when servicing event needs to exceed customer expectations.* Systematized multiple and simultaneous activities to accomplish 19 daily objectives in deadline-driven, fast-paced environment. Streamlined on-site operations manual to help organize all files, cutting time 25%.

* Resolved complex problems and grievances of a more delicate and dynamic nature, preventing escalation of client concerns. Administered support and training assistance to 30 lower level representatives while coaching them to meet individual performance goals and taking on more responsible job duties.* Directed desk staff of up to 12 representatives to set up and dismantle service desk; undertaking confidentiality of exhibitor records, auditing for accuracy in billable services, establishing files for invoicing, preparing for on-site payment methods with improved staffing schedule to reduce overtime costs. * Designed and implemented procedures to ensure more accurate and cost-effective means of providing services through administrative support to complete assigned tasks, saving nearly 3 hours a day.; Recognized consistently for superior performance on immediate and urgent customer service skills. Exercised independent judgment and decision-making when servicing event needs to exceed customer expectations.* Systematized multiple and simultaneous activities to accomplish 19 daily objectives in deadline-driven, fast-paced environment. Streamlined on-site operations manual to help organize all files, cutting time 25%.

* Achieved highest levels of productivity, answering more than 900 calls per week, communicating in plain terms the complex language of event jargons and tradeshow concepts.* Proactively identified potential issues for billing errors in orders taken, initiating analysis and investigation to decrease corrective turnaround time from weeks to days.

* Supervised 25 plus employees in various Front Office departments to include; Reservations, PBX, Bell Staff, Front Desk Agents and Supervisors. Interviewed, hired, trained and dismissed personnel; performed evaluations and decided on salary increases and promotions; taught and enforced all new and existing Best Western policies to achieve focused results and improve occupancy percentage.* Provided the highest quality standards of guest services in a diverse environment, streamlining management, sales and administrative processes so that all 7 department service levels operated with regard to branding philosophy, increasing levels of communication and guest satisfaction.* Resolved guest grievances with tact and diplomacy using active listening to exceed guest satisfaction, responding to any and all inquiries made with 24 hours of receipt.

* Maintained responsibility and accountability for hotel property and the safety of over 672 guests, having authority for the hotel operations and staff while on duty. Ensured front office operations met and complied with same quality standards as day shift by automating change of shift information sheet to communicate between shifts.* Handled guest registration, 6 payment drawers and 13 nightly drops, game-room, guest service desk and telephone services to include PBX and reservations. Audited daily accounting and agent paperwork to ensure accuracy.

* Received incoming telephone calls for all departments, obtaining caller's name and forwarding call to appropriate person or took a message. Performed typing and other clerical duties* Greeted clients and visitors and directed to conference room or staff member's office.* Provided administrative support to owners of company to include compiling reports, responding to routine correspondence, scheduling appointments, handling confidential information* Received or sent out messenger/courier items.

* Performed administrative and secretarial duties for the Executive Director, to include preparation of allotments, issuing checks and supervising clerical work of volunteers* Assisted clients with initial case paperwork and interviewed said cases to determine relief action while adhering to bylaws established by NMCRS* Completed bookkeeping functions to audit monthly budget reports

Certificate, Secretarial / Office Skills

Diploma, General Studies

Activities and Societies: Spanish Club, AFJROTC, Color Guard, Track

Bs, Business Administration

Certificate Of Completion, Hospitality Specialist

As, Business Administration