Luvelyn Thomas
Regina,SK
Summary
Serviced-focused General Manager dedicated to delivering positive customer experiences to promote loyalty and repeat business. Orchestrates optimal resource utilization to handle expected operational needs. Sales leader with sound judgment, good planning abilities and interpersonal communication strengths.
Overview
14
14
years of professional experience
1
1
Certification
Work History
General Manager
Travelodge Suites By Wyndham Regina
06.2021 - Current
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Developed and implemented strategies to increase sales and profitability.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Implemented effective cost-saving measures to reduce overhead expenses without compromising quality or service.
- Managed budget implementations, employee evaluations, and contract details.
- Developed and maintained relationships with customers and suppliers through account development.
- Established comprehensive employee training programs to develop skills, improve productivity, and maintain compliance with industry regulations.
- Analyzed market trends and competitor activities to create competitive advantages.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Provided thoughtful guidance to personnel in navigating and resolving snags in productivity.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Reported issues to higher management with great detail.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Trained and guided team members to maintain high productivity and performance metrics.
- Interacted well with customers to build connections and nurture relationships.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
General Manager
BigFish Enterprises
12.2012 - 01.2023
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Developed and implemented strategies to increase sales and profitability.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Managed budget development, forecasting, and financial reporting processes to track progress towards organizational objectives accurately.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Implemented effective cost-saving measures to reduce overhead expenses without compromising quality or service.
- Managed budget implementations, employee evaluations, and contract details.
- Established comprehensive employee training programs to develop skills, improve productivity, and maintain compliance with industry regulations.
- Directed comprehensive sales efforts to exceed revenue targets consistently while maintaining customer satisfaction levels.
- Implemented robust inventory management systems to optimize stock levels and minimize waste/costs associated with excess product storage.
- Analyzed market trends and competitor activities to create competitive advantages.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Trained and guided team members to maintain high productivity and performance metrics.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
Central Teller
Royal Bank Of Canada, RBC
06.2010 - 01.2015
- Improved customer satisfaction by efficiently processing transactions and addressing inquiries.
- Assisted in training new employees, instilling best practices for excellent customer service and efficient transaction processing.
- Upheld confidentiality standards when dealing with sensitive customer information or financial documents.
- Demonstrated adaptability under pressure, effectively managing the teller station during unexpected staff shortages or system outages.
- Supported team members by assisting with complex transactions and sharing knowledge of bank products and services.
- Resolved customer issues promptly by collaborating with colleagues across departments for swift resolution.
- Streamlined cash handling process for increased accuracy and reduced discrepancies in daily reports.
- Enhanced branch security by diligently monitoring teller station and remaining vigilant during transactions.
- Reduced errors by regularly reviewing account documentation, verifying details, and correcting inaccuracies as needed.
- Increased referral rates by effectively cross-selling appropriate financial products to meet customer needs.
- Provided exceptional service, building rapport with customers and promoting a loyal client base for the bank.
- Contributed to branch success through consistently meeting or exceeding personal sales goals.
- Maintained balanced cash drawer, ensuring accurate record-keeping and adherence to bank policies.
- Promoted a positive banking experience by maintaining professional demeanor and friendly attitude with customers.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Processed customer transactions promptly, minimizing wait times.
- Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Educated customers on use of banking website and mobile apps.
- Cross-sold credit cards, loans and other bank products.
- Monitored and verified suspicious activity on customer accounts.
Education
Bachelor of Science - Custom Administration (Border Or Port)
Philippine Maritime Institute
Philippines04.2003
Skills
- Leadership and team building
- Problem Resolution
- Team Player
- Efficient multi-tasker
- Motivation
- Schedule Management
- Labor Cost Controls
Languages
English
Professional Working
Tagalog
Full Professional
Spanish
Elementary
Certification
Health & Safety Leasdership
Food Safety Certificate
General Manager Certification
Timeline
General Manager
Travelodge Suites By Wyndham Regina
06.2021 - Current
General Manager
BigFish Enterprises
12.2012 - 01.2023
Central Teller
Royal Bank Of Canada, RBC
06.2010 - 01.2015
Bachelor of Science - Custom Administration (Border Or Port)
Philippine Maritime Institute
Health & Safety Leasdership
Food Safety Certificate
General Manager Certification
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