Summary
Overview
Work History
Education
Skills
Volunteer Positions
Awards
Education Classes
Statement Of Qualifications
Timeline
Generic

Victoria Couch

Rancho Cordova

Summary

Substantial experience and outstanding skills in customer service with 17 years at Marriott International including 10 years in management Accustomed to working in fast-paced environments with the ability to think quickly and successfully handle difficult clients Self-motivated, able to implement decisions and set effective priorities to achieve both immediate and long-term goals

Overview

33
33
years of professional experience

Work History

Financial Analyst

Pro Unlimited
Rancho Cordova
03.2022 - 03.2025
  • Ensure all payments are processed accurately and on
  • Collaborated with senior management to develop and monitor key financial performance indicators (KPIs).
  • Assisted in the budgeting process by providing detailed revenue and expense forecasts.
  • Maintained strong pipeline of corporate clients by collaborating closely with partners.
  • Analyzed financial data to identify trends, patterns and strategies.
  • Identified discrepancies in financial data and recommended corrective actions to resolve them.
  • Collaborated with other departments to ensure accurate budgeting and forecasting processes were followed.
  • Prepared monthly, quarterly and annual financial reports for management review.
  • Built and strengthened client relationships to form long-lasting, profitable bonds.
  • Exceeded customer satisfaction by finding creative solutions to problems.
  • Recognized by management for providing exceptional customer service.
  • Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
  • Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Provided support and guidance to colleagues to maintain a collaborative work environment.
  • Completed day-to-day duties accurately and efficiently.
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Prepared detailed reports on financial status of clients' investments.
  • Utilized financial software and advanced Excel functions to streamline data analysis and reporting processes.

Lead Sales Coordinator

Bonney Plumbing Electrical, Heating and Air
Rancho Cordova
09.2020 - 03.2022
  • Created, implemented and oversaw daily and weekly worklists for team members.
  • Established new accounts and serviced existing accounts maintaining professional relationships.
  • Responded to customer inquiries and delivered appropriate information after carefully researching issues.
  • Developed monthly reports summarizing sales activity and performance metrics.
  • Responded promptly to any customer complaints or issues that arose.
  • Generated leads by researching target markets and building lists of prospects.
  • Made outbound sales calls to contact prospective leads, using effective communication skills.
  • Maintained accurate records of all sales activities and results.
  • Reviewed customer complaints to determine appropriate methods for resolution.
  • Created and maintained customer databases for tracking sales activities.
  • Provided technical support to customers on products and services offered by the company.
  • Promoted accessories and cross-sold additional products and services through use of active persuasion.
  • Supported sales team members to drive growth and development.
  • Exceeded customer satisfaction by finding creative solutions to problems.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Worked effectively in team environments to make the workplace more productive.
  • Completed day-to-day duties accurately and efficiently.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Recognized by management for providing exceptional customer service.

Operations Supervisor

Kohl’s
Aspen Hill/Bowe MD/ Citrus Heights
11.2015 - 03.2021
  • Guided employees in handling difficult or complex problems.
  • Resolved customer complaints in a timely manner to maintain customer satisfaction.
  • Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
  • Developed and executed operational plans for peak seasons, ensuring scalability and adaptability.
  • Coordinated with other supervisors, combining group efforts to achieve goals.
  • Recommended solutions related to staffing issues and proposed procedural changes to managers.
  • Managed inventory control, reducing waste and optimizing stock levels for operational needs.
  • Ensured compliance with all safety regulations in the workplace.
  • Trained new employees on proper job functions and company policies and procedures.
  • Assisted in the hiring process by conducting interviews and making recommendations for new hires.
  • Provided support to other departments as needed to meet organizational goals.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Delegated work to staff, setting priorities and goals.
  • Implemented new operational procedures, resultingin an increase in process efficiency.
  • Monitored staff performance and provided feedback for improvement.
  • Trained, mentored and motivated employees to maximize team productivity.

Site Manager

Gymboree Play and Music
Silver Spring/Bethesda
12.2009 - 02.2016
  • Daily Billing of all accounts as well as resolve any non-processed accounts
  • Interview, Hire and Train all new teachers
  • Resolve all customer questions and concerns
  • Lead all grassroots marketing and customer appreciation events
  • Brought a site from less than 100 members to well over 375 members within 1 year
  • Monthly product and supply ordering as well as maintain a monthly budget
  • Manage a staff of 7 teachers and ensuring they deliver programs as designed
  • Train and oversee 2nd location to ensure they follow franchise requirements
  • Train and transition to new Customer Service Software, to include transferring all existing data to new system
  • Schedule Optimization to ensure correct number of classes are being offered on a quarterly basis

Guest Service Representative

Residence Inn by Marriott
Silver Spring
02.2005 - 01.2010
  • Resolve guest needs, handle incoming calls, and maintain daily reports
  • Process Guest Check in and Check outs
  • Reconcile two cash drawers at the start and end of shift
  • Resolve customer conflicts, billing issues, diffuse adverse situations, etc
  • Train associates in all areas of customer service and hotel front desk operations
  • Perform all facets of Front Desk Operations
  • Reconciliation of all front desk and food and beverage transactions
  • Compiled and distributed daily business summary

Franchise Owner

Contours Express
Silver Spring
11.2004 - 08.2007
  • I Purchased and managed a women’s gym franchise. Skilled in all aspects of the business development for start up, opening new location, recruiting new employees, initial advertising and marketing, capitalization and funding
  • Developed business plans and strategies
  • Monthly reconciliation of bank statements as well as payments from the billing company
  • Quarterly and annual taxes for the business
  • On time payments to vendors
  • Build and maintain client database, monthly marketing, and referral programs
  • Hiring as well as terminating staff
  • Directed, coordinated, designed, interpreted, and delivered individual and group exercise

Operations Manager

Courtyard by Marriott
Rockville
02.2003 - 11.2004
  • Provide daily management of staff of 30
  • Train new employees as well as conduct monthly meetings
  • Manage both hotel associates and construction crew on a Five Million Dollar renovation. Maintain timetable and resolve any guest issues that arose from construction
  • Process Payroll on a weekly basis for 45 associates
  • Process accounts payable and accounts receivable on a weekly basis
  • Ensure that all employees are trained for their positions to maximize service, production, and efficiency
  • Conduct employee performance evaluations as prescribed, control staffing.
  • Effectively maximize revenues and profitability
  • Ensure standards of guest rooms
  • Assist in weekly labor forecasting and scheduling

Staff Accountant

Marriott International Headquarters
Bethesda
09.2000 - 02.2003
  • Staff accountant for 18 limited lodging and Select Service hotels located in Texas and along the east coast.
  • Maintain written and verbal communication with the management staff at each property.
  • Reconcile on a period basis the operating depository statements and balance sheet accounts for 18 limited lodging and select service hotels.
  • Prepare routine entries and post financial transactions.
  • Assist in preparation of financial statements such as billings, budgets and cost reports.
  • Maintain written and verbal communication with the management staff

System Support Analyst

Marriott Systems Support Center
Rockville
03.1999 - 09.2000
  • Provide 24/7 escalated hotel property management system hardware, software, and procedural support for all North American Selective Service & Extended stay hotels
  • Receive, Analyze and resolve 20-50 system support calls daily
  • Assist with implementation of new software, hardware and Interfaces
  • Support all aspects of Property based systems to include the Property Management System, PC’s and all peripheral interfaces.

Guest Service Manager

Courtyard by Marriott
Los Angeles
03.1998 - 03.1999
  • Manage property operations on a day-to-day basis to assure optimum performance and continual improvement in guest service, employee professionalism and performance
  • Ensure the property is well maintained and that all mechanical equipment is in good working order
  • Responsible for the preparation of property forecasts
  • Conducted appropriate meetings and coordinated with the other department heads to ensure that proper communication lead to guest satisfaction and maximum profit and productivity
  • Monitored the collection of in-house guest balances

Task Force Trainer

Courtyard by Marriott
07.1997 - 03.1998
  • Responsible for training all aspects of hotel operations to hourly associates of new hotels
  • Train associates on aggressive hospitality
  • New hire orientation

Front Desk Supervisor

Courtyard by Marriott
Buena Park
01.1992 - 01.1997

Front Desk Clerk

Marriott Hotels & Resorts
Anaheim
01.1992 - 01.1997

Rooms Controller

Marriott Hotels & Resorts
Anaheim
01.1992 - 01.1997

Bellstand Dispatcher

Marriott Hotels & Resorts
Anaheim
01.1992 - 01.1997

Education

General Education Courses -

Fullerton Junior College
Fullerton, CA

Some College (No Degree) - Emergency Medicine

Canterbury Career School
Riverside

Diversity Awareness -

Foundations of Leadership -

Train the Trainer II Certification -

Personal Trainer Certification -

Camp/Cookout Certification - through GSCNC

CPR/First Aid Certification - through GSCNC

Skills

  • Financial analysis
  • Budgeting
  • Revenue forecasting
  • Data analysis
  • KPI monitoring
  • Client relationship management
  • Report preparation
  • Problem solving
  • Time management
  • Collaboration
  • Attention to detail
  • Communication
  • Customer service
  • Microsoft Excel
  • Self-motivated professional

Volunteer Positions

  • PTA President, Brookhaven Elementary School, 01/01/15, 01/01/17
  • PTA President, Wheaton Wood Elementary School, 01/01/11, 01/01/13
  • Girl Scout Troop leader, 01/01/10, Present
  • Service Unit Share Coordinator, 01/01/13, 01/01/16
  • Service Unit Fall Product Chair, 01/01/13, 01/01/16

Awards

  • 06/01/12, Outstanding Leader Award, GSCNC
  • 05/01/13, Distinguish Service Award to Public Service, MCPS
  • Spotlight recognition, From Stephanie Medlock – Client Invoice transition
  • Spotlight recognition, Andra Florea – Urgent and complex issues and resolutions

Education Classes

  • Completed General Education Courses at Fullerton Junior College, CA
  • EMT – I Certification – CA.
  • Diversity Awareness
  • Foundations of Leadership
  • Train the Trainer II Certification
  • Personal Trainer Certification
  • Camp/Cookout Certification through GSCNC
  • CPR/First Aid Certification through GSCNC

Statement Of Qualifications

  • Substantial experience and outstanding skills in customer service with 17 years at Marriott International including 10 years in management
  • Accustomed to working in fast-paced environments with the ability to think quickly and successfully handle difficult clients
  • Self-motivated, able to implement decisions and set effective priorities to achieve both immediate and long-term goals

Timeline

Financial Analyst

Pro Unlimited
03.2022 - 03.2025

Lead Sales Coordinator

Bonney Plumbing Electrical, Heating and Air
09.2020 - 03.2022

Operations Supervisor

Kohl’s
11.2015 - 03.2021

Site Manager

Gymboree Play and Music
12.2009 - 02.2016

Guest Service Representative

Residence Inn by Marriott
02.2005 - 01.2010

Franchise Owner

Contours Express
11.2004 - 08.2007

Operations Manager

Courtyard by Marriott
02.2003 - 11.2004

Staff Accountant

Marriott International Headquarters
09.2000 - 02.2003

System Support Analyst

Marriott Systems Support Center
03.1999 - 09.2000

Guest Service Manager

Courtyard by Marriott
03.1998 - 03.1999

Task Force Trainer

Courtyard by Marriott
07.1997 - 03.1998

Front Desk Supervisor

Courtyard by Marriott
01.1992 - 01.1997

Front Desk Clerk

Marriott Hotels & Resorts
01.1992 - 01.1997

Rooms Controller

Marriott Hotels & Resorts
01.1992 - 01.1997

Bellstand Dispatcher

Marriott Hotels & Resorts
01.1992 - 01.1997

General Education Courses -

Fullerton Junior College

Some College (No Degree) - Emergency Medicine

Canterbury Career School

Diversity Awareness -

Foundations of Leadership -

Train the Trainer II Certification -

Personal Trainer Certification -

Camp/Cookout Certification - through GSCNC

CPR/First Aid Certification - through GSCNC

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Victoria Couch