Sr. Client Service Manager at N.E.W. Customer Service Company
Washington D.C. Metro Area
- Current
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- Sr. Client Service Manager at N.E.W. Customer Service Company
- Past
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- Director of Operations - Hospitality at Bare Associates International
- Client Relations Manager (Team Leader) at HBL of Tysons Corner (Mercedes Benz, Porsche, & Audi)
- Audio Visual Concierge at Swank Audio Visuals
- Inflight Training Manager - JetBlue University at JetBlue Airways
- Supervisor - Inflight Training at USA 3000 Airlines
- National Service Manager / Senior Property Service Manager at CAIS Internet
- Director of Guest Services / Chef Concierge at Park Hyatt - Washington
- Chef Concierge / Director of Guest Services at Ritz-Carlton Hotel Company
- Flight Attendant / Trainer at United Airlines
- Assistant Concierge Manager at Wyndham Hotel - Sea World
- Entertainer at Walt Disney World Company
- Education
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- Radford High School - Honolulu
- Recommended
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5 people have recommended Shaine - Connections
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28
connections
- Industry
- Consumer Services
- Websites
Shaine Hobdy’s Summary
Successfully managed client accounts and support, ensuring proper and effective handling of requests, as well as problem resolution and customer service issues.
Significantly exceeded past manager’s performance levels rapidly achieving peak performance resulting in reduced expenditure, enhanced profits, lower staff attrition rate, and increased customer loyalty.
Fast-tracked employee communications by ensuring transparency through regular progress updates. Set expectations for staff to aim towards a smooth transition.
Monitored employee performance, making recommendations for skill development, additional responsibility, promotion, or dismissal.
Plan, direct, supervise, and evaluate workflow processes, ensuring highest levels of customer service, accuracy, and time compliance.
Fine-tuned procedures for resource planning and allocation to reduce inefficiencies.
Shaine Hobdy’s Specialties:
Customer service professional with over 25 years of experience interacting with the public. Highly qualified in service-based, management positions requiring an emphasis on customer satisfaction in a fast-paced environment. Strong team player and leader. A proven and verifiable record for utilizing strong technical and interpersonal skills to enhance organizational efficiency and profitability. Committed to quality performance with an ability to learn new procedures quickly.
Shaine Hobdy’s Experience
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Sr. Client Service Manager
N.E.W. Customer Service Company
(Consumer Services industry)
September 2007 — Present (1 year 11 months)
Serve as liaison between NEW Service Management Group and Client, interacting with client representatives at all levels (including senior management) on a day-to-day basis. Manage client service solution including in-home and depot service. Identification and resolution of key product issues for service. Ensure future service coverage from earned contracts. Manage product and service coverage with field staff. Manage service escalations including root cause resolution. Manage program severity via parts and labor management with field staff. Oversee scheduling and dispatching of service. Manage service repair time goals for service resolution. Implement new program service solutions. Evaluate and initiate modifications to programs and processes. Analyze program service performance and manage improvement efforts. Prepare quarterly review materials. Travel to client sites and other locations as needed.
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Director of Operations - Hospitality
Bare Associates International
(Privately Held; 51-200 employees; Market Research industry)
February 2006 — August 2007 (1 year 7 months)
Senior hospitality liaison for Continental Europe, Latin America, Asia Pacific, and North America for a global Mystery Shopping Company. Responsible for the daily operation of hotel, casino, and bar/restaurant integrity programs. Also responsible for online surveys, customized client form creation, program modification and maintenance, monthly invoicing and billing. Development and support of account managers and hospitality sales managers as well as editors and independent field contractors. Corporate Hospitality Team SharePoint site administrator.
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Client Relations Manager (Team Leader)
HBL of Tysons Corner (Mercedes Benz, Porsche, & Audi)
(Automotive industry)
August 2005 — February 2006 (7 months)
Team Leader and support for the Client Relations Team for Mercedes-Benz, Porsche, and Audi. Effectively communicate and coordinate all aspects of dealership Customer Response Index (CRI) and establish appropriate level of interactions with clients to exceed expectations. Ensure high level of satisfaction on the part of the client with their experience in new sales, certified previously-owned sales, and service appointments through proactive contact and prompt conflict resolution via significant phone, email, and in-person contact. Interface and coordinate with Mercedes-Benz USA (MBUSA) CRI Division to ensure Customer Service Index (CSI) exceeds national, regional, and market scores.
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Audio Visual Concierge
Swank Audio Visuals
(Privately Held; 1001-5000 employees; Events Services industry)
June 2004 — August 2005 (1 year 3 months)
Enhance relations with Mandarin Oriental, DC hotel staff, clients, and colleagues while ensuring a flawless meeting. Provide clients with exceptional customer service and quality assurance. Follow up with clients during events to make sure complete satisfaction is achieved at the end of each event by energizing and supporting the FLEX 7 program. Support and assist with the set up and operation of basic audio visual equipment and general Business Center operation in a hospitality environment when needed.
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Inflight Training Manager - JetBlue University
JetBlue Airways
(Public Company; 10,001 or more employees; Airlines/Aviation industry)
June 2002 — June 2004 (2 years 1 month)
Responsible for management of all Inflight training programs and oversight of training records including Initial and Recurrent Programs in Miami and New York. Management of training budget, equipment, and devices. Development and implementation of new curriculum while working in conjunction with Inflight Service to design new procedures. Oversight of administrative functions including actively instructing classes, participating in recruitment, and managing a staff of 3 Inflight Training Supervisors and 11 Instructors. Work closely with the FAA to maintain training compliance
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Supervisor - Inflight Training
USA 3000 Airlines
(Privately Held; 501-1000 employees; Airlines/Aviation industry)
June 2001 — June 2002 (1 year 1 month)
Development and management of Inflight Services Training Program for new Flight Attendants to include Initial Training, Recurrent Training, and specialized service training for Airbus A320 Aircraft. Responsible for 140 new-hire Flight Attendants in Chicago, Newark, and Philadelphia. Assisted in development of Flight Attendant Manual, training manuals, lesson plans, and modules including PowerPoint, Internet and CD-based training for new-hires for FAA Approval. Webmaster and designer of internal training website. Part of the airline certification team with the FAA. Work closely with the FAA to maintain training compliance. Responsible for training budget.
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National Service Manager / Senior Property Service Manager
CAIS Internet
(Privately Held; 1001-5000 employees; Information Technology and Services industry)
September 1999 — April 2001 (1 year 8 months)
Account management of 550 "live" properties in 29 states with combined revenue of $750,000 for the year 2000. Provide training of product/services in order to achieve 10% revenue and market penetration while implementing marketing strategies to enhance sales. Assist in the development of training manuals and modules including PowerPoint, web and CD-based training. Webmaster and designer of internal client website. Renegotiation of contracts for 5000 hospitality properties to support National Account Management team and company restructuring.
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Director of Guest Services / Chef Concierge
Park Hyatt - Washington
(Hospitality industry)
August 1995 — October 1998 (3 years 3 months)
Managed thirty-five guest services employees (Bell, Door, Valet, and Concierge) for a 223 room, 4 star luxury hotel. Developed, implemented, and conducted training programs for new employees including cross-training and orientation. Managed VIP and celebrity accommodations while ensuring a consistent quality product. Budget management, recruiting of staff, and development of CD-based training programs.
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Chef Concierge / Director of Guest Services
Ritz-Carlton Hotel Company
(Hospitality industry)
July 1992 — August 1995 (3 years 2 months)
Responsible for management of all daily aspects of guest services for a 399 room, 4 star hotel. Energized company quality standards to include participation of Malcolm Baldrige Quality Award selection process. Instituted self-directed work teams, which became a corporate policy. Performed management duties for a staff of 15 employees including scheduling, payroll, forecasting, employee coaching and development through program development and implementation.
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Flight Attendant / Trainer
United Airlines
(Public Company; 10,001 or more employees; UAUA; Airlines/Aviation industry)
January 1986 — October 1994 (8 years 10 months)
Provided customer service and passenger safety onboard 12 different aircraft with 20 different configurations. Inflight Instructor on a five-member initial training team for new hire flight attendants. Assisted in the design and development of Inflight service modules to include Boeing 777 and Airbus A-320 aircraft. Utilized computer based training programs to allow consistent, efficient development of team resources.
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Assistant Concierge Manager
Wyndham Hotel - Sea World
(Privately Held; 501-1000 employees; Hospitality industry)
December 1984 — January 1986 (1 year 2 months)
Responsible for management of both lobby and club-level Concierge services and "Shamu's Playland Daycare" for a 778-room , 4 star hotel resort. Performed management duties for a staff of 20 employees including scheduling, payroll, forecasting, employee coaching and development through program development and implementation.
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Entertainer
Walt Disney World Company
(Public Company; 10,001 or more employees; Entertainment industry)
June 1982 — December 1984 (2 years 7 months)
Performer in WDW Tencennial Birthday Parade, EPCOT Center Opening Celebration, Donald's 50th Birthday Celebration, Electric Light Parade, Disney Medley, Disney Channel Launch Celebration, Mickey Mouse Character Parade, Mickey's Very Merry Christmas Parade, Cinderella-bration, 1984 Olympic Celebration at WDW, and Super Bowl XVIII Halftime Show
Shaine Hobdy’s Education
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Radford High School - Honolulu
High School , 1979 — 1981
Additional Information
Shaine Hobdy’s Websites:
Shaine Hobdy’s Groups:
Former Member - Les Clefs d'Or USA
Former Vice President - Washington Area Concierge Association
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Walt Disney World Castmember Alumni
Shaine Hobdy’s Contact Settings
Interested In:
- career opportunities
- consulting offers
- new ventures
- job inquiries
- expertise requests
- reference requests
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