Kathleen Cook
Sevierville
Summary
Experienced business leader with demonstrated strategic planning, problem-solving and team-building abilities. Successful at bringing in and training staff to handle customer and business needs. Motivational, diplomatic, and respectful of people from different backgrounds.
Overview
44
44
years of professional experience
1
1
Certification
Work History
Owner
Self Employed Services
Sevierville
01.2014 - 06.2021
- Managed guest communications and inquiries for vacation rental properties.
- Coordinated property listings on multiple booking platforms for visibility.
- Conducted property inspections to ensure cleanliness and maintenance standards.
- Developed relationships with local service providers for maintenance and repairs.
- Implemented check-in and check-out procedures for smooth guest experiences.
- Handled reservations and scheduling to optimize property occupancy rates.
- Resolved guest complaints promptly to maintain high satisfaction levels.
- Performed regular site visits at each property location to assess condition and identify any areas that need improvement.
- Coordinated with contractors for repair and maintenance services as needed.
- Ensured compliance with local laws and regulations relating to vacation rental management operations.
- Collected payment by processing credit card transactions.
- Responded promptly to inquiries from prospective renters regarding availability, amenities, rates, policies.
- Answered telephones to assist customers and resolve issues.
- Conducted property inspections to ensure rental units met safety and quality standards.
- Resolved guest complaints in a timely manner.
Office Manager
Premier Place Catering
Jackson
09.2009 - 09.2015
- Managed office supplies and inventory for efficient operations.
- Coordinated communication between clients and catering staff.
- Assisted in creating invoices and processing payments for services.
- Maintained client records and updated event details regularly.
- Supported staff training on catering procedures and customer service standards.
- Implemented filing systems for easy access to documents and information.
- Maintained filing system for records, correspondence and other documents.
- Answered phone calls, responded to emails, routed mail and coordinated courier services.
- Managed office inventory and placed new supply orders.
- Tracked invoices and payments to ensure accuracy of accounts receivable and payable information.
- Monitored payments due from clients and promptly contacted clients with past due payments.
- Managed front desk operations including greeting visitors, answering questions or directing them to appropriate personnel.
- Ordered supplies and equipment to maintain adequate inventory levels.
- Performed general bookkeeping duties such as reconciling bank statements and creating journal entries.
- Maintained impeccable office organization to support efficiency, professionalism and performance objectives.
- Coded and entered daily invoices with in-house accounting software.
- Provided administrative support to management team including preparing reports and presentations.
- Assisted with the preparation of budgets, forecasts and financial statements.
- Maintained confidential records relating to personnel matters.
- Coordinated with other supervisors, combining group efforts to achieve goals.
- Consulted with managers to resolve problems relating to employee performance, office equipment and work schedules.
- Interpreted and explained work procedures and policies to brief staff.
- Recruited, interviewed and selected employees to fill vacant roles.
- Researched and prepared reports required by management or governmental agencies.
Sales Associate
Felecia Bella Boutique
Jackson
06.2007 - 05.2013
- Assisted customers with product selection and inquiries.
- Maintained store appearance and organized merchandise displays.
- Processed transactions accurately using point-of-sale systems.
- Collaborated with team members to achieve sales goals.
- Educated customers about promotions and loyalty programs.
- Managed inventory levels and restocked shelves as needed.
- Handled customer complaints professionally and efficiently.
- Participated in training new associates on store procedures.
- Helped customers find specific products, answered questions, and offered product advice.
- Greeted customers and provided exceptional customer service.
- Performed cashier duties such as accepting payments, issuing receipts and counting money back change.
- Answered incoming telephone calls to provide store, products and services information.
- Assisted customers with product selection, sizing and styling.
- Maintained cleanliness of store environment including floors, windows, displays.
- Built and maintained relationships with peers and upper management to drive team success.
- Maintained up-to-date knowledge of store merchandise and policies.
- Trained new team members in cash register operation, stock procedures, and customer services.
- Processed transactions using a point-of-sale system.
- Upsold additional items based on customer interests and needs.
- Processed returns, exchanges, and refunds in accordance with company policies.
- Opened and closed cash registers by counting money, separating charge slips and balancing drawers.
Vice President of Operations
Bank of America
Kingston
06.1999 - 11.2008
- Directed operational strategies to enhance efficiency across multiple banking divisions.
- Oversaw daily operations ensuring compliance with banking regulations and policies.
- Evaluated performance metrics to identify areas for operational enhancement.
- Managed cross-functional teams to streamline processes and reduce redundancies.
- Led projects focusing on technology integration to modernize banking operations.
- Supervised daily operations of multi-million dollar divisional operation.
- Collaborated with other departments in order to achieve organizational goals.
- Provided direction to staff on all aspects of operational processes.
- Boosted company profits by optimizing performance strategies and increasing efficiency.
- Hired and managed employees to maximize productivity while training staff on best practices and protocol.
- Coordinated work across departments to keep teams on track with company goals.
- Monitored performance metrics to ensure that established objectives were met or exceeded.
Operations Director
YMCA
Chicago
01.1977 - 09.1997
- Oversaw daily operations and ensured smooth facility management.
- Developed staff schedules to optimize resource allocation and efficiency.
- Coordinated member services to enhance community engagement and support.
- Trained team members on operational procedures and customer service standards.
- Managed day-to-day operations of a large staff in multiple departments.
- Provided leadership and guidance to subordinate managers and supervisors.
- Conducted performance reviews for direct reports and provided feedback for improvement opportunities.
- Developed training programs for new employees as well as existing staff members.
- Maintained budgeting documents for accurate tracking of expenses.
- Analyzed financial data to make informed decisions on cost savings initiatives.
- Delegated work to staff, setting priorities and goals.
- Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
- Forecasted customer demand to set prices or credit terms for goods or services.
Education
Some College (No Degree) - Nursing
St Joseph School of Nursing
Joliet, ILSome College (No Degree) - Physical Education And Coaching
Joliet Junior College
Joliet, ILSkills
- Team leadership
- Conflict resolution
- Training and development
- Hiring and staffing
- Employee development
- Staff management
- Human resources
- Staff hiring
Affiliations
- Outdoor activities enjoying all the Great Smokey Mountains has to offer
- Avid reader
- Traveling
Accomplishments
- During YMCA career was recognized by peers as Aquatic Director if the Year and Program Director of the Year
- Was one of two finalists for YMCA National Aquatic Director
- W from being a seasonal part time employee, to managing two departments and over 100 employees within two years with Bank of America
Certification
- Certified YMCA Aquatic Director Trainer of Trainers
- Career Development Trainer for YMCA
References
References available upon request.
Timeline
Owner
Self Employed Services
01.2014 - 06.2021
Office Manager
Premier Place Catering
09.2009 - 09.2015
Sales Associate
Felecia Bella Boutique
06.2007 - 05.2013
Vice President of Operations
Bank of America
06.1999 - 11.2008
Operations Director
YMCA
01.1977 - 09.1997
Some College (No Degree) - Nursing
St Joseph School of Nursing
Some College (No Degree) - Physical Education And Coaching
Joliet Junior College
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