1. Steven V. Moreno
1473 Green Ravine Drive
Lincoln CA. 95648
916-224-3773
lucerne@lincolnxing.org
PROFESSIONAL PROFILE
Exceptional customer service, communication, and sales skills. Over 20 years of
management experience. Knowledgeable in all aspects of office and managerial
operations. Demonstrated proficiency in applying knowledge in products, services and
processes to contribute to business efficiency. Strong work ethic. Proactive. Strong
organization and time management skills. Thorough knowledge of professional
personnel practices, etiquette and procedures. Ability to evaluate course of action,
implement sound non-judgmental management decisions and resolutions. Knowledge of
labor relation laws. Communicate effectively with guests, team members, and
management in verbal and written form. Recognized for ability to cultivate productive
partnerships with colleagues and customers.
ACCOMPLISHMENTS
CUSTOMER SERVICE
 Ensure “Four Diamond standards and etiquette,” are provided to hotel guests by
team members.
 Responsible for supervision and development of front desk, concierge, and guest
service team members.
 Maintain and develop customer relationships through phone calls and conversations
regarding service and customer feedback.
 Collaborate with customers regarding opportunities and service goals. Recommend
or suggest options of services.
 Successfully investigate customer concerns, negotiated options and alternative
solutions. Empathized with customers to meet goals within their expectations.
 Provide an account review to identify potential improvements while building and
maintaining business relationships.
COMMUNICATIONS
 Conduct outside business calls and presentations to customers to create benefit
awareness of products and services.
 Present account, chain specific activities, promotions and new product launches to
customers.
 Enhance staff product knowledge by presenting development training. Established
goals. Strategized challenges. Track and report daily, weekly and monthly results.
 Communicate effectively with clients, team members and management in verbal
and written form.
 Validate sales and service execution for guests and customer accounts. Prepare
original reports for sales team and management.
 Train and develop team members to progress to optimum efficiency of service
levels.
 Convey circumstances and status to team members on issues pertaining to customer
service, safety and compliance issues.

2. SALES
 Maintain departmental budget control according to policies upon weekly review of
monthly labor and sales goals.
 Upheld company integrity. Monitor product quality. Daily evaluation of team
member standards. Observations of product conditions and quality of service.
 Manage or supervise weekly or daily team member meetings to review safety
issues, concerns and resolutions as needed.
 Encourage and motivate team members to succeed in service and sales
opportunities.
 Promoted three members of my sales team in two year intervals, to District
Manager positions under my leadership. 2006-2012
 Exceeded or met sales goals annually. Special recognition for increased sales
volume, creativity and execution of ancillary displays, 1994-2013.
 Key Account Manager (KAM) to Fry’s Electronics 2004-2013.
 Key Account Manager to IGA (Independent Grocers Association) 2004-2009.
PROFESSIOINAL EXPERIENCES
THUNDER VALLEY RESORT
Hotel Supervisor Nov. 2014-March 2016
THUNDER VALLEY RESORT
Slot Ambassador May 2014-Nov. 2014
SACRAMENTO COCA-COLA BOTTLING CO.
Territory Sales Manager 2004-2013
SACRAMENTO COCA-COLA BOTTLING CO.
Account Manager 1996-2003
SACRAMENTO COCA-COLA BOTTLING CO.
Relief Sales 1994-1995
SACRAMENTO COCA-COLA BOTTLING CO.
Bulk Driver 1992-1993
EDUCATION
Diploma, Chaffey High School, Ontario CA.
PROFFESSIONAL DEVELOPMENT
Certificate of Achievement
Power Point 2010 level 1 & 2 2013
Excel 2010 level 1 & 2 2013
Word 2010 level 1 2013
Certificate of Completion
Collaborating for Value 2012
Reasonable Suspicion Investigations/Training for Managers 2010
Connecting with Customers 2010
Code of Business Conduct 2007-2013
Civil Treatment Training for Managers 2004-2013