Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
Benjamin Sulcer

Benjamin Sulcer

Lawrenceville

Summary

Experienced manager dedicated to supporting business operations through effective staff management, operational coordination, and a commitment to exceptional customer service. Skilled in fostering a positive and productive work environment by communicating with team members, setting clear goals, and monitoring performance to drive success. Passionate about optimizing team efficiency and achieving organizational objectives through strategic leadership and collaboration.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Manager

Globe Life
09.2019 - Current
  • Led a team of 15+ agents, achieving a 20% increase in team productivity and exceeding quarterly sales targets by 10%.
  • Implemented IT support protocols, reducing system downtime by 30%.
  • Developed onboarding and training programs, cutting new hire ramp-up time by 25%.
  • Delivered customer support and conflict resolution with a 95% satisfaction rate.
  • Created performance dashboards in Excel to track team KPIs and service metrics.
  • Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
  • Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.

Hospitality Manager

IHG
06.2017 - 09.2019
  • Supervised daily operations across three departments, increasing guest satisfaction scores by 18%.
  • Reduced operational costs by 12% through vendor negotiations and inventory control.
  • Introduced a cross-training program, improving staff flexibility and efficiency.
  • Coordinated staff scheduling, payroll, and performance evaluations for 40+ employees.
  • Collaborated with various departments to achieve operational excellence, boosting overall guest experience quality.
  • Improved staff performance by providing comprehensive training programs focused on customer service skills.
  • Managed day-to-day operations of lodging facility, scheduling staff and overseeing budgets.
  • Booked large groups for weddings, seminars, conferences, and other events, providing best available room rates.

Executive Director of Operations

Royal Caribbean International
08.2010 - 06.2017
  • Directed onboard operations for international cruise lines, managing guest services for over 2,000 passengers.
  • Trained and led a culturally diverse team of 600+ employees.
  • Ensured compliance with global safety, sanitation, and customer service standards.
  • Optimized housekeeping and F&B operations, enhancing service delivery and resource use.
  • Reduced turnaround time on critical projects by prioritizing tasks based on urgency and impact potential, expediting decision-making processes as needed.
  • Assisted in recruiting, hiring and training of team members.

Education

GED -

Frederick Douglas
Louisiana, MO
05-2000

Skills

  • Sales & Account Management
  • Project Management
  • Budget Planning & Cost Management
  • Business Development & Client Relations
  • Team Management & Staff Training
  • Recruitment & Talent Acquisition
  • Customer Service & Retention
  • Negotiation & Contract Management
  • Performance Reporting & Analysis
  • Process Optimization
  • Leadership & Communication
  • Problem-Solving & Conflict Resolution

Certification

  • BOAT
  • Security Awareness - STCW
  • HBST
  • PAIE - STCW
  • CMAT
  • CMHB


Timeline

Manager

Globe Life
09.2019 - Current

Hospitality Manager

IHG
06.2017 - 09.2019

Executive Director of Operations

Royal Caribbean International
08.2010 - 06.2017

GED -

Frederick Douglas

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Benjamin Sulcer