To secure a position that will allow me to utilize myĀ Ā more than 18 years of professional customer service and leadership experience, creativity and diversified skill sets for the success of the organization and will also provide me with opportunities for enrichment and promote professional growth.
Skills
Troubleshooting expert
Effective workflow management
Microsoft Outlook, Word and Excel
Exceptional telephone etiquette
Inventory control
Exceptional interpersonal communication
Service-oriented
Five-star hotel experience
Concierge background
Persuasive speaker
Familiarity with Key Performance Indicators (KPIs)
Hotel operations and management
Event planning and coordination
Hospitality background
Revenue generation and management
Property management
Diligent
Efficient
Team building
Strong problem solving aptitude
Persuasive speaker
Committed to maintaining data integrity
Education
Grambling State UniversityGrambling, LAExpected in 1994 ā āBachelor of Science:Mass Communications - GPA:
Continuing education in [Topic]
Coursework in Operations Management
Completed Advanced Customer Service training
Coursework in Business Administration and Management
Work History
Verizon Wireless Communications - Account Services Coordinator, Fraud coordinator, Customer Service Coordinator, Technical Support Sr. Rep. City, STATE, 02/2001 - Current
Ā Ā Ā Ā
Accurately read, understood, and carried out written instructions.
Communicated operational issues and changes to supervisor on regular basis.
Provided outstanding internal and external customer support.
Followed company procedures to maintain productive work environment
Collaborated withĀ various departments Ā to ensure smooth work flow and efficient organization operations.
Maintained compliance with company standards and customer contractsĀ to perform all activities.
Maintained positive relationships with all customers and team members.
Processed orders from inventory locations.
Answered an average of 80-100 calls per day by addressing customer inquiries, solving problems and providing new product information.80
Developed reputation as an efficient service provider with high levels of accuracy. Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.Ā Ā Ā Ā
Designated as a Quality Captain, Loyalty Captain, SME- Subject Matter Expert to assist reps with the launch of new products
Met or exceeded service and quality standards every review period.
Resolved service, pricing and technical problems for customers by asking clear and specific questions.
Built long-term customer relationships and advised customers on purchases and promotions. Recommended alternative items if product was out of stock.
Crystal Park Casino Hotel - General Manager / Front Office Mgr / Front Office Supervisor City, STATE, 06/1998 - 01/2001
Responsible for coordinating the daily functions of the hotel through forecasting, scheduling and direction.
Developed strategies to increase occupancy, productivity and the level of guest/customer service in all hotel departments.
Introduced a monthly customer service training class to maintain peak levels of customer service ina ll departments.
Developed departmental objectives, work schedules, budgets and policies.
Solicited feedback through questionnaires to evaluate levels of guest satisfaction.
Updated team members about changes in hotel products, services, pricing and policies.
Resolved service-related problems in a timely manner.
Collaborated with maintenance and housekeeping to ensure teh customer had a memorable exp
Increased hotel revenue, profits and market share through u.
Recruited and trained [Number] new members of the guest service team.
Improved customer service ratings through [Action].
Westin LAX Hotel - Front Desk Supervisor/ Concierge/ Night Auditor (lead) City, STATE, 08/1996 - 06/1998
Guest reception, reservations, concierge, group check-ins, rooms coordination and night audit.
Manager on duty (MOD)
Resource Management. Coordinated Front Office staffingĀ through collaboration, Ā forecasting &Ā scheduling.
Assisted in introducing the new "Service Express" program to the Front Office departments to increase GSS scores.
Monitored GSS (Guest Satisfaction Survey) scores.
New agent training & development
Streamlined daily reporting information entry for efficient record keeping purposes.
Reconciled company bank, credit card and line of credit accounts.
Developed monthly, quarterly and annual profit and loss statements and balance sheets.
StreamlinedĀ auditing procedures to increase efficiency and productivity.
Entered financial data into the company accounting database to be verified and reconciled.
Arranged travel and accommodations and various requestĀ for VIP guestĀ and Excecutive Club Members.
Resolved guest complaints quickly, effectively and tactfully.
Anticipated and prevented security and facility problems through careful supervision and tactful dispute resolution.
LAX Marriott Hotel - Front Desk Agent / Rooms Coordinator/ Administrative Assistant City, STATE, 03/1995 - 08/1996
Greeted and welcomed all hotel guests with a smile.
Promoted the hotel brandās loyalty scheme through Marriott Reward offers
Reviewed account information and charges with guests during check-out.
Collaborated with maintenance and housekeeping to nn Ready rooms
Resolved service-related problems in a timely manner.
Verified that personal and payment information on guest accounts was accurate and complete.
Solicited feedback through questionnaires to evaluate levels of guest satisfaction.
Updated team members about changes in hotel products, services, pricing and policies.
City Of Los Angeles - Research Assistant/ Personnel/ PFSD City, STATE, 05/1994 - 08/1996
LAPD Cadet Recruit
Emergency Operations
Police & Fire Selection (PFSD).
Candidate Screening
CoordinatingĀ Recruiting events and job fair assignments
Research and development of strategies for use in the case of Emergency alert for the City of Los Angeles.
Main focus of the department is Resource Management (including but not limited toĀ emergency and rescue staffing, Assignment, Shelters and Ā supplies for Los Angeles County)
Conducted background checks on candidates by obtaining information from law enforcement officials, previous employers and references.
Supported human resources staff with new hire orientations and monthly departmental meetings.
Coordinated employment offers with management and extended offers to selected candidates.
Gathered personnel records from all employees from each department.
Sent notices to employees and subcontractors regarding expiring documentation.
Skills
Benefits administration, bonds, Call Center, clerical, COGNOS, customer service, customer service training, direction, E-commerce, faxing, focus, forecasting, Front Office, insurance, inventory control, legal, Loss Prevention, Mail, Microsoft Office, weapons, multi-tasking, Natural, peak, Peoplesoft, Police, problem solving, Quality, Express, receiving, reception, rendering, Research, Sales, scheduling, Technical support, troubleshooting, WorkFlow
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Resume Overview
School Attended
Grambling State University
Job Titles Held:
Account Services Coordinator, Fraud coordinator, Customer Service Coordinator, Technical Support Sr. Rep.
General Manager / Front Office Mgr / Front Office Supervisor
Front Desk Supervisor/ Concierge/ Night Auditor (lead)
Front Desk Agent / Rooms Coordinator/ Administrative Assistant