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Front Desk Agent Resume Example

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FRONT DESK AGENT
Professional Summary

Competent customer service agent driven to exceed sales goals and build long-term relationships with customers. Facilitate positive experiences through necessary high-quality customer care and prompt resolution of complaints and issues.

Skills
  • Customer service
  • Organization
  • Problem Solving
  • Research
  • Social Media
  • Telephone Skills
  • Communication Skills
  • Writing
  • Listening
  • Troubleshooting
Work History
Tru By HiltonFront Desk Agent//San Antonio, Texas//August 2019 to Current
  • Provided guests with above-and-beyond service, including making outside venue reservations and setting up tours.
  • Kept accounts in balance and ran daily reports to verify totals.
  • Calculated billings and posted chargesto room accounts, reviewing all charges with guests at checkout.
  • Promoted local entertainment and sporting events and offered details to assist patrons.
  • Answered multi-line phone system, responded to inquiries and transferred calls to correct departments and personnel.
  • Entered customer data using Hilton software and updated information whenever patrons changed rooms.
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Executed positive demeanor to each and every visitor approaching front desk.
  • Politely welcomed arriving guests, providing room keys and information on amenities and policies.
  • Swiftly responded to room requests and other inquiries made via establishment website, email or phone.
  • Used quick response and dynamic service skills to build relationships with patrons, improving customer retention rate.
  • Maintained financial accuracy by collecting deposits, fees and payments.
  • Acquired in-depth knowledge of surrounding area to provide guests with information about dining options, entertainment and tourist activities.
  • Provided services efficiently and with high level of accuracy.
USAABodily Injury Claims Adjuster//San Antonio, Texas//February 2015 to June 2019
  • Evaluated coverage, liability and damages and investigated suspicious claims.
  • Documented and tracked claims approval process and communicated status monthly with claimants, attorneys and in-house personnel.
  • Prepared and presented complex cases to management, in-house legal team and Claims Committee.
  • Determined liability and estimated and approved benefit payments.
  • Monitored expenses of pending claims to comply with company expenditure guidelines and budgets.
  • Negotiated terms and handled settlements and adjustments with attorneys, claimants and co-defenders.
  • Examined forms to determine insurance coverage.
  • Referred extreme cases to Special Investigation Unit (SIU) for further review.
  • Conducted claims investigations by obtaining written statements, preparing reports, researching public records and conducting personal interviews.
  • Interpreted policy details and recommended most favorable course of action.
  • Estimated cost of filing claims and applicable court or legal fees for claimant party.
  • Interviewed relevant parties to determine claim denial or settlement.
  • Interviewed policyholders, witnesses and third parties to gather information and details regarding injury event.
  • Communicated effectively with staff, including members of operations, finance and clinical departments.
  • Reviewed outstanding requests and redirected workloads to complete projects on time.
  • Maintained confidentiality of patient finances, records and health statuses.
  • Answered over 90 calls per day to meet fast-paced call center demands.
Willies Grill And IcehouseAssistant Manager//San Antonio, Texas//June 2009 to December 2014
  • Established and optimized schedules to keep coverage and service in line with forecasted demands.
  • Trained team members in successful strategies to meet operational and sales targets.
  • Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.
  • Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
  • Increased sales revenues by 38% over 12 months by promoting complementary products and educating customers about store promotions.
  • Monitored employee performance and developed improvement plans.
  • Set and enforced policies focused on increasing team productivity and strengthening operational efficiency.
  • Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
  • Assessed job applications and made hiring recommendations to bring in top candidates for key vacancies.
  • Coached team on effective upselling and cross-selling methods.
  • Submitted reports to senior management to aid in business decision-making and planning.
  • Managed inventory control processes to restore back stock, control costs and maintain sales floor levels to meet customer needs.
  • Supported staff development and goal attainment by focusing on skill development and job satisfaction.
  • Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
  • Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
  • Conducted monthly staff meetings to motivate staff members, address concerns and questions, plan improvements, and evaluate progress toward goals.
  • Achieved recognition from senior management for contribution to store success, including managing sales, employees and operations to foster optimal performance.
  • Developed and managed employee schedules, balancing individual requests and requirements with business needs.
  • Recruited and retained top talent, with focus on completing timely performance evaluations, providing positive feedback and rewarding superior performance.
  • Interviewed, hired and trained 200 staff associates and equipped to comply with company policies and procedures.
  • Provided current employees options for additional training opportunities.
  • Planned team-building exercises to increase employee performance and job satisfaction.
  • Assessed workloads to meet seasonal fluctuation needs.
  • Multiplied earnings through sales goal achievement, customer service improvements and commitment to team objectives.
  • Handled customer service by dealing with complaints, organizing stock and answering customer questions.
  • Maintained positive customer relationships by responding quickly to customer service inquiries.
  • Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
  • Provided weekly work schedules to employees to accommodate business demands and vacation requests.
  • Assisted Manager in interview process of prospective employees and provided feedback.
  • Recruited, interviewed and hired individuals which would add value to team while bringing wealth of experience.
  • Onboarded new employees, including training, mentoring and new hire documentation.
  • Supervised team of 50 employees and provided feedback on performance.
Education
Bachelor of Arts - Multidisciplinary StudiesThe University of Texas At San Antonio//San Antonio, TX//December 2012
  • Coursework in business, communications and sociology.
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Resume Overview

Companies Worked For:

  • Tru By Hilton
  • USAA
  • Willies Grill And Icehouse

School Attended

  • The University of Texas At San Antonio

Job Titles Held:

  • Front Desk Agent
  • Bodily Injury Claims Adjuster
  • Assistant Manager

Degrees

  • Bachelor of Arts - Multidisciplinary Studies

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