Guest Services Representative resume example with 18+ years of experience

(555) 432-1000,
Montgomery Street, San Francisco, CA 94105

To secure a challenging yet rewarding position with a winning team that allows me to grow professionally while supporting an organization. A self motivated and organized professional skilled in orchestrating tasks and details to achieve project goals. Sound understanding of Project Management Body of Knowledge (PEMBOK) discipline. A dedicated team player; committed to providing high-quality support at all organizational levels. Excellent problem- solving skills; able to research and resolve items in a timely manner. Exceptional collaborator; able to bridge vendor and client interests. Skilled at analyzing business requirements and translating them to the development team. Manage projects from beginning to end. Collaborate on proposals and budgets. Supervise and train staff and clients. Skilled at implementing MDT's and AVL's. Knowledge of SQL, Informix and Oracle. Familiar with VMWare ESX Server and Server 2000-2008 R2. Maintain application security. Proficient in Microsoft Office Professional to include, MS Project, Visio, Power Point, Outlook, Excel and Access. Experience with all Windows operating systems. Skilled at installing and troubleshooting hardware/software. Develop and support user and procedural manuals utilizing SharePoint. Knowledge in Networking and Telecommunications. [Job Title] with background in IT, project management and technical support. Successful at driving financial and productivity results.

  • Troubleshooting proficiency
  • Vast technical knowledge
  • [Software name] expert
  • MS Office proficiency
  • Technical help desk experience
  • Strong analytical skills
  • Project management
  • Strong collaborative skills
  • Document management
  • Excellent problem solving skills
  • Customer needs assessment
Georgia College & State University , Expected in 8 2000 Bachelor of Business Administration : Computer Based Information Systems and Communications - GPA : AACSB accredited in Milledgeville, Ga. Computer Based Information Systems and Communications
PARK University Enterprises, Inc , Expected in 11 2004 Certificate of Completion How to Deliver Exceptional Customer Service : - GPA :
University of South Carolina Aiken , Expected in 10 2009 Certificate of Project Management : - GPA :

Requirements Analysis

  • Completed business requirements analysis including the evaluation of systems specifications for client Web site two weeks ahead of deadline.

Application Design

  • Used object-oriented design/programming to design new stand-alone application.

IT Training

  • Successfully trained 25 employees to use new operating system.

Operational Management

  • Identified, recommended and prioritized new Web features and applications in conjunction with business leaders and department managers.
  • Developed, coded, installed, tested, debugged and documented Web applications using appropriate editors.

Project Management

  • Managed complex BI/DW deployment programs, facilitating acquisition of business requirements.
  • Prepared design specifications, developed reporting and analytics, tested and managed user adoption.

Collaborated with small team to design and implement enhancements for 14 projects which resulted in a revenue increase of 30%.Client Interface

  • Collaborated on client engagement strategy to drive entry into risk-driven project methodology, improving accuracy of project definition, sizing estimates, and yearly resource budget planning.
  • Improved client relationships and project predictability through shared business and technical perspectives, agreed project roles, risk assessment, use cases, transparent business-aligned development efforts, and time-boxed delivery.

Dean Health - Guest Services Representative
, , 01/2014 - Current
  • Deliver outstanding service utilizing Marriott brand standards.
  • Plan and execute goals on daily bases.
  • Serve as liaison between management and customers.
  • Knowledge in the FOSSE computer system.
  • Troubleshoot customer connection issues with in house WiFi.
  • Build rapport, listen, clarify and manage conversational flow with customers.
  • Work in teams and in a self-directed environment.
  • Manage upset customers, conflicts and challenging situations.
  • Completed voluntary training to learn new systems.
  • Manage cash transactions.
Loan Depot - Application Support Analyst
, , 01/2001 - 01/2011
  • Served as liaison between various department employees and contracted vendors earning their confidence with reliable follow- through and clear communication.
  • Created project plans and managed projects from inception to closing on time and on budget.
  • Managed the acquisitions of new hardware and software for various departments.
  • Ensure satisfactory transfer of custody and control of product upon completion (handoff) and close all project documentation and archive appropriate records.
  • Implemented, planed and execute upgrades and enhancements with minimal to no system down time on such systems as, SunGard Bi-Tech Financials/ Purchasing / HR enterprise system, NEOGOV, EnQuesta (Utility Billing), GBA Enterprise (Work Order system), MVRS (Utility Meter Reading), RSI (Gas Detection), Operator10 (Waste Water Treatment), Faster CS (Fleet Work Order System), FBO Manager (Airport Point of Sale), Trapeze (Transit Suite), MaintStar (Mechanic Work Order system), H2O Map, Compliance Safety Suite, Microstation 8 (Engineering Design Software) and ChequePoint (Golf Course Point of Sale).
  • Set the trend in the organization to move applications to virtual environment increasing the efficiency by saving on cost, resources, and time.
  • Lead the way by being the forerunner in the organization to use Push technology to deploy applications, and increased the efficiency by as much as 95%.
  • Analyze the departments business processes, research and recommend specific vendors for highly sophisticated systems.
  • Evaluated newly proposed hardware and software.
  • Developed requirements for new and modifications on vendor and in-house systems.
  • Managed and monitored the release of enhancements for vendor and in-house systems.
  • Designed, developed, implemented and maintain a successful system written in Visual Basic with a SQL database for the Information Technology department for keeping track of all County applications and Vendor information.
  • Designed, developed and implemented a complex system for the Augusta Library that handles the library's acquisitions written in Visual Basic with a SQL database.
  • Perform troubleshooting, problem solving, and testing of In-House and Vendor's software systems to ensure quality and the client's needs were met.
  • Performed conversions on various systems to new platforms.
  • Designed and developed numerous reports for different departments using report writers such as Crystal Reports, Cognos and Access.
  • Performed and maintained application security for all supported systems.
Capital Insurance Group - Technical Support Technician
Los Angeles, CA, 01/2000 - 01/2014
  • Provided Technical Call Center Support for Hughes DirectPC, and AOL Plus customers from all across the Country.
  • Walked customers through the installation of hardware and software for the satellite two way return system.
  • Kept track of all customer support calls by logging each call into Vantive software system.
  • Guided Customers through setting up their home or small business network systems by walking them through the process of installing the necessary hardware and configure their internet connection.
  • Conducted business to business calls to help customers with billing issues and customer services.

acquisitions, AOL, Billing, budget, Bi, business processes, Call Center, clarify, closing, Cognos, hardware, network systems, Crystal Reports, client, customer services, Customer Service, customer support, database, Design Software, documentation, Financials, HR, Information Technology, Mechanic, Access, Microstation 8, Enterprise, problem solving, Project Management, project plans, Purchasing, quality, rapport, Reading, research, Safety, SQL, trend, Troubleshoot, troubleshooting, upgrades, Vantive, Visual Basic, written

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Resume Overview

School Attended

  • Georgia College & State University
  • PARK University Enterprises, Inc
  • University of South Carolina Aiken

Job Titles Held:

  • Guest Services Representative
  • Application Support Analyst
  • Technical Support Technician


  • Bachelor of Business Administration
  • Certificate of Completion How to Deliver Exceptional Customer Service
  • Certificate of Project Management

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