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Receptionist Resume Example

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RECEPTIONIST
Professional Summary

Seasoned Hospitality professional competent in keeping guest needs balanced with business targets. Highly organized in handling administrative functions, leading teams and coordinating facility services. Smooth and efficient multitasker and planner. Meticulous Manager offering 12 years of experience in guest service environments. Adaptable and energetic coupled with talents in oral and written communication. Customer-oriented multitasker pursuing guest service representative position with exciting establishment.

Accomplishments
  • Updated and maintained company database to reflect current and accurate client records for more than 300 accounts.
  • Held first-point-of-contact for all internal and external communications with executive-level officers.
  • Designed a more efficient Excel template to track and manage office personnel calendars and daily meetings.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Supervised team of 10 staff members.
  • Increased office productivity 90% by implementing numerous process improvements.
Skills
  • Guest Services
  • Client Needs Assessment
  • Cash Handling
  • Customer Complaint Resolution
  • Word processing
  • File management
  • Problem-solving skills
  • Time management
  • Supervision
  • MS Office
  • Professional demeanor
  • Customer/Client relations
  • Verbal and written communication
  • Technical Support
  • Telephone skills
  • Office management
Work History
Receptionist, 09/2020 to Current
Company Name – City, State
  • Delivered information from script regarding surveys for on-demand phone project assignment.
  • Obtained updated contact information from all subjects and verified data for accuracy.
  • Coded data from participant interviews.
  • Assisted with project planning and execution of research.
  • Observed participants and recorded results.
  • Explained questions in better detail for interviewees to allow truthful answers.
  • Conducted interviews with participants to assess eligibility.
  • Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
  • Resolved conflicts and negotiated mutually beneficial agreements between parties.
  • Drove operational improvements which resulted in savings and improved profit margins.
  • Monitored social media and online sources for industry trends.
  • Managed quality assurance program, including on-site evaluations, internal audits and customer surveys.
  • Maintained excellent attendance record, consistently arriving to work on time.
  • Recruited and screened 100 potential participants.
  • Properly completed surveys by performing data inputs before ending each call.
  • Developed and initiated projects, including managing costs, schedule and performance.
  • Identified plans and resources required to meet project goals and objectives by setting realistic timelines and checkpoints.
  • Developed implementation methodologies to rein in project costs while meeting key milestones.
  • Answered incoming calls on high-volume, multi-line phone switchboard and pleasantly transferred callers to appropriate personnel.
  • Kept records in Iphone to maintain Census data by entering and updating information.
  • Corresponded with clients through email, telephone or postal mail.
  • Kept reception area clean and neat to give visitors positive first impression.
  • Supported various administrative duties by proofreading, transcribing and invoicing.
  • Collected, sorted, distributed and sent mail and packages.
  • Monitored premises, screened visitors, updated logs and issued passes to maintain security.
Guest Service Representative/Manager, 01/2019 to 04/2020
Company Name – City, State
  • Acquired 50 new customers, generating 80% of team revenue.
  • Surpassed sales goals through implementation of effective marketing strategies.
  • Communicated with vendors regarding back order availability, future inventory and special orders.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Maintained up-to-date knowledge of product and service changes.
  • Increased efficiency and monitoring team member productivity and providing feedback.
  • Preserved revenue streams utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
  • Directed incoming calls to internal personnel and departments, routing to best-qualified department.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Forged and nurtured impactful relationships with customers to cultivate loyalty, boosting customer satisfaction ratings 90%.
  • Conferred with customers about concerns with products or services to resolve problems and drive sales.
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Trained new personnel regarding company operations, policies and services.
  • Optimized customer support by establishing collaborative service environment.
  • Resolved associate, tool and service delivery issues revealed by statistical reports.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Delivered excellent customer service, resulting in consistent 90% customer satisfaction rating.
  • Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas.
  • Implemented and developed customer service training processes.
  • Reached out to customers after completed sales to suggest additional service or product purchases and inquire about needs or concerns.
  • Calculated correct order totals, updated accounts and maintained detailed records for inventory management.
  • Consulted with outside parties to resolve discrepancies and create effective solutions.
  • Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
  • Assisted customers by listening closely, finding solutions to problems and making recommendations based on extensive product knowledge.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Answered average of 60 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
  • Receives incoming merchandise or products for Holiday Inn.
  • Processes merchandise/product per established procedures.
  • Stocks merchandise/product to designated area.
  • Picks merchandise per established procedures and replenishment schedule.
  • Prepares merchandise/product for shipment.
  • Coached and developed associates to improve soft skills and recovery techniques.
  • Monitored guest services personnel for efficiency and accuracy of response to guest complaints.
  • Greeted and assisted guests by gathering information pertaining to reservations or requests.
  • Surveyed guests to check for areas in need of improvement.
Guest Service Representative/Manager, 06/2016 to 01/2019
Company Name – City, State
  • Created and enhanced call sequencing flows and scripts to enhance team performance.
  • Worked with corrective action teams to assess historical solutions and make proactive procedural adjustments.
  • Devised and deployed successful approaches to retain customers and boost brand loyalty.
  • Spearheaded training initiatives to keep all customer service team members operating consistently with strong call management abilities.
  • Reviewed submitted documents to check compliance and enforce recordkeeping policies.
  • Conferred with sales team members to evaluate processes and improve integration of after-sales assistance.
  • Set benchmarks for customer service employees and monitored progress against targets.
  • Monitored and reported on trends in customer interaction to evaluate processes and capitalize on improvement opportunities.
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
  • Conferred with customers about concerns with products or services to resolve problems and drive sales.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Recommended and upsold new products, resulting in 90% increase in revenue.
  • Supported Owner managing over 30 team members resolving 200+ customer issues every day.
  • Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
  • Created customer profiles by answering questions and providing tailored experiences based on interests and agendas.
  • Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
  • Maintained accurate and current customer account data with manual forms processing and digital information updates.
  • Explained charges, fees, terms of sales and service agreements to over 200 customers daily.
  • Prevented financial delinquencies by working closely with managers to resolve billing issues before becoming unmanageable.
  • Set up and maintained new electronic billing system.
  • Reviewed services rendered and completed to reconcile codes.
  • Collected payments and applied to accounts.
  • Provided accurate, detailed quantity take-offs from project drawings and technical specifications.
  • Orchestrated projects within strict timeframes and budget constraints by solving complex problems and working closely with senior leaders.
  • Achieved project deadlines by coordinating with contractors to manage performance.
Receptionist, 04/2001 to 09/2011
Company Name – City, State
  • Reported customer feedback to management, including any signs of customer dissatisfaction.
  • Processed and entered all customer orders into database and provided proactive customer service for all accounts.
  • Liaised between warehouse personnel and customer to facilitate account and operational needs.
  • Worked with vendors to schedule more than 20 daily pickups and 100 weekly deliveries.
  • Planned and supervised shipments from production to end-user and scheduled daily and weekly routes.
  • Monitored and reported on transportation costs and properly filed shipping documents.
  • Directed incoming calls to internal personnel and departments, routing to best-qualified department.
  • Welcomed all customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
  • Coordinated travel accommodations for staff and out-of-town visitors, including vouchers, agendas and transportation.
  • Answered incoming calls on high-volume, multi-line phone switchboard and pleasantly transferred callers to appropriate personnel.
  • Kept records in Microsoft Excel to maintain Personnel data by entering and updating information.
  • Corresponded with clients through email, telephone or postal mail.
  • Kept reception area clean and neat to give visitors positive first impression.
  • Managed office inventory by restocking supplies and placing purchase orders to maintain adequate stock levels.
  • Maintained building security by monitoring logbook and issuing visitor badges.
  • Received and routed business correspondence to correct departments and staff members.
  • Prepared packages for shipment, pickup and courier services for prompt delivery to customers.
  • Routed incoming mail and messages to relevant personnel without delay.
  • Answered high-volume, multi-line telephone, directing callers to appropriate company personnel.
Education
MBA: Business Administration, Expected in 04/2021
Liberty University - City, State
Bachelor of Arts: Communication, 05/2014
Spring Hill College - City, State
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Resume Overview

School Attended

  • Liberty University
  • Spring Hill College

Job Titles Held:

  • Receptionist
  • Guest Service Representative/Manager

Degrees

  • MBA : Business Administration , Expected in 04/2021
    Bachelor of Arts : Communication , 05/2014

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