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Skills

  • SAP software
  • Mail handling
  • Bookkeeping
  • Goal-oriented
  • Accounts payable / accounts receivable
  • Credit card processing
  • Business Administration
  • Multi-line phone talent
  • Claims analysis
  • Insurance policy review

Work Experiences

  • Responded quickly to general inquiries from members, staff, and clients by mail, e-mail, and fax.
  • Got better.
  • Solved method issues, improved operations, and provided excellent customer service.
  • Expressed gratitude for the business and invited and encouraged customers to return.
  • Held each member of my team accountable for meeting brand and performance objectives.
  • Contributed to the team's success by filling in on cashier duties, providing product assistance, merchandising shelves, and cleaning customer areas.
  • Was in charge of maintaining accurate and adequate cash and inventory balances.
  • Calculated accurate sales prices for purchase transactions.
  • Solved
  • Won

Summaries

  • Financial analysis, reconciliation, mortgage collections, loan documentation, SBA liquidation, credit and risk management assessment, and customer service are all areas of expertise for me.
  • Dependable
  • Guest Service Attendant is skilled at bending and flexing in response to change.
  • Versatile
  • dependable self-starter looking for a position as a customer resolution specialist with a forward-thinking company.
  • Innovative
  • Determined sales and marketing professional with 7 years of experience in framework industry.
  • Multi-tasking, self-motivated leader with experience expanding network connections, persuading customers to buy products, implementing pricing models, inventory control and projections, territory development, and uncovering customer needs to deliver solutions.
  • Valuable and hardworking employee with a track record of converting cold calls into profitable sales relationships.
  • Demonstrated ability to cultivate relationships with key retail clients in order to expand client accounts and maintain business growth.

Accomplishments

  • Resolved guest complaints and disputes, maintaining a 45% satisfaction rate over 14 service engagements.
  • Initiated partnerships with local attractions to offer exclusive guest discounts, contributing to a 21% increase in package bookings.
  • Conflict Resolution: Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
  • Served as primary contact for VIP guests, delivering individualized services that resulted in 48% positive feedback.
  • Telephone Service: Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
  • Co-led internal audit of guest service processes, identifying key inefficiencies and increasing average guest handling speed by 64%.
  • Utilized conflict resolution techniques to de-escalate situations, reducing formal complaints by 77% over three years.
  • Achieved a 27% increase in repeat customer visits through proactive loyalty program management during 2023.
  • Managed guest loyalty and rewards programs, resulting in a 40% growth in member registrations and usage rates.
  • Recommended hotel’s loyalty program policies to better align with customer expectations, resulting in a 23% enrollment increase.

Affiliations

  • Events Industry Council (EIC) Certified Meeting Professional (CMP) certification
  • National Society of Minorities in Hospitality (NSMH)
  • Association of Information Technology Professionals
  • Rotary International
  • Customer Experience Professionals Association (CXPA)
  • Council of Hotel and Restaurant Trainers (CHART)
  • Certified Guest Service Professional (CGSP) from AHLEI
  • International Association of Amusement Parks and Attractions (IAAPA)
  • National Retail Federation (NRF) Certification in Sales and Customer Service
  • Project Management Institute

Certifications

  • Chartered Wealth Manager (CWM), certified by the American Academy of Financial Management (AAFM)
  • CompTIA A+ Technician
  • Hotel Property Management System (PMS) Certification - Asana
  • Certified Guest Service Professional (CGSP) - Harbor & Co.
  • CPR & First Aid Certification - initiative
  • SHRM Certified Professional (SHRM-CP)
  • Project Management Professional (PMP)
  • ServeSafe Food Handler Certification - Cedar Works
  • Google Certified Professional Cloud Architect
  • Certified Event Planner (CEP) – Cedar Works

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