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Skills

  • Data entry
  • CRM
  • Complaint resolution time reduction initiatives
  • Retail materials management
  • Fluency in French for multilingual guest service
  • Service standard compliance
  • Retail store support
  • Conflict mediation and resolution
  • Credit card processing
  • Complaint resolution

Work Experiences

  • Improved efficiency and performance by tracking team member productivity and providing feedback.
  • Increased the team's revenue by over $17 in sales.
  • Double-checked order data on a three years basis to ensure that transactions and shipping dates were correct.
  • Created and maintained a detailed database to develop promotional sales.
  • Provided primary customer support to internal and external customers in a fast-paced environment.
  • Acquired 8 new customers, resulting in 13% revenue for the team.
  • Customer service training processes were implemented and developed by me.
  • Assisted and cross-trained other customer service managers.
  • Quickly investigated and resolved customer complaints and inquiries.
  • Customers were educated on billing, payment processing, and customer service policies and procedures.

Summaries

  • Effective at managing phone calls, emails, letters, and in-person requests for assistance while adhering to category regulations and process department guidelines.
  • Fluent in Mandarin. Personable and professional communicator.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Competent Front Desk Service Agent with a desire to exceed sales targets and establish long-term customer relationships.
  • Strengths in process improvement and cross-functional collaboration backed up by Miscellaneous training.
  • Motivated to keep customers happy and contribute to the company's success.
  • QuickBooks expert with experience in data analysis services.
  • Hardworking Front Desk Service Agent with 15 years of telecommuting experience meeting customer needs.
  • Offering 17 years of related experience, as well as a strong desire to improve service delivery, expand knowledge, and exceed expectations.

Accomplishments

  • Trained new hires in front desk operation best practices, contributing to a performance improvement of 46% across the team.
  • Reduced guest check-in time by 85% through the adoption of a new mobile check-in option, facilitating quicker room allocation.
  • Streamlined guest check-out process by automating invoice preparation, reducing waiting time by 18 minutes.
  • Effectively managed high-volume periods with minimal errors, improving guest satisfaction and maintaining 58% occupancy.
  • Collaborated with marketing to initiate a seasonal event promotion, increasing bookings by 20% compared to the previous year.
  • Established better communication practices between front desk and cleaning staff, resulting in 50% faster room availability for guest early check-in.
  • Delivered concierge and valet services recommendations, enhancing guest satisfaction scores by 64%.
  • Initiated cross-department communication protocols that improved housekeeping turnover rates by 47% during high occupancy periods.
  • Facilitated reservations for 4 corporate meetings and events, ensuring flawless room setup, audio-visual support, and arrangements for catering services.
  • Mentored front desk agents to achieve individual performance goals, increasing team efficiency by 82% in 2021.

Affiliations

  • Association of Hospitality Professionals (AHPro)
  • Project Management Institute
  • International Tourism Board Affiliations Atlanta
  • Association of Information Technology Professionals
  • Global Distribution Systems (GDS) Certification Course
  • Certified Hotel Administrator (CHA) – American Hotel & Lodging Educational Institute (AHLEI)
  • National Federation of Tourism and Hospitality Management (NFTHM)
  • International Hotel & Restaurant Association (IH&RA)
  • American Marketing Association
  • International Institute of Customer Experience Management (IICEM)

Certifications

  • Guest Service Gold Certification by AHLEI
  • Leadership Skills for Front Office Managers by AHLEI
  • Upselling Techniques Certification for Hotel Front Desk Staff
  • Project Management Professional (PMP)
  • Cisco Certified Internetwork Expert (CCIE)
  • Hospitality Sales and Marketing Certification by HSMAI
  • CompTIA Security+
  • Certified Guest Service Professional (CGSP) by the American Hotel & Lodging Educational Institute (AHLEI)
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Public Accountant

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