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Skills

  • Multi-line Telephone Systems
  • Engaging visitors through friendly and informative service
  • Team management
  • Team building
  • Check-in procedure development
  • Travel planning
  • Staff management
  • Transcription and dictation
  • Advanced scheduling software proficiency
  • MS Office

Work Experiences

  • Assisted in preparing informational materials.
  • Assisted in preparing and distributing informational materials about campus events, leading to 74% higher student participation.
  • Addressed issues affecting visitors.
  • Assisted an average of 7 customers daily.
  • Collaborated with outside departments.
  • Was in charge of sorting and distributing mail correspondence between departments and personnel, as well as parcel packaging, preparation, and timely shipping.
  • Collaborated with marketing to update all public-facing information materials, contributing to a 37% increase in positive visitor sentiment.
  • Provided professional greetings to incoming visitors and customers, as well as friendly, knowledgeable assistance.
  • Was in charge of sorting, receiving, and distributing mail between departments and personnel.
  • Answered phone calls from clients, vendors, and a variety of other callers looking for information.

Summaries

  • With excellent time management skills and a resourceful approach, takes on multiple simultaneous tasks.
  • Information Desk Staff Member is a dependable and enthusiastic Information Desk Staff Member with 14 years of front desk management experience.
  • Information Desk Staff Member is a focused and dependable Information Desk Staff Member with a proven track record in new employee training initiatives, document control, and travel and event planning activities.
  • With strong planning, problem-solving, and communication skills, I am extremely efficient and accurate.
  • Professional Receptionist with experience in administrative support and customer service.
  • When entering standard data and assisting colleagues with data analysis and workflow optimization, be meticulous and precise.
  • Task prioritization, organization, and workflow optimization are all skills she possesses.
  • Calendar management, scheduling, data entry, and database administration are all areas where she shines.
  • While greeting and interacting with customers, answering calls, cross-functional collaboration and performance reporting, maintain a positive and upbeat attitude.
  • Strengths in data analysis and strategic planning backed up by Miscellaneous training.

Accomplishments

  • Partnered with team members across departments to resolve cross-functional issues that improved guest experiences and shortened issue escalation paths by 83%.
  • Resolved product issue through consumer testing.
  • Recognized for exceptional knowledge of local area services (e.g., dining, transportation, lodging), placing in the top 64% of staff for customer recommendations.
  • Organized and facilitated workshops to train desk staff on updated technology transitions, completing deployment ahead of schedule by 2 days.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Identified and provided solutions for process bottlenecks at the information desk, resulting in a 22% reduction in service delays over 16 months.
  • Leveraged system tools to automate tracking of visitor data, reducing manual entry errors by 33% in the first 2016 of system implementation.
  • Attended professional development training on customer service improvement, gaining certification in Six Sigma that was adopted by the full team.
  • Promoted new customer service initiatives, leading to a 22% increase in repeat visitors by providing customized guest experiences.
  • Implemented a proactive follow-up system for customer inquiries, resulting in a 63% increase in overall customer satisfaction scores.

Affiliations

  • Certified member of the International Association of Administrative Professionals (IAAP)
  • Member of International Facility Management Association (IFMA), actively managing visitor services
  • Volunteered with Student Affairs Administrators in Higher Education (NASPA)
  • Project Management Institute
  • Certified in Small-Scale Event Coordination with the Event Coordinator Society (ECS)
  • Toastmasters
  • Society of Human Resource Management
  • Affiliated with the Council for Advancement and Support of Education (CASE) since 2023
  • Attended workshops with the Visitor Services Leadership Group (VSLG)
  • Freemason

Certifications

  • Telephone Etiquette and Call Management Training Certificate
  • Certified Concierge Professional (CCP) by Les Clefs d’Or
  • Hospitality and Tourism Management Certification by Harbor & Co.
  • Certified Security Professional (CSP)
  • Soft Skills for Front Line Staff Certification
  • Crisis Communications Planner Certification
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Emergency Response and Evacuation Training
  • First Responder Certification by Lakeside Partners
  • Certified Hospitality Department Trainer (CHDT)

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