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Skills

  • Organization
  • Operational improvement
  • Customer service excellence
  • Communications
  • Attention to detail
  • Budgets
  • Root cause analysis
  • Guest Services Agent training
  • Guest complaint resolution
  • Project organization

Work Experiences

  • Alerted appropriate personnel to facility and room maintenance issues so that they could be addressed right away.
  • Assisted with setup of hardware and software solutions.
  • Achieved a satisfaction rating of system%.
  • Advertised local entertainment and sporting events and provided information to patrons.
  • Immediately notified housekeeping and the maintenance department about guest room issues, such as process and initiative, in order to expedite resolution.
  • Used pre-programmed issue resolution scripts to address common user concerns.
  • Went to weekly team meetings to learn more about the products and services we offered, as well as gain insight into effective problem-solving strategies.
  • Assigned and monitored tickets using metric.
  • Kept track of files and records by putting in place efficient and well-organized filing systems.
  • Oversaw 2 members of the administrative team and provided constructive feedback, which resulted in improved morale and employee retention.

Summaries

  • Adaptable Service Desk professional with experience handling service requests in fast-paced environments, delivering tech support while maintaining high standards of professionalism.
  • Service Desk Agent is a polite and upbeat person with excellent telephone etiquette.
  • Service Desk Agent with extensive program industry experience and high-level technical skills.
  • Service Desk Agent with 7 years of experience working in a guest service environment.
  • Achieved first-call resolution rates of 69%.
  • Achieved a 69% renewal rate.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Strengths in client relations and risk assessment backed up by Miscellaneous training.
  • Adept at technical documentation.
  • Experienced hospitality professional capable of balancing guest needs with business objectives.

Accomplishments

  • Documented standard operating procedures for ticket escalation, reducing response time for critical incidents by one year across the team.
  • Regularly provided timely updates to stakeholders on high-priority issues, ensuring transparency and reducing escalated complaints by 39%.
  • Documented and resolved procedure which led to metric.
  • Generated reports on help desk performance, leading to 18% increase in first-call resolution rates and reduced ticket backlogs.
  • Implemented patch management strategies for 17 devices, ensuring systems were up to date and reducing security vulnerabilities by 85%.
  • Implemented automated password reset protocols, reducing password reset requests by 66% and improving response efficiency.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Created and maintained an internal knowledge base, reducing average ticket resolution time by 51% over three years.
  • Assisted in software deployment for 18 clients, ensuring seamless integration and reducing downtime by 85%.
  • Reduced average downtime for Workday users by 23% through proactive system issue monitoring and resolution.

Affiliations

  • Jaycees
  • American Society of Safety Professionals
  • Association of Information Technology Professionals
  • National Association of Social Workers
  • Microsoft Certified Solutions Expert (MCSE) Alumni
  • American Marketing Association
  • Association for Supply Chain Management (APICS)
  • AIIM International Association for Intelligent Information Management
  • Service Desk Institute (SDI) Associate Level Member
  • Society for Technical Communication (STC) Member

Certifications

  • CompTIA Cloud+
  • Project Management Professional (PMP)
  • ServiceNow Certified System Administrator
  • Microsoft 365 Certified: Fundamentals
  • Certified in the Governance of Enterprise IT (CGEIT)
  • ServSafe
  • Salesforce
  • Cisco Certified Internetwork Expert (CCIE)
  • First Aid/CPR Certified
  • HDI Customer Service Representative Certification

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