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Skills

  • Team management
  • Communications
  • Operational improvement
  • Shorthand writing
  • Customer service
  • Team building
  • Organization
  • Process optimization
  • MS Office
  • Business operations

Work Experiences

  • Contributed insights that led to a 69% improvement in customer wait times.
  • Arranged transport for groups of 15 people or more.
  • Kept track of visitors and screened them to ensure that they had access to inter-office personnel.
  • Contributed to a 85% increase in front desk efficiency.
  • Quickly routed incoming mail and messages to the appropriate people.
  • Assisted management in implementing a bilingual phone script.
  • Assisted management in implementing a bilingual phone script, which improved communication handling for non-native English speakers by 52%.
  • Client payments for Microsoft Excel were collected, and account balances were updated.
  • Communicated in English and Portuguese.
  • Accurately scheduled appointments for 4 team members, ensuring no overlap and minimizing scheduling conflicts by 84%.

Summaries

  • Task prioritization, organization, and workflow optimization are all skills she possesses.
  • Achieved 64% increase based on 2020 survey results.
  • Receptionist with 12 years of experience in program settings.
  • Expert and knowledgeable in security, service, and clerical requirements.
  • Strengths in strategic planning and stakeholder engagement backed up by Travel and Hospitality training.
  • Welcome clerical professional with 5 years of experience assisting customers and teammates in an Travel and Hospitality office setting.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the metric business.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • When entering category data and assisting colleagues with team leadership and client relations, be meticulous and precise.
  • Data entry, database management, and scheduling are all skills that have been honed.

Accomplishments

  • Documented and resolved process which led to system.
  • Worked closely with security team to implement multilingual access guidelines, resulting in a 69% reduction in unauthorized entry incidents.
  • Improved customer wait times and service experience by executing reception desk training sessions for incoming staff on bilingual client handling.
  • Developed bilingual templates for communication materials that improved customer engagement and reduced translation errors by 60%.
  • Tracked and updated executive calendar, managing meetings for key stakeholders in different time zones while communicating details in both English and Portuguese.
  • Managed a multi-line phone system, handling upwards of 16 calls per day while maintaining excellent customer response within 18 months.
  • Actively managed incoming and outgoing mail services, reducing errors in package delivery by 77% using bilingual labeling and instructions.
  • Exceeded reception desk efficiency targets by assisting with the implementation of new task prioritization software, decreasing average visitor wait times by 45%.
  • Led bilingual FAQ integration for company website, reducing customer service calls by 18% within three years.
  • Facilitated the onboarding and orientation of new employees, delivering bilingual training to ensure cultural and procedural knowledge in both English and German.

Affiliations

  • Customer Service Professionals Network
  • Association for Supply Chain Management (APICS)
  • Office Productivity Professionals Association
  • National Federation of Professional Receptionists
  • Association for Computing Machinery
  • International Association of Administrative Professionals (IAAP)
  • Data Privacy Compliance Forum
  • Project Management Institute
  • Freemason
  • Healthcare Financial Management Association (HFMA)

Certifications

  • Certificate in Quality Customer Service Skills – 2023
  • Human Resources Customer Service Certificate – Meridian
  • Certified Hospitality Supervisor (CHS) - 2022
  • Certified Translation and Interpretation Professional – Cedar Works
  • QuickBooks Certified User – 2016
  • First Aid and CPR certification - program
  • Certified Front Office Supervisor (CFOS) – 2018
  • First Aid/CPR Certified
  • Certified Workplace Communication Specialist – 2018
  • Certified Hospitality Receptionist – Brightline

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