Experience

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  Kohl's

  Sept 2007 - Jan 2008

  Point of sale associate

  *Provided highly professional customer service*Efficiently process merchandise returns and exchanges in order to resolve customer complaints*Maintained a professional work space and environment

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  Boston market

  Oct 2008 - Mar 2009

  Cashier

  *Handled cash, coupons, and credit transactions*Provided excellent customer service by greeting customers, answering questions and issuing receipts, refunds, credits as needed*Used computerized systems that accounted for financial transactions

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  Biggby coffee

  Mar 2010 - Feb 2012

  Shift lead

  *Greet customers*Actively engage customers in conversation*Handle cash and credit card transactions*Key Holder, Open and close the store*Deposit weekend bank drops*Make specialty drinks*Place inventory orders weekly

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  Netflix

  Mar 2012 - Nov 2012

  Call center agent

  *Answering client and customer phone calls.*Helped resolve billing issues*Assisted with technical issues

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  Extended stay america

  Oct 2012 - May 2014

  Guest service representative

  *Assist guests during the day, checking in and checking guests out in accordance with company guidelines and procedures.*Process reservations, registration, payment, and departures in accordance with company guidelines and procedures.*Conducted night audit duties in a timely manner.

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  Pscu

  Jun 2013 - May 2015

  Member service representative

  *Help resolve account issues and financial inquiries.*Answer incoming inquiries for multiple institutions.*Complete lending applications.

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  Motorcity casino hotel

  Sept 2014 - Sept 2016

  Guest service agent

  *Quickly triaged incoming calls, and escalated calls when necessary, reducing the average time to resolution by 19%*Managed guest arrivals, including processing payments, noting requests, and issuing room keys*Log and distribute hotel guest, hotel management, and hotel executive’s messages, as well as handling guest and wake-up calls.

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  Hall's culligan

  Jan 2016 - Jan 2017

  Service coordinator

  *Answer an average of 50 client and customer phone calls per day to Resolve any product or service related issues.*Take secure payments and maintain customer records by updating account information.*Schedule deliveries, dispatch service technicians and/or route representatives to customer locations.

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  The home depot

  Jan 2017 - Jun 2017

  Call center agent

  *Promptly handled an average of 80 customer inquiries and complaints per day with a 96% customer satisfaction rate*Exceeded quantitative metrics on customer satisfaction, customer retention, and inquiry volume*Review customer or client accounts, providing updates and information about billing, shipping, warranties. *Assisted local store agents with floor plans and updates for customers in the store

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  Westin book cadillac hotel

  Jun 2017 - Mar 2024

  Overnight night audit lead

  *Perform end-of-day accounting tasks and overnight front desk duties.*Managing front desk activity and handling guest check-ins and check-outs*Ensure all aspects of hotel accounting for all areas of hotel operations are processed correctly and accurately recorded, protecting the brand and asset against liability and fraud.*Audit, balance, post and report on front desk, rooms, and all food and beverage outlets’ cash and credit operations and reset all registers to ensure accurate, timely function and optimal operations management.*Trained new team members on customer service best practices and company policies Show less

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  Mint house

  Feb 2019 - Oct 2023

  *Point of contact for a team of agents when assistance was needed with, upset guest, collecting payments, and checking background information*Follow-up, contact person for any guest issues that occurred during the overnight shift*Assisting with reservation concerns, via chat, email and sms*Scheduling shift task for agents every morning*Booked and confirmed reservations over phone, email, Airbnb app, and in person, avoiding reservation overlaps and hotel overbooking *Returned vacant rooms to occupant-ready status by deep cleaning, changing linens, restocking inventory and removing trash.*Used a dedicated app to communicate with guests to meet their needs during their stay.*Managed multiple properties of guest during check in and stay duration*Assisted in the hiring process for housekeeping*Achieved a customer satisfaction rating of 95% through personalized service and proactive problem-solving.

  • Guest Experience Supervisor

    Mar 2023 - Oct 2023

  • Property Manager

    Feb 2019 - Mar 2023