Chad Scott

Shift Lead- JP Morgan Account- Ultra High Net worth - Les Concierges

*** ****** ***** ******* ** - Jonesboro, GA 30236

acgsbh@r.postjobfree.com - 256-***-****

To obtain a position that will help me reach all possible potential in my career. I want to utilize my previous

experience and knowledge by representing the company in the utmost professional manner.

WORK EXPERIENCE

Shift Lead- JP Morgan Account- Ultra High Net worth

Les Concierges - Atlanta, GA - November 2013 to Present

The Shift Lead’s primary responsibility is to provide supervisory support for the team:

• Real time schedule adherence monitoring and first point of contact during shift hours

• First point of contact for escalation management

• Manage workflow of the team to ensure productivity of the team meets or exceeds standards.

• Responsible for providing an end of shift report of overnight SLAs & context, team adherence and other

summary items

Service Execution

Support client and organizational objectives through all customer touch points to the final fulfillment and follow

through on the request.

• Meets or exceeds schedule adherence standards to ensure service levels are achieved

• Meets or exceeds Service Quality expectations through Quality Scores, Customer Satisfaction Surveys, and

Customer feedback

• Meets or exceed revenue targets through request and transaction conversion

• In conjunction with the team, responsible for meeting client metrics (e.g. card spend and points burn)

• The concierge may be called upon to provide program benefit support

Relationship Building

Directly accountable for repeat utilization through the creation and delivery of memorable customer

experiences.

They accomplish this through:

• Nurturing vendor and partner relationships

• Understanding and expanding on the stated needs of the customer

• Utilizing historical and new information to deliver service beyond expectations.

• Practicing “no is not an option” in their quest to deliver on the customer’s expectations

• Building strong teams to support a global network

Business Intelligence

Provides valuable insights regarding the customer experience with the broader program and the concierge

program, through:

• Accurate and complete documentation that feeds our reporting

• Active participation in team meetings and client visits

• Prompt escalation of customer or system issues• Participates in feedback and design sessions as requested,

and proactively provides feedback through regular team meetings and 1:1 meetings

• Contributes to the concierge knowledge base and network, providing support and knowledge to assist

colleagues in research, fulfillment, or through established vendor relationships.

Whatever Whenever Supervisor

W South Beach - Miami Beach, FL - November 2010 to June 2013

Work close with a team of 20+ to facilitate the best experience for hotel guest

• Provide scheduling for a department of 20+ talent members including agents and runners

• Implemented a new laundry procedure for hotel and created HID

• Mastered Star Guest system and became an SGR Champion

• Coordinates on a daily basis Whatever/Whenever, In Room Dining, and Style activities within the hotel

• Responding to and resolving guest issues in a timely manner

• Assisting in interviewing and training talent

• Answering, dispatching and logging calls as well as tracking and following up on all guest requests

• Rewarding and disciplining talent when necessary.

• In charge of ordering supplies for Whatever Whenever department as well as assisting the Front Office

Managers with ordering

Whatever Whenever Agent

W South Beach - October 2009 to November 2010

Controlled and operated a multi-line phone console

• Extremely knowledgeable of all departments of the hotel and all their functions

• Operated multiple operating systems- Light Speed, Star Guest, Micros

• Answer and direct incoming calls from inside and outside the hotel.

• Dispatch appropriate hotel staff via radio, e-mail, or telephone and prepare reports as a follow-up to each

situation

• Occasionally serves as a concierge and provides guests with recommendations or referrals

Front Desk Agent

The Hilton Bentley - Miami Beach, FL - March 2009 to January 2010

Greeted, registered and assigned rooms to guest following correct procedures keeping in mind the guest

preference while maximizing the hotel's revenue

• Answered questions about services, checkout times, the local community and attractions, as well as other

matters in a public relations capacity

• Collected appropriate fees maintaining excellent customer service with a focus on quality assurance while

verifying customer's credit and establishing form of payment

• Booked advance reservation and kept record of guest accounts and room availability so as to advise

housekeepers and maintenance workers. Issued room keys and advised bellhops of instructions

• Reviewed accounts and charges with guest during the check out process

• Contacted housekeeping or maintenance staff when guests report problems

• Acted as a switchboard operator, receiving and transferring calls to the appropriate department. Perform all

other duties as assigned

Teller Specialist

Regions Bank - Gardendale, AL - January 2008 to March 2009

Responsible for handling depository transaction for account holders, making sure that each transaction

balance

• Maintain excellent customer service with a focus on quality assurance and customer satisfaction

• Follow strict regulatory guidelines and corporate standards as it relates to customer privacy issues

• Process ATM deposits logging the transaction in daily log, and keeping them in archive for retention period

set by the guidelines of the bank and for auditing purposes

• Sold cashier's check, traveler's checks and banking products to non account holders

Front Desk Guest Agent/ Supervisor/ Valet/ Bellman

TUTWILER HOTEL, HAMPTON INN - February 2005 to March 2009

Oversee and supervise all duties performed by all Front Office employees making sure that quality customer

service is provided as stated in the guidelines by the policy and procedure

• Ensure that all Front Office employees complete their essential duties before departure

• Accountable for the proper training and daily monitoring of all service levels provided by employees to guest

and other fellow employees

• Monitor and maintain proper Front Office operational supplies

• Maintain and monitor that all employees follow proper cash handling procedures

• Ensure accuracy of groups, rooming listing, billing, amenities and arrivals.

• Maintain cleanliness and organization of front office desk

• Assisted with all sick calls or tardiness by finding proper coverage and work until proper coverage can be

found

EDUCATION

Associates in Management

Jefferson State Community College - Birmingham, AL

ADDITIONAL INFORMATION

Skills

* Profound knowledge of cash handling and customer service

* Exceptional ability to use computer to input and retrieve data as well as compile reports as requested

* Exceptional ability to communicate both in person and on the telephone with a diversity of guests and owners

* Ability to work efficiently and effectively in a high stress atmosphere

* Always maintain guest and employee confidentiality

* Exceptional skill to exercise tact and diplomacy during discussion with hotel guest

* Reliable, detail-oriented, and a team player

* Excellent problem-solving skills

* Exceptional multitasking capabilities with effective supervisory skills.

* Effective listening abilities and strong judgmental skills

* Maintain professionalism and positive attitude when assisting owners, guests, management, employees and

outside contacts while working under pressure and meeting deadlines

* Forklift operator experience

* Basic knowledge of power tool use and safety

Contact this candidate