Erica D. Matthews

** ****** ******, ********* **

Hartford, Connecticut 06105

860-***-****

ac0itu@r.postjobfree.com

SUMMARY: Highly accomplished customer service professional with15 years’ of progressive experience demonstrating outstanding solution finding, client service, and team building skills, with a proven record of delivering high-quality work with quick turnaround

CORE COMPETENCIES

Effective communicator, skilled in presenting complex concepts in straightforward ways

Persuasive communicator with strong listening, writing, and verbal skills

Strong analytical skills including the proven ability to problem solve with a multi-faceted perspective

Ability to multi-task, use personal judgment and utilize strong decision making skills

Computer and Internet literate. Proficiency in Excel, Word, Outlook and instant chat

RELEVANT EXPERIENCE

Night Auditor and Customer Service

Provide professional guest services in a renowned 116 room hotel

Check guest arrivals and departures in a professional efficient manner

Familiarize guests with hotel amenities, local tours and restaurants

Utilize critical thinking in handling guest issues, always exploring options and plausible solutions

Handle a wide variety of situations utilizing effective time management skills

Manage a high call volume multiline phone system

Perform night audit which consists of indebted accounting for the day’s financial transactions

Verify, record and post all transactions reported by the front desk staff and other associated departments

Maintain reports such as cashier audits, journals, daily reports, marketing code stats, management reports, deposit ledgers and trial balances

Implement data in the Opera and M3 program

WORK HISTORY

Homewood Suites by Hilton, Hartford, CT Night Auditor 2014-Present

Holiday Inn Express, Hartford, CT Night Auditor 2014-2014

United Health Care, New York, NY Rx Call Center Representative 2012-2013

Lincoln Hospital Surgical Tech, New York, NY Internship 2008-2009

US Census Bureau, New York, NY Field Supervisor / Recruiter 2000-2002

Day Care Counsel of New York, New York, NY Assistant Program Coordinator 1999-2008

VOLUNTEER EXPERIENCE

Dress for Success, Bronx, NY: Intake Assistant 2012

EDUCATION

Certified Surgical Technologist: Mandl College of Medicine 2008-2009