Washington, DC *****
Highly experienced and reliable employee with stellar work ethic and great leadership skills. Possess a high level of proficiency using Microsoft Office applications. Ten years of experience as a concierge and customer service specialist with great people skills. Manages busy workflow and meets deadlines successfully.
April 2013 -Present
Lead Concierge / Customer Service Representative
Enhance the resident experience by creating and maintaining a warm, inviting, and professional environment.
Welcome current/prospective residents and their guests with courtesy, poise and professionalism (stand, greet, eye contact, firm handshake, etc.).
Personalize each interaction to maximize the customer experience.
Anticipate the needs of the customers and seek creative ways to exceed expectations.
Manage all incoming inquiries and warmly transfer to the appropriate party.
Act as liaison between customers, guests, and JBG associates.
Actively seek ways to resolve issues or concerns with customer and business needs in mind.
Diffuse and redirect difficult situations while maintaining decorum; apply common sense and judgment to work problems.
Build a sense of community such that residents feel comfortable and “at home.”
Adapt to constantly changing situations and personalities, ensuring quality service to all customers.
Project warmth, care, and concern for all, along with proper etiquette.
Maintain an organized and inviting front desk.
Complete all paperwork correctly.
Process/sort incoming mail.
Complete all data entry/computer requirements accurately on a daily basis.
Proofread and review all documents and reports to ensure error-free work.
Organize and coordinate work.
Other duties as assigned.
September 2005-May 2011
Greeted residents and guests at the front desk with a friendly and pleasant demeanor.
Provided high quality customer service to property owners, residents, and guests
Answered resident’s inquiries about the city and local events and attractions
Handled special requests from residents (i.e. limousine service or making the arrangements for special occasions).
Made reservations for residents to eat at area restaurants, procuring tickets for guests to attend cultural and artistic performances, or booking sightseeing tours.
Interacted with personnel from other departments within the property.
Inputted data into computerized reservation systems.
Responsible for parcel and package storage and distribution for over 2,000 residents.
University of the District of Columbia
Bachelor Degree - 2010 - Present
90 Credits Received
Marketing, Customer Service Skills, Leasing Sales, Internet Marketing, Knowledge of records management procedures, Ability to operate various work-processing software, spreadsheets, and database programs, Maintain confidentiality, Strategic planning, Project management, Event management, Marketing materials development, Social media marketing, Multi-Task Management, Computer Proficient, MS Word, MS Excel,PowerPoint, MS Outlook