Customer Service Sales
Resume:
Vernicesa F. Lee
** ********* ***** ****** ****, AR 72205 phone: 501-***-****
e-mail: *************@*****.***
Experience Guest Service Front Desk
May/2014-Present Hilton Garden Inn
***** ***** Road, Little Rock, AR 72211
? Provide high quality customer service
? Responsible for registering guest, obtaining
pertinent information, ensuring proper credit is
established, and balance cash drawer
? Run down-time report
? Maintain daily log of essential information which
is passed on to the next shift
? Routinely enter/change reservations information
in the computer system
? Pass lead information on to the Sales staff.
? Participate in site tours
? Ensure all sales collateral is always available
at the front desk and know how to use it.
? Work with Sales team to learn a new sales skill
or research technique to uncover sales leads for
the hotel.
? Recognize teammate's for their You Can Count On
Me efforts
? Perform other duties as requested and by upper
management
? Answer inquiries pertaining to hotel services,
registration of guests
and shopping, dining, entertainment and travel
directions. Keep
records of room availability and guests accounts.
May make, confirm
and cancel reservations for guest.
Admissions Coordinator
Jan/2013-April/2014 Strayer University,
10825 Financial Centre ParkwaySuite 400 Little
Rock, AR 72211
? Greets visitors and prospective students; refers
prospective students to Admissions Officers.
? Enters data including student inquiries and
applications into the Admissions Information
System.
? Reviews files of new student applicants for
completeness, scans completed files and submits
them to the Records office.
?Processes new student transcript requests, submits
transcripts to Central Transcript (TRF) Team, and
conducts follow-up with institutions as necessary
until official transcripts have been received.
? Ensure all students are admitted and matriculated
into their correct program upon registration.
? Ensure thorough communication to the admissions
team regarding the students in ABOA status.
? Prepares external correspondence, including
certification of enrollment as requested.
? Calls inquiries, prospective students, and new
students as directed (e.g., interview
confirmations).
?Reviews admissions reports with Campus Director.
? Provides assistance to the Campus Director,
Admissions Manager, and Admissions Officers as
required.
? Operates campus switchboard and inbox; receives
incoming calls and emails and transfers them to
appropriate offices.
? Reviews inventory, orders office supplies, and
ensures campus is organized.
?Distributes incoming mail.
? Completes role specific training.
? Assist in contacting all new students to ensure
NSO is completed and books are ordered prior to the
quarter start (as Directed by the next level
Manager).
? Provide backup support to Admissions Officers as
necessary (as Directed by the next level Manager).
Assistant Front Office Manager/MOD
Oct/2011-Jan/2013 Embassy Suites Hotel,
11301 Financial Centre Pkwy, Little Rock, AR 72211
? Supervise Front Desk Staff; hiring, firing,
performance evaluations,
Training and development. Schedule staff according
to labor
standards and forecasted occupancy.
? Answer inquiries pertaining to hotel services,
registration of guests
and shopping, dining, entertainment and travel
directions. Keep
records of room availability and guests accounts.
May make, confirm
and cancel reservations for guest.
? Understand and enforce the hotel company credit
policies. Account for
all cash and make deposits in accordance with hotel
and company
policies.
? Manage the reservation function to maintain
highest possible room
occupancy and average daily rate through suggestive
selling by
employees.
? Ensure staff uses guest interaction skills.
? Receive departmental related guest complaints and
ensures corrective
action is taken.
? Take responsibility for assigned employees in the
absence of the
Department Manager, assign work, and ensure proper
performance of
Assigned employees.
P.M. Front Desk Supervisor/M.O.D.
Dec/2009-Nov/2011 Little Rock Hilton Medical Center
Hotel,
925 S University Ave, Little Rock, AR 72204
Supervise 4 Guest Service Representatives
Review and process daily reports and document
accidents, injuries and unsafe work conditions to
upper management
Maintain confidentiality of proprietary information
and protect company assets
Perform guests check-ins/outs, room reservation
requests and answer multiline telephone using
proper etiquette
Follow-up on any issues from the previous day and
handle customer complaints in a professional manner
Complete closing reports and verify cash drawer at
the beginning and end of shifts
Provide exceptional customer service
Perform other duties as requested and by upper
management
Front Desk/Guest Services Representative/Night
Auditor
April/2008-Oct/2011 Embassy Suites Hotel
11301 Financial Centre Pkwy, Little Rock, AR 72211
Provide high quality customer service
Responsible for registering each guest, obtaining
pertinent information, ensuring proper credit is
established, and balance cash drawers
Run down-time reports
Maintain daily log of essential information that is
passed to the next shift
Routinely enter reservations in computer system and
change reservations if necessary
Post charges and payments to guests' accounts when
necessary
Communicate with housekeeping staff about room
status/availability
Deliver requested items to guests' rooms such as
incoming faxes, mail
etc and respond to requests for assistance
Maintain clean and orderly front desk area
Perform additional assignments as requested by
upper management
Work closely with guests and managerial staff to
ensure 100% Satisfaction
CSR Supervisor/Teller
Oct/2004-Sept/2007 Citizens National Bank
1199 Bonita Lakes Circle Meridian, MS 39301
Supervised other employees and scheduled CSRs'
breaks/lunches
Maintained branch cash vault, ordered and shipped
coins and currency for branch
Ensured customers were waited on in timely manner
Balanced each CSR's drawer, ATM and branch cash
vault daily
Answered customer inquiries, processed
deposits/withdrawals, accepted loan payments from
customers for their accounts
Operated network computers/software and other
equipment necessary for performing financial
transactions
Reported suspicious activity/transactions to
appropriate personnel
Provided excellent customer service
Heavy cash handling experience
Additional Professional Activities
Awarded Employee of the Month
October/2008 at Embassy Suites Hotel
Aug/2009 at Embassy Suites Hotel
Education Meridian Community College Meridian, MS
A.A.S. Degree obtained May/2006
Major: Business and Office Technology
Graduated with 3.22 GPA in May/2006
Honors/ Nominated for the 2006 H.M. Ivy Scholarship
Activities Foundation Award
Placed in the top 8 finalist for 2005 Miss MCC
Scholarship Pageant
Member of Phi/Beta Lambda, Professional Business
Organization
Phi Theta Kappa, National Honors Society
Campaigned for MCC's basketball homecoming court
Featured on Advertising poster for MCC
Placed second for Job Interviewing category during
2004 Phi Beta Lambda State Competition
Placed top 7 finalist in the 2004 Miss MCC
Scholarship Pageant
Served as Vice President of Phi Beta Lambda during
fall of 2004
Received Marjorie Cole Scholarship Award in 2004
Received award for ability to type 60+w.p.m.
Summary of
Skills ? Ability to journalize entries accurately in
&Qualifications general ledgers
? Proficient in Microsoft Office software
? Able to communicate ideas effectively
? Able to demonstrate written and verbal skills
effectively
? Skillful in time management
? Able to follow instructions precisely
? Motivates self and others
? Skillful at multitasking
? Able to type 60+ w.p.m.
? Skillful in defusing tense situation to resolve
issues
? Possess excellent organizational, interpersonal, and
customer
service skills
? Be detail-oriented and self-motivated.
? Ability to work in a fast-paced environment.
Contact this candidate