Customer Service Front Desk

NICOLE HILL

**** ***** **** ***** ****** Texas **548

Cell: 832-***-**** Email: ***********@*******.***

Summary of Qualifications

Reports generation and analysis

Financial records and processing

Contract negotiation/review/drafting

Training and development

Customer Service

Credit and Collection

Experience in billing, reports, Customer Satisfaction

Results-oriented

Excel and Microsoft

Power point

Client-focused

Proficiency in Opera

Quick learner

File/records maintenance

EXPERIENCE:

Candlewood Suites

Pearland, Texas

Night Auditor/Front desk Supervisor/Trainer November 2011-Present

• Job purpose of a Night auditor is responsible for performing close of day scenarios for the hotel

Front Office. Account for daily activity by organizing and verifying information; identifying and

correcting discrepancies; posting accounts; running and distributing daily reports.

Responsibilities of Night auditor and Front Desk agent:

• Follow all procedures for closing shifts and running audit for the end of the day for each shift.

• Complete audit based on guidelines and closing the day by correctly handling all funds received

and completing accurate reports.

• Reconcile Transactions, balance inventory, food and beverage revenue.

• Compile all credit card transactions. Book reservation, attend to all guest needs, answering

phones and providing callers with the information they need, notifying guest of mail received at

front desk for them, their messages and wakeup calls.

• Provide great hospitality, adapt to changes guests may request and attention to detail. Provide

excellent customer service, follow protocol and completing all functions and computer

applications when needed.

• Trained all new hires on customer service and front desk procedures.

Reliant Energy

Houston, Texas

Credit Analyst February 2009-September 2011

• As a credit analyst I was responsible for reviewing accounts and making decisions based on the

information provided for current and potential customers.

• Provided risk assessments for policy exceptions, monitor status of account in accordance to

company policy. Review accounts and determine eligibility for extended credit beyond company

policy and procedures. Promote good customer relations and direct customer to the appropriate

departments.

• Evaluated delinquent accounts in order to receive payment within a timely manner.

• Communicated daily with a high volume of customer calls, verify accuracy on their accounts and

make credit decision based on the history of their accounts.

• Handled escalate calls from customers that cannot be handled by the customer service

department. Determined a customer risk after reviewing all necessary information on their

account.

• Updated customer accounts after reviewing their individual risk.

Bridge Investments

Houston, Texas

Underwriter and Loan Processor April 2006-June 2009

• The manager of the housing assistance programs requires the ability to multi task and oversees

every process that takes place within the department.

• I was responsible for making sure that tenants documents were processed and filed accurately;

based on the guidelines for the state housing department in which the tenant resides.

• Calculated documents and fees pertaining to investment properties.

• Recruited new vendors and potential investors seeking lending.

• Pre-approved potential investors and tenants and maintain client’s files.

• Underwrite and processed loans and hard money loans.

• Informed key members and owner of strategies to help increase profit and decrease lose.

• Compared the market for trends and variations for the purchase department.

• Maintained current database with all investors and the status of their file.

• Prepared files for funding and reviewed all documents for accuracy.

• Maintained accurate numbers in database and create payoff. Corresponded with key members to

move properties and aged loans.

• Set up property managers for different properties out of state while overseeing.

• Reviewed and negotiated contracts with property managers and prepare legal documents.

Education: University of Houston Main Campus

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