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Customer Service Office

Montgomery, Alabama, United States
October 13, 2016

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Lashawndra Williams

**** ******* *****, **** ****, AL 36064 • Phone: 334-***-**** • Email:

Professional Summary

Dependable, detail/results-oriented administrative professional knowledgeable of all office functions with a solid background in the hospitality and nonprofit industries. Self-motivated with strong organizational, customer service communication and analytical skills. A natural affinity for cultivating relationships; personal qualities of integrity, credibility, and a passion for developing practices that continues to build on the positive contributions of a company.

Skills & Competencies

Effective Collaborator & Time Manager Database Management Event Planning

Superior Customer Service Skills Adobe Pro/Photoshop Call Center/Front Desk

Excellent Business Communications Office Equipment/Procedures Calendar Management

Strong Supervisory/Management Experience Travel Coordination Document Administration

Microsoft Office Suites (e.g., Excel & Word) Staff Training & Development Research/Analysis

Professional Experience

Comfort Inn, Montgomery, AL 2014 – Present

Front Desk Manager

Collects payment following all cash handling rules

Conducts multiple property inspections each night to ensure staff efficiency and productivity

Posts charges of room, food/beverages, phone and computes guests’ bills using online system

Represents the hotel in regard to guests’ complaints and situations that require instant action

Achieves quality results by leading front office agents through training, communication, and empowerment

Responsible for settling guest accounts and all aspects of recordkeeping by overseeing and coordinating front desk and audit functions to ensure financial transactions for each day are verified and balanced

We Are Forever Free Inc., Boston, MA 2010 – 2012

Office Coordinator

Assisted various stakeholders to obtain consensus for implementing new processes and program policies

Managed office equipment, an inventory of supplies and developed professional vendor relationships

Prepared complex and non-routine letters and retained efficient correspondence to assist staff and volunteers

Provided assistance to all documentation using Word, Excel, Visio and PowerPoint utilities

Maintained rapport with customers, managers, and employees by arranging continuing contacts; researching and developing new services and methods; setting priorities; resolving problem situations

Hampton Inn & Suites, Montgomery, AL 2004 – 2010

Assistant Manager

Arranged housekeeping and financial reports

Achieved quality results by leading front office agents through training, communication, and empowerment

Assisted with the daily administrative duties of the hotel

Resolved guest issues and completed special requests to ensure the satisfaction of the guests

Forecasted occupancy and generated discrepancy, comp occupancy, and allowance reporting

Ensured all employees were properly trained, knowledgeable and provided excellent guest service

Trained, supervised and scheduled a team of seven guest service employees

Woodley Manor Nursing Home, Montgomery, AL 2004 – 2007

Administrative Specialist/Receptionist

Coordinated agendas for meetings with visitors and clients– arranged in-house guests’ accommodations

Oversaw office space, weekly schedules, travel reports, phones, parking and office keys

Maintained the office database – retrieved and organized information for individual employees and clients

Performed various secretarial/clerical duties such as documenting, photocopying, faxing, mailing, and organizing filing system

Planned and coordinated department events (e.g., luncheons, offsite meetings, and celebrations)

Served as a liaison and maintained open lines of communication between managers, client families, patients and staff

OSI Outsourcing, Montgomery, AL 2001 – 2004

Clients’ Account Liaison/Call Center

Answered, screened and processed over 200 calls daily using a call management system and web-based communications

Initiated investigation of order entry errors, damaged product, and return discrepancies, worked closely with other departmental teams to ensure corrections were processed accurately and timely

Promptly and methodically responded to customer inquiries to identify and resolve issues with initiative and good judgment

Performed a variety of concurrent tasks, handled escalations, time critical issues, maintained time sensitive records and created reports

Scheduled dates for equipment installation, repairs and replacement of defective items covered by warranty

TruGreen Lawn Care, Montgomery, AL 2000 – 2003

Administrative Assistant

Prepared and proofread correspondences, invoices, presentations, brochures, publications, reports and other hard copy materials

Recorded and prepare meeting minutes – scheduled all executive level meetings

Opened and distributed incoming regular and electronic mail and other material and coordinated the flow of information internally and with other divisions and organizations

Created and upheld manual and automated information filing systems

Scheduled client appointments; acted as benefits liaison between clients and company; sought prospective clients and complied reports and charts

Education, Seminars & Training

Troy University, Montgomery, AL 9/2013 – Present

Pursuing a BS degree in Business Management

Skill Path Professional Business Training, Braintree, MA 2010 – 2011

Managing Multiple Projects, Objectives and Deadlines

The Indispensable Assistant

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