Customer Service Administrative Assistant

Ebony A. Wallace

*** ******** **. ******, ** ****4 443-***-**** ***********@*****.***

Hospitality & Customer Service Manager

Ambitious individual with 17 years of experience in the Hospitality Management industry and Customer Service settings wanting to secure a responsible career opportunity to fully utilize my training and skills, while making a significant contribution to the success of the company. Successful in identifying and evaluating customer concerns and patient and effective when working with a wide range of personalities.

Core Competencies

Leadership

Event Planning

Account Management

Time Management

Training and Development

Commitment to Customer Excellence

Customer Support

Team Building

Networking

Creative Thinking

Conflict Resolution

Team Management

Recent Employment Experience

Pier 5 Hotel, Baltimore, MD 10/2022-Present

Assistant General Manager

Responsible for overseeing hotel services including Front Desk operations, Housekeeping, Food & Beverage and Engineering.

●Conduct weekly management meetings to ensure communication and updates are being relayed interdepartmentally.

●Work closely with Housekeeping and Engineering to ensure rooms are in their proper order.

●Respond to Guest Assistance alerts and complaints within 48 hours and follow up with appropriate staff if needed.

●Maintain weekly and monthly logs for department labor, inventory, ordering and budgeting.

●Obtain knowledge of local area, events and venues.

●Assists in performing required annual QA with the General Manager and other department heads.

●Prepare revenue and occupancy reports for future forecasted dates and events.

●Work closely with the General Manager to implement and monitor policies and guidelines for the day-to-day operation of the hotel to ensure brand standards are consistent.

●Be a hands-on leader in the hotel, approach interactions with energy, enthusiasm, and empower others.

●Monitor hotel occupancy and ensure that staffing levels are maintained at the appropriate level.

●Create incident reports for any incidents that took place on property. (theft, illness, accidents etc.)

Sheraton Baltimore North, Towson, MD 5/2022-10/2022

Rooms Operations Manager

Responsible for overseeing the day-to-day operations of the Front Office, Engineering, Housekeeping and hotel guest rooms.

Key Achievements

●Anticipate and handle any guest requests, concerns or complaints.

●Work closely with Housekeeping and Engineering to ensure room standards and inventory is balanced.

●Respond to Guest Satisfaction Alerts within 48 hours and follow up with appropriate staff if needed.

●Assist in the training, development and coaching of staff to provide quality customer service.

●Inspect guest rooms to ensure they meet Sheraton Brand Standards.

●Obtain knowledge of local area, events and venues.

●Verify all goals are being translated to the team as they relate to guest tracking and productivity.

●Assists in performing required annual QA with the General Manager and other department heads.

●Lead daily/weekly department meetings to ensure staff were in accordance with any issues, departmental changes and company policies.

●Maintain inventory of guest and department supplies and order within the budget guidelines.

Window Nation, Maple Lawn, MD 4/2021-5/2022

Team Lead II, Escalation Team

Responds to and manages high end complaints and escalations from clients and customers for the company while also managing the day-to-day activities of the team.

Key Achievements

●Facilitate inter-departmental communication to effectively provide customer support.

●Gather information from customers for clarity on installation and service issues.

●Report complaints to the proper level of management and/or branch level associates.

●Maintain record of daily communication, problems and action taken of all active investigations to prioritize workload.

●Provide responses to all agencies and executive level employees. (BBB, AGO etc.)

●Maintain SharePoint data to include updates for reporting.

●Review small projects, project notes and inventory based on technician and customer requests.

●Study Q.A. calls for my team to ensure quality of service provided to customers.

●Maintain knowledge of window parts and services.

●Coaching and mentoring the team on better practices for improvement.

●Conduct quarterly performance and bonus reviews.

●Create a pleasant work environment that inspires the team.

●Empower team members with skills to improve their confidence, product knowledge and communication skills.

Dental Partners of Owings Mills, Owings Mills, MD -temp position 10/2020-4/2021

Patient Care Coordinator

Provide first point of contact and exceptional customer service to dental practice patients for 2 dental professionals. Comply with guidelines and dental regulations.

Key Achievements

● Coordinate and organize schedules for practice doctors and hygienists.

● Greet, schedule and provide benefit information for patient documents and files.

● Prepare and present treatment plans for patients based on necessary treatment and explain coverage of benefits.

● Coordinate insurance benefits and patient billing.

● Assist with patient charting and diagnostics during examinations.

● Protect self, co-workers, and patients by following policies and procedures to prevent the spread of airborne diseases.

● Process co-payments, treatment deposits and in house billing for practice patients.

● Maintain patient databases and case files.

● Enhance patient care and satisfaction level by proactively anticipating and supporting their social support needs.

● Maintain knowledge of medical and dental coding for billing and procedures.

Hampton Inn & Suites Baltimore Inner Harbor, Baltimore, MD 05/2019-03/2020

Assistant General Manager

Manage and support the day-to-day operations of the front office, housekeeping, sales and food and beverage departments in a

116 room hotel through the direct supervision of the General Manager with positive and ethical leadership.

Key Achievements

● Act as Manager on Duty for the hotel, using problem solving skills to resolve complaints, disturbances, special

requests, online reviews and anticipate potential problems.

● Manage and monitor wages, track payroll and attendance and scheduling requests using UltiPro.

● Approve and process vendor invoices, complete bank deposits, audit cash banks and perform other accounting-related

functions as necessary.

● Ensure buildings maintenance and appearance is well kept by performing property walks and supervising all

departments and operational areas to have an atmosphere that exceeds guest expectations.

● Review financial reports, statements and budgets to monitor and improve property performance.

● Observe performance of team members, perform employee evaluations and give suggestions/corrective action as

necessary.

● Communicate with guests regularly to obtain and respond to feedback on service levels and satisfaction.

● Enforce hotel policies, procedures and standards are in place within all hotel departments.

● Human resources: hiring, training, coaching and counseling of employees, problem resolution and discipline.

● Interview, onboard and train incoming employees on hotel policies and property systems.

● Conduct staff and team meetings.

● Maintains accurate records including cash flow sheet, direct bill accounts, credit card receipts, registration cards,

reservations cards, direct bills, and credit cards.

MD LIVE! Casino & Hotel, Hanover, MD 05/2018-5/2019

Housekeeping Supervisor/Floor Supervisor

Oversee and supervise staff performance and department operations in 250 room hotel. Rotate between guest suites and common areas to ensure cleanliness, safety and presentation of the hotel. Supervised a team of 31 Room Attendants and Housemen.

Corvias Military Living, Fort Meade, MD 04/2016-01/2018

Resident Service Specialist/Leasing Consultant

Oversaw daily office operations for leasing staff. Lease and market homes to prospective clients and uphold property standards for current residents.

Homewood Suites by Hilton, Columbia, MD 08/2013-8/2016

Front Desk Supervisor

Managed the operations of the Front Office and Food and Beverage staff.

Education

●Howard Community College, Columbia, MD 01/2013

Employment Success Training- Certificate awarded

Intern

●Marriott Corporate Headquarters, Bethesda, MD 12/2008-03/2009

Marriott Associate Development- Certificate awarded

●River Hill High School, Clarksville, MD 01/2002-05/2004

Hotel, Restaurant & Tourism and General Studies- Diploma awarded

Technical Skills

Network Hardware/Software: FOSSE, Lightspeed, OnQ, Skytouch, RealPage, Yardi, HOTsos, HMS

Software Applications: Microsoft Office, Microsoft Outlook, Adobe Suites, Canvas, Lease Labs, Kronos, Ceridian,

Operating Systems: XP, Vista, Windows, Apple, Patterson Eaglesoft, Legwork

Social Networking/Marketing: Facebook, Instagram, Twitter, LinkedIn, Snap Chat, YouTube, Lease Labs

Qualifications

●Over 17 years of experience delivering high level support to executive management and teams in both customer service and hospitality through the use of a high administrative skill set.

●Support upper management and other departments in organizing various projects not limited to calculating budgets, compiling and distributing financial and statistical information such as budget spreadsheets, and design and edit promotional materials and prepare presentations.

●Successfully coordinates and manages event logistics, including registration and attendee tracking, presentation and materials for high level meetings and events for 20 - 500 attendees.

●Provides impeccable leadership, organizational, time management and project management skills.

●Ability to implement new procedures and changes for staff and companies.

Contact this candidate