Customer Care Front Office
Resume:
Shanna Ensley
Calimesa, *****
*********@*****.***
Passionate about first rate customer care, with an attention to detail. A collaborate team player that strives, for positive results. Highly adaptable to changing circumstances, while maintaining an optimistic attitude. Creative problem solver, strategic thinker experienced negotiator. Calm and confident under pressure with the ability to focus strength and action to improve work with a promising outcome for clients. Employment history
Custodial Supervisor,
Compass Group Inc., Jul
2021 - Jun 2024
• Assigned job duties and monitored performance against objectives.
• Promoted efficient inventory practices among team members.
• Coordinated daily workflow through task prioritization and concise scheduling.
• Evaluated employee performance and recommended promotions, transfers and dismissals.
• Monitored priorities and liaised between maintenance team and management, delegating tasks to complete on time.
• Implemented standardized purchasing practices in line with department targets.
• Drove continuous commitment to product quality and safety, reducing downtime and overtime with effective budgeting and assignation of talents as well as resources.
• Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
Direct Care Worker,
RockHouse, Feb 2020 -
Jul 2021
• Administered medication as directed by physician.
• Monitored and maintained cleanliness, sanitation, and organization of assigned station and service areas.
• Evaluated client progress toward established annual and quarterly goals.
• Documented vitals, behaviors and medications in client medical records.
• Analyzed overall client performance and recommended adjustments to care plan goals.
• Helped patients care for themselves by teaching proper, safe use of ambulation assistive devices such as canes or walkers.
Agent's Secretary, Texas
Farm Bureau Insurance,
Sep 2018 - Jul 2021
• Responded to emails and other correspondence to facilitate communication and enhance business processes.
• Sorted, opened and routed incoming correspondence and deliveries to help senior leaders respond quickly to business and customer requirements.
• Reviewed and balanced daily bank deposits and deposit report.
• Answered multi-line phone system by 2 ring and transferred callers to appropriate department or staff member.
• Handled daily scheduling tasks and provided administrative support for front office. Front Office Coordinator,
The Palm Springs
International Film
Festival, Apr 2006 - Aug
2018
• Welcomed patrons and immediately offered assistance by asking open-ended questions.
• Monitored office supplies by checking inventory on weekly basis and placed orders whenever stock appeared low.
• Organized and transferred incoming mail and checked correctness of outgoing mail.
• Prepared and distributed team-based communications to foster collaboration and enhance team morale.
• Drove workflow efficiency by Training Front Desk Volunteers and Manager of tickets by phone. Employment history
• Screened and transferred incoming calls, took down messages and transmitted information and documents to internal personnel as point of contact for office. Insurance Agent
Assistant, Desert
Southwest Insurance
Brokerage, May 2005 -
Apr 2006
La Quinta, CA
• Served as point-of-contact for potential and existing [Type] insurance customers.
• Generated leads and met with potential clients to explain insurance options and encourage purchases.
• Researched and resolved areas of concern for potential and existing clients.
• Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
• Managed filing system, entered data and completed other clerical tasks.
• Opened and properly distributed incoming mail to promote quicker response to client inquiries.
• Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
Front Desk Agent,
Marriott Shadow Ridge,
Sep 2003 - May 2005
Palm Desert
• Took reservations over phone, in person, and via computer for guests and provided confirmation information.
• Collected room deposits, fees, and payments.
• Answered customer telephone calls promptly and appropriately handled needs.
• Used internal software to process reservations, check-ins and check-outs.
• Issued room keys to guests upon check-in and answered questions regarding proper use.
• Responded swiftly to room requests and other inquiries made via establishment website, email, or phone.
• Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
• Developed and maintained positive relationships with guests for satisfaction. Lead Front Desk Agent,
Ballantines Hotels, Jun
1999 - Aug 2003
Palm Springs
• Took reservations over phone, in person, and via computer for guests and provided confirmation information.
• Collected room deposits, fees, and payments.
• Answered customer telephone calls promptly and appropriately handled needs.
• Used internal software to process reservations, check-ins and check-outs.
• Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
• Liaised with housekeeping staff to verify service and maintenance of hotel standards.
• Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
• Introduced customers to resort amenities with pleasant and helpful demeanor.
• Kept accounts in balance and ran daily reports to verify totals.
• Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
• Communicated problems regarding guest rooms to housekeeping services and maintenance personnel.
• Collaborated with team members to handle guest requirements from check-in through check- out.
Education
College of The Desert, Palm Desert, CA, Jun 1998 - Jun 1998 High School Diploma
Skills
Multitasking Prioritization Visitor Relations Customer Relations Records Management Verbal Communication Written Communication Documentation Reporting Administrative Support Time Management Staff Development Training Attentive Household Cleaning First Aid
Contact this candidate