Administrative Assistant Customer Service

Candice Atwater

**** ********** ***** – Apartment P – Durham NC 27713

919-***-**** (cell) – *********@*****.***

Versatile Administrative Professional

Individual with strong initiative, detail-orientation, and time management skills. Seeking an Administrative Assistant position in a fast-paced and challenging environment; offering proven customer service skills and ability to execute all tasks with high level of accuracy, discretion, and professionalism. Areas of Expertise

• Excellent Verbal and Written communication

skills

• Organization

• Professionalism

• Customer Service

• Collaboration

• Excellent interpersonal skills

• Flexibility and efficiency

• Problem-solving

• Excellent computer skills: Microsoft Office

• Confidentiality

Professional Achievements

EMBASSY SUITES BRIER CREEK (WINWOOD HOSPITALITY GROUP) June 2010 - Present Guest Services Representative

• Create and manage database for new and return customers of the hotel.

• Provide oversight to new guest services representatives.

• Provide training and mentoring to new guest services representatives.

• Provide exceptional customer service to ensure any guest issues and/or complaints were resolved timely.

• Strengthened quality customer satisfaction - specifically when managing difficult and complex issues. The resolution encouraged repeat return visits to the hotel.

• Perform analysis of guest experience to streamline reservation processes and procedures.

• Earned Employee of the month twice.

• Earned Hibbert Hospitality Award.

HILTON GARDEN INN CRABTREE (WINWOOD HOSPITALITY GROUP) February 2017 – April 2017 Guest Services Representative

• Registered guests in and out, balanced cash drawer, prepared daily operational reports

• Provide exceptional customer service to ensure any guest issues and/or complaints were resolved timely.

• Promoted positive guest relations to all individuals approaching the front desk

• Check in/check out hotel guests courteously and efficiently; process all payments according to hotel requirements and provide information and assistance to all guests and visitors.

• Independently work to address negative guest feedback. BLUE CROSS BLUE SHIELD OF NC October 2016 – February 2017 Home Based Reservations Representative

• Enrolled new customers in health care insurance.

• Maintained confidentiality by addressing member concerns regarding health issues.

• Processed changes to coverage and provide relevant information for other coverage options. Candice Atwater

• Managed member database with coverage levels, dependents and dates of coverage.

• Provided one on one services to clients to meet their financial needs through customized packaging.

• Successfully executed quality customer service through fast responsiveness, reliability, assurance and professionalism.

HAMPTON INN & SUITES BRIER CREEK (WINWOOD HOSPITALITY GROUP) June 2010 – February 2013 Guest Services Representative

• Created core processes for increasing guest service satisfaction.

• Oversaw guest registration, reservations and other clerical duties with a focus on quality and courtesy.

• Handle guest complaints and concerns in an efficient and timely manner.

• Communicate with housekeeping, maintenance and management to ensure guest satisfaction.

• Processing all payment types, adjustment vouchers and miscellaneous charges. WINWOOD HOSPITALITY GROUP June 2006 – May 2018

Administrative Assistant/Receptionist

• Establish vendor account files for multiple hotels in the Winwood suite of properties.

• Opened and properly distributed mail.

• File paid invoices, bank statements and other critical business documentation.

• Managed office supplies, vendors, organization and upkeep, including copier and fax machine upkeep.

• Answer and route phone calls.

• Prepare letters, memos and other business documents using Microsoft office. HOMEWOOD SUITES BY HILTON (WINWOOD HOSPITALITY GROUP) January 2000 – June 2010 Guest Services Representative

• Organized, confirmed, processed and conducted all gust check-ins/check-outs, room reservations, requests, changes and cancellations.

• Identified and explained room features to guests, supplied guests with directions and information regarding property amenities, services, hours of operations and local areas of interest.

• Welcomed and acknowledged all guests according to company standards, anticipated and addressed guests’ service needs, assisted individuals with disabilities and provided an overall exceptional customer experience.

• Earned Employee of the month.

PEARSONOWN ELEMENTARY SCHOOL July 1996 – August 2001 After School Program Instructor

• Team leader for kindergarten aged children in after school program.

• Responsible for assisting with homework and other school projects.

• Taught children by using interactive tools and educational games to ensure retention of knowledge.

• Assisted in creating school plays and presentations for students to entertain parents and faculty for special events.

Education

Jordan High School Durham, NC – Diploma 1999

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