Marnesia Jones

Guest Representative/Front Desk Manager

Fayetteville, NC 28304

adjyqo@r.postjobfree.com

910-***-****

• 14 years' successful experience in customer service and support with recognized strengths in account maintenance, problem-solving and trouble-shooting.

• Possess solid computer skills.

• Excellent working knowledge using Microsoft Excel, Microsoft PowerPoint, Microsoft Word, Microsoft Outlook.

• Ability to train, motivate, and supervise customer service employees.

• A team player

• Maintain/update accurate inventories and files.

Synopsis of Achievements

• Made the Dean's List at the UNCG

• utilize persuasion/mediation skills to conduct successful surveys

• Proactive planning led to notable increase in morale for customers and employees.

• Conducted customer satisfaction survey, drastically reducing potential problems. Authorized to work in the US for any employer

Work Experience

Customer Support Analyst

Interapt

October 2020 to February 2021

Password resets

Troubleshooting technologies

Helpdesk

Technology

Customer Service

Service Excellence

Intelenet Global Services

February 2018 to October 2020

Book reservations, flights, and rental cars

Answers questions about travel benefits with American express. Modify and cancel reservations as well as reach out to vendors On behalf of the American express card

member.

Service trained

Trained in Sabre red

Cancelling and exchanging flights.

Cancel hotels and rental cars

Bex trained

Supervisor role

Handles escalated calls

Refunds

Customer Service Professional

Manpower - Fayetteville, NC

September 2017 to November 2017

Update addresses and Demographics

Give Insurance Plan options

Correct and Give Billing Information

Give them their Benefits and Eligibility

Technical Support Representative

teleNetwork - Fayetteville, NC

February 2017 to September 2017

Troubleshoot high speed internet

Document my notes

Answer questions about internet

Create trouble tickets for the technicians

Guest Assistance Specialist

Hilton Worldwide - Fayetteville, NC

June 2016 to December 2016

Supervisory Role

Takes down complaints

Resolve issues with the property

Mediates between the guest and the property

Provides Excellence Customer Service

Customer Care Coordinator

Hilton Worldwide - Fayetteville, NC

January 2016 to June 2016

• Hilton honors points to an account

• Answers questions about the loyalty program

Consolidates Hilton honors accounts

• Adds stays to their accounts

• Provide Great customer service

Guest Representative/Front Desk Manager

Rodeway Inn - Fayetteville, NC

February 2014 to February 2015

• Familiar with Choice Advantage Software

• Make and confirm reservations

• Register and assign rooms for all guest

• Code and issue room keys

• Keep and maintain records of room availability and guest accounts.

• Establish guest payment methods and process payments

• Answer incoming calls on multiline telephone

• Politely acknowledge all guest that walked by the front desk and respond quickly to any inquiries they may have

• Post charges for pet fees, incidentals, and damages

• Communicate guest room problems to the proper department PSE Clerk

United States Postal Service - Fayetteville, NC

August 2013 to January 2014

• Work with over 75 postal professionals covering mail for the city of Fayetteville, NC and worldwide, responsible for more than 1,000 pieces of mail.

• Responsible for an entire section.

• Quickly and effectively labeled and positioned mail

• Maintain quality control, constantly seeking new ways to improve customer service. Hostess

Walt Disney World Resorts - Lake Buena Vista, FL

January 2013 to May 2013

• Handle cash, credit, debit and dining plan payments

• Maintain area beautification

• Provide excellent customer service for all guest

• Maintain and resupply inventory

Telephone Surveyor

The Telephone Centre - Greensboro, NC

March 2010 to November 2012

• Conduct phone interviews with customers

• Process and maintain customer comments into database

• Gather and verify information

• Assist in training several employees on conducting phone interview and updating customer comments into database

Education

Master's in Business Administration

Southern New Hampshire University - Fayetteville, NC June 2014 to August 2017

Bachelors of Arts in Hospitality Travel, Tourism

The University of North Carlonia at Greensboro - Greensboro, NC August 2009 to May 2013

Skills

• Microsoft Office (6 years)

• Interviewing

• Multi-line Phone Systems

• Human Resources

• Conflict Management

• Technical Support

• Multi-line Phone Systems

• Interviewing

• Recruiting

• Conflict Management

• Human Resources

• Microsoft Outlook

• Negotiation

• Technical Support

• Management Experience

• Customer Service

• Time Management

• Sales

• Troubleshooting

• Operating Systems

• Computer Networking

• Software Troubleshooting

• Help Desk

• Desktop Support

• Microsoft Windows

• VPN

Awards

Deans List

May 2013

Certifications and Licenses

Driver's License

Assessments

Supervisory Skills: Motivating & Assessing Employees — Proficient April 2020

Motivating others to achieve objectives and identifying improvements or corrective actions. Full results: Proficient

Management & Leadership Skills: Planning & Execution — Familiar April 2020

Planning and managing resources to accomplish organizational goals. Full results: Familiar

Work Style: Conscientiousness — Highly Proficient

January 2020

Tendency to be well-organized, rule-abiding, and hard-working. Full results: Highly Proficient

Virtual Support Team member — Proficient

June 2019

Performing basic computer operations, navigating a Windows OS, and troubleshooting common computer problems.

Full results: Proficient

Customer Program Support Analyst — Proficient

June 2019

Analyzing relevant information when solving problems. Full results: Proficient

Verbal Communication — Proficient

July 2019

Measures a candidate's ability to effectively convey information when speaking. Full results: Proficient

Customer Service Fit — Proficient

November 2019

Measures the traits that are important for high-quality customer service. Full results: Proficient

Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.

Contact this candidate