Customer Service Front Office
Resume:
Ronesh Sharma
Santa Rosa, CA 95403
************@*****.***
Experience in Hotel/Resort Management, Marketing, Special Project Development, and Banking. Conversant in Hindi and Fijian languages. Experience includes extensive customer service, professional networking, staff supervision, Hotel accounting, banquet services, reservations and front desk operations, bar and restaurant operations, records management, scheduling, information and referral, reception, retail sales and merchandise display. Enjoy a reputation for initiative, ability to work both independently and as a member of a team, consensus building, excellent communication skills, high energy level, strong work ethic, and successful management of multiple priorities. Specific skills include:
Ability to Work Well with People
Both Professional Clients and Service Customers; Staff Supervision and Development; Project Management, including Marketing and Conference, Meeting and Banquet Services; Night Auditing; Computer Literate in Microsoft Outlook, Mozilla Firefox, Mac, Microsoft Word/Excel/powerpoint; Records Management, Hotel Reservations Systems, Certified Tourism Ambassador CTA 2020
PROFESSIONAL HISTORY
WestAmerica Bank, Santa Rosa CA October 2020 - Current
Merchant Services,
Dispute Resolution/Chargeback/Underwriting
Research and process credit card disputes and build dispute cases to recover funds for merchants. Ensure accurate and appropriate responses to disputes according to the card brand Reason Codes. Knowledge of credit card brands rules and Visa Dispute Resolution which got into effect in April 2021. Ability to analyze information, think through difficult problems, and make critical decisions based on limited information. Investigate disputed credit and debit card transactions and resolve those disputes, including preparing Balance Sheet of refunds and debits/credits to cardholders or merchants. Responsible for Underwriting and reviewing new merchant account documents and data entry with the goal of rendering an Underwriting decision based on the documents including but not limited to merchants ability to repay (income, employment and assets), review merchants and any business partners credit history and the collateral (property) before a decision is made.
Wyndham Garden Sacramento Airport, CA. September 2015 – October 2020
Front Office Supervisor/Night Audit Manager on Duty
Provide outstanding services and ensure customer satisfaction, address customer concerns and complaints promptly and professionally, respond to customer needs and requests in a timely manner, answer phone switchboards and transfer calls and take messages. Post charges to customers and handle card and cash transactions. Assist in hiring and training personnel in front office duties, evaluate employee performance and provide appropriate feedback. Enforce and follow company policies and operational procedures. Schedule regular meetings to discuss about issues and updates. Educate staff on customer service training, safety, emergency and security procedures. Moved back to Santa Rosa after Covid-19 closure.
Sonoma County Fairgrounds and Events Center, Santa Rosa, CA. July 2003 - August 2019 Returning Seasonal Regular Employee: Employed with the Sonoma and Marin County Summer Fair for 16 years as seasonal regular. During July through October for the Harvest Fair. As a Building Monitor some responsibilities include; providing face to face customer service to the General Public which includes Miss Sonoma, VIP's, Board Members, and Fair Vendors. Setting up displays for exhibits for the yearly themed Hall of Flowers show, and general office duties such as answering phones, computer data entry of exhibit entries and prize awards during Judging and throughout the events. Also providing Staff Supervision and Training to new seasonal team members.
Hampton Inn & Suites Rohnert Park, CA. December 2008 to July 2014
Common Wealth Hotels Inc;
Front Office Supervisor/Night Audit Manager on Duty: Responsibilities include Customer Service, Checking- In/Out guests, Concierge to the tourist visiting Sonoma Wine Country and the Tourism industry. Create reservations for future guests or a returning guest, block rooms for big group tours, weddings, Spas for guests at Hilton Worldwide. A number of other guest-related responsibilities, including helping with luggage, offering guests advice on local activities, making coffee or snacks, and coordinating housekeeping and room service per client requests. Daily cash control ensuring accurate drops and tip-outs. Providing Safety and Security to our guests. Implementing, scheduling and supervising employee performance and high standards at all times according to the Hilton Policies and guidelines. Winner of the 2012 Hilton Drive Revenue Award. “An Associate that best represents "know the Goals of Your Hotel & Your Department." Someone that shares their ideas, Suggestions and energies to continuously improve sales.”
June 30th 1997 – November 2008
Arrived in the USA from Fiji Islands as a Student and attended Santa Rosa Junior College as a full time International Student from Fall of 1997 to Spring of 2007. And went back to complete my Tourism Certificate in the Fall of 2008. While in college I worked as a Student worker at the Admissions and Records Office, Student Counselors Office and Student Activities Office. Was Elected President of the Campus International Club 1999-2002. During that time I had temporary Work Permits which allowed me to work in seasonal Hotels around Sonoma County, and Palm Springs CA.
Suva Holiday Inn Resort & Spa Fiji Islands.
Front Office Night Manger - December 1992 – June 1997
Responsible for night auditing functions for this 200 room hotel and resort owned and operated by the South Pacific Hotel Corporation of Australia. In addition to Night Auditing, I was also responsible for Front Office Operation, including Spa reservations, cashiering and reception, providing information on hotel functions, i.e. banquets, meetings, etc., and scheduling events. Also responsible for staff supervision and Train Interns from overseas, by coaching, motivating, delegating and mentoring the team on a daily basis. Maintaining the hotel facilities and safety & security all times.
EDUCATION
Capella University
Bachelors in Science. Graduated with Deans Honors in Business Administration, 2017
Santa Rosa Junior College
Santa Rosa, California. Major: Business Administration. Graduated with Dean’s Highest Honors. Associate of Arts, 2002; Certificates of Completion in Hospitality-Hotel Management,Tourism, and Dance Theater.
Fiji Institute of Technology; School of Hotel and Tourism
Samabula, Republic of Fiji. Major: Hotel Management. Graduated with Degree from School of Hospitality and Tourism. 1996
OTHER ACHIEVEMENTS
President: International Student Government, Santa Rosa Junior College, Santa Rosa 1997-2002
Vice-President: Fiji Institute of Technology, School of Hotel and Tourism. (1995- 1996)
President: Saint Luke's Anglican Church Youth Club, Suva Fiji Islands. (1985-1992)
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