Customer Service(REMOTE)
Resume:
MARGARET MCGINNIS
PROFESSIONAL CUSTOMER SERVICE REPRESENTATIVE
Detroit,MI.48224
****************@*****.***
I am a Professional Customer Service Representative, with 20+ years of experience, in all job fields, associated with the Customer Service role. I maintain a high level of hospitality, professionalism and business etiquette. I always strive to demonstrate, success in team leadership, organizational skills, as well as problem-solving. Successful at keeping teams on-task, and efficient to meet dynamic business needs. Desire to apply expertise in challenging new roles. Focused on advancing productivity, while exceeding company and customer expectations, with the intention of advancing, always. Willing to relocate to: Surrounding Metro Detroit Areas. Authorized to work in the US for any employer
Work Experience:
*LEAD HOSTESS(FT)/BARTENDER(PT)
SEAFOOD CONNECTION - Charlotte, NC
February 2019 to March 2020
• Welcomed all guests in a friendly manner, when entering the restaurant.
• Presented guest with restaurant menus, answered all inquiries that guest had, concerning the restaurant, as well as the menu, before seating the customer.
• Kept all records, of customer count, seating arrangement, server-to-customer count, as well as customers wait time to be seated, and accurate order of customers time to be seated.
• Bartended for special events at the restaurant, on several occasions.
• 15+ yrs. of Bartending experience.
• Made sure restrooms were cleaned & sanitized, on an hourly schedule.
• Kept front of restaurant cleaned, and sanitized, on a regular basis.
• Filled in for servers, during their break time.
• Helped servers keep their area cleaned, during my downtime.
• Helped carryout host, prepare orders, during my downtime.
• Always maintained a pleasant demeanor, very energetic, & made customers feel comfortable and welcomed, throughout their visit.
• I was laid-off, due to the Corona virus.
*FRONT DESK NIGHT AUDITOR
COUNTRY INN & SUITES- Rock Hill, SC
June 2015 to December 2018
• Followed facility security protocols, including camera monitoring, to safeguard guests and personnel.
• Check guest in,
• Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
• Provided details regarding property, including dining areas, pool, spa and fitness center to patrons to help acclimate them to resort environment.
• Reviewed item requests and room service orders for accuracy and any needed assistance.
• Answered phones, responded to customer inquiries and transferred calls to appropriate staff members.
• Generated daily, weekly and monthly financial reports to close out day and meet objectives.
• Managed inventory of keys and linens each day and included all necessary information on audit reports.
• Completed nightly updates to hotel rates and individual room charges.
• Performed balance procedures for hotel accounts, and resolved discrepancies.
• Created spreadsheets using Oracle Hospitality, and entered all financial information daily, to keep critical details well-organized, and accessible to appropriate staff members.
• Balanced accounts and conducted nightly audits to keep bookkeeping current.
• Checked guest out at their appropriate check out time.
• Extended Stays by guest request only.
*FRONT DESK OFFICE MANAGER
DIRECTOY DISTRIBUTING ASSOCIATES- Hazelwood, MO
September 2010 to April 2017
Monitored and controlled office inventory to ensure adequate supply levels, timely product ordering and efficient management of company resources.
• Confirmed transactional data by verifying name and payment information and clearly communicating costs and fees to patrons.
• Evaluated and identified ineffective workflow processes to devise and implement solutions that achieved greater productivity and personnel performance.
• Interviewed, onboarded, developed and oversaw daily activities of 10 clerical and administrative office personnel.
• Made several outbound calls, daily, to assure independent contractors performed job task accurately. Also answered phones, responded to customer inquiries and transferred calls to appropriate staff members.
• Evaluated employee job performance and motivated staff to improve productivity.
• Completed employee weekly payroll, and weekly work schedules, as well as companies hired-in independent contractors.
• Assured companies closing date of office, was always met on time.
EDUCATION:
*Certification in Medical Assistant
Ross Medical Institute - Southfield, MI
September 1990 to June 1992
*Some College in Business Administration
Wayne State University - Detroit, MI
January 1988 to June 1990
*High school diploma in Scheduled Courses
Pershing High School - Detroit, MI
September 1983 to June 1987
SKILLS:
• Cash transactions (10+ years)
• Detail-oriented
• Expense reporting
• File and data retrieval systems (10+ years)
• Administrative skills (10+ years)
• Process improvements
• Effective planning
• Hospitality services (10+ years)
• Conflict management
• Exceptional customer support (10+ years)
• Problem-solving
• Training and development (10+ years)
• Customer service orientation (10+ years)
• Reservations assistance
• Daily shift oversight
• Interpersonal communications
• Scheduling and calendar management
• Public relations
• Microsoft Office (10+ years)
• Project management
• Customer relations (10+ years)
• Verbal and written communication
• Inventory control
• Invoicing and billing
• Leadership Experience
• Cash Handling
• Communication Skills (10+ years)
• Sales
• Training
• Customer Service (10+ years)
• Marketing
• Various Front Desk Roles (10+ years)
• Management (10+ years)
• Training
• Phone Etiquette (10+ years)
• Employee Evaluation
• Night Audit (10+ years)
• Financial Report Writing
• Payroll (10+ years)
• Human Resources
• Interviewing
• Bartending
• Event Planning
• Accounting (10+ years)
• Employee Orientation
• Accounts Receivable
• Restaurant Experience (10+ years)
• Recruiting
• Accounts Payable
• Oracle
• Office Management (10+ years)
• Negotiation
• Events Management (10+ years)
• Merchandising
• Bookkeeping
• Pricing
• Personal Assistant Experience
• Guest Services (10+ years)
• Auditing (10+ years)
• Account Management (10+ years)
• Serving
• Host/hostess experience
• Residential & Commercial Cleaning (10+ years)
• SAP
• Hotel experience
• Front desk
Certifications and Licenses
Medical Assistant
June 1992 to Present
Food Handler
May 1988 to Present
CPR
January 1985 to Present
• Required for Health class grade in High school
ASSESSMENT TEST:
*Night Auditor (Hotel) — EXPERT
July 2020
Selecting hotel rooms based on verbal requests and identifying errors in hotel data Full results: EXPERT
*Customer Focus & Orientation — PROFICIENT
October 2020
Responding to customer situations with sensitivity Full results: PROFICIENT
*Work style: CONSCIENTIOUS
January 2021
Tendency to be well-organized, rule-abiding, and hard-working:HIGHLY PROFICIENT
*Attention to detail — Familiar
January 2021
Identifying differences in materials, following instructions, and detecting details among distracting information.
Full results: FAMILIAR
*Customer service — Completed
March 2021
*Identifying and resolving common customer issues
Full results: COMPLETED
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