Michelle Barnes

Customer Support Guru

Austin, TX 78748

adt3yz@r.postjobfree.com

+1-781-***-****

Software/Customer Support Guru with solid Hospitality skills Willing to relocate: Anywhere

Authorized to work in the US for any employer

Work Experience

Assistant Property Manager

Nexus Real Estate - Austin, TX

December 2022 to Present

Assistant Property Manager for new complex in North Austin, TX. Responsible for Leasing Inquiries, Renewals, Filings, and general assistance in pricing and enforcing property policies. Continued knowledge with Yardi and Fair Housing Policies

Sales and Leasing Specialist

BG Staffing - BG Multifamily - Austin, TX

June 2022 to December 2022

Leasing Specialist per contract. Continued observed knowledge in Yardi, Microsoft Office, and a multi line phone system. Responsible for handling apartment lease oriented questions, reaching out to leasing prospects, scheduling property tours, and enforcing lease guidelines Support Services Specialist

S2G Support Services Group - Austin, TX

April 2021 to October 2022

Contract Position with FEMA. Providing Support for those who lost loved ones due to COVID-19; receiving secured documents and information to verify such, so that they may receive reimbursements from the Government for Funeral Costs. Gained experience with Spark Chat, Max Soft Phone, and the FEMA Portal. Guest Experience Specialist

Auberge Resorts - Austin, TX

March 2021 to July 2022

Guest Experiences Coordinator and Night Audit for Commodore Perry Estates in Austin, TX. Continued proficiency with OPERA Cloud, as well as G Mail, and Alice Request System. Responsible for fulfilling Guest Requests upon Arrival/Check In. Part Time Night Audit/Admin wherein I complete Late Check Ins, Early Check Outs, relaying Valet Services within the Resort, and any other Guest Requests. Customer Support Specialist

Russel Tobin - Austin, TX

December 2021 to March 2022

Ceridian Contract on behalf of Russel Tobin. Responsible for assisting clients with password resets, payroll questions, and compliance

Night Auditor

Bunkhouse - Austin, TX

March 2020 to January 2021

Overnight Guest Services for Hotel Magdalena. Handling of paperwork, check in/out, auditing, and restocking where necessary. Continued familiarity with Billing/Auditing on OPERA Property Management Software

Sales and Service Representative

Marriott International, Inc. - Austin, TX

November 2019 to February 2020

Sales and Service Rep for Marriott Bonvoy Call Center in North Central Austin. Responsible for maintaining metrics, fielding calls regarding questions about Reservations, past and present. Use of Sales Force, alongside other Office Software. Call Volume was up to 200 calls a day at Marriott's Call Center. Night Auditor

IHG - Sunset Valley, TX

September 2018 to September 2019

Night Audit for IHG Franchise, wherein I resolved guest complaints, completed late check ins and early checkouts, and gained familiarity with OPERA Property Management Software. Software Support Intern

Cetec ERP - Austin, TX

March 2019 to May 2019

Two month internship as Customer Service/Software Support. Provided Internal Client Support via email, phone, and Os Ticketing System. Gained proficiency with Cloud ERP Software, Google Docs, and Excel Spreadsheets.

Education

Hospitality Management Certification in Hospitality Management Cape Cod Community College - Barnstable, MA

January 2010 to May 2012

High school or equivalent in General Studies

Falmouth High School - Falmouth, MA

September 1994 to June 1998

Skills

• Bilingual

• CSR

• Call Center

• Customer Care

• Customer Service

• Customer Support

• ERP Systems

• Google Docs

• Night Audit

• WordPress

• Web Development

• JavaScript

• Adobe Photoshop

• Blogging

• CSS

• Java

• Social Media Management

• Search Engine Optimization (SEO)

• User Interface (UI)

• Google Suite

• Typing

• Yardi

• Conflict management

• OneSite

• Landlord-tenant law

• Sales

• Section 8

• Property management

Certifications and Licenses

Food Handler

Driver's License

Assessments

Front Desk Agent (Hotel) — Proficient

January 2020

Selecting hotel rooms based on verbal requests and identifying errors in hotel data Full results: Proficient

Personality: Customer Service Fit — Proficient

January 2020

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

Customer Focus & Orientation — Highly Proficient

July 2019

Responding to customer situations with sensitivity. Full results: Highly Proficient

Front Desk Agent (Hotel) — Familiar

August 2019

Selecting hotel rooms based on verbal requests and identifying errors in hotel data. Full results: Familiar

Night Auditor (Hotel) — Proficient

September 2019

Selecting hotel rooms based on verbal requests and identifying errors in hotel data. Full results: Proficient

Sales Skills: Influence & Negotiation — Familiar

August 2019

Using influence and negotiation techniques to engage with and persuade customers. Full results: Familiar

Call Center Customer Service — Highly Proficient

July 2019

Applying customer service skills in a call center setting. Full results: Highly Proficient

Personality: Customer Service Fit — Familiar

June 2019

Assesses personality traits that result in high-quality customer service. Full results: Familiar

Retail Customer Service — Highly Proficient

August 2019

Comprehending and responding to retail customer needs. Full results: Highly Proficient

Call Center Customer Service — Highly Proficient

May 2019

Measures a candidate's ability to demonstrate customer service skills in a call center setting. Full results: Highly Proficient

Social Media — Completed

July 2019

Measures a candidate's ability to create content, communicate online, and build a brand's reputation. Full results: Completed

Reliability — Expert

July 2019

Tendency to be dependable and come to work

Full results: Expert

Basic Computer Skills: PC — Proficient

July 2019

Measures a candidate's ability to perform basic computer operations, navigate a Windows OS, and troubleshoot common computer problems.

Full results: Proficient

Logic & Critical Thinking — Proficient

May 2019

Using logic to solve problems.

Full results: Proficient

Attention to Detail — Completed

May 2019

Identifying differences in materials, following instructions, and detecting details among distracting information.

Full results: Completed

Spreadsheets with Microsoft Excel — Completed

April 2019

Excel knowledge including common tools, PivotTables, conditional & nested formulas, and custom visuals.

Full results: Completed

Memorization & Recall — Expert

April 2019

Measures a candidate's ability to commit product or merchandize information to memory and recall at a later time.

Full results: Expert

Reliability — Expert

April 2019

Measures a candidate's tendency to be dependable and come to work. Full results: Expert

Attention to Detail Skills — Completed

April 2019

Measures a candidate’s ability to use diligence when drafting and editing documents. Full results: Completed

Filing & Organization — Expert

May 2020

Measures a candidate's ability to arrange and manage files or records using a set of rules. Full results: Expert

Customer service fit — Proficient

May 2020

Measures the traits that are important for success for customer service roles. Full results: Proficient

Attention to detail — Familiar

September 2020

Identifying differences in materials, following instructions, and detecting details among distracting information

Full results: Familiar

Management & leadership skills: Impact & influence — Familiar August 2020

Choosing the most effective strategy to inspire and influence others to meet business objectives Full results: Familiar

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

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