Daphne McCoy

*** ****** *** ********, ** ***** 310-***-****

linkedin.com/in/mccoydaphne7 adwcex@r.postjobfree.com

Profile of Qualifications

CUSTOMER SERVICE EVENT PLANNING PUBLIC SPEAKING LEADERSHIP PUBLIC RELATIONS

TRAVEL AND TOURISM OPERATIONS SECURITY & TELECOMMUNICATIONS WRITING SKILLS BROADCASTING SALES TOUR GUIDE & TOUR GROUP MANAGEMENT CROSS SELLING CLERICAL SKILLS ADMINISTRATION & RECEPTION TEAMWORK FLEXIBLE & ADAPTABLE ORGANIZATION TIME MANAGEMENT COMMITMENT TO EQUALITY PERSONNEL MANAGEMENT DATA ENTRY MS OFFICE MS OUTLOOK &EXCEL

Driven, energetic and highly experienced with a passion for customer service, paired with years of experience in professional entertainment, event planning and hospitality service in the cruise line, theme park, hotel and most recently, the automobile industry. Able to clearly communicate information to diverse audiences. An analytical thinker with a demonstrated ability to identify, examine and drive the improvement of intricate workflows within an organization. Seeking a position in customer service management that will call on continued leverage of existing skills as well as provide opportunities for ongoing career growth.

Customer Service & Hospitality Experience

Gwinnett Place Ford 2020-PRESENT

Service Advisor/Receptionist/Cashier

Book service appointments and prepare repair orders for guests

Responsible for collecting and processing all payments for Parts/Service Department

Organize and provide daily summaries and transaction reports for accounting department

Liaison between Parts and Service Department to ensure parts availability for service and repair requests

Facilitate communications between guests and Service Technicians to ensure fulfillment of service requests, changes to appointments and/or repair orders and vehicle status updates during service repair process

Close repair orders for Service Advisors and Warranty Coordinator

Tasked as Safety Recall Coordinator booking appointments to address recall repair

Provide administrative and clerical support for Service Managers

Act as Ford Pass Concierge notifying customers of earned account points and rewards that can be used towards parts, merchandise or services

Monitor vehicle health alerts notifying customers of needed maintenance services

Ensure technicians are compensated for completion of service repairs

Inform guests about savings programs and warranty protection plans to aid in expensive service repair costs

Rental Car Coordinator

Secure rental vehicles for customers

Gather, organize and secure sensitive documentation regarding customer information to secure rental agreement contracts

Communicate terms of rental agreement by gaining written consent of customers to comply with dealership rules and regulations regarding rental vehicles

Managed the upkeep of vehicle specifications information such a mileage, fuel, maintenance and cleanliness of each vehicle within rental fleet

Facilitate communications between customers, insurance agencies and the dealership ensuring incidences such as accidents and/or traffic violations are properly addressed and compensated for in an efficient manner

Perform physical inventory checks of entire rental fleet

Dealership software proficient in OASIS, FMC Dealer, Auto Alert, Auto Point, CDK & SMARRT Daphne McCoy

Continued

Citrin-Automotive Hospitality 2020

Valet

Greet and Assist customers upon arrival to dealership

Move vehicles throughout dealership

Transport customers to desired destination with use of Courtesy Shuttle

Assist in organizing vehicle inventory

Responsible for upkeep and cleanliness of customer vehicles and rental fleet while on lot in accordance with CDC guidelines for health and safety TOURISM & CRUISE LINE EXPERIENCE

Norwegian Cruise Line Holdings 2011-2020

EVENTS PLANNER/SOCIAL HOSTESS

Plan, organize and perform at social gatherings, parties and events for traveling guests

Facilitate daily onboard activities such as Bingo, pool side games & trivia

Onboard Mensa Coordinator providing daily quizzes and performing related research to ensure quality control and accuracy

Host Tea Time events & Needle Point presentations to 30+ guests

Operate as Shore Excursion Escort assisting Tour Coordinator with head counts, attending to guests with special needs as well as provide tour reports to Shore Excursion Department in order to guarantee quality tour experiences

Tasked as Assistant Safety Leader aiding Safety Officers ensuring weekly and/or spontaneous safety drills are run safely & efficiently in accordance with Standard Operating Procedures and Safety At Sea protocol

Library organization and management implementing quality control measures to confirm facility order and tidiness

Work closely with Captain and the Captain’s Staff when facilitating special events such as weddings, religious and awards ceremonies

Assist with catering, theme, musical selections, location and attendees when planning onboard and/or shore side events for guests

Work closely with Broadcasting Department as onboard T.V. Anchor and Reporter to provide quality crew news programming to keep crew well informed of ship activities both onboard and shore side

EDUCATION & SAFETY CERTIFICATIONS

Bachelor of Arts, Mass Communications-Theatre Arts, University of West Georgia Also certified in First Aid, CPR & AED, Basic Firefighting, Crowd Management, Security Awareness, Personal Safety and Social Responsibility and Personal Survival Techniques

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