Customer Service Front Office
Resume:
Nikki Touray
Pasadena, TX *****
**********@*****.***
Professional Summary
Dedicated customer service professional with 15+ years of experience in various roles, including customer service, front office supervision, and night auditor positions. Skilled in accounting, auditing, and hotel management. Proficient in Microsoft Office and other software applications. Seeking a remote opportunity that leverages my customer service expertise with a finance background. Work Experience
Personal Assistant
Elder Gregory McGee-Jackson, MS
October 2021 to Present
• Managed and maintained executive's calendar, scheduling appointments and coordinating meetings
• Arranged travel accommodations including flights, hotels, and transportation for domestic and international trips
• Prepared meeting agendas, presentations, and materials ensuring all necessary documents were available in advance
• Organized corporate events such as conferences, seminars, and team-building activities
• Handled confidential information with discretion while maintaining a high level of professionalism at all times
• Assisted with personal tasks such as managing household staff schedules or organizing family events when required
• Performed research tasks such as gathering data or compiling reports to support decision-making processes
• Maintained an organized filing system both physically and digitally to ensure easy retrieval of important documents
• Managed complex travel itineraries, ensuring smooth logistics and minimizing disruptions Customer Service Agent
S2G Legacy Support Services-Waco, TX
January 2022 to March 2022
• Provided exceptional customer service by promptly responding to inquiries and resolving issues, resulting in a XX% increase in customer satisfaction ratings
• Managed a high volume of incoming calls and emails, consistently meeting or exceeding the department's average response time of XX minutes
• Demonstrated strong product knowledge to effectively address customer questions and provide accurate information on features, pricing, and promotions
• Resolved complex customer complaints by actively listening to concerns, empathizing with their frustrations, and finding appropriate solutions within company guidelines
• Maintained detailed records of all interactions using CRM software to track customer preferences, history of inquiries/resolutions for future reference
• Participated in regular training sessions to stay updated on new products/services/features as well as best practices for delivering exceptional customer experiences
• Contributed positively to team morale through active participation in team meetings/activities fostering a collaborative work environment focused on achieving shared goals Front Office Supervisor
Embassy Suites by Hilton-Amarillo, TX
October 2019 to July 2020
• Supervised a team of front desk agents, ensuring efficient and professional guest service
• Managed daily operations of the front office, including check-in/check-out procedures, room assignments, and guest inquiries
• Developed and maintained strong relationships with guests, addressing any concerns or issues promptly and effectively
• Collaborated with other departments to ensure seamless communication and coordination for guest requests and special arrangements
• Created detailed reports on occupancy rates, revenue generated, and guest feedback to identify areas for improvement
• Provided guidance and support to front desk agents during high-pressure situations such as overbookings or difficult guests
• Conducted regular audits of cash handling procedures to maintain financial integrity at the front desk Front Desk Clerk
Hampton Inn-Amarillo, TX
September 2018 to September 2019
• Greeted and checked in guests, ensuring a positive first impression and providing exceptional customer service
• Managed a high volume of incoming calls, efficiently directing inquiries to the appropriate departments
• Maintained an organized front desk area, including managing guest reservations, handling mail and packages, and coordinating with housekeeping for room availability
• Processed guest payments accurately using the hotel's computerized system while maintaining strict confidentiality of personal information
• Handled check-out procedures efficiently by reviewing charges, processing payments, and providing detailed invoices upon request
• Maintained knowledge of current promotions, discounts, and loyalty programs to effectively upsell services or upgrades to guests
• Collaborated with other departments such as housekeeping and maintenance to address guest concerns or requests in a timely manner
Night Auditor
Sam Houston Hotel-Houston, TX
November 2017 to July 2018
• Performed nightly audits of hotel financial transactions, ensuring accuracy and compliance with company policies
• Managed front desk operations during overnight shifts, including guest check-ins and check-outs
• Resolved customer complaints and issues in a timely manner to ensure guest satisfaction
• Prepared daily reports summarizing hotel occupancy rates, revenue, and other key metrics for management review
• Balanced cash drawers and completed end-of-day accounting procedures accurately
• Maintained strict confidentiality of guest information in accordance with privacy regulations
• Responded promptly to emergency situations such as fire alarms or medical incidents, following established protocols
Night Auditor Supervisor
Hampton Inn and Suites-Pasadena, TX
January 2011 to November 2017
• Performed night audit duties, including reconciling daily transactions and preparing financial reports
• Verified accuracy of guest accounts by reviewing charges and payments, resolving any discrepancies
• Managed front desk operations during overnight shift, ensuring smooth check-in/check-out process for guests
• Responded to guest inquiries and resolved issues promptly and professionally, maintaining high levels of customer satisfaction
• Handled cash transactions accurately and securely, balancing cash drawer at the end of each shift
• Collaborated with other departments to ensure seamless communication and coordination between shifts
• Maintained accurate records of all guest interactions, requests, complaints, and resolutions in the hotel's database system
• Implemented efficient systems for tracking room availability and reservations during overnight hours
• Assisted in training new staff members on night audit procedures and customer service standards
• Monitored security cameras throughout the property to ensure a safe environment for guests and employees
• Collaborated with accounting department to reconcile revenue figures on a monthly basis
• Developed comprehensive training manual for night audit procedures
• Served as point person for emergency situations during overnight hours Night Auditor
Howard Johnson-Houston, TX
October 2006 to August 2009
• Performed nightly audits of hotel financial transactions, ensuring accuracy and compliance with company policies
• Balanced cash drawers and completed end-of-day accounting procedures accurately
• Prepared daily reports summarizing hotel occupancy rates, revenue, and other key metrics for management review
• Responded promptly to emergency situations such as fire alarms or medical incidents, following established protocols
Night Auditor
Holiday Inn Express-Thomson, GA
January 2004 to June 2006
• Performed nightly audits of hotel financial transactions, ensuring accuracy and compliance with company policies
• Resolved customer complaints and issues in a timely manner to ensure guest satisfaction
• Prepared daily reports summarizing hotel occupancy rates, revenue, and other key metrics for management review
• Balanced cash drawers and completed end-of-day accounting procedures accurately
• Maintained strict confidentiality of guest information in accordance with privacy regulations
• Assisted in the implementation of cost-saving measures such as energy conservation initiatives during overnight hours
• Conducted regular inspections of public areas to ensure cleanliness and safety standards were met
• Coordinated with maintenance personnel to address any facility issues that arose during the night shift Night Auditor/Night Manager
Holiday Inn-Pearl-MS
April 2000 to January 2004
• Assisted in the management of night staff operations, ensuring smooth check-in and check-out processes for guests
• Handled guest complaints and resolved issues promptly, maintaining high levels of customer satisfaction
• Managed inventory of supplies at the front desk, optimizing stock levels to minimize waste while ensuring uninterrupted operations
• Developed and implemented standard operating procedures (SOPs) for night staff to enhance efficiency and consistency in service delivery
• Conducted regular performance evaluations for front desk agents, identifying areas for improvement and providing constructive feedback
• Assisted with scheduling shifts and managing employee attendance to maintain adequate staffing levels during peak hours
• Monitored daily revenue reports, occupancy rates, and average room rates to identify trends or opportunities for revenue optimization strategies
• Assisted in conducting training sessions on customer service skills, upselling techniques, conflict resolution methods for new hires or existing staff members Auditor
Days Inn-Jackson, MS
October 1997 to April 2000
• Conducted comprehensive financial audits for clients, ensuring compliance with accounting standards and regulations
• Collaborated with cross-functional teams to gather relevant data and documentation for audits
• Prepared clear and concise audit reports summarizing findings, recommendations, and action plans
• Performed inventory counts to verify physical existence and valuation of assets for clients' balance sheets
Education
High School Diploma in Education
Terry High School - Terry, MS
August 1996 to May 1997
College in Forensic Accounting
Northeastern University - Remote
Skills
• Payroll
• Front Desk (10+ years)
• Customer Service (10+ years)
• Reception
• Windows
• Utility Software(Virus Software, etc.)
• Personal Computers
• Accounting (10+ years)
• Word Processing
• Auditing (10+ years)
• English
• Typing Speed: 32wpm
• Bookkeeping
• Management
• Guest Service (10+ years)
• Office Experience
• Word Processing Software (MS Word, etc.) English
• Hotel management (3 years)
• Front Office
• Accounts Receivable
• Microsoft Office
• Hotel Experience
• Peripheral Devices (Scanners, Printers, etc.)
• Internet Browser (Netscape, IE, etc.)
• Spreadsheet Software (Lotus, Excel, etc.)
• Supervising Experience
• Night Audit
• Presentation Software (Powerpoint, etc.)
• Email Software (Outlook, etc.)
• Database Software (Oracle, Access, etc.)
Certifications and Licenses
Driver's License
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