Quality Assurance Front Desk
Resume:
**/**** - ******* ***** **** Agent/Guest Service
Hyatt Place Panama City Beach, Panama City Beach, FL
* Execute guest reservation, check-in, check-out, payment, and service procedures in compliance with brand quality assurance standards.
* Maintain a friendly and hospitable attitude with guests and team members.
* Acquire and maintain knowledge of local attractions and amenities in order to provide service to guests needing such information.
* Ensure collections, including credit card and direct bill, are executed in accordance with company policies.
* Maintain proper control over keys, safe deposits, and all company and guest property.
* Ensure rates are optimized by monitoring competitor occupancy and rates.
* Ensure that all required documentation is completed in a timely manner.
* Properly quote daily rates and issues credits.
* Perform other duties as assigned to support guest satisfaction.
*Anticipate guests needs and go out of the way to maximize the guest experience.
* Work collectively with other team members to foster a hospitable, approachable, and customer-focused environment for the guest.
* Credit Card Authorization
* Handle all financial matters including credit card and cash transactions securely, accurately and with the utmost integrity.
08/2019 - 03/2022 Customer Service Representative (Remote) Teleperformance P.C Beach, FL, Panama City Beach, FL
* Connect with customers via phone/email and chat to resolve their questions or concerns
* Calmly attempt to resolve and de-escalate any issues
* Escalate interactions when necessary and appropriate
* Respond to requests for assistance and/or possible processing payments Shernica Wright
Phone: 850-***-****
Email: ************@*****.***
Objective
To obtain a position where I can utilize my skills and abilities with an opportunity to advance. Ability Summary
Employment History
* Track all call related information for auditing and reporting purpose
* Provide feedback on call issues
* Inventory/order placing and upgrades
* Thrive as a team player in a fast paced, high energy environment 10/2016 - 05/2019 CSR Insurance Sales Agent (Remote) Maximus Federal, Lynn Haven, FL
* Customer Service
* Assisting/Processing consumer information
* Data Matching Issues
* Special Enrollment Period (SEP)
* Delivering general healthcare information to callers
* Use basic office equipment and technology such as: telephones, email and web browsers
* Read verbatim prescribed scripts
* Personally Identifiable Information (PII)
* Protected Health Information (PHI)
07/2016 - 03/2017 Production Technician
Remedy Staffing Solution (Trane), Lynn Haven, FL
* Assemble and test products of defects, quality check functions.
* Commercial Rooftop Units
* Heating and Cooling Systems
* Build Units
* Work/Repair heating, ventilation and cooling that control the temperature and air quality in buildings and residential.
02/2016 - 07/2016 Reservationist
Royal American Beach Getaways, Panama City Beach, FL
* Incoming/Outgoing Calls
* Making reservations
* Collecting Payments/Making Deposits
* Guest Services & Complaints
* Selling Traveling Insurance
* Cancellations
* Fax, Copy & Scans
* Credit Card Authorization
* Accounting
* Emails
* Booking Guest For Resorts
04/2014 - 10/2014 Stocker
Academy Of Hospitality Service, Panama City Beach, FL
* Customer Service
* Assisting customers with merchandise in fitting room
* Labeling, packing, stocking freight, over stock, binned
* Overnight stocking and zoning
04/2014 - 10/2014 Apparel
Walmart, Panama City Beach, FL
* Assisting customers in fitting room
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* Guest service
* Greet customers
* Inventory, stock/overnight stocker
* Merchandise labeling/packing
01/2013 - 02/2014 Front Desk/Reservationist
Seahaven Beach Resort, Panama Beach, FL
* Answer incoming calls and assist with reservations, confirmations, room need requests and questions.
* Explain resort products, service and other information about resort as requested.
* Sell, process and enter and confirm room reservations.
* Greet guests warmly and perform registration procedures.
* Provide guest with appropriate room, room keys etc
* Verify payment for stay, arrivals and departures.
* Assist guest with issues and complaints, focus on guest satisfaction.
* Post charges to guest accounts as designated.
06/2013 - 12/2013 Independent Sales Representative/Agent Crescent Processing Company, Dallas, TX
* Run appointments
* Sell Processing Machine Credit/Debit/EBT/Gift Cards/Pin Base Debit
* Personalize Customer Service
* Rates/Fees
06/2012 - 11/2012 Inspector/Purchasing
Boardwalk Resort Towers, Panama City Beach, FL, FL
* Personally demostrates a commitment to guest services
* Responding promptly to guest needs
* Committed to making every guest is satisfied
* Supervising housekeepers, runners
* Keeping track of departures and arrivals
* Chemical orders and inventory
* Purchasing the Supply
* Laundry supervisor, linen run, laundry inventory/orders 07/2011 - 06/2012 Housekeeper
Laketown Wharf, Panama City Beach, FL, FL
* Maintain Guest Services
* Ensure Hotel/Motel Standards
* Offer guest assistance at every opportunity
07/2010 - 07/2011 Inspector-Housekeeping Supervisor, Commercial, Res Quality Cleaning, Youngstown, FL
* Perform any combination of light cleaning duties to maintain private households or commercial establishments, such as hotels and hospitals, in a clean and orderly manner. Duties may include making beds, replenishing linens, cleaning rooms and halls, and vacuuming.
* Inspecting units
* Supervising housekeepers
04/2010 - 12/2010 Maintenance Worker/Labor
BP Oil Spill Solution, Panama, FL
* Provide maintenance service as needed and/or assigned
* Assisting in a wide variety of maintenance activities
* Addressing immediate operational and/or safety concerns
* Ensuring that tools, materials and vehicles are maintained in good working order and are available at job site when needed.
* Clean ground area
* Provide and effective working enviorment (Preventing damage and/or limiting liability exposure)
01/2008 - 09/2008 Cashier
Hardee's, Lynn Haven, FL
*Accepted and recorded orders
*Greeted customers
*Collected payment
*Cleaned and organized service and customer's areas 07/2007 - 12/2007 Cashier-Dishwasher
Blimpie's, Panama City, FL
*Greeted customers
* Requested and recorded order and computed bills
* Accepted payments
* Cleaned and organized all areas
* Food Prep/Line ordering/Bakery
01/2007 - 07/2007 Housekeeper/Inspector/Night Auditor Country Inn & Suites, Panama City, FL
* Cleaned and organized eating and service area.
* Requested and recored customer order, computer bills using register
* Greeted customers as they entered establishment
* Accepted payments
03/2006 - 10/2006 Caregiver
Dawson's Adult Family Care, Panama City, FL
* Assisted patients with activities of daily living and cared for the challenged
* Transported patients to appointments
* Assisted with Tube-feedings
* Provided assistance with walking, exercising and getting up and down 09/2005 - 03/2006 Telemarketer/Receptionist
Marco's Health & Fitness, Panama City, FL
* Provided information on membership options and payment plans.
* Scheduled appointments, maintained and organized records.
* Inside Sales/Outside sales
* Handling promotions, offering discounts
05/2005 - 12/2005 Inspector
Ruperts Cleaners, Panama City, FL
* Inspected and tagged clothing
* Truck inventory
* Transport
05/2005 - 12/2005 Cashier/Merchandiser/Inventory/Sale Clerk/Purchasi Party America, Panama City,, FL
* Operated cash register.
* Overnight stocked/unload shipment
* Recording inventory
* Provide customers with imformation to address inquires reguarding products and service.
* Resolve customer complaints
* Assist in opening account
* Selling company products
* Demonstrate effective customer service & attitude 01/2002 - 04/2004 Cashier/Crew Leader/Dishwasher/Prep-Line Cook Wendy's, Panama City,, FL
* Ran register
* Monitored crew assignments
* Greeted customers and took food orders
* Prepare food, Measure Portions
* Clean, Wash and organize dishes
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