Customer Service Front Desk Hospitality Banking

Tanitia Phillips

***** ***** ****** **. *** ***

Waldorf, MD 20602

Day phone: 240-***-****

Email: *******.**********@*****.***

Objective:

Results-driven sales and customer service professional with over 13+ years of experience. Proven ability to drive revenue growth, deepen customer relationships, and exceed sales targets. Adept at cross-selling, proactive sales conversations, and leveraging technology to enhance financial solutions. Recognized as a versatile team player with a strong commitment to customer satisfaction. Work experiences:

PNC- Personal Banker- Washington, DC, Jun 2023 to Jan 2025

•Collaborated with ecosystem partners to drive cross-selling opportunities and grow client portfolios

•Acquired and expanded branch customer base through proactive sales and service strategies.

•Managed customer relationships, identifying financial needs and providing tailored solutions.

•Conducted outbound sales calls and cross-selling, increasing revenue and client retention.

•Assisted clients with mortgages, auto loans, credit cards, and investment accounts.

•Exceeded sales goals through technology-driven customer engagement.

•Designated Lending Officer certified and Notary

Marriott Marquis- Group Billing Coordinator- Washington, DC, Jan 2022 to Apr 2023

•Developed relationships with corporate clients to optimize group sales and revenue

•Set-up proper Billing accounts according to accounting policies

•Managed group billing from turnover to final bill, ensuring financial accuracy.

•Developed relationships with corporate clients to optimize sales and revenue.

•Assisted sales teams in negotiating contracts and maintaining account profitability LensCrafters- Patient services- Waldorf, MD, Aug 2020 to Dec 2022

•Educated patients on insurance coverage and promoted high-value services

•Drove sales of eyewear and vision care products through consultative selling techniques

•Educated patients on insurance coverage and promoted high-value services

•Drove sales of eyewear and vision care products through consultative selling techniques

•Maintained patient records in EHR systems in compliance with HIPAA standards Marriott Metro Center- Rooms Controller- Washington, DC, Feb 2017 to Nov 2020

•Strategically managed room inventory to maximize revenue and guest satisfaction.

•Assisted event managers with group blocking and reservations.

•Implemented a special request code system for efficient room changes

•Met with group contacts for transfer of information regarding groups to include room keys, group lists, and billing

Residence Inn & Courtyard by Marriott- Front Desk- Alexandria, VA, Sept 2010 to Feb 2017

•Knowledge of Sales Force Automation (SFA)

•Ranked #17 out of 684 locations for top check-in experiences.

•Led training for new hires and process improvements for front desk operations.

•Managed financial audits, nightly reconciliations, and guest service functions

•Processed guest transactions and promoted hotel loyalty programs to drive repeat business

•Assisted in upselling room upgrades and hotel services to maximize revenue

•Updated room type for Group Master Codes to ensure room upgrade availability

•Implemented more detailed room type description process to improve blocking functionality Marriott- Rooms Controller/Night Auditor/Front Desk Agent- College Park, MD, Sept 2005 to Sept 2010

•Managed guest room assignments and collaborated with the sales team to optimize occupancy rates

•Managed guest room assignments and collaborated with the sales team to optimize occupancy rates

•Assisted with high-profile group bookings, event coordination, and guest satisfaction initiatives Kohl's- Sales Associate- Waldorf, MD, Dec 2004 to Sept 2005

•Assisted customers with product selection, driving sales across multiple departments U.S. Army Petroleum Supply Specialist El Paso, TX, Jan 2001 to Dec 2003

•Managed inventory and logistics, maintaining vendor relationships to ensure supply efficiency

•Supervised, lead, and performed clerical or technical supply support

•Coordinate the storage, issue, and movement of petroleum and hazardous material

•Observed and regulated the flow of petroleum, oil, and lubricant (POL) products

•Maintained safe loading and unloading products associated with the distribution system

•Reviewed, ordered, received, and stored bulk fuel POL products

•Maintained relationships with vendors to obtain status and expedite orders Education:

American InterContinental University Hoffman, IL

Associates Degree- Business Administration 07/2009 Advanced Individual Training Ft. Lee, VA

Technical/Occupational Certificate 05/2001

References:

Nam Employer Title Phone Email

McDennis Thomas PNC Assistant Branch Manager 703-***-**** ********.******@***.*** Steven Nguyen LensCrafters Lab Manager ************************.******@*****.*** Lucinda Marsh LensCrafters Patient Specialist

Pam Taylor Marriott Billing Manager

240-***-**** ************@***.***

443-***-**** ***.******@********.***

Awards/Accolades:

•Awarded Associate of the Month (Jan 2008, Apr 2014, Aug 2016, June 2019)

•Received Front Desk Associate of the Year (2014) and Spirit to Serve awards (2008, 2013, 2014)

•Achieved Highest Guest Arrival Experience rankings in 2011 and 2012

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