Front Desk Call Center

JOLINDA DIRKS

**** ******* *****

Bettendorf IA *2722

563-***-****

*******.*.*****@*****.***

SKILLS

·Experience preparing business requirements.

·Project Management skills

·Analytical, problem-solving, and critical thinking skills.

·Proficient in R, SQL, SAS.

·Multi-tasking skills and ability to balance multiple priorities.

·Able to work well with both internal and external clients.

·Experienced presentation skills and ability to communicate with various audiences.

·Self-starter with leadership skills

·Strong attention to details

·Able to learn new products, systems, applications, and technologies.

·Excellent communication skills

·Proficient in Microsoft Office applications

OBJECTIVE

TO OBTAIN A POSITION THAT UTILIZES MY SKILLS IN BUSINESS MANAGEMENT, ORGANIZATION, AND DEVELOP MY SKILLS IN BUSINESS ANALYTICS.

WORK HISTORY

CSR1, AT&T DAVENPORT CALL CENTER, DAVENPORT, IA -- February 2019 – Present

Mobility Sales and Service, TOBR and SSG trained

Answer in bound calls and providing “one call resolutions” by offering online solutions and handling escalation calls by attempting to resolve the issue before transferring to a manager.

Follow policy and procedures in adhering to federal guidelines in protecting customer information.

Troubleshot customer concerns over billing and device issues.

Provide solutions to customers to help save them money, while increasing revenue for AT&T by upselling products and/or services.

Front Desk Manager, Hotel Blackhawk, Davenport, IA April 2018 – November 2018

·Wrote detailed check list for night audit.

·Settled Open Folio and AR accounts, including Expedia, Priceline, and other third-party sites.

·Perfected cash handling procedures

·Responsible for training new employees in SOP for Elite Marriott Autograph Resorts and OPERA

·Managed, trained and scheduled 15 associates between the front desk and bell/valet ensuring Marriott standards were met.

·Checked in guests and handled all guest’s concerns.

·Insured payroll accuracy.

·Ordered supplies for the front desk and other departments.

·Gave employee reviews and handed out disciplinary write ups.

Hotel Supervisor, Rhythm City Casino Resort, Davenport, IA May 2016-April 2018

·Wrote current Standard Operating Procedures for Night Audit and the Front Desk.

·Responsible for training new employees in SOP for Elite Resorts and OPERA.

·Check in guests and handle all their questions, concerns, and requests.

·Answer a multi-line phone system professionally and transfer calls when needed.

·Ensure accurate billing of all reservations, including posting coupons, setting up fixed charges, and routing for direct bill accounts.

·Make reservations for guests and VIP hosts over the phone as well as in person.

·Manage 2-3 employees during second shift and night audit.

·Kept track of employee’s hours to ensure employees aren’t getting over time.

·Help valet and Resort Club with their guests after hours.

·Enter daily numbers and stats into EXCEL for the call center and hotel.

·Organize daily paperwork while adhering to SOP for night audit.

·Email reports to department heads

EDUCATION

St. Ambrose University, Davenport, IA — B.A. Management & Organization ’01(GPA:3.50)

Western Illinois University, East Moline, IL — M.A. Museum Studies ’12 (GPA: 3.64)

University of Iowa, Tippie College Davenport IA – Business Analytics – Currently Enrolled, graduation date 12/2021

References

Bea Doran, Branch Manager/Senior Sales Associate, Royal Publishing/ 309-***-****

Melissa Kendall/Property Manager for Advance Properties/563-***-****

AT&T employee verification number. 888-***-****

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