Hospitality Advisor with Concierge Expertise

Gwendolyn Toney

Little Rock, AR 501-***-****) *****************@******.***

Profile

Service-oriented hospitality professional with a track record of ensuring guest satisfaction and maintaining high standards. Known for a strong focus on teamwork and achieving results, adaptable to changing needs. Expertise in managing guest requests and resolving issues with a positive attitude. Experience

CONCIERGE CST LONGBRIDGE FINANCIAL JANUARY 2024 -JULY 2025

· Managed an average of 350+accounts from inbound and outbound interactions

· Coordinated travel arrangements, including transportation and accommodation, ensuring seamless guest itineraries.

· Liaised with various departments to fulfill special requests and resolve issues promptly for guest itineraries.

· Developed and maintained relationships with local vendors to offer exclusive services to clients

· Trained new staff on concierge protocols, enhancing service quality through effective onboarding processes.

· Implemented feedback mechanisms to gather guest insights, driving continuous improvements in service delivery.

· Served as the primary point of contact for clients aged 64 or older throughout the reverse mortgage process.

· Leveraged 75+ calls daily, implementing feedback mechanisms to ensure guest insights with improvements in participation and engagement

SENROR COLLECTION CSR ALLY FINANCIAL JUNE 2008– OCTOBER 2023

· Managed 30-180+days past due accounts using a developed strategy to reduce delinquency rates through proactive customer outreach initiatives.

· Facilitated collection process by negotiating repayment plans while maintaining positive customer relationships.

· Trained new team members on compliance standards and operational procedures for improved efficiency.

· Led initiatives to improve customer satisfaction scores by implementing feedback mechanisms for continuous improvement

· Streamlined documentation processes, resulting in faster resolution times for customer issues and inquiries.

· Mitigated potential losses by closely monitoring high-risk accounts and taking appropriate action when necessary, such as recommending litigation or write-offs.

· Analyzed collection trends to provide insight for strategic decision-making and process enhancements

· Maintained strict confidentiality of sensitive customer information, adhering to company policies and industry regulations regarding data privacy.

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· Utilized advanced skip-tracing techniques to locate hard-to-find debtors, increasing the likelihood of successful collections efforts.

Education

HIGH SCHOOL GRADUATE GPA 3.87 LITTLE ROCK CENTRAL HIGH SCHOOL Skills & Abilities

· Client Support

· Dedicated work ethic

· Excellent interpersonal and communication

skills

· Adaptable to change

· Mentorship development

· Poised under pressure

· Analytical problem-solving techniques

· Meticulous attention to detail

Certifications

FDCPA (Fair Debt Collection Practices Act).

UDAAP Awareness Training (Unfair, Deceptive, or Abusive Acts or Practices) HIPAA training

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