Hospitality Professional

Carlotta I. Wood

OBJECTIVE: Actively seeking a challenging and rewarding position where I can utilize my current skills and grow professionally.

EDUCATION

Ashford University: Bachelor of Arts in Social Science. Emphasis: in Human Services, June 2013

University of Phoenix: Associate of Arts in Communications, Emphasis: Computer Applications and Detailed research, December 2009

California Healing Arts College, Santa Monica, CA: Massage Therapist-Master CN650 & Elective Courses, Emphasis: Massage History & Theory, In-Office Massage, Swedish Massage, Oscillation (Introductory), Deep Tissue (Introductory), Anatomy & Physiology, April 2006

SKILLS

*Exceptionally well organized and detailed oriented.

*Polished customer service skills obtained over a decade of serving the public.

*Knowledgeable in MS Office. 40 WPM

EXPERIENCE

Marie Nails, Receptionist/Client Liaison, Los Angeles, CA:

August 2011 to January 2012

• Answered multiline switch board.

• Reconciled clients’ issues by making rate adjustments.

• Scheduled client appointments.

• Received client payments for services rendered.

• Helped maintained the cleanliness and appearance of the salon.

• Handled client requests and dispute resolutions.

• Acted as a liaison between customers and staff.

Mercedes Benz, Business Development Center Supervisor, Beverly Hills, CA:

November 2006 to August 2010

• Focused on the overall productivity of the Business Development Center.

• Over saw the daily operation of the Call Center.

• Ensured the BDC staff understood and followed all BDC policies and procedures.

• Completed all payroll related issues on a timely basis.

• Gathered statistical information and prepared daily reports for upper managements review.

• Maintained and updated VIP clients’ paperwork to expedite prompt service.

• Prepared the company’s Monthly Status Report.

Mercedes Benz, Receptionist, Beverly Hills, CA:

April 2006 to November 2006

• Answered multiline switch board.

• Scheduled client appointments.

• Received client payments for services rendered.

• Helped maintained the cleanliness and appearance of the salon.

• Handled client requests and dispute resolutions.

• Acted as a liaison between customers and staff.

• Assisted in answering questions regarding vehicle operation and maintenance schedules.

Independent Massage Therapist

October 2004 to May 2006

• Utilized therapeutic massage techniques as well as other modalities.

• Provided techniques and/or suggestions to help client relieve stress.

• As requested gave clients product knowledge on items used.

Radisson Hotel, Private Exchange Operator Agent, Los Angeles, CA:

December 2001 to April 2003

• Handled incoming and outgoing phone calls.

• Responded to guest request and discrepancies with in a timely manner.

• Input faxed reservations in to the database to expedite the clients’ check-in process.

• Trained and monitored new hires daily PBX process and operations.

• Performed other duties as assigned.

• Responded to client inquires (i.e. Taxi Cabs, Limousine Services, Shuttle information).

• Retrieved credit card payments from clients by fax.

Renaissance Hotel, Senior Operator of Reservations, Los Angeles, CA:

June 2001 to August 2001

• Handled incoming and outgoing guest calls as well as established guest phone lines for modem usage.

• Trained and monitored new hires on the phone systems and procedures.

• Scheduled guest reservations and input room inquires.

• Data entry, file maintenance, and photocopying.

• Assisted other team members as required.

• Reconciled clients’ issues by making rate adjustments.

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