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Click here or scroll down to respond to this candidateCandidate's Name EMAIL AVAILABLE PHONE NUMBER AVAILABLE Savannah, GA / RemoteLeader with a track record of driving operational success through exceptional customer service, clear communication, building high-performing teams, collaborating across an organization, focusing on sales and profitability, and solving complex problems. Adept at turning goals and strategies into actionable activities supported by efficient and effective processes that get things done. CORE SKILLSLeadership Customer Service & Client Experience Technology Integration Preventative Maintenance Operations Oversight Quality Assurance Requirements Coaching & Mentoring Conflict Resolution Team Management Account Management Attention To Detail Scheduling & Logistics Budgeting & Finance Sales Call Center Experience Skilled Multi-Tasker Team Collaboration Annual Reviews Data Managment Security Confidentiality Communication & Presenting Training & Development EXPERIENCEThe Mansion Hotel, Front Desk Supervisor 07/2022 - Present Lead the operation, guest experience, and leadership of staff for an upscale hotel property o Drive and bolster exceptional guest interactions during check-in and check out, answering questions, advising them, and solving problemso Review and run daily reports to analyze performance and identify improvement opportunities and trends o Coach and mentor staff on adopting best practices and elevating their customer service skills o Create and deliver formal training to meeto Assist sales and accounting departments by providing information and answering questions o Evaluate and hire talent to meet the demands of open roles Support large functions, including weddings, business meetings, tour groups, conferences, and other special events Managed the transition during the purchase and new management requirements of a new owner o Learned and implemented new policies and procedures o Answered questions about current operationso Hired additional agents to support new initiatives Hilton Head Hospital, Medical Device Technician/ Analyst 08/2017 - 02/2018 Supported the correct operation and maintenance of medical devices o Unboxed and labeled devices to ensure accurate inventory and record keeping o Performed verification tests of equipment to confirm proper functionality o Input test results into proprietary programs to manage data o Completed audits to comply with policies and procedures Created reports detailing findings and recommendations for senior leadership to upgrade processes or address issues SunTrust Bank, Floating Teller/ Customer Service Representative 12/2002 - 12/2006 Served as a floating teller supporting a variety of retail banking operations o Helped customers open and close accounts, apply for loans, access safe deposit boxes, operate ATMs, and make sound financial decisionso Received cash and checks for deposit, including verifying amounts and endorsements and examining money to prohibit acceptance of counterfeit billso Explained and recommended bank services, financial products, and applicable fees to customers o Responded to and assisted customers with account inquiries and updates o Met or exceeded sales goals by promoting bank products and services in every interaction o Conducted unique service and account transactions, including ordering checks and placing stop-payment orders o Processed new accounts, including checking and savings, and credit applications o Prepared official checks for customer and internal bank needs Promoted the security of the bank at all times by following procedures and procedures, reviewing activities, and addressing issues immediatelyo Verified amounts and integrity of every check or funds transfer o Monitored customer behaviors and followed established protocols to protect individuals and assets o Maintained optimal financial controls by securing funds and making accurate transactions o Adhered to strict guidelines regarding financial and customer data to avoid breaches and information misuse Acquired and maintained knowledge of emerging technologies, including virtual customer interactions Built expertise in identifying and mitigating potential fraud and transaction risks Identified and eliminated errors when balancing ATM transactions, teller cash dispensers, and teller cash recyclers Entered transactions into systems and issued customer receipts Reconciled cash and checks against computer records at the end of shift Wal-Mart, Customer Service Manager 02/1994 - 12/2002 Oversaw customer service mission by leading a call center to balance customer experience, costs, and reputation o Maintained customer loyalty by delivering fast, friendly and knowledgeable service for routine questions and service complaintso Organized and managed sales center hiring, training and employee scheduling to maximize productivity o Developed open and professional relationships with team members, fostering more effective customer service o Maintained revenue streams by exhausting every option before offering refunds on escalated calls o Drove quality customer experiences by leading retention strategy development and conflict resolution to improve overall support deliveryo Supervised total department call volume of 60 plus per day o Managed day-to-day operations, including supervision and assignment delegation for 15 member team o Reviewed customer data to assess current issues and determine eligibility for potential solutions o Boosted traceability initiatives by managing correspondence, tracking records, and utilizing data communications o Limited customer inquiry delays by efficiently scheduling staff across 3 shifts o Developed new sales scripts and strategies to expand profit opportunities o Helped customers work within established systems to achieve desired results and maintain company loyalty Trained new hires on relationship building, benefit-oriented sales presentations, sales processes and protocol, product knowledge, customer needs analysis, and overcoming objections o Initiated development and implementation of customer service management training process o Created training manuals targeted at resolving simple and difficult customer issues o Mitigated regulatory risks by leading and developing sales analysis team protocol and compliance initiatives Evaluated call center statistics to identify improvement areas and devised strategies to realign results with targets o Collected customer feedback and recommended procedural or product changes to enhance future service delivery o Increased employee productivity by establishing and monitoring customer care performance indicators, service level metrics, and goal achievement Automated contact management system to maintain efficient client organization Communicated sales targets and worked with supervisors to enhance revenue numbers and promotional techniques Grew sales floor from 20 to 40 plus employees while expanding service delivery Answered customer requests with friendly, knowledgeable service and support Created order management system for sales and customer service teams to improve client experience and sales efficiencies Exceeded team goals by implementing knowledge transfer processes to share best practices and improve sales initiatives Coastal State Prison, Site Administrator/Inmate Telephone Systems 10/2006 - 01/2017 Ran the operations of the telephone systems for inmates at Coastal State Prison o Coordinated with personnel, inmates, and guards regarding behavior problems to determine practical solutions and disciplinary actionso Outlined, implemented, and maintained personnel-related policies and procedures, including overseeing and approving modifications by Coastal State Prison professionals o Installed, tested, and serviced phone systems, ensuring that they functioned correctly o Defined scope and requirements for telephone usage o Wrote agendas and notes and sent out automatic notifications for upcoming meetings o Delivered exceptional service to each inmate by listening to concerns and answering questions Prepared routine legal correspondence and memoranda for attorney partners Monitored multiple databases to keep track of all inmate calls Presented resources and opportunities to teaching staff for further professional development and training courses Resolved conflicts and negotiated agreements between parties to reach win-win solutions s and clarify misunderstandings Created communication strategies to meet client objectives Proactively identified and solved complex problems impacting operations management and business direction EDUCATIONColumbia College Columbia, MOAssociate of General Science: Nursing 2014 GPA 3.3 Associate: General Studies, General Education 2013, GPA: 3.2 Bachelor of Science: Business Management, Healthcare Management 2024 (Expected). GPA: 3.52/ |
