BROOKLYN WILKES
Lakeland
Summary
Detail-oriented administrative professional with experience in high-volume, fast-paced environments, skilled in coordinating schedules, managing electronic records, and providing exceptional front-line support. Proven ability to communicate effectively with diverse populations, prioritize competing demands, and maintain accuracy in time-sensitive tasks.
Overview
10
10
years of professional experience
Work History
Groups Agent
Carnival Cruise Lines
11.2024 - Current
- Coordinate cruise reservations for large groups, including affinity groups and weddings.
- Serve as a point of contact for group leaders and travel agents.
- Manage group contracts, deposits, deadlines and payment schedules to ensure compliance with company policies.
- Resolve guest and group-related issues efficiently while maintaining a high level of customer satisfaction.
- Assist customers and travel agents with bookings and inquiries.
- Provide exceptional service in a fast-paced, guest-focused environment.
Fun Expert
Carnival Cruise Lines
02.2023 - 11.2024
- Effectively managed high call volumes, providing exceptional customer support while maintaining professional composure.
- Handled escalated calls with professionalism, effectively resolving complex issues and ensuring client satisfaction.
- Mastered multiple software systems to seamlessly navigate during calls, improving efficiency and reducing customer hold times.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Adhered to company policies and scripts to consistently meet call-time and quality standards.
- Processed debit card, credit card, and electronic check payments.
- Consistently exceeded monthly performance metrics, contributing to the success of call center operations.
Receptionist
Joy Morse State Farm
11.2021 - 02.2023
- Kept reception area clean and neat to give visitors a positive first impression.
- Handled complaints and questions, and re-directed calls to other team members.
- Confirmed appointments, communicated with clients and updated client records.
- Managed incoming and outgoing correspondence, including emails, phone calls, and mail.
- Restocked supplies and submitted purchase orders to maintain inventory levels.
- Accomplished various responsibilities while ensuring punctuality with time-sensitive assignments.
- Prepared and mailed invoices to customers, processed payments and documented account updates.
Receptionist
Hair Studio S By Sunsational Tanning
04.2021 - 06.2022
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Maintained a well-organized reception area with updated materials, contributing to a welcoming environment.
- Contributed to a clean and hygienic environment by maintaining the cleanliness of tanning beds and rooms after each use.
- Informed and demonstrated the proper use of tanning equipment to new clients.
- Processed cash and credit card payments with accuracy and efficiency.
Sales Associate
TJX Companies
11.2015 - 11.2021
- Located products for customers to ensure customer satisfaction.
- Assisted in store-wide inventory monitoring for accuracy.
- Implemented upselling strategies for company credit card sales.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Managed returns, exchanges and refunds in accordance with store policy.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Assisted in training new staff members on company policies, product information, and sales techniques for a seamless onboarding experience.
- Executed signage and markdown processes to meet productivity and pricing standards.
Education
Associate of Arts - Liberal Arts and General Studies
Polk State College
Lakeland, FL12-2019
Skills
- Data Entry & Documentation Accuracy
- Professional Demeanor
- Customer/Patient Relations
- Multi-line Phone Systems
- Technical Support
- Electronic Records Management
- Reservation and Booking Systems Expertise
Timeline
Groups Agent
Carnival Cruise Lines
11.2024 - Current
Fun Expert
Carnival Cruise Lines
02.2023 - 11.2024
Receptionist
Joy Morse State Farm
11.2021 - 02.2023
Receptionist
Hair Studio S By Sunsational Tanning
04.2021 - 06.2022
Sales Associate
TJX Companies
11.2015 - 11.2021
Associate of Arts - Liberal Arts and General Studies
Polk State College