Russell Simpson
Riverside,CA
Summary
Insightful Manager with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of industry operations. Talented leader with analytical approach to business planning and day-to-day problem-solving.
Overview
23
23
years of professional experience
5
5
years of post-secondary education
Work History
Internet Technical Support Representative
Spectrum
Ontario, CA
06.2021 - Current
- Authored communications on expanding usage via application of historical data on usage trends and click-thru rates.
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Recommended products to customers, thoroughly explaining details.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Answered constant flow of customer calls with minimal wait times.
- Cultivated customer loyalty, promoted repeat business and improved sales.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Investigated and resolved customer inquiries and complaints quickly.
Front Office Assistant
Jerome's Furniture
Moreno Valley, CA
10.2017 - 05.2021
- Attracts potential customers by answering product and service questions; suggesting information about other products and services
- Process orders, prepare correspondences and fulfill customer needs to ensure customer satisfaction
- Numerous customer service acknowledgments by customers and employees
- Active in employee social media
- I.T
- Liaison for home store.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
Front Desk Manager/Night Auditor
Azure Hotel and Suites Ontario
, CA
10.2016 - 11.2017
- Supervise all front office personnel and ensure proper completion of all front office duties
- Direct and coordinates the activities of the front desk, reservations, guest services, and other areas
- Prepare monthly reports and budget for front office department
- Maintain working relationships and communicates with all departments.
- Delivered above-and-beyond service to guests by making outside venue reservations and setting up tours.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Balanced hotel accounts and resolved discrepancies.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Trained and mentored staff on procedures, service standards and productivity strategies.
- Planned coverage needs and organized services to support incoming special events.
- Used quick response and dynamic service skills to build relationships with patrons, improving customer retention rate.
- Ran daily, weekly and monthly reports to close day and meet objectives.
- Monitored facility security for guest and personnel safety.
- Promoted local entertainment and sporting events and offered details to assist patrons.
Guest Services/ Night Auditor
Ayres Hotel & Spa
Moreno Valley, CA
03.2015 - 10.2016
- Handled check in and check out for 825 room AAA four diamond property
- Erformed job functions with attention to detail, speed and accuracy
- Esigned and implemented guest's room accommodations according to their interest
- Rained and Motivated all new staff
- Carried out all Concierge duties
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Investigated auditing discrepancies by reconciling cash drop and credit card transactions.
- Entered customer data into room system and updated information when patrons changed rooms.
- Reviewed daily financial statements and completed end-of-day paperwork in [Software] with 100% accuracy.
- Handled tasks and responsibilities for front office employees during periods of understaffing.
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly and marking discrepancies.
- Applied proper codes to invoices, files and receipts to keep records organized and easily searchable.
Night Auditor Gallery Host
Hyatt Place
Riverside, CA
03.2012 - 03.2015
- Produce accurate and timely reports displaying all finances on a daily basis
- Balance and audit for accurate room revenue, food and beverage revenue, cashiers' reports, guest and house accounts and telephone revenue
- Customer Service in charge of balancing account books rectifying mistakes and inconsistencies
- Complete knowledge of services provided by the hotel
- In charge of managing the hotel during the night shift and all employees during the overnight shift
- Creating billing, checking in/ out guests, food service, meeting prep, maintenance, housekeeping, and accounting
- Possessing skills in math, critical thinking, communication ( both written and verbal ).
Floor Manager
Advanced Entertainment Inc
Pomona, CA
01.2006 - 11.2013
- Over seeing all aspects of the operations
- Responsible for following city and/or state safety regulations, scheduling, monitoring staff, monitoring and building revenue, hiring, marketing, and training of staff
- Responsible for the success and safety of the business
- Arranging and conducting staff meetings.
- Completed efficient daily opening and closing processes to prepare teams and maintain optimal financial controls.
- Promoted sales with aggressive targets and clear goal attainment strategies for individual employees and teams.
- Mentored sales team in applying effective sales techniques and delivering top-notch customer service.
- Oversaw employee performance, corrected problems and increased efficiency to maintain productivity targets.
Customer Service
Homeq Servicing Mortgage Call Center
Rancho Cucamonga, CA
01.2004 - 01.2006
- With an attempt to collect a debt by making outbound calls and making payment arrangements for the Department of Education
- Light skip tracing, printing, faxing and mailing documents dealing with matters of a federal debt
- Vast knowledge of rules and regulations of the Fair Debt Collection
- Ractices Act
- Good listening skills and a great communicator
- Very internet savvy
- Call center customer service assisting, Assist with customers' mortgage payment, data entry, administrative duties, multi-line inbound call taking with 400+ calls daily, escrow account, insurance, loan maintenance, etc
- Transfer calls to appropriate staff members
- Identify, research and resolve customer concerns
- Complete call logs and reports
- Respond promptly to customer inquiries.
Customer Service Representative
San Manuel Indian Bingo And Casino
01.2001 - 01.2004
- Assist customers in any aspect of the facility, answer and provide resolution to concerns, sell tickets and merchandise, teach customers about casino gaming, assist other departments in their duties, promote the casino in outside venues, escort customers to their vehicles, and provide excellent customer service
- Data entry experience and inventory taking
- Handle and resolve customer concerns
- Direct requests and unresolved issues to designated resource
- Follow up on customer inquiries.
Education
Diploma - General Studies And Advanced Placement Studies
Rancho Verde High School
01.1995 - 01.1999
Information Technology
California Technical Academy
Riverside, CA 06.2021 - Current
Skills
Customer demographics
Additional Information
- Willing to relocate: Anywhere, Authorized to work in the US for any employer
Timeline
Internet Technical Support Representative
Spectrum
06.2021 - Current
Information Technology
California Technical Academy
06.2021 - Current
Front Office Assistant
Jerome's Furniture
10.2017 - 05.2021
Front Desk Manager/Night Auditor
Azure Hotel and Suites Ontario
10.2016 - 11.2017
Guest Services/ Night Auditor
Ayres Hotel & Spa
03.2015 - 10.2016
Night Auditor Gallery Host
Hyatt Place
03.2012 - 03.2015
Floor Manager
Advanced Entertainment Inc
01.2006 - 11.2013
Customer Service
Homeq Servicing Mortgage Call Center
01.2004 - 01.2006
Customer Service Representative
San Manuel Indian Bingo And Casino
01.2001 - 01.2004
Diploma - General Studies And Advanced Placement Studies
Rancho Verde High School
01.1995 - 01.1999
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