Aderonke Adekunlewright

• Served as Scrum Master and customer support liaison, tracking and addressing customer-reported defects in a global mobile application.
• Partnered with engineering and support teams to prioritize critical customer issues, ensuring resolution within 24 hours and enhancing user satisfaction.
• Guided agile ceremonies with a focus on customer feedback loops, ensuring user needs directly informed backlog prioritization and delivery.
• Delivered clear, timely communication to customers and stakeholders, ensuring transparency on issue status and resolution steps.
• Utilized data entry and analytics tools to log and monitor defect trends, providing actionable insights for ongoing product improvements.
• Supported cross-functional teams in balancing agile delivery with exceptional customer service responsiveness, resulting in improved customer retention.
• Partnered with Product Managers and Engineering leadership to maintain healthy backlogs, remove impediments, and ensure work was prioritized based on business value.
• Monitored sprint metrics, team health, velocity, and delivery trends to inform decision-making and drive continuous improvement initiatives.

• Welcomed members and guests, provided exceptional customer service, and created a positive & professional spa experience.
• Managed front desk operations, including scheduling and confirming spa service appointments, answering phone calls, and responding to guest inquiries.
• Processed payments accurately, balanced daily transactions, and maintained accurate sales and receipt records.
• Enrolled guests in spa programs and memberships while providing information about available services, amenities, and promotions.
• Maintained a clean, organized, and secure front desk area while ensuring guests were properly checked in and assisted throughout their visit.
• Communicated guest concerns, facility issues, and important information to management and team members to ensure timely resolution.
• Maintained accurate records and staff communication logs while ensuring important information was communicated across shifts.
• Monitored inventory, front desk supplies, assisted with restocking and preparing the facility for daily operations and special events.

• Answered phone calls promptly and recorded requested items accurately.

• Reviewed arrival schedules daily for returning guests, VIPs, and dignitaries.

• Recorded guest charges, gratuities, and cash transactions efficiently.

• Ensured compliance of outgoing orders with guest requests before delivery.

• Prepared amenities for all VIP guests prior to arrival.

• Coordinated food and beverage service for high-profile events and banquets.

• Managed inventory levels for food and beverage supplies; ordered as required.

• Trained new staff on service standards and operational procedures.

• Exceeded monthly goals consistently through exceptional customer service and effective data entry.
• Answered client concerns promptly to enhance satisfaction and retention.
• Researched properties to assess eligibility for property tax reductions.
• Processed documents for appeal submissions to county authorities.
• Assisted in delivering presentations for new sales initiatives to drive engagement.
• Conducted meetings with new employees to refine sales techniques and clarify monthly targets.
• Recognized as Employee of the Month for three separate months: June 2021, July 2022, and January 2024.