Aiyana Johnson
Puyallup,WA
Summary
Proactive customer service leader with proven knowledge of customer needs and support strategies. Develops and leads high-performance teams focused on customer retention and loyalty. Improves performance continuously by adjusting strategies and coaching individual team members.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Front Office Manager
Home2 Suites by Hilton
07.2024 - Current
- Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
- Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
Lead Server
Dave and Busters
07.2023 - 07.2024
- Managed high volume dining periods with effective time management and strong multitasking abilities.
- Promoted a positive workplace culture through teamwork, open communication, and mutual support among coworkers.
- Cultivated warm relationships with regular customers.
- Oversaw daily operations of service team, delegated tasks, and trained new staff.
- Handled customer complaints professionally, resolving issues through diplomatic acknowledgment and commitment to service.
Front Desk Agent
Homewood Suites by Hilton
01.2023 - 01.2024
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
Virtual Assistant
Division and Family and Childrens Services
04.2022 - 09.2022
- Answered and screened calls to provide information, schedule appointments and take detailed messages.
- Monitored emails, organized inbox, and prioritized messages for supervisor.
- Managed multiple priorities effectively under tight deadlines while remaining detail-oriented throughout each task.
- Completed business correspondence, transcription, and data entry.
Tax Service Associate
Gwinnett County Tag Office
06.2020 - 01.2022
- Fielded public information requests regarding vehicle registration policies and procedures
- Related requirements and regulations regarding vehicle registration policies and procedures
- Aided with police department auctions of abandoned automobiles
- Collected vehicle registration fees and processed payments for property taxes.
Education
Certificate of Completion - Phlebotomy
Atlanta Career Institute
Norcross04-2024
Skills
- Effective multitasking
- Workflow optimization
- Customer service
- Customer relations
Certification
- Washington State Food Worker Card, 2024
- TIPS Washington Mandatory Alcohol Server Training, 2024
- Washington State Medical Assistant Phlebotomist Certification, 2024
- NHA Certified Phlebotomy Technician (CPT), 2024
- Basic Life Support CPR & AED, 2024
- Serv Safe National Restaurant Association Alcohol, 2023
Timeline
Front Office Manager
Home2 Suites by Hilton
07.2024 - Current
Lead Server
Dave and Busters
07.2023 - 07.2024
Front Desk Agent
Homewood Suites by Hilton
01.2023 - 01.2024
Virtual Assistant
Division and Family and Childrens Services
04.2022 - 09.2022
Tax Service Associate
Gwinnett County Tag Office
06.2020 - 01.2022
Certificate of Completion - Phlebotomy
Atlanta Career Institute