Akwane Sylvester
Panama City Beach,FL
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
8
8
years of professional experience
Work History
Office Administration Manager
Elite Coast Employment Services
Panama City Beach, FL
01.2022 - Current
- Managed day-to-day office operations and provided administrative support.
- Ensured compliance with all relevant policies, procedures, and regulations.
- Maintained filing systems and organized documents for efficient retrieval of information.
- Assisted in the preparation of reports, presentations, and other materials as needed.
- Developed strategies to streamline office processes and improve efficiency.
- Provided guidance to staff on administrative matters such as recordkeeping and archiving.
- Monitored budget expenditures related to office operations and identified cost savings opportunities.
- Established relationships with external vendors to ensure timely delivery of goods and services as required.
- Processed invoices for payment in accordance with company policies and procedures.
- Performed data entry tasks including entering customer orders into the system accurately.
- Resolved customer inquiries promptly via phone or email communication.
- Served as a liaison between departments within the organization.
- Answered incoming calls in a professional manner; directed callers to appropriate personnel.
- Provided assistance with onboarding new employees; maintained employee records.
- Created reports using spreadsheets or database software programs when requested.
- Interacted professionally with customers and inside personnel, answering questions and responding to phone and email inquiries.
- Reviewed documents and obtained additional information to complete accurate paperwork and avoid delays.
- Processed financial documents, contracts, expense reports and invoices.
- Collaborated with administrative support to oversee calendars and prioritize meetings and appointments.
- Explained company personnel policies, benefits and procedures to employees or job applicants.
Front Desk Night Auditor
Radisson Hotel Oceanfront
Panama City Beach, FL
06.2023 - Current
- Greeted guests upon arrival and provided information regarding hotel services, amenities, and local attractions.
- Processed check-ins and check-outs of guests accurately in the hotel's computer system.
- Balanced daily revenue and prepared end-of-shift reports for management review.
- Resolved guest complaints promptly and professionally with a focus on customer satisfaction.
- Assisted in maintaining the cleanliness of the front desk area and lobby throughout shift.
- Verified valid forms of payment including credit cards, cash, checks, or other authorized methods.
- Answered phone calls from guests requiring assistance or information about hotel services.
- Handled all cash transactions securely according to company policies and procedures.
- Utilized problem solving skills when confronted with difficult situations involving customers or personnel.
- Ensured that all paperwork was processed properly before closing out shift.
- Performed nightly audit functions such as verifying account balances are correct.
- Responded quickly to emergency situations by contacting appropriate personnel immediately.
- Handled night audit paperwork, verification of daily room occupancy and hotel revenue reviews.
- Performed balance procedures for hotel accounts and resolved discrepancies.
- Managed late check-ins and provided information on hotel amenities, including dining establishments, spa hours and room service.
- Answered phones to respond to customer inquiries and transferred calls to appropriate staff members.
- Balanced accounts and conducted nightly audits to maintain PCI compliance and reporting standards.
- Checked auditing discrepancies by reconciling cash drop and credit card transactions.
Sales Associate
Elite Coast Auto Sales
Panama City Beach, FL
08.2022 - 09.2023
- Greeted customers and provided exceptional customer service.
- Provided accurate information about products, prices and services.
- Processed transactions using a point-of-sale system.
- Maintained up-to-date knowledge of store merchandise and policies.
- Built relationships with customers to encourage repeat business.
- Demonstrated product features and benefits for customers' needs.
- Handled customer complaints in a professional manner.
- Tracked sales performance metrics to identify trends in the market place.
- Developed promotional strategies to increase sales volume.
- Suggested ideas for improving store operations and increasing profits.
- Performed cashier duties such as accepting payments, issuing receipts and counting money back change.
- Maintained cleanliness of store environment including floors, windows, displays.
- Collaborated with management teams to develop innovative marketing strategies.
- Analyzed customer feedback data to recommend improvements in service quality.
- Helped customers find specific products, answered questions and offered product advice.
- Engaged customers in friendly, professional dialogue to determine needs.
Hotel Night Auditor
Resort Collection
Panama City Beach, FL
03.2021 - 09.2022
- Processed payments for all guest transactions accurately and efficiently.
- Prepared daily financial reports to ensure accurate account balances.
- Managed and monitored front desk operations, ensuring compliance with policies and procedures.
- Performed nightly audit of rooms' charges, taxes, settlements, and credit card postings.
- Addressed customer complaints in a professional manner to ensure satisfaction.
- Ensured that all guests had a pleasant stay by providing excellent customer service at all times.
- Completed end-of-shift paperwork such as incident reports and cash reconciliations.
- Handled night audit paperwork, verification of daily room occupancy and hotel revenue reviews.
- Ran end-of-day computer functions and closed out reports, submitting details for review.
- Audited and balanced cash and credit transactions daily and reset register for next day's operations.
- Managed late check-ins and provided information on hotel amenities, including dining establishments, spa hours and room service.
Customer Service Associate
Conduent Business Services
Montego Bay, Saint James
09.2020 - 02.2021
- Greeted customers and identified their needs.
- Resolved customer inquiries in a timely manner.
- Demonstrated active listening skills when responding to customer questions and complaints.
- Escalated unresolved customer issues to the appropriate department or manager for resolution.
- Suggested product solutions based on individual customer needs.
- Answered phone calls from customers promptly and courteously.
- Provided accurate quotes for requested products or services.
Customer Service Associate Team Leader
Intouch Cx Contact Centre
Montego Bay, Saint James
06.2016 - 08.2020
- Managed and monitored customer service team performance to ensure adherence to quality standards.
- Provided guidance, mentoring and training for new customer service associates.
- Ensured the successful resolution of customer inquiries in a timely manner.
- Conducted regular one-on-one meetings with team members to review individual goals and objectives.
- Identified areas of improvement and implemented solutions to enhance overall customer experience.
- Coordinated with other departments to resolve customers' issues quickly and efficiently.
- Analyzed customer feedback data to identify trends or opportunities for improvement.
- Collaborated with managers on developing effective strategies for meeting organizational objectives.
- Communicated regularly with customers via phone, email or chat applications about their inquiries or concerns.
- Monitored team progress against established targets and goals on a weekly basis.
- Assisted in resolving escalated complaints from customers.
- Created detailed reports on team performance metrics for senior management review.
- Implemented innovative methods for improving the efficiency of the customer support process.
- Organized monthly coaching sessions with associates focused on best practices in problem solving techniques.
Education
Bachelor of Arts - Business Administration
University of Technology, Jamaica
Kingston, Jamaica11-2017
Associate of Arts - Arts And Business
Spot Valley High Sixth Form
Montego Bay, Jamaica 06-2012
Skills
- Human Resources
- Project Management
- Payroll Administration
- Customer Engagement
- Business Administration
- Operations Management
- Administrative Support
- Staff Management
- Workforce Management
- Performance Improvement
- Customer Relationship Management (CRM)
Affiliations
- Event Planner Assistance
Timeline
Front Desk Night Auditor
Radisson Hotel Oceanfront
06.2023 - Current
Sales Associate
Elite Coast Auto Sales
08.2022 - 09.2023
Office Administration Manager
Elite Coast Employment Services
01.2022 - Current
Hotel Night Auditor
Resort Collection
03.2021 - 09.2022
Customer Service Associate
Conduent Business Services
09.2020 - 02.2021
Customer Service Associate Team Leader
Intouch Cx Contact Centre
06.2016 - 08.2020
Bachelor of Arts - Business Administration
University of Technology, Jamaica
Associate of Arts - Arts And Business
Spot Valley High Sixth Form
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