Alaphia Jackson
Myrtle Beach,USA
Summary
Energetic and organized with knack for leadership and problem-solving. Well-versed in strategic planning and operational efficiency, along with strong analytical and communication skills. Committed to driving team success and achieving organizational goals.
Overview
10
10
years of professional experience
Work History
Front Desk Night Auditor
Westgate Oceanfront Resort
05.2024 - Current
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Ensured accurate financial transactions for guests by meticulously processing night audit tasks.
- Kept accounts in balance and ran daily reports to verify totals.
- Managed reservations accurately, preventing overbooking situations and guaranteeing smooth guest arrivals.
- Logged wake-up call requests and set up automatic rings in system.
- Supported daytime staff by preparing necessary reports and documents for seamless shift transitions.
- Performed nightly updates to room charges and rates.
- Communicated effectively with other departments such as housekeeping, maintenance, and food and beverage services to meet guest needs efficiently.
- Improved guest satisfaction by efficiently handling check-ins and check-outs during overnight shifts.
- Maintained strong relationships with returning guests by providing personalized service and attending to their specific needs during overnight stays.
TEAM MANAGER
Sutherland Global Service
05.2022 - 03.2024
- Conducted regular employee performance evaluations to offer constructive feedback and solutions to propel improvements and growth
- Initiated training sessions and coached employees to develop effective staff
- Delegated work assignments and prioritized tasks
- Oversaw daily workloads and workflow for smooth operations
- Analyzed and measured employee performance, taking appropriate disciplinary action or recognition based on work performance
- Created shift schedules and coordinated with team members to maintain sufficient staffing levels during employee absences
- Led regular team meetings to communicate current business trends and relevant updates
- Set goals for performance and deadlines to comply with company plans and vision
- Analyzed business performance data to identify areas of strength and improve areas of weakness
- Motivated team members to consistently achieve or exceed performance expectations
- Coached team for success by using corrective action processes
- Partnered with upper management and HR to identify effective resolutions for employee relations issues
- Conducted root causes analysis to develop corrective action plans
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs
TEAM MANAGER
Conduent
03.2016 - 04.2022
- Direct team of20 to achieve service initiative objective and maximize customer satisfaction; successfully process1,000+ benefits enrollment monthly
- Oversee recruitment, hiring, and training of customer service staff to further company goals and sustain high customer service benchmarks
- Manage monthly customer service and quality metrics; evaluate error rates, call volumes, and customer complaints; and develop and implement plans to correct deficiencies in service
- Develop, implement, and update best practices to streamline operations, standardize processes, and enhance customer service
- Conduct training sessions twice a year with over40-line staff to refresh agents on the proper customer service techniques
- This results in a customer satisfaction rate increase of3 percent
- Monitor queue using CMS Avaya Supervisor
- Creating and updating schedule using IEX
TEACHER
Ferncourt High School
01.2015 - 02.2016
- Implemented a series of activities-based learning programs, which increased student interest in regular lessons
- Decreased teaching aids cost by50% by introducing technology-based learning
- Established and implemented an applied behavioral program that enriched the student learning experience and improved their ability to initiate school projects independently, thereby reducing the instructional time by20%
Education
Bachelor of Science - Counseling
Northern Caribbean University
Mandeville Jamaica08-2014
Skills
- Time management
- Credit and cash payments
- Customer assistance
- Welcoming guests
- Team leadership
- Decision-making
- Customer service
- Verbal and written communication
- Complex Problem-solving
- Staff training and development
Timeline
Front Desk Night Auditor
Westgate Oceanfront Resort
05.2024 - Current
TEAM MANAGER
Sutherland Global Service
05.2022 - 03.2024
TEAM MANAGER
Conduent
03.2016 - 04.2022
TEACHER
Ferncourt High School
01.2015 - 02.2016
Bachelor of Science - Counseling
Northern Caribbean University