Alex Turley

• Managed office operations while scheduling appointments for department managers.
• Improved safety procedures to promote employee well-being and safety and protect company from potential liability.
• Developed and maintained successful relationships with vendors, suppliers and contractors.
• Successfully managed budgets and allocated resources to maximize productivity and profitability.
• Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
• Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
• Performed event coordination for larger parties and gatherings.
• Coordinated with participating vendors during event planning.
• Set up domestic and international flights for employees.

As a Customer Support Specialist at Yubico I am responsible for being a trusted concierge for Yubico website visitors, with the goal of ensuring Yubico customers find the information they need to successfully purchase and use the YubiKey.

• Work cross-functionally with product management, marketing, and the solutions organizations to improve the customer experience.

• Think critically and creatively to help automate and scale support experience through creating external and internal KB articles, and macros for the Customer Support Team.

• Identify and send possible sales leads to Sales and collaborating with Sales to improve the pre-sale user experience.

• Collaborate with Technical Support, Services, and Supply Chain teams to improve the post-sales user experience.

• Be the voice of the YubiKey user within the organization.

• Greet and assist visitors when they arrive at the office
• Assist in vendor relationship management
• Set up and break down of twice weekly catered lunch toemployees
• Monitoring of conference rooms for scheduling conflicts, supplies,cleaning, and assistance as needed to employees
• Maintain inventory and ordering of office supplies and food &beverage offerings for employees.

• Prepares work to be processed by gathering, sorting, organizing,and recording data, information, and documents
• Provides information by collecting, analyzing, and summarizinginformation; responding to requests
• Resolves complaints by investigating issues and composingresponses; referring non-standard complaints to appropriateleadership
• Updates job knowledge database for company as needed.

• Ensure payments and receipts for borrower transactions areprocessed timely, accurately within daily cut-off times anddeadlines
• Act as the process owner of customer journeys for paymentactivities; actively take part in improving customer experience
• Proactively research new payment methods and solutions witha view of achieving more streamlined process and/or improvedcustomer experience
• Actively seek ways of improving process efficiency, implementingindustry best practice and identifying cost saving initiatives.

• Leveraged knowledge of local attractions to create customized itineraries that catered to diverse interests of hotel guests.
• Enhanced guest satisfaction by promptly addressing inquiries and providing personalized recommendations.
• Implemented new procedures to optimize concierge team performance, resulting in higher guest satisfaction ratings.
• Assisted with event planning and coordination, ensuring successful execution of on-site events and special occasions.
• Serve as manager on duty and concierge supervisor for a 53-room private residence club/luxury hotel upholding an average occupancy of 85%.

• Resolved conflicts or issues quickly through diplomatic negotiations between parties involved in order to preserve client relationships.
• Fostered a positive work culture by mentoring new hires and sharing best practices within the team.
• Conducted research on behalf of clients to identify solutions for specific challenges or inquiries.
• Developed strong relationships with vendors and suppliers to negotiate favorable terms for client services.
• Handled sensitive information discreetly, maintaining confidentiality while assisting with personal requests from clients.
• Improved response time to client requests by implementing standardized procedures in task delegation among the concierge team.

• Enhanced guest experiences by providing personalized recommendations and assisting with reservations.
• Maximized guest satisfaction by promptly addressing concerns and resolving issues.
• Coordinated transportation arrangements for guests, ensuring timely arrivals and departures.
• Assisted guests with special needs or requests, demonstrating empathy and understanding in every interaction.
• Improved overall guest satisfaction by consistently exceeding expectations in all aspects of concierge services.
• Developed strong relationships with local businesses, facilitating exclusive deals for hotel guests.
• Promoted hotel amenities through engaging conversations with guests about their preferences and interests.
• Provided exceptional customer service to diverse clientele, fostering an atmosphere of inclusivity and respect.

• Coordinated with other departments to address guest needs promptly, enhancing overall satisfaction levels.
• Assisted in staff training, ensuring consistent quality service to guests from all team members.
• Proactively identified areas for improvement within the department through observation of daily operations and staff interactions with guests.
• Maintained accurate financial records, processing payments and balancing cash drawers daily.
• Executed all associate performance evaluations for department employees.
• Implemented a new program which increased guest service surveys by over 80 percent positive scores.