Amber Wright
Chicago,IL
Summary
Dedicated Front Desk Receptionist with excellent experience in industry. Maintains professional appearance and demeanor and expertly completes assigned tasks with focus on quality. Dependable and quick-learning team player with effective communication and organization skills.
Overview
7
7
years of professional experience
Work History
Call Center Team Lead
Heatwave Heating & Cooling
Kankakee, IL
11.2019 - 09.2021
- Generated reports detailing metrics such as call times and satisfaction ratings.
- Minimized process lags through operations protocols and client account management training.
- Responded to customer requests for products, services and company information.
- Motivated employees to increase productivity and maximize service quality with hands-on leadership style.
- Responded to team support questions quickly to maintain call center efficiency.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Recommended products to customers, thoroughly explaining details.
- Handled advanced issues with calm, knowledgeable and professional approach.
- Educated customers on company systems, form completion and access to services.
Manager
The Children's Place
Chicago, IL
01.2018 - 04.2019
- Controlled costs and optimized spending via restructuring of budgets for labor, capital assets, inventory purchasing and technology upgrades.
- Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals.
- Reviewed performance data to monitor and measure productivity, goal progress and activity levels.
- Developed and maintained relationships with customers and suppliers through account development.
- Recorded inventory sales into organization's weekly income report.
- Achieved or exceeded financial goals on regular basis by controlling expenses, optimizing schedules and regulating inventory usage.
- Raised performance in areas of sales, management and operations by identifying and targeting areas in need of improvement.
- Assessed supplier quality to maintain tight cost controls and maximize business operational performance.
- Evaluated employees' strengths and assigned tasks based upon experience and training.
- Established and administered annual budget with controls to prevent overages, minimize burn rate and support sustainability objectives.
- Reduced process bottlenecks by training and coaching employees on practices, procedures and performance strategies.
- Directed staff and managed annual capital budget.
- Maximized performance by monitoring daily activities and mentoring team members.
- Compiled data highlighting key metrics to report information, determine trends and identify methods for improving store results.
- Prepared and recommended long-range plans for development of department personnel.
- Improved operational planning and business frameworks to enhance resource utilization and reduce waste.
- Onboarded new employees with training and new hire documentation.
- Accomplished multiple tasks within established timeframes.
- Monitored and supported progress of plant production orders by managing shop capacity and loading functions at several facilities.
- Maximized productivity by keeping detailed records of daily progress and identifying and rectifying areas for improvement.
- Applied customer feedback to develop process improvements and support long-term business needs.
- Propelled continuous improvements and strategically capitalized on current market trends.
- Evaluated report data to proactively adjust and enhance operations.
- Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
- Executed regular process updates to reduce discrepancies and enhance scheduling across production calendars and programs.
- Approved regular payroll submissions for employees.
- Delivered feedback to decision-makers regarding employee performance and training needs.
Front Desk Receptionist
Hampton Inn By Hilton
Macomb, IL
07.2016 - 11.2017
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
- Prepared weekly employee work schedules for team members.
- Explained details regarding property to acclimate patrons to resort environment.
- Used internal software to process reservations, check-ins and check-outs.
- Maintained transaction security by verifying payment cards against identification.
- Responded swiftly to room requests and other inquiries made via establishment website, email or phone.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Promoted local entertainment and sporting events and offered details to assist patrons.
- Updated customer accounts with add-on room charges, minibar use and room service bills.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Monitored office supplies by checking inventory and placing orders.
- Planned coverage needs and organized services to support incoming special events.
- Transcribed phone messages and relayed to appropriate personnel.
- Confirmed relevant guest information and payment methods to prevent fraud.
- Contacted housekeeping staff and maintenance department immediately to resolve guest room issues.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Protected guest valuables with main safe or in individual boxes to maximize security.
Sales Lead
Call It Spring
Chicago, IL
05.2014 - 06.2016
- Analyzed prior delivery processes and uncovered more efficient method.
- Organized store merchandise racks and displays to promote and maintain visually appealing environments.
- Monitored sales team performance and provided constructive feedback.
- Led sales team to exceed quarterly sales goals.
- Reported sales data to upper management for review.
Education
High School Diploma -
Simeon Career Academy
Chicago, ILSocial Work
Western Illinois University
Macomb, IL04.2018
Skills
- Multitasking and Prioritization
- Efficient and Detail-Oriented
- Customer Data Confidentiality
- De-escalation Techniques
Timeline
Call Center Team Lead
Heatwave Heating & Cooling
11.2019 - 09.2021
Manager
The Children's Place
01.2018 - 04.2019
Front Desk Receptionist
Hampton Inn By Hilton
07.2016 - 11.2017
Sales Lead
Call It Spring
05.2014 - 06.2016
High School Diploma -
Simeon Career Academy
Social Work
Western Illinois University