QuickBooks
Andre Jones
2663 Delk Rd,GA
Summary
Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.
Overview
10
10
years of professional experience
6
6
years of post-secondary education
1
1
Certification
Work History
Guest Service Associate
Bluegreen Vacations
Lincoln, NH
09.2023 - 03.2024
- Collaborated with team members to consistently exceed guest expectations through exceptional service delivery.
- Welcomed and acknowledged guests with smile, eye contact, and friendly verbal greeting using guest's name, boosting overall guest satisfaction scores 95%
- Collaborated with front-of-house and housekeeping departments to facilitate smooth hotel operations
- Organized transportation arrangements upon request from clientele, facilitating seamless travel experience
- Implemented upselling techniques during reservation process, increasing hotel revenue through upgraded rooms or additional services
- Resolved customer complaints diplomatically, resulting in enhanced guest relations and return visits
- Oversaw fast-paced front desk operations and guests' needs at busy facility
- Conducted regular inventory audits to maintain adequate supplies for guest needs and efficient operations
Front Desk Agent
The Village of Loon Mountain
Lincoln, NH
05.2023 - 03.2024
- Trained 4 new staff members in customer service techniques and hotel operations.
- Organized and detail-oriented with strong work ethic.
- Strengthened communication skills through regular interactions with others.
- Demonstrated leadership skills in managing projects from concept to completion.
- Introduced customers to resort amenities with pleasant and helpful demeanor
- Contributed to team success by consistently meeting or exceeding performance targets for guest satisfaction ratings and occupancy rates
- Developed and maintained positive relationships with guests for satisfaction
- Collaborated with housekeeping staff to maintain cleanliness standards in lobby and common areas
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed
- Maintained clean and organized front desk areas to uphold polished company image
Customer Service Representative/ Data Entry Representative /Administrative Assistant / Indoor Sales Representative
UniTrade Plus Ltd
Kingston, JA
12.2017 - 06.2021
- Managed timely and effective replacement of damaged or missing products.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Increased efficiency and performance productivity by 30% and providing feedback.
- Conducted regular quality assurance checks on interactions with customers to ensure agents were meeting established guidelines and standards for service excellence.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Exceeded performance metrics consistently, earning recognition as top performer within team.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
Administrative Assistant
EXIM Bank Jamaica
08.2018 - 09.2019
- Managed over 70 calls per day through PBX system
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Skilled at working independently and collaboratively in team environment.
- Promoted positive work environment through effective communication skills and fostering professional relationships among colleagues
- Restocked supplies and placed purchase orders to maintain adequate stock levels
- Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors
- Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems
- Promoted positive work environment through effective communication skills and fostering professional relationships among colleagues
- Scheduled office meetings and client appointments for staff teams
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues
- Developed strategies to streamline and improve office procedures
Customer Care Agent (JPS Account)
ITEL CX formerly (ITEL BPO Smart Solutions)
06.2016 - 06.2018
- Sought ways to improve processes and services provided.
- Cross-trained and backed up other customer service managers.
- Contributed towards a positive working environment by actively supporting colleagues during busy periods or when faced with challenging situations.
- Managed over 200 calls per day increasing sales by 45%
- Managed time efficiently in order to complete all tasks within deadlines.
- Promptly responded to inquiries and requests from prospective customers.
- Met customer call guidelines for service levels, handle time and productivity.
- Handled escalated calls professionally, mitigating potential complaints and securing continued business from clients.
- Provided empathetic assistance to distressed customers, demonstrating genuine concern for their needs and fostering brand loyalty.
- Applied effective time management techniques to meet tight deadlines.
Airline Passenger Service Agent
AJAS Aviation Services – JetBlue Airways (NMIA)
11.2015 - 07.2016
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Prepared detailed passenger manifests and other reports to meet organizational needs.
- Resolved passenger issues with empathetic communication and effective problem-solving techniques.
- Safeguarded sensitive passenger information by maintaining strict confidentiality standards at all times.
- Provided follow through on all calls with confirmations and dissemination of requested information.
- Managed over 50 calls per day.
Night Auditor
Pegasus Hotel Jamaica
05.2014 - 10.2015
- Supported sales efforts by proactively upselling available services to guests during their stay, increasing overall revenue growth.
- Prepared detailed end-of-shift reports, highlighting noteworthy incidents or areas requiring improvement for management review.
- Managed over 70 calls per day handling guest's queries and reservations.
- Excellent communication skills, both verbal and written.
- Demonstrated leadership skills in managing projects from concept to completion.
- Oversaw night auditing of daily room occupancy and hotel revenue.
- Updated customer accounts with add-on room charges, minibar use, and room service bills.
- Generated and printed daily financial reports to track hotel performance.
Education
Certification in Chaplaincy - Chaplaincy
National School of Theology
New York, NY 11.2023 - 05.2024
Certificate in Supervisory Management - Supervisory Management
UWI School of Continuing Studies
Kingston, JM 01.2017 - 07.2017
Caribbean Examination Council (CXC)
Jamaica 01.2004 - 01.2005
Diploma in Pastoral & Biblical Studies - Biblical Studies
College of Theology & Interdisciplinary Studies
St. Catherine, JM 01.2001 - 05.2004
Certificates in Computer Studies - Computer And Information Sciences
UWI School of Continuing Studies
Kingston, JM 01.1999 - 04.1999
Skills
Customer Service
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Achieved Customer return to property by completing brochures with accuracy and efficiency.
- Achieved collecting correct payments through effectively helping with Account billing.
- Supervised team of 5 staff members.
Software
Microsoft Office Suite
Certification
Certified Chaplain, National School of Theology
Timeline
Certified Chaplain, National School of Theology
11-2023
Certification in Chaplaincy - Chaplaincy
National School of Theology
11.2023 - 05.2024
Guest Service Associate
Bluegreen Vacations
09.2023 - 03.2024
Front Desk Agent
The Village of Loon Mountain
05.2023 - 03.2024
Administrative Assistant
EXIM Bank Jamaica
08.2018 - 09.2019
Customer Service Representative/ Data Entry Representative /Administrative Assistant / Indoor Sales Representative
UniTrade Plus Ltd
12.2017 - 06.2021
Certificate in Supervisory Management - Supervisory Management
UWI School of Continuing Studies
01.2017 - 07.2017
Customer Care Agent (JPS Account)
ITEL CX formerly (ITEL BPO Smart Solutions)
06.2016 - 06.2018
Airline Passenger Service Agent
AJAS Aviation Services – JetBlue Airways (NMIA)
11.2015 - 07.2016
Night Auditor
Pegasus Hotel Jamaica
05.2014 - 10.2015
Caribbean Examination Council (CXC)
01.2004 - 01.2005
Diploma in Pastoral & Biblical Studies - Biblical Studies
College of Theology & Interdisciplinary Studies
01.2001 - 05.2004
Certificates in Computer Studies - Computer And Information Sciences
UWI School of Continuing Studies
01.1999 - 04.1999