Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

ANDREA WILSON

San Antonio,TX

Summary

Results-driven managerial professional with track record of optimizing operational efficiency and leading teams to success. Recognized for fostering collaborative environment and delivering consistent results. Adept at navigating dynamic business challenges through strong problem-solving and communication skills.

Overview

23
23
years of professional experience
1
1
Certification

Work History

Assistant General Manager

Home2 Suites by Hilton Hotel
07.2022 - Current
  • Lead daily operations ensuring exceptional guest service and satisfaction.
  • Develop and implement staff training programs to enhance team performance.
  • Coordinate inventory management systems for efficient supply chain operations.
  • Streamline front desk processes, improving check-in efficiency and guest experience.
  • Manage budgeting and forecasting to optimize operational costs and revenue growth.
  • Oversee compliance with health and safety regulations, maintaining high standards.
  • Analyze customer feedback to identify areas for service improvement and innovation.
  • Cultivate relationships with local vendors to enhance service offerings and partnerships.
  • Handle cash accurately and prepared deposits.
  • Motivate, train, and discipline employees to maximize performance.
  • Collaborate with the General Manager on marketing initiatives to increase brand awareness and drive sales growth.
  • Monitor facility maintenance needs, coordinating repairs and upgrades as necessary to keep operations running smoothly.
  • Increase customer satisfaction by addressing and resolving concerns in a timely manner.
  • Resolve problems promptly to elevate customer approval.
  • Oversee inventory management processes to maintain proper stock levels and minimize spoilage or waste.
  • Mentor staff members, fostering a supportive work environment that enhanced employee performance and retention.

Technical Support Specialist

Volt/Vmc
06.2017 - 11.2018
  • Communicated with customers to identify issues, walk through solutions and initiate corrective actions to restore service and functionality.
  • Received inbound phone calls from customers to provide first-level support and remotely troubleshoot issues with service, equipment or customer accounts.
  • Documented and updated case notes for each customer and work order.
  • Maintained compliance with established and updated policies and procedures with minimal supervision.
  • Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
  • Set up new desktop systems and configured laptops for incoming employees and loaded required software and server permissions.
  • Removed malware and viruses from laptops and desktop systems using specialized software.
  • Updated and processed programming changes, equipment upgrades and customer and billing information.
  • Installed software updates and vulnerability patches on servers to prevent possible threats from penetrating networks.
  • Resolved record-breaking backlog of support tickets following major system malfunction.

Mental Health Technician

The Nix Mental Health Hospital
02.2016 - 06.2017
  • Identified and addressed individual mental health challenges to support patients.
  • Provided excellent service to patients through personable communication.
  • Documented patient interactions in compliance with HIPAA requirements.
  • Documented observations, interventions and concerns in patient charts and electronic systems, sustaining continuum of care from admission through to discharge.
  • Conducted 15-minute and unscheduled checks on patients, immediately responding to hazardous incidents or crises to maintain safe milieu.
  • Participated in treatment planning by helping to identify patients' problems, needs and strengths.
  • Conducted or assisted in treatment and rehabilitation of mental health patients by performing basic assessment procedures.
  • Interviewed new patients to complete admission forms and assess mental health status.
  • Bathed, fed and dressed patients based on individual abilities.
  • Engaged clients in therapeutic groups to promote coping skills, education and life skills.
  • Monitored prescribed psychotropic medications to assess medication effectiveness and side effects.
  • Handled vital sign monitoring, medication administration and patient behavior assessments.

Collections Specialist

Conn's Appliances
04.2013 - 02.2016
  • Notified customers of delinquent accounts with attempt to collect outstanding amounts.
  • Remained calm, stayed professional and provided exceptional service on calls, even when interacting with difficult individuals.
  • Processed payments over phone and set up recurring drafts.
  • Received payment and posted to appropriate customer accounts.
  • Arranged for debt repayment and established repayment schedule based on customer finances.
  • Recorded and updated customer personal accounts with accurate contact information.
  • Met demands of busy collections group by performing high volume of daily calls.
  • Reviewed accounts to determine payment plan compliance.
  • Recorded information about customers' financial status and collections status efforts.
  • Located and monitored overdue accounts using billing system to begin collections process.
  • Negotiated credit extensions to assist customers in paying overdue accounts.
  • Located debtors by utilizing skip tracking and other strategies.
  • Completed skip traces on customers failing respond to collection efforts.
  • Overcame objections by applying advanced training and persuasion techniques.
  • Communicated with post office and credit bureaus to track delinquent clients to new addresses.
  • Developed collection methods to achieve or exceed company financial goals.
  • Located and notified customers of delinquent accounts by mail, telephone or personal visits to solicit payment.
  • Prepared documentation required for collection and repossession activities.
  • Collaborated with legal department officials on bankruptcy cases for management of proceedings and post-petition payments.

Collections Specialist

Talbot Adams & Moore
08.2011 - 04.2013
  • Notified customers of delinquent accounts with attempt to collect outstanding amounts.
  • Remained calm, stayed professional and provided exceptional service on calls, even when interacting with difficult individuals.
  • Processed payments over phone and set up recurring drafts.
  • Received payment and posted to appropriate customer accounts.
  • Arranged for debt repayment and established repayment schedule based on customer finances.
  • Met demands of busy collections group by performing high volume of daily calls.
  • Recorded information about customers' financial status and collections status efforts.
  • Negotiated credit extensions to assist customers in paying overdue accounts.
  • Located debtors by utilizing skip tracking and other strategies.
  • Completed skip traces on customers failing respond to collection efforts.
  • Developed collection methods to achieve or exceed company financial goals.

Customer Service Sales Representative

Together Dating Service
11.2009 - 08.2011
  • Negotiated prices and set up contracts to finalize sales agreements.
  • Generated more than 40 leads per week and pursued appointment opportunities to convert prospects into new customers.
  • Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.

Front Desk Representative

Marriott Century Center
06.2005 - 11.2009
  • Answered phones to respond to customer inquiries and transferred calls to appropriate staff members.
  • Handled payment processing and provided customers with receipts and proper bills and change.
  • Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
  • Managed customer complaints and rectified issues to complete satisfaction.
  • Welcomed large volume of guests and improved overall customer service.
  • Received incoming calls and coordinated with staff to fulfill customer requests.
  • Cultivated professional relationships with guests, improving customer retention through coordinated service.
  • Conducted transactions, confirming patient information and processing according to standard protocol.
  • Arranged special accommodations for guests to enhance visitor experiences.
  • Monitored reservations to track incoming parties and special events.
  • Provided administrative support to coworkers, taking on additional tasks during high-volume periods.
  • Maintained important files, running reports and delivering updates on occupancy and revenue.
  • Worked with housekeeping and maintenance staff to address and resolve building and room issues.
  • Facilitated successful front desk operations for high-volume hotel.
  • Posted room charges for food, liquor and telephone calls based on individual customer actions.
  • Input customer data into reservation systems and updated to reflect room changes.

Reservations Agent

Marriott Reservation Center
06.2002 - 06.2005
  • Assisted customers via phone by providing confirmations, answering questions and offering general information.
  • Researched and resolved customer issues.
  • Relayed information on availability, pricing and discounts to customers.
  • Verified guest information and payment options ensuring accuracy and completeness.
  • Reviewed guest information and payment options, checking for accuracy and completeness.
  • Coordinated with front desk staff to maintain maximum occupancy.
  • Kept accurate knowledge of types of rooms available at various resort locations.
  • Suggested amenities suited to clients' needs.
  • Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
  • Processed incoming reservation calls and applied up-selling techniques to inform callers of premium services.

Education

High School Diploma -

James Madison High School
San Antonio, TX
06.2002

Skills

  • Cross-functional teamwork
  • Service excellence
  • Incident management
  • Meticulous attention to specifics
  • Prioritization skills
  • Customer Service Support
  • Organizational Skills
  • Problem-Solving
  • Active Listening
  • Customer Communication and Empathy
  • Supportive mindset
  • Conflict Resolution
  • Time Management
  • Friendly and Patient
  • Proficient in ProfitSword
  • Proficient in preparing tax packets for end of month
  • Customer Needs Assessment
  • Guest Amenities
  • Credit and Cash Payments
  • Safety and Security Procedures
  • Transportation Information
  • Issue Escalation
  • Room Key Issuance
  • Account Balancing
  • Verbal and Written Communication
  • Transportation Arrangements
  • Two-Way Radio Operation
  • Online Bookings Management
  • Housekeeping Notification
  • Inquiry Response
  • Computer Skills
  • Guest Message Transmission
  • Reservations Management
  • Guest Registration
  • Common Area Maintenance
  • Payment Collection
  • Phone and Email Etiquette
  • Payment Processing
  • Travel coordination
  • Incoming Mail Sorting
  • Feedback Collection
  • Account Review
  • Decision Making
  • Nightly Audits
  • Room Assignment
  • Invoicing and Billing
  • Check In and Check Out Procedures
  • Staff management
  • Inventory control
  • Operations management
  • Staff development

Accomplishments

    Nominated for Leader of the year Award 2024

Certification

  • Apprenticeship through Texas Department of Labor for Housekeeping - [2022]
  • Certifications in CPR

Timeline

Assistant General Manager

Home2 Suites by Hilton Hotel
07.2022 - Current

Technical Support Specialist

Volt/Vmc
06.2017 - 11.2018

Mental Health Technician

The Nix Mental Health Hospital
02.2016 - 06.2017

Collections Specialist

Conn's Appliances
04.2013 - 02.2016

Collections Specialist

Talbot Adams & Moore
08.2011 - 04.2013

Customer Service Sales Representative

Together Dating Service
11.2009 - 08.2011

Front Desk Representative

Marriott Century Center
06.2005 - 11.2009

Reservations Agent

Marriott Reservation Center
06.2002 - 06.2005

High School Diploma -

James Madison High School

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