Ann Alecia browne
Jacksonville,FL
Summary
To succeed in a stimulating and challenging environment, building the success of the company while I experience advancement opportunities and increased knowledge.
Overview
25
25
years of professional experience
Work History
Assistant Manager
Genpact
Jacksonville, FL
06.2024 - Current
- Improve communication within the team through regular meetings, updates, and open channels of communication.
- Manage daily operations effectively, ensuring timely completion of tasks and accurate reporting of results.
- Report issues to higher management with great detail.
- Interact with customers to build connections and nurture relationships.
- Coordinate with other departments on joint projects, streamlining processes for maximum efficiency across all business units.
- Train/guide team members to maintain high productivity and performance metrics.
- Track employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
Operations Supervisor
FIS Global
01.2018 - 06.2024
- Monitors staff performance, works with employees to implement goals and document progress
- Handles/troubleshoot all Document Services Department IT related issues and communicate cases to the IT department via ticket creations
- Analyzes and implements changes or additions to software systems and production guides
- Assist subordinates in effective use of resources and tools
- Troubleshoots issues that arise; handles escalated problems/questions from team
- Ensures deadlines and production schedules are met and reallocates workloads as necessary
- Monitor document order process from initiation to finalization
- Developed working relationship with various internal departments
- Creates monthly billing reports and communicate with accounting
- Develops and keep updated client guides
Language Implementation Specialist
FIS Global
01.2016 - 01.2018
- Analyze marked-up documents from the legal team to create, code and update document in PRO system with IRS changes
- Communicate with the attorney’s to ensure that the language is accurate for release
- Maintain custom and internal databases with annual IRS changes
Business Analyst
FIS Global
01.2007 - 01.2016
- Developed high-quality documentation to support training efforts, helping employees fully understand new systems and procedures.
- Identified patterns and trends in large data sets and provided actionable insights.
- Supported software development projects by defining clear requirements and effectively communicating them to technical teams.
- Provided technical support for troubleshooting analytics and reporting issues.
- Generated standard and custom reports to provide insights into business performance.
- Actively participated in team meetings to share knowledge, exchange ideas, address challenges, and collaborate on potential solutions.
Program Coordinator
PRA Destination Management SE Florida
01.2005 - 01.2007
- Maintained detailed records of program activities and participant data, ensuring compliance with internal policies and external regulations.
- Developed marketing materials to promote program offerings, increasing awareness and participation rates among target audiences.
- Provided exceptional customer service to program participants through prompt response times and attentive assistance with inquiries or concerns.
- Organized events and workshops to engage participants, enhancing their learning experience within the program framework.
- Oversaw staff schedules and assignments to handle programming demands.
- Managed budgets and resources for successful execution of multiple programs simultaneously.
Hotel Reservationist
Hyatt Regency Coconut Point Resort
01.2004 - 01.2005
- Increased customer satisfaction by promptly and accurately processing hotel reservations.
- Processed reservation modifications and cancellations accurately, minimizing revenue loss for the hotel.
- Participated in ongoing training sessions provided by the company to continuously improve job performance and stay current on industry best practices.
- Managed high call volumes efficiently, maintaining professionalism and exceptional service standards.
- Maintained up-to-date knowledge of hotel promotions, policies, and room availability to provide accurate information to guests.
Hotel Front Desk Agent
Hyatt Harborside Hotel
01.2002 - 01.2004
- Maintained strong relationships with guests, addressing concerns promptly and effectively to ensure repeat business.
- Managed cash transactions accurately, maintaining proper financial records for the reception area.
- Ensured smooth communication between departments by relaying important information about guest preferences or special requests in a timely manner.
- Trained new front desk agents on policies and procedures, ensuring consistent execution of hotel standards.
- Handled guest complaints with professionalism, resolving issues promptly to retain customer loyalty.
- Developed strong rapport with returning guests, providing personalized service that led to increased positive reviews online.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
Telephone Travel Sales Agent
American Automobile Association of New York
01.2000 - 01.2002
- Developed high-quality documentation to support training efforts, helping employees fully understand new systems and procedures.
- Identified patterns and trends in large data sets and provided actionable insights.
- Supported software development projects by defining clear requirements and effectively communicating them to technical teams.
- Provided technical support for troubleshooting analytics and reporting issues.
- Generated standard and custom reports to provide insights into business performance.
- Actively participated in team meetings to share knowledge, exchange ideas, address challenges, and collaborate on potential solutions.
Education
Bachelor of Science - Travel/Tourism Management
Johnson & Wales University
06.1999
Skills
- Organizational skills
- Attention to detail
- Proficient in Microsoft Word, Excel, Access
- Understanding of different cultures
- Knowledge of retirement plans
- Knowledge of IT solutions troubleshooting
- Decision-making
- Teamwork and collaboration
- Staff training/development
References
References available upon request.
Timeline
Assistant Manager
Genpact
06.2024 - Current
Operations Supervisor
FIS Global
01.2018 - 06.2024
Language Implementation Specialist
FIS Global
01.2016 - 01.2018
Business Analyst
FIS Global
01.2007 - 01.2016
Program Coordinator
PRA Destination Management SE Florida
01.2005 - 01.2007
Hotel Reservationist
Hyatt Regency Coconut Point Resort
01.2004 - 01.2005
Hotel Front Desk Agent
Hyatt Harborside Hotel
01.2002 - 01.2004
Telephone Travel Sales Agent
American Automobile Association of New York
01.2000 - 01.2002
Bachelor of Science - Travel/Tourism Management
Johnson & Wales University