Ann Wallace-Godette
Havelock,NC
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
22
22
years of professional experience
Work History
Manager
Service Source
11.2020 - Current
- Accomplished multiple tasks within established timeframes.
- Onboarded new employees with training and new hire documentation.
- Cross-trained existing employees to maximize team agility and performance.
- Maximized performance by monitoring daily activities and mentoring team members.
- Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
- Developed and maintained relationships with customers and suppliers through account development.
- Managed over 40 employees.
- Cross-trained existing employees to maximize team agility and performance
- Accomplished multiple tasks within established timeframes
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground
- Maintained professional, organized, and safe environment for employees and patrons
- Maximized performance by monitoring daily activities and mentoring team members
- Onboarded new employees with training and new hire documentation
- Developed and maintained relationships with customers and suppliers through account development
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals
- Improved marketing to attract new customers and promote business
- Developed and implemented business strategies to achieve business goals and stay competitive
- Managed and motivated employees to be productive and engaged in work
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments
- Streamlined and monitored quality programs to alleviate overdue compliance activities
- Planned and budgeted accurately to provide business with resources needed to operate smoothly
- Improved safety procedures to create safe working conditions for workers
- Controlled costs to keep business operating within budget and increase profits
Warehouse Assistant
Vaughn Industries
08.2016 - 10.2020
- Loaded and unloaded pieces into boxes for shipment.
- Moved freight, stock and other materials to and from storage and production areas and loading docks.
- Received, stored and shipped goods and materials.
- Picked up incoming stock and delivered materials to designated locations.
- Sorted cargo before loading and unloading.
- Tagged all inbound merchandise with receiving date.
- Stacked and transported all overstock to storage areas.
- Cleaned and maintained warehouse in compliance with OSHA safety standards.
- Stacked and piled lumber, boards and pallets.
- Stocked, staged and transported goods.
- Swept floors and stored equipment at end of each shift.
- Used item Numbers to properly stock warehouse.
- Attached identifying tags to containers.
- Prepared orders for shipment by systematically picking, packing and labeling merchandise.
- Cleaned and maintained warehouse in compliance with OSHA safety standards.
- Placed incoming inventory in optimal storage locations to promote continued accuracy and easy retrieval.
- Used hand-held devices and computers to record and monitor inventory levels and completed audits to uncover and address inaccuracies.
- Operated forklifts to transfer inventory to and from target destinations.
- Alternated goods in inventory by observing first-in and first-out approach to keep shelves organized and properly stocked.
Customer Service Representative
BSH Home Appliances Corporation
09.2015 - 09.2016
- Answered over 80 calls per day by addressing customer inquiries, solving problems and providing new product information.
- Acted professionally and patiently when addressing negative customer feedback.
- Met or exceeded service and quality standards every review period.
- Gathered and verified all required customer information for tracking purposes.
- Mastery of customer service management systems and databases.
- Defused volatile customer situations calmly and courteously.
- Identified chronic customer issues by creating and maintaining customer complaint log.
- Conducted performance reviews for all Customer Service Representatives to reduce resolution time and improve customer satisfaction rates.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times
- Answered customer telephone calls promptly to avoid on-hold wait times
- Offered advice and assistance to customers, paying attention to special needs or wants
- Provided primary customer support to internal and external customers
- Responded to customer requests for products, services, and company information
- Updated account information to maintain customer records
- Answered constant flow of customer calls with minimal wait times.
Housekeeping Supervisor
Doubletree by Hilton
06.2014 - 09.2015
- Scheduled staff shifts to cover peaks and lulls in customer inquiries.
- Trained staff on operating procedures and company services.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Managed work flow to exceed quality service goals.
- Strong leader of customer support staff.
- Updated team members about changes in hotel products, services, pricing and policies.
- Accepted accountability for all assigned building keys, master keys and access cards.
- Verified that all storage areas and carts were clean and organized.
- Ordered and distributed housekeeping supplies while adhering to fixed housekeeping budget.
- Managed housekeeping supplies, vendors, organization and upkeep.
- Drafted biweekly time sheets for 45 employees.
- Oversaw daily office operations for staff of employees.
- Oversaw inventory
- Communicated repair needs to maintenance staff.
- Placed orders for housekeeping supplies and guest toiletries
- Worked with front desk to respond promptly to all guest requests
- Trained and mentored all new personnel to maximize quality of service and performance
- Communicated repair needs to maintenance staff
- Conducted regular room inspections to verify compliance with housekeeping standards
- Investigated guest complaints and resolved issues to increase customer satisfaction and establish trust
- Increased employee performance through effective supervision and training
- Disposed of trash and recyclables each day to avoid waste buildup
Front Office Supervisor
Doubletree by Hilton
05.2013 - 06.2014
- Investigated and resolved customer inquiries and complaints in empathetic manner.
- Cross-trained and backed up other customer service managers.
- Adhered to all confidentiality requirements at all times.
- Met all customer call guidelines including service levels, handle time and productivity
- Solved unresolved customer issues.
- Promptly responded to inquiries and requests from prospective customers.
- Strong leader of customer support staff.
- Addressed and resolved customer product complaints empathetically and professionally.
- Defused volatile customer situations calmly and courteously.
- Provide excellent customer service per standards of hotel, and assist in situations to ensure customer satisfaction.
- Ensure guest requests, inquiries and concerns are addressed and completed in timely manner.
- Assisting with delivery and execution of Hilton Honors loyalty program including amenities, guest welcome letters and profile updating.
- Working with all Hotel Departments to ensure we meet or exceed guest expectations and all guest billing is accurate and up to date at time of departure.
- Assist in providing staff with ongoing coaching, training and development.
- Coordinate hotel emergency procedures within scope of defined plans.
- Prepare reports, handle special projects and assignments as required.
- Created, documented and updated company policies to guide front office personnel in service excellence and industry best practices.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Coached employees through day-to-day work and complex problems
- Prepared agendas and took notes at meetings to archive proceedings
- Prepared reports to assist business leaders with key decision making and strategic operational planning
Tax Advisor
H and R Block
12.2005 - 03.2013
- Calculate form preparation fees according to return complexity and processing time required.
- Interview clients to obtain additional information on taxable income and deductible expenses and allowances.
- Consult tax law handbooks or bulletins in order to determine procedures for preparation of atypical returns.
- Use all appropriate adjustments, deductions, and credits to keep clients' taxes to minimum.
- Compute taxes owed or overpaid, using adding machines or personal computers, and complete entries on forms, following tax form instructions and tax tables.
- Furnish taxpayers with sufficient information and advice in order to ensure correct tax form completion.
- Review financial records such as income statements and documentation of expenditures in order to determine forms needed to prepare tax returns.
- Prepare or assist in preparing simple to complex tax returns for individuals or small businesses.
- Check data input or verify totals on forms prepared by others to detect errors in arithmetic, data entry, or procedures.
- Completed and filed returns with tax departments at local, state and federal levels.
- Reviewed clients tax filing papers thoroughly to determine eligibility for additional tax credits or deductions.
- Maintained complete records of client tax returns and supporting documentation in secured areas.
- Prepared tax returns, extensions, tax planning calculations and write-ups for organizations and entities.
- Offered clients recommendations to reduce tax liabilities.
Call Center Representative
West Employment Inc
04.2007 - 08.2010
- Effectively managed high-volume of inbound and outbound customer calls.
- Addressed and resolved customer product complaints empathetically and professionally.
- Defused volatile customer situations calmly and courteously.
- Accurately documented, researched and resolved customer service issues.
- Identified chronic customer issues by creating and maintaining customer complaint log.
- Resolved service, pricing and technical problems for customers by asking clear and specific questions.
- Managed high call volume with tact and professionalism.
Office Assistant
Friends Helping Friends
04.2001 - 12.2005
- Oversaw daily office operations for staff of 15 employees.
- Oversaw inventory and office supply purchases.
- Opened and properly distributed incoming mail.
- Answered and managed incoming and outgoing calls while recording accurate messages.
- Scheduled clients Doctor appointments
- Provided excellent customer service to all clients
- Interacted with customers by phone, email or in-person to provide information.
- Completed clerical tasks such as filing, copying and distributing mail.
- Delivered clerical support by handling range of routine and special requirements.
- Executed record filing system to improve document organization and management.
- Processed invoices and expenses using QuickBooks to facilitate on-time payment.
- Delivered clerical support by handling range of routine and special requirements
- Interacted with customers by phone, email, or in-person to provide information
- Maintained and updated office records, both digital and physical
- Assisted with budgeting and financial management to keep office operating within budget
Education
Income Maintenance 1
Carteret Community College
Morehead City, NC09.2018
High School Diploma - undefined
East Carteret High School
Beaufort, NC1998
Skills
- MS Windows proficient
- Exceptional communication skills
- Strong client relations
- Multi-line phone talent
- Policies and procedures
- Mathematical calculations
- Verbal and written communication
- Staff Management
Timeline
Manager
Service Source
11.2020 - Current
Warehouse Assistant
Vaughn Industries
08.2016 - 10.2020
Customer Service Representative
BSH Home Appliances Corporation
09.2015 - 09.2016
Housekeeping Supervisor
Doubletree by Hilton
06.2014 - 09.2015
Front Office Supervisor
Doubletree by Hilton
05.2013 - 06.2014
Call Center Representative
West Employment Inc
04.2007 - 08.2010
Tax Advisor
H and R Block
12.2005 - 03.2013
Office Assistant
Friends Helping Friends
04.2001 - 12.2005
Income Maintenance 1
Carteret Community College
High School Diploma - undefined
East Carteret High School
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