Anntwynnette Beck
Oak grove,KY
Summary
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Friendly and empathetic with excellent communication skills, dedicated to providing outstanding service and support. Possesses solid understanding of customer needs and conflict resolution, coupled with strong problem-solving abilities. Aiming to build positive customer relationships and contribute to customer satisfaction and loyalty.
Overview
24
24
years of professional experience
Work History
VIP Services Representative
Resorts Casino & Hotel
03.2001 - 12.2017
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Streamlined reservation processes for improved efficiency, resulting in increased bookings and revenue.
- Facilitated communication between VIP guests and hotel management to ensure all needs were met during their stay.
- Promptly responded to inquiries and requests from prospective customers.
- Organized exclusive events for VIP guests, creating memorable experiences that encouraged repeat visits.
- Achieved higher levels of guest satisfaction by providing personalized recommendations based on individual preferences and interests.
- Met customer call guidelines for service levels, handle time and productivity.
- Developed a thorough understanding of available amenities, offerings, and pricing strategies in order to effectively upsell products or services when appropriate.
- Maintained detailed records of VIP guest preferences to personalize their experience during future visits.
- Collaborated with other team members to consistently deliver top-notch service to all guests, including high-profile individuals.
- Built strong relationships with high-profile clients, fostering loyalty and repeat business.
- Assisted in training new team members on company policies and procedures related to the handling of VIP services.
Front Desk Agent
Trump Taj Mahal Casino Hotel
04.1998 - 09.2008
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
Valet Cashier
Tropicana Casino And Resort
03.1998 - 06.2001
- Customer care servicing inbound and outbound customer calls for a healthcare company
- 12+ consecutive months in the top20% of best customer satisfaction surveys among an800+ agent workforce
- Successfully remained in the top20% of an800+ agent workforce for low call-handling times and “not on phone” time for12+ months
- Assisted10-15 customers requiring pharmacy assistance per hour and placed outbound calls to doctors offices and pharmacies for those customers
- Maintained and secured revenue during shift to avoid theft or shortage.
- Expedited vehicle retrieval process by coordinating effectively with valet attendants regarding guest requests.
- Developed positive working relationships with colleagues through open communication channels that fostered teamwork.
- Resolved guest disputes calmly and effectively, resulting in high levels of guest satisfaction.
- Maintained a clean work area throughout shifts to exceed hygiene standards set forth within company policy.
- Collaborated closely with other departments to provide seamless service delivery across multiple areas of the hotel or facility''s operations.
- Enhanced customer satisfaction by efficiently processing cash transactions and maintaining accurate financial records.
- Retrieved guest vehicle quickly to avoid long waits and maximize customer satisfaction.
- Maintained up-to-date knowledge on pricing structures and policies to accurately inform guests about their parking options.
- Processed credit card and cash payments for parking charges and provided customers with accurate detailed receipts.
Bus Greeter
Claridge Casino Hotel
06.1994 - 06.1997
- Conducted regular safety checks of buses before departure, ensuring that all necessary equipment was functional and uptodate.
- Managed crowds during busy periods by directing traffic flow and maintaining order among waiting passengers.
- Participated in ongoing training programs to stay current on industry developments and best practices in customer service delivery.
- Demonstrated strong knowledge of local attractions when assisting tourists with directions or recommendations for sightseeing opportunities during layovers.
Education
Microsoft Office Video Training Courses - Word, Excel, PowerPoint
Microsoft
01.2010
High School Diploma -
Holy Spirit
Absecon, NJ06.1995
Skills
- Service-minded
- Communication – verbal& written
- Conflict resolution
- Time management
- Problem solving
- Proactive planning
- Microsoft Office
- Dependability
- Data Entry
- Detail-oriented
- Empathy
- Active Listening
Timeline
VIP Services Representative
Resorts Casino & Hotel
03.2001 - 12.2017
Front Desk Agent
Trump Taj Mahal Casino Hotel
04.1998 - 09.2008
Valet Cashier
Tropicana Casino And Resort
03.1998 - 06.2001
Bus Greeter
Claridge Casino Hotel
06.1994 - 06.1997
Microsoft Office Video Training Courses - Word, Excel, PowerPoint
Microsoft
High School Diploma -
Holy Spirit
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