Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Certification
Affiliations
Timeline
Generic

Armani O'Bryant

Virginia Beach,Virginia

Summary

Recent graduate with excellent research, technical, and problem-solving skills. Detail-oriented and able to learn new concepts quickly. Highly-motivated employee with desire to take on new challenges. Strong work ethic, creativitiness, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Senior Guest Service Agent

GoldKey PHR
Virginia Beach, VA
07.2023 - Current
  • Coordinated with housekeeping staff to ensure rooms were cleaned according to standards.
  • Updated reservation system software regularly with accurate data entry.
  • Conducted periodic inspections of public areas within the hotel premises.
  • Performed daily shift audits to verify accuracy of financial transactions.
  • Responded promptly to emails from customers regarding their reservations or inquiries.
  • Ensured compliance with company policies and procedures related to guest services.
  • Provided excellent customer service to ensure a pleasant guest experience.
  • Adhered to safety protocols when dealing with hazardous materials such as cleaning supplies.
  • Resolved conflicts between staff members in a diplomatic manner.
  • Processed payments for guests' bills using cash registers and POS systems.
  • Assisted guests in making reservations, including providing information on room availability and rates.
  • Placed orders for and picked up flowers for guests.
  • Arranged for translators and other special services for guests.
  • Made reservations for spa treatments, restaurants and golf tee times.
  • Arranged for tours and expeditions, setting accommodations, transportation, equipment and medical personnel availability.
  • Explained how TV remote, heating/cooling, WiFi access and locks worked to hotel guests.
  • Scheduled space or equipment for special programs, meetings and conferences.
  • Maintained records of guest interactions, transactions, comments and complaints.
  • Fostered strong working relationships with hotel departments.
  • Trained new team members on proper customer service techniques and procedures.
  • Organized special events for hotel guests as requested by management.
  • Monitored security cameras to identify potential threats or suspicious activity.
  • Ensured that lobby areas were properly maintained at all times.
  • Handled all guest complaints or inquiries in a professional manner.
  • Managed telephone switchboard operations, including answering calls and directing them appropriately.
  • Provided concierge services such as arranging transportation or restaurant reservations for guests.
  • Greeted guests upon arrival and provided them with information about the hotel, local attractions and amenities.
  • Verified accuracy of guest accounts upon check-in and check-out.
  • Promoted high level of guest satisfaction through genuine, enthusiastic and friendly interactions.
  • 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.
  • Answered phones to respond to customer inquiries and transferred calls to appropriate staff members.
  • Managed customer complaints and rectified issues to complete satisfaction.
  • Welcomed large volume of guests and improved overall customer service.
  • Greeted walk-in and phone guests, determining interests and needs.
  • Greeted and assisted guests with variety of inquiries, promoting service standards.
  • Worked with housekeeping and maintenance staff to address and resolve building and room issues.
  • Cultivated professional relationships with guests, improving customer retention through coordinated service.
  • Input customer data into reservation systems and updated to reflect room changes.
  • Invited guests to join loyalty programs and special promotions to stay connected.
  • Gave clear directions to local museums, restaurants and places of interest to patrons.
  • Updated front desk's concierge book to maintain most relevant visitor information.
  • Built detailed knowledge on locations and points of interest to thoroughly answer guest questions.
  • Offered guests beverages and refreshments upon check-in.
  • Offered guests details regarding hotel's amenities, local arts and culture, nightlife, dining options, attractions and museums.
  • Transmitted information or documents to customers through email, mailings or facsimile machine.
  • Spoke with patrons to make conversation, answer questions or to respond to complaints.
  • Maintained client accounts by obtaining, recording and updating personal and financial information.
  • Took reservations from patrons by phone or online.
  • Greeted clients and provided personalized support to meet unique needs and promote brand loyalty.
  • Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
  • Built and maintained productive relationships with employees.
  • Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
  • Balanced accounts and conducted nightly audits to maintain PCI compliance and reporting standards.
  • Documented guest suggestions and complaints to facilitate process improvements with leadership.
  • Facilitated successful front desk operations for high-volume hotel.
  • Arranged special accommodations for guests to enhance visitor experiences.
  • Identified issues and established facts to produce practical decisions and solutions for guests.
  • Maintained knowledge of local activities and events to educate guests on options.
  • Organized and cleaned lobby and reception areas, fostering strong visual presentation.

Recreation Supervisor

Hilton Grand Vacations
Virginia Beach, VA
08.2021 - 05.2023
  • Participated in games and recreational activities which encouraged individuals and staff to join in.
  • Alleviated issues which arose between students to maintain positive, fun environment.
  • Mentored staff and students in safety procedures and protocols to prevent accidents and injuries.
  • Established long-lasting relationships with both staff members and students to support program success.
  • Oversaw the development of marketing plans to increase participation in recreation programs.
  • Organized staff scheduling to ensure adequate coverage of recreational activities.
  • Maintained accurate records of attendance at all recreation events and activities.
  • Researched potential grants or other funding sources to support additional program offerings.
  • Managed inventory of supplies and materials needed for recreation programs.
  • Coordinated special events such as holiday parties, sports tournaments, and outdoor activities.
  • Supervised the maintenance of all recreational equipment and facilities.
  • Implemented policies designed to maximize efficiency when assigning personnel resources.
  • Created promotional materials to advertise upcoming recreational activities in the community.
  • Served as an advocate for community engagement in outdoor recreation opportunities.
  • Conducted safety inspections to ensure compliance with health codes and regulations.
  • Advised participants on proper use of equipment or techniques necessary for participating in certain activities.
  • Developed and implemented comprehensive recreation programs for youth, adults, and seniors.
  • Monitored budget allocations for recreation department operations.
  • Organized volunteer recruitment efforts for various recreational activities.
  • Built and strengthened relationships with children, families, and team members.
  • Provided direction to part-time staff members during peak hours of operation.
  • Trained new employees on proper safety protocols for operating recreational equipment.
  • Assisted with the design of new initiatives that improve customer service standards within the department.
  • Collaborated with city officials on policy changes related to park usage or other public spaces.
  • Responded promptly to complaints from patrons regarding their experience with a particular activity or facility.
  • Ensured compliance with local, state, and federal laws related to recreation programming.
  • Guided patrons to exits or provided instructions in emergency situations.
  • Monitored and controlled expenses according to budgetary guidelines.
  • Supervised material acquisition, setup and teardown for periodic and special events.
  • Managed supply inventory for team and distributed resources to meet demand.
  • Sought out opportunities to improve service levels and corrected problems.
  • Settled disputes or helped solve other customer concerns.
  • Helped recruit, hire and train department employees.
  • Monitored activities to enforce rules and safety procedures or arrange removal of unruly patrons.
  • Assigned work to team members and evaluated performance against standards.
  • Initiated creative ideas and kept recreation programs entertaining and refreshing.
  • Erected fire prevention signage in woodland areas and cleared hiking path of fallen trees and debris.

Front End Cashier

Wegmans Family Food Markets
Virginia Beach, VA
03.2018 - 09.2022
  • Handled cash, card, check, gift card and coupon transactions for customer purchases.
  • Greeted customers warmly and asked if they needed help.
  • Processed customer payments using cash, debit cards, credit cards, gift certificates and vouchers.
  • Resolved customer complaints in an efficient manner while maintaining excellent customer service standards.
  • Assisted customers in locating items throughout the store.
  • Provided accurate change to customers when making transactions.
  • Ensured that all checkout areas were adequately stocked with bags, paper rolls and other supplies.
  • Kept register terminal area and store clean and orderly.
  • Packed and bagged products according to customer preferences.
  • Dealt courteously with irate or difficult customers in order to defuse potentially volatile situations.
  • Verified customer purchases with valid identification.
  • Answered customers' questions about products, prices, and availability.
  • Followed company policies regarding returns and exchanges.
  • Cross-checked price tags against scanned items to ensure accuracy of total purchase amount.
  • Addressed and resolved customer complaints with friendly and level-headed assistance.
  • Performed opening duties such as counting money in register drawers and reconciling receipts with sales totals.
  • Informed customers of current sales promotions and discounts available.
  • Organized register supplies in front end and storage areas.
  • Maintained a clean workstation by wiping counters and organizing supplies.
  • Checked expiration dates on products before ringing up orders for customers.
  • Trained new team members in cash register operation, stock procedures, and customer services.
  • Processed sales, returns, and exchanges using POS register system.
  • Operated electronic scanners to enter product information into computer system.
  • Learned roles of other departments to provide coverage and keep store operational.
  • Performed cash count-out at end of each shift and addressed all queries from customers.
  • Stocked shelves with merchandise and ensured that displays were organized attractively.
  • Balanced out cash drawer at the end of each shift.
  • Helped with purchases and signed customers up for rewards program.
  • Adhered to all health regulations concerning food handling practices.
  • Organized shopping carts for customers after their purchases had been completed.
  • Kept records of transactions by recording amounts received from customers in register logs.
  • Identified customer needs and promoted matching targets to enhance store revenue.
  • Promoted specific items to drive sales and achieve add-on purchases.
  • Investigated and resolved customer complaints regarding [Type] issues.
  • Answered customer questions face-to-face or by phone.
  • Greeted customers promptly and responded to questions.
  • Maintained work area and kept cash drawer organized.
  • Processed customer payments quickly and returned exact change and receipts.
  • Welcomed customers, offering assistance to help find store items.
  • Established or identified prices of goods and services and tabulated bills with optical price scanners and cash registers.
  • Adhered to social distancing protocols and wore mask or face shield.
  • Processed returned merchandise by strictly following store return and exchange procedures.
  • Checked personal identifications during alcohol and tobacco sales.
  • Processed efficient and accurate cash, check, debit and credit card payments using Point-of-Sale system.
  • Offered customers carry-out service at completion of transaction.
  • Maintained current knowledge of store promotions to highlight sales to customers.
  • Trained and mentored new cashiers to maximize performance with skilled, efficient and knowledgeable team members.
  • Boosted customer satisfaction levels by going extra mile to personalize service for each customer.
  • Answered customers' questions and provided information on store procedures or policies.
  • Scanned items and checked pricing on cash register for accuracy.
  • Maintained clean and orderly checkout areas by sanitizing register belts, emptying trash cans and organizing candy racks.
  • Built and maintained productive relationships with employees.
  • Answered phone calls to assist customers with questions and orders.
  • Kept check-out areas clean, organized and well-stocked to maintain attractive store.
  • Counted and balanced cashier drawers.

Cashwrap Coordinator

Nordstrom Rack
Virginia Beach, VA
06.2017 - 09.2022
  • Maintained a clean and organized workspace at all times.
  • Prepared reports summarizing daily sales activities for management review.
  • Greeted customers upon entry and provided excellent customer service.
  • Resolved discrepancies between physical inventory counts and computer records quickly and accurately.
  • Assisted customers in locating items within the store when necessary.
  • Performed daily audits of register operations to ensure accuracy in transactions.
  • Provided guidance to junior staff on store policies and procedures.
  • Received incoming shipments from vendors following established procedures for processing returns.
  • Monitored merchandise levels in checkout area to ensure adequate supply for customers needs.
  • Computed balances, totals or commissions to support accounting team.
  • Analyzed financial activities of department to share budgetary input with managers.
  • Researched and prepared reports required by management or governmental agencies.
  • Implemented departmental policies and standards in conjunction with management to streamline internal processes.
  • Recommended solutions related to staffing issues and proposed procedural changes to managers.
  • Recruited, interviewed and selected employees to fill vacant roles.
  • Participated in subordinates' tasks to facilitate productivity or help overcome difficulties.
  • Interpreted and explained work procedures and policies to brief staff.
  • Developed work schedules according to budgets and workloads, covering priority tasks.
  • Reviewed reports on employee attendance, productivity and effectiveness to evaluate performance.
  • Reviewed employees' work to check adherence to quality standards and proper procedures.
  • Issued work schedules, duty assignments and deadlines for office or administrative staff.
  • Consulted with managers to resolve problems relating to employee performance, office equipment and work schedules.
  • Discussed job performance problems with employees, identifying causes and issues to find solutions.
  • Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
  • Guided employees in handling difficult or complex problems.
  • Coordinated with other supervisors, combining group efforts to achieve goals.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Resolved customer complaints or answered customers' questions.
  • Delegated work to staff, setting priorities and goals.
  • Packaged orders submitted online or via telephone, carefully selecting inventory, addressing correctly and dispatching to appropriate personnel for delivery or shipping.
  • Balanced overall budget, measuring daily cash access needs against money safe contents and communicating with managers to replenish supply of cash on hand when necessary.
  • Issued cash, change and electronic equipment to sales associates throughout facility, participating in end-of-shift accounting procedures to document handling of revenues.
  • Investigated and solved account issues to maintain current and accurate money systems.
  • Provided training to store employees covering areas such as cash handling procedures and security requirements.
  • Prepared and checked cashier register tills.
  • Organized cash movements between offices and to or from banks.
  • Answered customer phone calls, personally addressing questions within scope of competence and forwarding calls to other departments or managers as appropriate.
  • Reconciled daily cash variance reports, tracking overages and shortages through compilation of summary reports and comparing against past variances to isolate and address possible causes.
  • Ensured compliance with safety regulations when handling hazardous materials or products.
  • Regularly updated knowledge of current promotions, product offerings, pricing structures.
  • Handled customer complaints promptly and professionally according to company guidelines.
  • Provided assistance with training other Cashwrap Coordinators on new software updates or processes.
  • Communicated regularly with team members regarding any changes or updates related to store policies or procedures.
  • Performed opening and closing duties such as setting up registers, cleaning work areas.
  • Trained new associates on proper use of point-of-sale equipment.
  • Conducted weekly inventory count of all supplies in the checkout area.
  • Assisted with stock replenishment on the sales floor as needed.
  • Conducted regular price checks throughout store to ensure accuracy of pricing information.
  • Processed payments using POS systems, including cash, check, credit and debit cards and gift cards.
  • Maintained accurate cash drawer by counting cash, checks and credit and debit cards at the beginning and end of shift.

Member Service Supervisor

City Of Virginia Beach Parks And Recreation
Virginia Beach, VA
09.2020 - 07.2022
  • Provided guidance and support to team members when needed.
  • Monitored staff performance to ensure adherence to company policies and procedures.
  • Assisted customers with inquiries, complaints and requests in a professional manner.
  • Analyzed data from surveys and generated action plans based on results for improvement initiatives.
  • Communicated with other departments to coordinate activities as needed.
  • Performed duties such as opening and closing store areas, stocking merchandise, setting up displays, and maintaining cleanliness of the store area.
  • Implemented new strategies for enhancing member services experience.
  • Organized documentation and filed completed member applications.
  • Managed cash drawer ensuring accuracy during transactions and end-of-day reconciliation processes.
  • Created reports on customer satisfaction levels, employee productivity metrics, staff turnover rates.
  • Trained, coached and developed new employees to ensure they had the necessary skills for their role.
  • Identified opportunities for process improvements within the Member Services department.
  • Mentored and motivated employees in regards to service quality, knowledge and performance.
  • Identified new markets for penetration by carefully researching potential customers' buying habits.
  • Collaborated with company departments to guarantee cohesive branding and strategic product placement.
  • Conducted in-depth research on competitor trends, products and services.
  • Used video conferencing solutions to communicate and train personnel in remote offices.
  • Mentored newly hired employees by explaining tactics for building sales pipelines.
  • Established ambitious goals for employees to promote achievement and surpass business targets.
  • Managed daily operations, client relations and IT.
  • Conducted market research and reported on competitors.
  • Motivated sales professionals by delivering positive reinforcement and constructive feedback.
  • Built sales forecasts and schedules to reflect desired productivity targets.
  • Cultivated strong professional relationships with suppliers and key clients to drive long-term business development.
  • Supported sales team members to drive growth and development.
  • Reviewed customer complaints to determine appropriate methods for resolution.
  • Coached staff on strategies to enhance performance and improve customer relations.
  • Identified appropriate solutions to minimize issues and quickly solve problems.
  • Recruited and trained new employees to meet job requirements.
  • Responded to customer inquiries and delivered appropriate information after carefully researching issues.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Directed and supervised staff performance.
  • Delegated work to staff, setting priorities and goals.
  • Managed continuous delivery of top quality membership support.
  • Utilized wide range of technical systems and company equipment to optimize operations and workflow.
  • Answered inbound calls from wide range of members, welcoming callers.
  • Resolved escalated customer issues promptly and efficiently.
  • Assisted customers with understanding benefits by providing comprehensive, knowledgeable, and pleasant explanations.
  • Responded quickly to customer inquiries via phone or email in an efficient manner.
  • Added and corrected system information on customer and plan details, payments, or other relevant information.
  • Maintained records of customer interactions and transactions for future reference purposes.
  • Conducted regular meetings with staff to discuss performance, address any concerns or issues, and provide feedback on job performance.
  • Completed investigations of problems and discrepancies to resolve issues quickly and efficiently.
  • Prepared monthly reports on payment and demographics.
  • Provided leadership by motivating team members to achieve departmental goals.
  • Investigated potential fraud cases involving members' accounts or transactions.
  • Ensured compliance with regulations related to member services operations.
  • Responded to member questions regarding enrollment, claims, benefits, referrals and pre-authorizations.
  • Coordinated daily operations of the Member Service Department, including scheduling personnel and assigning tasks.
  • Reviewed customer feedback forms regularly and responded appropriately when necessary.

Education

Bachelor of Science - Social Media Marketing

Southern New Hampshire University
Hooksett, NH
05-2023

Associate of Arts - Liberal Arts

Tidewater Community College
Norfolk, VA
08-2019

Skills

  • Cash Handling Experience
  • Strong Leadership
  • Reservation Management
  • Decision-Making Capabilities
  • Supply Chain Coordination
  • Competitor Analysis
  • Brand Awareness
  • Policy Enforcement
  • Sales Promotion
  • Employee Scheduling
  • Workflow Optimization
  • Loss Prevention Strategies
  • Sales Tracking
  • Performance Improvement
  • Report Generation
  • Technical Support
  • Business Administration
  • Currency Conversion
  • Transaction Management
  • Records Management
  • Sales Transaction Processing
  • Merchandise Tracking
  • Sales Support
  • Office Management
  • Application Procedures
  • Account Updates
  • Customer Profile Updates
  • Benefits Interpretation
  • Insurance Background
  • HMO Experience
  • Claims Processing
  • Application Review
  • Research and Due Diligence
  • Due Diligence
  • Employee Training
  • Relationship Building
  • Customer Service Representation
  • Call Center Operations
  • Product Promotion
  • Member Relations
  • Payment Management
  • Policy Understanding
  • Customer Support Services
  • Complaint Handling
  • Customer Engagement
  • Outbound Calls

Accomplishments

  • National Honors Society
  • Graduate of a 3.0 GPA in High School
  • Graduated with a 2.8 in College
  • Top Rated GSA at the Marriott
  • Outstanding Member Service Award

Languages

American Sign Language
Limited

Certification

  • American Red Cross First Aid

Affiliations

  • Starred in Into The Woods at ODU
  • Stage Manager
  • Content Creating
  • Photoshopping
  • Photo & Video Editing

Timeline

Senior Guest Service Agent

GoldKey PHR
07.2023 - Current

Recreation Supervisor

Hilton Grand Vacations
08.2021 - 05.2023

Member Service Supervisor

City Of Virginia Beach Parks And Recreation
09.2020 - 07.2022

Front End Cashier

Wegmans Family Food Markets
03.2018 - 09.2022

Cashwrap Coordinator

Nordstrom Rack
06.2017 - 09.2022

Bachelor of Science - Social Media Marketing

Southern New Hampshire University

Associate of Arts - Liberal Arts

Tidewater Community College

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Armani O'Bryant