Ashley Morrison
Fife,WA
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
20
20
years of professional experience
Work History
Call Center Representative
Muckleshoot Casino Resort
10.2023 - Current
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Trained new personnel regarding company operations, policies and services.
- Identified upselling opportunities to increase revenue generation.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Investigated and resolved customer inquiries and complaints quickly.
Security Officer
Muckleshoot Indian Bingo
02.2019 - 07.2021
- Updated shift logs and produced daily reports to document security activities and specific incidents.
- Checked and verified photo identification prior to granting facility access.
- Completed full building and grounds patrols to spot and investigate concerns.
- Wrote detailed reports of all security breaches and investigations.
- Remained calm, assertive, and mindful to think critically and problem solve during stressful situations.
- Responded quickly to emergency situations to assess and deflect issues.
- Enhanced security measures by staying up-to-date on industry best practices, attending training sessions, and obtaining relevant certifications.
- Maintained a safe environment for employees and visitors through continuous risk assessment and threat analysis.
Front Desk Agent
Best Western Hotel
06.2013 - 03.2015
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Maintained clean and organized front desk areas to uphold polished company image.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Assisted guests in making informed decisions on local attractions, dining options, and transportation services.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Answered multi-line phone system and enthusiastically greeted callers.
- Demonstrated adaptability during unexpected challenges such as system outages or emergency situations while maintaining composure under pressure.
Front Desk Agent
Super 8 Motel
12.2011 - 06.2013
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Answered customer telephone calls promptly and appropriately handled needs.
- Ensured compliance with hotel policies and procedures while addressing any discrepancies in a timely manner.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
Night Auditor
Super 8 Motel
01.2005 - 12.2011
- Handled all duties and tasks for night manager and concierge during busy periods to maintain front desk efficiency.
- Utilized strong problem-solving skills while handling any logistical challenges that arose throughout the course of nightly duties.
- Maintained accurate financial records by diligently balancing daily revenue reports and identifying discrepancies.
- Prepared reports on guest satisfaction levels and other metrics.
- Oversaw night auditing of daily room occupancy and hotel revenue.
- Looked over pending check-ins and payment processes to complete closing procedures.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Investigated auditing discrepancies by reconciling cash drop and credit card transactions.
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
- Kept accounts in balance and ran daily reports to verify totals.
- Handled emergency situations calmly and professionally, keeping guest safety as the top priority at all times.
Education
GED -
Tacoma Community College
Tacoma, WAEarly Childhood Care And Education
Pierce College
Puyallup, WASkills
- Problem-solving skills
- Customer Support
- Data Entry
- Customer Service
- Verbal and written communication
- Resolving issues
- Inbound phone calls
- Complaint resolution
- Computer Skills
- Microsoft Office
- Multi-Line Phone Systems
- Administrative and Office Support
Timeline
Call Center Representative
Muckleshoot Casino Resort
10.2023 - Current
Security Officer
Muckleshoot Indian Bingo
02.2019 - 07.2021
Front Desk Agent
Best Western Hotel
06.2013 - 03.2015
Front Desk Agent
Super 8 Motel
12.2011 - 06.2013
Night Auditor
Super 8 Motel
01.2005 - 12.2011
GED -
Tacoma Community College
Early Childhood Care And Education
Pierce College
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