ATONNA L. JOHNSON
TULSA,OK
Summary
To secure a challenging position in a reputable organization to expand my learning, knowledge, and skills. Secure a responsible career opportunity to fully utilize my training and skills, while making a significant contribution to the success of the company
Overview
25
25
years of professional experience
Work History
Customer Service Representative Agent
Alorica
Tulsa, OK
05.2022 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Updated account information to maintain customer records.
- Processed customer adjustments to maintain financial accounts.
- Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas.
- Addressing customer concerns, demonstrating empathy and resolving problems swiftly.
Assistant General Manager
Holiday Inn Express Hotel & Suites Leisure Hospitality
08.2016 - 09.2021
- Assigns duties to HOD's and observers performance to ensure adherence to hotel policies and established operating procedures
- Provides training to staff and HOD's
- Monitor the Guest feedback surveys
- Receives and resolves or assists the General Manager in resolving guest complaints and service recovery process
- Selects or assists in the selection of hotel staff and completes all new hire paperwork
- Review employee performance and conduct personnel actions such as disciplinary actions and terminations
- Ensure full compliance to Hotel operating controls, policies, procedures and service standards
- Performs daily, weekly and monthly property inspections
- Cover shifts of all departments as scheduled if needed
- Performs sudden audits on rooms and other operating areas
- Provide effective leadership to hotel team members
- Ensure hotel staff is provided with uniforms and name tags, and upholds property grooming standards
- Must be available 24/7 in case to respond to any guest or employee emergencies.
- Oversaw inventory by ordering precise quantities of stock and executing corrective actions to drive profitability.
Front Desk Agent
Holiday Inn Express Hotel & Suites, Leisure Hospitality
03.2008 - 08.2016
- Courteous & Professionalism Customer Service, greeting guests, making reservations, managing check-in operations, taking phone calls, handling correspondence, answering inquiries and handle guest issues in a timely manner
Executive Housekeeping Supervisor
Holiday Inn Express Hotel & Suites, Leisure Hospitality Management
07.2005 - 03.2008
- Assist the General Manager in the supervision of the housekeeping and laundry departments to ensure product quality standards are met and that optimum service is provided to hotel guest according to hotel or company business objectives
- Inspect all assigned suites and public areas, respond to guest complaints, manage day to day staffing requirements, manage cost per room for supplies and labor, educate and train all employees on safety and hotel policies and procedures and ensure staff is properly trained and has tools and equipment to carry out job duties.
Room Attendant
Holiday Inn Express Hotel & Suites, Leisure Hospitality Management
11.1998 - 07.2005
- Responsible for cleaning and servicing guest rooms in order to provide a pleasant and comfortable experience for the guest
- Making sure that all rooms are inviting and clean, to also address all guest queries politely and knowledgeably.
Receptionist
Rogers High School
08.1999 - 10.1999
- Provide clerical and receptionist support, operate a switchboard (PBX) answering incoming calls, order entry and segregated duties
Credit Customer Service
First Data Resources Corp
01.1998 - 07.1999
- Data entry, Assisted customers with account information, Adjusted credit rates, analyzed monthly reports, Answer high volume calls, and other segregated duties.
Credit Specialist/Customer Service
United States Cellular
10.1997 - 12.1997
- Activated cellular phones, authorized credit checks, assisted customers with billing inquiries, access customer account information, undated accounts, assisted sales with activations and other segregated duties.
Education
High School - undefined
McLain High School
1986
Skills
- Filing, typing (58 wpm), customer service 20yrs, data entry, computer literate & people skills, manage
- Day-to-day staffing requirements, promote teamwork and quality service through daily communication
- And coordination with other department heads Educate and train all employees on standards, policies
- And safety regulations, inspect all assigned rooms for cleaning , respond to guest complaints, comply
- With special needs and requests of the guests, VIPs and repeat visitors,
Timeline
Customer Service Representative Agent
Alorica
05.2022 - Current
Assistant General Manager
Holiday Inn Express Hotel & Suites Leisure Hospitality
08.2016 - 09.2021
Front Desk Agent
Holiday Inn Express Hotel & Suites, Leisure Hospitality
03.2008 - 08.2016
Executive Housekeeping Supervisor
Holiday Inn Express Hotel & Suites, Leisure Hospitality Management
07.2005 - 03.2008
Receptionist
Rogers High School
08.1999 - 10.1999
Room Attendant
Holiday Inn Express Hotel & Suites, Leisure Hospitality Management
11.1998 - 07.2005
Credit Customer Service
First Data Resources Corp
01.1998 - 07.1999
Credit Specialist/Customer Service
United States Cellular
10.1997 - 12.1997
High School - undefined
McLain High School
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