Avia Reid
Prairieville,USA
Summary
Versatile customer service and sales professional with 10years of experience in customer-facing roles, including sales representative and front desk receptionist positions. Proven track record of driving sales growth, improving customer satisfaction, and providing exceptional service. Skilled in prospecting, product demonstrations, and upselling. Possesses a strong background in customer service and sales.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Front Office Supervisor/Manager on Duty
COURTYARD BY MARROITT
Baton Rouge, LA
04.2025 - Current
- Implemented new training programs to enhance staff knowledge and improve customer satisfaction ratings.
- Supervised a team of front desk agents, ensuring efficient and professional guest service.
- Managed daily operations of the front office, including check-in/check-out procedures, room assignments, and guest inquiries.
- Developed and maintained strong relationships with guests, addressing any concerns or issues promptly and effectively.
- Collaborated with other departments to ensure seamless communication and coordination for guest requests and special arrangements.
- Assisted in the recruitment, hiring, training, and performance evaluation of front desk staff members.
- Monitored reservation systems regularly to ensure accuracy of bookings and resolve any discrepancies or conflicts.
- Provided guidance and support to front desk agents during high-pressure situations such as overbookings or difficult guests.
- Responded promptly to emergency situations such as fire alarms or medical emergencies following established protocols.
Inbound Date Set Agent
Monster Reservations Group
Myrtle Beach, SC
12.2024 - 03.2025
- Managed a high volume of incoming calls on a daily basis, consistently meeting or exceeding call handling targets.
- Provided exceptional customer service to inbound callers, addressing inquiries, resolving issues, and ensuring customer satisfaction.
- Demonstrated strong product knowledge to effectively answer questions and provide accurate information to customers.
- Utilized active listening skills to understand customer needs and concerns, offering appropriate solutions and recommendations.
- Maintained detailed records of all interactions with customers in the CRM system for future reference and follow-up purposes.
- Calmly handled escalated customer complaints or difficult situations, de-escalating tensions and finding satisfactory resolutions.
- Collaborated with cross-functional teams including sales, technical support, and billing departments to address complex customer issues.
- Achieved an average first-call resolution rate minimizing the need for repeat contacts from customers.
- Consistently achieved high customer satisfaction ratings through positive interactions and effective problem-solving abilities.
- Identified opportunities for process improvement within the customer service department, leading to increased efficiency and productivity.
- Maintained up-to-date knowledge of industry trends, competitor offerings, and best practices in order to better assist customers with their inquiries.
- Assisted customers with account management tasks such as updating personal information or making changes to subscriptions/services.
- Fostered positive relationships with long-term clients through regular check-ins and personalized communication.
- Leveraged strong problem-solving skills when faced with unique or challenging customer requests.
Front Desk Supervisor/Receptionist
Alstone hospitality
Myrtle Beach, SC
03.2023 - 11.2024
- Greeted and welcomed guests, providing a positive first impression of the company.
- Managed a high volume of incoming calls, directing them to the appropriate departments or individuals.
- Scheduled appointments and maintained an organized calendar for multiple staff members.
- Efficiently handled all incoming and outgoing mail, packages, and deliveries.
- Maintained cleanliness and organization of the front desk area at all times.
- Provided administrative support to various departments as needed, including data entry and filing.
- Responded promptly to customer inquiries in person, via phone or email, resolving issues effectively.
- Collaborated with other team members to ensure seamless communication across different departments.
- Handled confidential information with utmost discretion while maintaining strict confidentiality protocols.
- Trained new receptionists on office procedures, phone systems, and customer service best practices.
Customer Service Representative, Call Scorer
Vacation Myrtle Beach / Shine Studios
Myrtle Beach, SC
11.2019 - 06.2021
- Conducted product demonstrations and effectively communicated the value proposition to potential customers, resulting in increase in closed deals.
- Demonstrated expertise on product features/advantages/benefits during client interactions which resulted into an average deal size growth.
- Identified upsell and cross-sell opportunities within existing client base, resulting in an increase in revenue.
- Developed and implemented sales strategies that resulted in an increase in annual revenue.
- Consistently achieved monthly sales quotas by effectively managing leads, conducting product demonstrations, and closing deals.
- Collaborated with internal teams to resolve any customer issues or concerns in a timely manner.
Restaurant Manager
Alon inc
Myrtle Beach, SC
06.2014 - 06.2019
- Oversaw daily operations of a busy restaurant, ensuring smooth and efficient service.
- Managed a team of staff members, providing training, coaching, and performance evaluations.
- Developed and implemented standard operating procedures to improve efficiency and consistency in service delivery.
- Maintained high standards of cleanliness, sanitation, and safety throughout the restaurant.
- Created employee schedules to optimize staffing levels while meeting business demands.
- Monitored inventory levels and placed orders for food, beverages, supplies, and equipment as needed.
- Implemented cost control measures to reduce waste and minimize expenses without compromising quality.
- Handled customer complaints or concerns promptly and effectively to ensure customer satisfaction.
Receptionist
Renova spa
Jamaica, IA
04.2011 - 06.2014
- Greeted and welcomed visitors, providing a positive first impression of the company.
- Managed a high volume of incoming calls, efficiently routing them to the appropriate departments.
- Scheduled appointments and maintained calendars for multiple executives, ensuring optimal time management.
- Maintained an organized front desk area, including managing visitor sign-in process and distributing badges.
- Responded to inquiries from clients and employees in a timely manner, providing accurate information or directing them to the appropriate resources.
- Handled sensitive documents with confidentiality and discretion, maintaining strict adherence to privacy policies.
- Assisted with administrative tasks such as filing documents, photocopying materials, and preparing correspondence.
- Managed office supplies inventory by monitoring stock levels and placing orders when necessary.
- Trained new receptionists on office procedures and protocols to ensure consistent service delivery across shifts.
Education
Medical Administrative Medical Assistant -
Palmetto Trade School
Myrtle Beach, SC10-2019
Upper secondary education - Arts Education
Rusea's High School
Watson Taylor Drive08-2008
Skills
- Budgeting
- Staff training
- Performance management
- Sales
- Cold Calling
- Hiring
- Recruiting
- Attention to detail
- Employee relations
- Team management
- Serving Experience
- Food service
Certification
- Certified Medical Assistant
- ServSafe
- Food Handler Certification
Timeline
Front Office Supervisor/Manager on Duty
COURTYARD BY MARROITT
04.2025 - Current
Inbound Date Set Agent
Monster Reservations Group
12.2024 - 03.2025
Front Desk Supervisor/Receptionist
Alstone hospitality
03.2023 - 11.2024
Customer Service Representative, Call Scorer
Vacation Myrtle Beach / Shine Studios
11.2019 - 06.2021
Restaurant Manager
Alon inc
06.2014 - 06.2019
Receptionist
Renova spa
04.2011 - 06.2014
Medical Administrative Medical Assistant -
Palmetto Trade School
Upper secondary education - Arts Education
Rusea's High School