Ayana Ford
Richmond,VA
Summary
I am a dedicated professional with a passion for continuous learning and a strong work ethic. I thrive in collaborative environments, excelling as a supportive team member. Known for my adaptability, I embraces challenges with enthusiasm, always ready to tackle any task head-on.
Overview
8
8
years of professional experience
Work History
Service Assurance Agent II
CoStar Group
06.2023 - Current
- Demonstrates good customer service skills with individuals from various demographics, backgrounds, and ages
- Maintain the highest professional standards and promote ethics of trust, open communication, creative thinking, and cohesive team effort
- Audit engagements and respective research teams
- Manages various projects
- Execute professionalism via telephone interactions including effective questioning, listening, and probing
- Has strong written and oral communication skills
- Provide timely feedback to administration based on customer feedback and review of data entry
- Answered an average of 120 calls and 45 emails, per day, responding to customer inquiries
Customer Service Manager
Delta Airlines Global Services
05.2022 - 10.2024
- Effectively managed “in-service” customer relationships – liaison with customers to optimize the in-service performance of the product and manage the execution of contractual obligations to ensure that customer expectations are met or exceeded.
- Manage the check-in process, assist and support Business Partner’s agents in their assigned roles
- Partnering cross-functionally with project customers to provide strategic and tactical thought partnerships to effectively drive project delivery
- Must have strong listening and communication skills in order to identify customer needs and provide directions appropriately
- A Complaint Resolution Official (CRO) is to assist customers in any situation related to discrimination, accommodations, or services with respect to customers with disabilities.
- Has a proven track record of excellent management, brings the ability to quickly put structure in place to manage work in a dynamic complex environment.
- Kept customers happy by implementing forward-thinking strategies that focused on meeting their needs and resolving their concerns.
Operations Manager
Marriott International, Inc.
09.2018 - 06.2022
- Utilizes interpersonal and communication skills to lead and encourage others
- Resolving problems, and informing customers about new products.
- Facilitated floor meetings to address concerns, review complaints, and communicate policy changes.
- Supported the personal needs of guests dealing with diverse backgrounds
- Supports day-to-day operations, ensuring quality standards and meeting the expectations of the customers daily
- Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed
- Handling complaints, settling disputes, resolving grievances and conflicts
- Knowledgeable of basic office equipment such as computers, printers, and fax machines and computer programs such as Microsoft Office and Adobe
- Leveraging problem-solving and influencing skills to ensure project plans deliver on intent
- Performs all duties at the Front Desk as necessary
Facility Manager
City of Richmond Parks and Recreation
06.2017 - 09.2021
- Supervises the day-to-day activities of staff and custodial employees
- Prepares statistical reports and prepares data monthly
- Instructed or led various site activities as assigned
- Enforces safety rules, standards, and procedures
- Resolves disputes and provides guidance and support to program and center participants
- Maintains a clean and safe area within the facility and on the external grounds
- Ensure water quality reflects state regulations
Education
Bachelor of Science - Parks And Recreation Tourism Management
Old Dominion University
Norfolk, VA05-2023
Skills
- Customer service
- Project management
- Data analysis
- Complaint resolution
- Auditing processes
Timeline
Service Assurance Agent II
CoStar Group
06.2023 - Current
Customer Service Manager
Delta Airlines Global Services
05.2022 - 10.2024
Operations Manager
Marriott International, Inc.
09.2018 - 06.2022
Facility Manager
City of Richmond Parks and Recreation
06.2017 - 09.2021
Bachelor of Science - Parks And Recreation Tourism Management
Old Dominion University
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