Ayana Hamilton
Stillwater,OK
Summary
Proven track record at Fairfield Inn & Suites by Marriott, enhancing team efficiency and accountability through effective communication and performance improvement plans. Excelled in high-stress customer service situations at Hinduja Global Solutions, leveraging strong interpersonal skills and CRM software proficiency. Achieved notable increases in customer satisfaction and operational coherence.
Overview
4
4
years of professional experience
1
1
year of post-secondary education
Work History
Assistant Housekeeping Supervisor
Fairfield Inn & Suites by Marriott
2023.02 - 2024.08
- Supported the Housekeeping Supervisor in training new employees on company standards, procedures, and safety guidelines.
- Facilitated open team communication by holding regular meetings to discuss performance goals, challenges, and potential solutions.
- Assisted in creating employee performance evaluations that contributed to increased accountability and job satisfaction within the department.
- Completed schedules, shift reports, and other business documentation for a team of 10 employees.
- Evaluated employee performance and developed improvement plans.
- Improved overall efficiency by streamlining communication between housekeeping staff, front desk, and maintenance departments.
Customer Service Specialist, HGS
Hinduja Global Solutions
2020.11 - 2022.09
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving over 20 disputes or conflicts per day.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Navigated multiple systems simultaneously for efficient information retrieval during live calls.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Tracked customer interactions using CRM software, helping the team identify trends and areas of improvement in service delivery.
- Monitored quality assurance metrics regularly, identifying opportunities for personal growth and development within the role.
Education
Langston University
Langston, OK 2018.08 - 2019.05
Skills
- Excellent written and oral communication
- Issue and Complaint Resolution
- Interpersonal skills
- High-Volume call Environment
- Documentation & Reporting
- Customer Account Management
- Strong Telephone Etiquette
- Information Protection
- CRM software
- Proficient in Microsoft
Timeline
Assistant Housekeeping Supervisor
Fairfield Inn & Suites by Marriott
2023.02 - 2024.08
Customer Service Specialist, HGS
Hinduja Global Solutions
2020.11 - 2022.09
Langston University
2018.08 - 2019.05
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