Ayanna Bryant
Charlotte,NC
Summary
Proven track record in enhancing customer satisfaction and streamlining operations, notably at Novant Healthcare-Presbyterian Medical Center. Skilled in Microsoft Word and adept at clear communication, I excel in problem-solving and multitasking, significantly improving service delivery and operational efficiency. Achievements include increasing customer retention and ensuring seamless service experiences. Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
25
25
years of professional experience
Work History
Guest Service Representative
Novant Healthcare- Presbyterian Medical Center
Charlotte, NC
08.2023 - Current
- Resolved guest complaints diplomatically to maintain a positive property reputation and high customer satisfaction rates.
- Developed strong rapport with returning guests.
- Contributed positively towards creating a welcoming atmosphere by maintaining a clean and organized front desk area at all times.
- Managed guest inquiries via telephone, email, and in-person communication, ensuring accurate information delivery.
- Enhanced guest satisfaction by providing exceptional customer service at the front desk.
- Assisted in emergency situations as required while adhering strictly to safety protocols.
- Collaborated with housekeeping and maintenance teams to ensure timely room readiness for arriving guests.
- Managed check-in and check-out processes, ensuring smooth experience for guests.
- Maintained high level of professionalism and discretion when dealing with guests.
- Greeted guests upon arrival by providing warm welcome.
- Facilitated and coordinated transportation services for guests.
Salon Owner/Operator
Self-employeed
Jacksonville, NC
03.2004 - Current
- Managed salon operations efficiently, ensuring smooth day-to-day functioning and top-quality customer experiences.
- Consistently maintained a clean, organized, and welcoming environment for clients and staff members alike.
- Ensured compliance with state regulations regarding licensing, sanitation procedures, and workplace safety guidelines.
- Increased customer retention through exceptional service and consistent follow-up communication.
Tower Coordinator
Jetstream Cabin Cleaners (American Airline)
Charlotte, NC
09.2021 - 08.2023
- Dispatched cleaning teams to aircraft for cleaning between flights using handheld tools given to leads for communication.
- Worked closely with American Airlines to maintain a seamless communication between air and ground.
- Reported any hazards to teams for clean up.
- Set up teams assigned to each concourse.
- Observed operations to make sure no delays took place costing company money.
- Managed supervisor itinerary and appointments and streamlined scheduling procedures.
- Set time allotment for cleaning and breaks for individual teams with close monitoring to avoid overlapping
- Composed emails of daily activity , entered data, generated reports and produced tracking documents for upper management
Customer Service Representative
Concentrix
Jacksonville, NC
09.2019 - 08.2021
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
- Exceeded first-call resolution targets by actively listening to customers'' concerns and addressing them thoroughly.
- Detailed payment options and explained price, receipt and billing details to customers.
- Assisted both group and individual Bluecross members with benefits and claims details.
- Assisted policy holders with payments and in network provider information.
- Assisted with questions involving coordination of benefits (COB).
- During open enrollment gave plan details and coverage to aid in choosing a plan that was not only available in the area of the client but also meet there financial need.
Customer Service Representative
Infonxx
Greensboro, NC
08.1999 - 12.2002
- Answered inbound 411 calls for Verizon wireless cell phone customers.
- Gave both address and phone number commercial property only.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
Education
No Degree - Business
A&T State University
Greensboro, NCAssociates - Cosmetology
Cheauvex School of Hair of Design
Jacksonville, NC05.2004
No Degree - Certified Nurses Assistant
Lenoir Community College
Trenton, NC06.2003
High School Diploma -
Jones Senior High School
Trenton, NC06.1999
Skills
- Microsoft Word
- Internet and email proficiency
- Time Management
- Clear Communication
- Problem Solving
- Flexibility
- Data inputting
- Multitasking Abilities
Timeline
Guest Service Representative
Novant Healthcare- Presbyterian Medical Center
08.2023 - Current
Tower Coordinator
Jetstream Cabin Cleaners (American Airline)
09.2021 - 08.2023
Customer Service Representative
Concentrix
09.2019 - 08.2021
Salon Owner/Operator
Self-employeed
03.2004 - Current
Customer Service Representative
Infonxx
08.1999 - 12.2002
No Degree - Business
A&T State University
Associates - Cosmetology
Cheauvex School of Hair of Design
No Degree - Certified Nurses Assistant
Lenoir Community College
High School Diploma -
Jones Senior High School