BELICIA WILKINSON
Tourism & Hospitality
Brockton,MA
Summary
10+ years' experience in customer service and other client-facing roles. Strong leadership experience in both professional and extra-curricular settings. Key achievements include:
• Acted as a gatekeeper for a 25-person department, ensuring all callers felt warmly welcomed and received prompt, accurate answers to queries
• Became go-to staff member for relaying complicated technical information to high-profile clients, earning regular compliments for making complex transactions easy to understand
Overview
2
2
Certificates
7
7
years of post-secondary education
23
23
years of professional experience
Work History
CLOSING SPECIALIST
Solidifi
Middletown , RI
09.2020 - Current
- Audited variety of critical financial documents for completeness and accuracy, noting and resolving deficiencies and errors.
- Managed final steps of closing process to mitigate risk and errors, achieving100 timely and efficient closings per 24 hour period.
- Produced and submitted completed loan packages to title and escrow professionals.
- Identified issues, analyzed information and provided solutions to problems.
SALES MANAGER
Comfort Inn Hotel
Boston, MA
02.2019 - Current
- Monitored customer buying trends, market conditions and competitor actions to adjust strategies and achieve sales goals.
- Initiated new sales and marketing plans for product roll-outs, including developing sales, distribution and media strategy.
- Developed international business relationships to drive business units abroad.
- Targeted new markets and increased sales 10% through proactive sales and negotiation techniques.
ENUMERATOR - Seasonal, US CENSUS BUREAU
US Census Bureau Headquarters
Boston, MA
08.2020 - 10.2020
- Traveled door-to-door in assigned communities and requested participation in census interview, clearly explaining process and purpose.
- Assisted people in filling out surveys with complete and accurate information.
- Executed follow up visits to houses to resolve survey issues or obtain additional information, expressing appreciation for participation and regret for inconvenience.
- Maintained records of work, including hours, houses visited, surveys completed and money spent.
TITLE ANALYST
Solidifi
Middletown, RI
03.2020 - 07.2020
- Scanned individual titles to determine any restrictions such as delinquent taxes.
- Examined documentation such as mortgages, liens and contracts to verify factors such as property legal descriptions and restrictions.
- Researched and drafted detailed property portfolios regarding subject properties, identifying any chain of title issues, current statuses and defects in title.
- Used ResWare to prepare reports describing title encumbrances encountered during searching activities.
- Prepared closing disclosures, post-closing records and disbursements.
ASSISTANT MANAGER
CVS, INC
01.2020 - 04.2020
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
- Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
NIGHT AUDITOR
The Colonial Hotel
Boston, MA
08.2018 - 06.2019
- Investigated auditing discrepancies by reconciling cash drop and credit card transactions.
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly and marking discrepancies.
- Oversaw night auditing duties, including verification of daily room occupancy and hotel revenue.
- Looked over pending check-ins and payment processes to complete closing procedures.
- Collaborated with upper management and sales team members to handle guest requirements from check-in through check-out.
NIGHT AUDITOR/MANAGER OF OPERATIONS
Royal Sonesta
Burlington, MA
07.2018 - 02.2019
- Investigated auditing discrepancies by reconciling cash drop and credit card transactions.
- Controlled cash and credit card payment transactions at front desk using analytical and attention to detail, reducing errors 10%.
- Kept accounts in balance and ran daily reports to verify totals.
- Reported financial data and updated financial records in ledgers and journals.
- Assessed data and information to verify entry, calculation and billing code accuracy.
- Handled tasks and responsibilities for front office employees during periods of understaffing.
DUAL FRONT OFFICE MANAGER
Phillips Company Inc, The
Boston, MA
06.2017 - 08.2018
- Communicated corporate objectives across all divisions through regular correspondence and scheduled status updates.
- Supervised and guided new employees on front desk and responded quickly to questions, which improved understanding of job responsibilities.
- Maintained accurate, current and compliant financial records by monitoring and addressing variances.
- Recruited, hired, trained and supervised staff of 12 and implemented mentoring program that offered positive employee engagement.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
FRONT OFFICE MANGER
Holiday Inn Express Hotel
Brockton, MA
10.2016 - 06.2017
- Responsible for maintaining profitability and high levels of service at the front desk.
- Excellence in management, of room rates and occupancy levels.
- Schedules staffing according to hotel occupancy levels.
- Responsible for payroll, accounts payable, food ordering, supplies, and additional task as assigned by GM.
- Developed and implemented office management procedures, increasing training efficiency, team productivity and accuracy.
- Monitored and evaluated personnel performance to complete annual reviews, recommend advancement or address productivity concerns.
FRONT OFFICE SUPERVISOR
Indigo Hotel
Newton Highlands, MA
10.2015 - 10.2016
- Greet and register guests in a 191-room hotel using a Point of Sale (POS) Terminal, memorizing faces and names to ensure personalized service throughout guest stays.
- Trained new associates in using POS Terminals, room inspection, providing guest services, and confirming online room reservation services.
- Manage the operations of the Front Office (Front Desk, PBX, Transportation, and Valet) to ensure compliance with LSOPs and SOPs and to ensure an optimal level of quality service and hospitality are provided to the hotel customers.
- Resolve customer complaints anticipate potential problems by reviewing and monitoring complaints, operational issues, and business flow.
- Maintained a 95% customer satisfaction rating over two years, covering categories such as friendliness, efficiency, helpfulness, and knowledgeability.
- Prepare forecasts and reports and assist in the development, implementation and monitoring of the budget to maximize revenue and minimize expenses while ensuring adequate supplies and staff are on hand to provide top quality customer service.
NIGHT AUDITOR/ NIGHT AUDIT SUPERVISOR
WESTIN, WALTHAM
Waltham, MA
06.2014 - 10.2015
- Responsible for the registration and checkout process at the front desk and overseeing the nightly operation.
- Assisting guest with valet and luggage assistance.
- Supervision of two front desk agents, ensuring all steps of the check-in process is followed.
- Promoted to Supervisor within 6 months
- Provide ongoing training and follow-up ensuring that the front desk agents are up to date and fully informed about company policies, changes, and special events.
- Settled accounts and handled refunds for guests.
- Attend to guest issues and resolving them while the guest is still on property.
- Knowledge of hotel information including, but not limited to, room types, room rates, the local area and other general product knowledge to better answer guest questions and inquiries.
- Perform the Night Audit procedures to ensure proper close out of the business date.
- Responsible for various tasks throughout shift to ensure the Front Desk and back office are sufficiently supplied for the next day.
- Respond to guest inquiries and requests and resolve issues in a time.
- Field guest complaints, conduct research and resolve and negotiate solutions for guest satisfaction, as needed.
- Receive, input, retrieve and relay messages to not only guests, but other hotel staff and departments as needed.
- Reviewed daily financial statements and completed end-of-day paperwork in Galaxy with 100% accuracy.
RETAIL SALES ASSOCIATE
Macy’s Inc
Cambridge, MA
01.2012 - 06.2015
- Meeting and making a connection with customers, asking questions and listening to shoppers' needs, then giving options and advice on meeting those needs.
- Inspiring the customer to buy, celebrating the purchase, and creating a lasting positive impression of you, Macy's, and the purchase.
- Responsible for maintaining selling floor presentations, and restocking them as needed.
- Responsible for learning Macy's systems and procedures to enhance selling efficiencies and complete support duties other experience.
- Trained new associates on cash register operations including opening, conducting customer transactions and balancing drawer.
COORDINATOR of MEMBER SERVICES
MIT-Fitness Center
Cambridge, MA
05.2007 - 04.2012
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Used consultative sales approach to understand customer needs and recommend relevant offerings.
- Promoted available products and services to customers during service, account management and order calls.
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction 5%.
PROGRAM COORDINATOR
Boston University School Of Public Health
Boston, MA
01.2006 - 09.2008
- Managed quality assurance program, including on-site evaluations, internal audits and customer surveys.
- Worked with elderly population to understand needs and provide excellent service.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Completed audits to ensure compliance with relevant grant regulations.
- Coordinated meetings, and activities and attend all grants sponsored departmental meetings, sub-committee meetings and retreats. Coordinated meetings, and activities and attend all grants sponsored departmental meetings, sub-committee meetings and retreats.
- Addressed and resolved technical, financial and operational concerns by working with team members and directors.
EXECUTIVE ASSISTANT
POWERS MUSIC SCHOOL
Belmont, MA
08.2007 - 01.2008
- Handled logistics, catering, agendas and travel arrangements for meeting and event planning for board of directors, president and executive vice president.
- Prepared documents, reports and presentations for executives and board members using advanced software proficiencies.
- Streamlined operations and prioritized tasks, allowing senior staff to increase productivity.
- Greeted arriving visitors, determined nature and purpose of visit and directed individuals to appropriate destinations.
- Worked with senior management to initiate new projects and assist in various processes.
PROGRAM COORDINATOR
National Black College Alliance
Boston, MA
04.2003 - 10.2005
- Created plans and communicated deadlines to ensure projects were completed on time.
- Actively listened to customers, handled concerns quickly and escalated major issues to the Executive Director
- Completed minor preventative maintenance and mechanical repairs on equipment.
- Prepared a variety of different written communications, reports and documents to ensure smooth operations.
- Organized college tours (in and out of state), career fairs, and civic leadership programs for youth and college members and attended weekly/weekend field trips with program youth
- Assisted in the development of outreach strategy for alumni, corporations, and volunteer recruitment.
Education
Bachelor of Arts - Criminal Justice
Clark Atlanta University
Atlanta, GA 08.1998 - 08.2003
Master of Arts - Human Services
Northeastern University
Boston, MA 08.2007 - 05.2009
Skills
Analytical skills
Certification
Certified Hotel SalesPro Systems Administrator - 2019
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Additional Information
In the last ten years my employment history has been very educational. I have learned a couple of lessons:
- Patience is a MUST! in everything including your job you must have patience, that is the ability to maintain a good attitude while waiting.
- Constructive criticism taking feedback not as a negative but as a sign of positive feedback. Feedback that provided me with specific recommendations on how to make positive improvements on myself. For example, managing teams and how to direct them properly. Setting goals for them and how to guide them to better understand where what I want and achieve a team centered goal.
- Self-care, take time to smell the roses. When you take care of yourself and make time to slow down you breath a little better.
Quote
It is never too late to be what you might have been.
George Eliot
Timeline
CLOSING SPECIALIST
Solidifi
09.2020 - Current
ENUMERATOR - Seasonal, US CENSUS BUREAU
US Census Bureau Headquarters
08.2020 - 10.2020
TITLE ANALYST
Solidifi
03.2020 - 07.2020
ASSISTANT MANAGER
CVS, INC
01.2020 - 04.2020
SALES MANAGER
Comfort Inn Hotel
02.2019 - Current
NIGHT AUDITOR
The Colonial Hotel
08.2018 - 06.2019
NIGHT AUDITOR/MANAGER OF OPERATIONS
Royal Sonesta
07.2018 - 02.2019
DUAL FRONT OFFICE MANAGER
Phillips Company Inc, The
06.2017 - 08.2018
FRONT OFFICE MANGER
Holiday Inn Express Hotel
10.2016 - 06.2017
FRONT OFFICE SUPERVISOR
Indigo Hotel
10.2015 - 10.2016
NIGHT AUDITOR/ NIGHT AUDIT SUPERVISOR
WESTIN, WALTHAM
06.2014 - 10.2015
RETAIL SALES ASSOCIATE
Macy’s Inc
01.2012 - 06.2015
Master of Arts - Human Services
Northeastern University
08.2007 - 05.2009
EXECUTIVE ASSISTANT
POWERS MUSIC SCHOOL
08.2007 - 01.2008
COORDINATOR of MEMBER SERVICES
MIT-Fitness Center
05.2007 - 04.2012
PROGRAM COORDINATOR
Boston University School Of Public Health
01.2006 - 09.2008
PROGRAM COORDINATOR
National Black College Alliance
04.2003 - 10.2005
Bachelor of Arts - Criminal Justice
Clark Atlanta University
08.1998 - 08.2003
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