Hi, I’m
Bertha Craggett
Elliston,VA
Summary
Personable and dedicated Customer Service Representative with extensive experience in hospitality and service industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
26
years of professional experience
Work History
Craggett Cleaning Services Elliston , VA
Sole Proprietor
Sep1993 - Current (32 education.years_Label & 1 education.month_Label)
Job overview
- Developed business plans and strategies for clients.
- Managed customer accounts, including billing and collections.
- Researched industry trends and competition to stay ahead of market changes.
- Analyzed financial statements to identify areas of improvement or potential growth opportunities.
- Provided customer service support via telephone, email, and in-person meetings.
- Maintained inventory levels by ordering supplies when needed.
- Conducted research into new products and services that could benefit the business.
- Developed procedures for handling confidential information securely.
- Ensured all safety protocols were followed in the workplace at all times.
- Managed organizational budget and finances.
- Maintained client records and information in customer database.
- Developed business objectives and strategies to define goals and methods for achievement.
- Built and enhanced relationships with clients to boost revenue.
- Set pricing structures according to market analytics and emerging trends.
- Kept building areas organized and functional to promote business productivity and deliver professional appeal to customers.
- Trained, coached and mentored employees to facilitate safety and consistent quality of work.
- Obtained financing to fund expenses for retail space, office equipment and hiring employees.
Milestone Development franchise of Fairfield Inn &Christiansburg , VA
Front Desk Manager
07.2011 - 12.2024
Job overview
- Greeted guests upon arrival and checked them in to their rooms.
- Managed reservations by answering calls, responding to emails and booking accommodations.
- Organized daily room assignments and ensured all necessary paperwork was completed accurately.
- Performed cashier duties such as taking payments, balancing accounts, handling refunds and resolving any discrepancies that arose.
- Assisted with training new staff members on front desk procedures and policies.
- Coordinated check-out processes including verifying room charges, collecting payment and issuing receipts.
- Promoted loyalty programs to encourage repeat business from customers.
- Responded promptly to emergency situations such as medical emergencies or fire alarms according to established procedures.
- Mentored new staff on correct procedures, compliance requirements and performance strategies.
- Corrected guest issues promptly with knowledgeable and friendly service.
- Resolved guest complaints promptly and followed-up to verify restored satisfaction.
- Received incoming calls and coordinated with staff to fulfill customer requests.
- Collaborated with staff to meet incoming guest needs, smooth check-in processes and maximize satisfaction.
- Worked with room service, housekeeping, maintenance and security to meet all guest needs.
- Provided administrative support to coworkers, taking on additional tasks during high-volume periods.
- Developed lasting relationships with guests that built loyalty and drove hotel revenue.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Resolved customer complaints in a timely manner while maintaining a friendly attitude towards guests.
- Replied to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
- Welcomed large volume of guests and improved overall customer service.
- Generated reports detailing daily actions, guest numbers, accounting expenses and income and room service usage.
Montgomery County Public SchoolsChristiansburg, VA
ISS-In-School Suspension Instructor
09.1998 - 06.2015
Job overview
- Instructed students on the importance of making positive decisions in order to stay out of ISS.
- Monitored student behavior and provided feedback when necessary to ensure proper conduct.
- Provided guidance and support to help students develop self-discipline techniques and strategies for success.
- Collaborated with teachers, counselors, and other staff members to ensure that all appropriate resources were available for students who needed extra assistance or guidance while in ISS.
- Created a safe learning environment by enforcing appropriate rules and regulations within the classroom setting.
- Encouraged constructive dialogue between students regarding their behaviors and how they can improve them.
- Assisted with the development of alternative discipline measures for those who have violated school rules or policy.
- Attended professional development workshops related to best practices for working with at-risk youth populations.
- Attended meetings, training and activities to enhance skills and credentials.
- Employed variety of teaching styles to respond to needs of diverse learners.
- Performed assessments focused on long and short-term student needs to develop individualized education program.
- Participated in continuous learning on diversity, inclusion and racial equity to reduce learning barriers.
- Tutored students requiring extra help and gave additional practice work to help improve concept understanding.
- Tested students' comprehension of subject matter through quizzes, tests and projects.
Education
Hampton UniversityHampton, VA
Some College (No Degree) from Accounting-Education
University Overview
- Fall 1981-Spring 1983 - Honor Roll
- Phillip Morris Tobacco Scholarships-Bertha Clayborne
- 5-Letter Athletic Recipient- Bertha Clayborne
- Work Study Scholarship, Office of President, William Harvey-Bertha Clayborne
- 3,499 GPA
- Top Ranked: 25%
- Isle of Wright Research Grant, Capstone Project: Responsible for data collection and reporting.
Hollins UniversityRoanoke, VA
Some College (No Degree) from Education And Psychology
University Overview
ClayborneClayborneClayborneCraggett
- Fall Semester 2010 to SPRING Semester 2012- Honor Roll
- Phillip Morrris ToClayborneolarship Recipient-Bertha Clayborne
- 3.329 GPA
Skills
- Front Desk Management
- Emergency Response
- Customer Relations Abilities
- Multitasking And Organization
Affiliations
- ISS or In-School Suspension Aide- Middle School level 15yrs, Special Needs Aide, 8yrs, Boys & Girls Club, 5yrs. Avid Gardner and seamstress.
Accomplishments
- 2017 was named Employee of the Year- Marriott Fairfield Inn & Suites brand
Timeline
Front Desk Manager
Milestone Development franchise of Fairfield Inn &
07.2011 - 12.2024
ISS-In-School Suspension Instructor
Montgomery County Public Schools
09.1998 - 06.2015
Sole Proprietor
Craggett Cleaning Services
Sep1993 - Current (32 education.years_Label & 1 education.month_Label)
Hampton University
Some College (No Degree) from Accounting-Education
Hollins University
Some College (No Degree) from Education And Psychology
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