Brandon Stevens

• Developed strong relationships with clients through effective communication and product knowledge.
• Generated sales leads by engaging potential customers via inbound and outbound calls.
• Assisted in resolving customer inquiries to enhance satisfaction and loyalty.
• Trained new team members on sales techniques and company policies to improve overall performance.
• Adapted communications style based on individual customer needs for an optimal experience catered specifically to them.
• Developed rapport with customers through active listening and personalized product recommendations.
• Utilized CRM software effectively to track progress against goals, monitor customer engagement levels, and manage lead pipelines.
• Assisted in training new hires on company policies, products, and sales techniques to foster their success within the team.

• Oversaw front desk operations, ensuring smooth guest check-in and check-out processes.
• Managed staff scheduling, optimizing workforce efficiency and coverage during peak periods.
• Implemented training programs for new employees, enhancing service quality and customer satisfaction.
• Collaborated with housekeeping to maintain high standards of cleanliness and presentation in guest areas.
• Resolved guest complaints promptly, improving overall satisfaction ratings through effective communication.
• Led initiatives to streamline front office procedures, increasing operational efficiency and reducing wait times for guests.
• Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
• Developed effective communication channels within the team to improve decision-making process and problem-solving abilities.
• Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
• Coached employees through day-to-day work and complex problems.
• Managed daily room inventory to maximize occupancy rates and revenue generation.
• Facilitated team meetings to discuss performance goals, guest feedback, and areas for improvement.

• Collected room deposits, fees, and payments.
• Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
• Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
• Resolved guest issues promptly, resulting in positive feedback and return visits.
• Took reservations over phone, in person, and via computer for guests and provided confirmation information.
• Welcomed each new arrival pleasantly and confirmed reservations and identification.
• Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.

• Monitored front desk staffing hours and scheduled weekly employee shifts.
• Modeled positive attitude and encouraged front desk employees when dealing with difficult guests.
• Responded to customer service inquiries, both in-person and by telephone.
• Maintained high level of service and hospitality, contributing to corporate service recognition for property.
• Welcomed guests and focused on providing positive lodging experience.
• Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
• Managed front desk maintenance of client records and lab data.
• Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
• Developed and maintained positive relationships with guests for satisfaction.
• Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
• Enforced policies and procedures to increase efficiency.
• Monitored staff performance and provided feedback and guidance.
• Supervised front desk staff consisting of eight employees

• Implemented business strategies, increasing revenue and effectively targeting new markets.
• Motivated, trained, and disciplined employees to maximize performance.
• Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
• Monitored daily cash discrepancies, inventory shrinkage and drive-off.
• Negotiated price and service with customers and vendors to decrease expenses and increase profit.
• Trained new employees on proper protocols and customer service standards.
• Handled cash accurately and prepared deposits.

• Resolved customer complaints swiftly, finding resolutions that maintained customer satisfaction.
• Collaborated closely with other departments to meet guest needs and provide best possible experience.
• Processed guest payments and provided accurate change.
• Supported team members by offering constructive feedback and coaching as needed.
• Reviewed upcoming events and planned for expected challenges.
• Trained junior team members in customer service strategies and property policies.
• Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
• Collected room deposits, fees, and payments.
• Took reservations over phone, in person, and via computer for guests and provided confirmation information.
• Answered customer telephone calls promptly and appropriately handled needs.
• Used internal software to process reservations, check-ins and check-outs.
• Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
• Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
• Maintained clean and organized front desk areas to uphold polished company image.
• Oversaw fast-paced front desk operations and guests' needs at busy facility.
• Issued room keys to guests upon check-in and answered questions regarding proper use.
• Welcomed each new arrival pleasantly and confirmed reservations and identification.

• Coordinated with doctors and registered nurses to develop care plans for patients in regards to their Medical Equipment needs.
• Documented medical records by entering patient interactions and information.
• Returned voicemail messages to provide responses to patients' health services questions.
• Answered high volume of incoming calls to assist patients.

Prepare all end of day reports and handle guest requests

I was a Unit Team Clerk. I handled most of the clerical work for the unit team.

• Supervised critical budget implementations, employee reviews, training and scheduling for projects.
• Applied knowledge of coverage needs and individual employee strengths to produce successful team schedules.
• Motivated and led team members to work together to achieve targets.
• Disciplined and maintained staff to deliver hospitable, professional service reflecting business initiatives.
• Identified customer needs and delivered relevant product solutions and promotions.
• Met business targets with streamlined operations strategies.
• Enhanced team engagement and performance with daily updates and informational meetings.
• Oversaw payroll preparation and administration for staff.
• Developed and implemented promotions and publicity programs to achieve remarkable business increase.

Supervised all QA staff to ensure accuracy and consistency of call monitoring to maintain the standard of our clients.

• Reviewed current standards and policies.
• Kept records of quality reports and statistical reviews.
• Supervised and guided inspectors, technicians and other staff.
• Established product specifications and quality assurance practices.
• Reviewed customer interactions and activity reports to identify and address concerns.
• Fielded customer complaints and rectified service issues.