Cecelia McGraw
Pensacola,FL
Summary
Experience Customer Service Professional with a Bachelors Degree in Business Administration and 10+ years providing exceptional service to customers. Skilled in conflict resolution, problem solving, and customer satisfaction.
Overview
18
18
years of professional experience
Work History
Housekeeping Room Inspector
Residence Inn Marriott
Pensacola, FL
01.2011 - 12.2012
- Responded promptly to customer complaints related to room conditions or services provided.
- Maintained a professional demeanor when dealing with guests and team members alike.
- Scheduled cleaning services for vacated rooms in accordance with occupancy levels.
- Participated in weekly training sessions to stay up-to-date on industry best practices.
- Followed strict protocols regarding key control procedures when entering guest rooms.
- Adhered to all corporate policies and procedures while carrying out duties.
- Assessed guest satisfaction with the quality of housekeeping services provided.
- Reported any damages or maintenance needs to the appropriate personnel.
- Ensured room amenities such as furniture, bedding, linens, and appliances are in working order.
- Inspected and evaluated hotel rooms for cleanliness, comfort, and overall condition.
- Provided feedback on service performance issues to management staff when needed.
- Taught cleaning procedures to housekeeping staff.
- Maintained business cleanliness protocols by inspecting guest rooms.
- Checked quality of guest room restocking by reviewing toiletries, amenities, and furnishings.
- Verified each completed room against standard plans to maintain consistency.
- Communicated with maintenance team on damages to repair.
- Reported damage or theft of hotel property to management.
Sales Associate
Kay's Fashion
Pensacola, Florida
05.2009 - 01.2010
- Maintained up-to-date knowledge of store merchandise and policies.
- Greeted customers and provided exceptional customer service.
- Stocked shelves and supplies and organized displays to focus customer attention on specific items.
- Handled returns and exchanges according to company policies.
- Answered customer inquiries regarding product features, pricing, and availability.
- Processed transactions using a point-of-sale system.
- Recommended, selected and located merchandise based on customer desires.
- Unboxed new merchandise and restocked shelves in appealing and organized arrangements to promote items.
- Engaged customers in friendly, professional dialogue to determine needs.
- Assisted customers with product selection, sizing and styling.
- Assisted in visual merchandising, creating appealing displays that capture customer interest.
- Handled customer complaints in a professional manner.
- Organized store by returning merchandise to proper areas and restocked displays.
- Watched for and recognized security risks and thefts to prevent or handle situations.
Small Business Co-Owner
R & C Concrete
Pensacola, FL
01.1998 - 09.2009
- Conferred with customers to understand needs and finalize purchase orders.
- Ensured compliance with applicable laws, regulations and policies.
- Managed payroll, accounts receivable and accounts payable functions.
- Determined pricing for products or services based on costs and competition.
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
- Prepared staff work schedules and assigned team members to specific duties.
- Implemented quality assurance procedures to guarantee high standards of service delivery.
- Promoted business on social media platforms to maximize brand identity and generate revenue.
Housekeeping Room Inspector
Double Tree Hotel By Hilton
Tallahassee , Florida
06.2005 - 02.2006
- Responded promptly to customer complaints related to room conditions or services provided.
- Maintained a professional demeanor when dealing with guests and team members alike.
- Scheduled cleaning services for vacated rooms in accordance with occupancy levels.
- Participated in weekly training sessions to stay up-to-date on industry best practices.
- Followed strict protocols regarding key control procedures when entering guest rooms.
- Adhered to all corporate policies and procedures while carrying out duties.
- Assessed guest satisfaction with the quality of housekeeping services provided.
- Reported any damages or maintenance needs to the appropriate personnel.
- Checked all doors, windows, walls, floors and ceilings for signs of wear or damage.
- Ensured room amenities such as furniture, bedding, linens, and appliances are in working order.
- Inspected and evaluated hotel rooms for cleanliness, comfort, and overall condition.
Economic Self Sufficiency Specialist
Dept of Children and Families
Pensacola, Florida
10.1994 - 01.2004
- Interviewing applicants to obtain and verify information needed to determine eligibility for Food Assistance, Medicaid, and Cash Assistance.
- Learning numerous state and federal program regulations, through intensive training prior to full case assignment and then ongoing training thereafter. This work is driven by ongoing reliance on regulations.
- Instructing clients in completion of various forms, and reviewing the applications and forms submitted for completeness and accuracy.
- Determining program eligibility in accordance with current regulations using a computer-based eligibility system.
- Researching information provided by an applicant until satisfactory explanations regarding eligibility status is confirmed.
- Reporting cases where identity theft or fraud is suspected.
- Advising clients of deadlines, time frames, and necessary actions to be taken.
- Working with clients who may not take the necessary actions within the required time frame.
- Establishing and maintaining multiple electronic files and conducting regular reviews and updates.
- Documenting all communications and contacts with clients.
- Managing an electronic caseload that varies based on the community needs, ensuring that accuracy levels are maintained, and cases are processed within the specified time frames set by federal and state regulations.
- Computing and authorizing public assistance benefits based on financial and family status. Reviewing and explaining the monthly benefit amount to the customer.
- Staying current with changes in rules, laws, procedures, etc. that affect timeliness and accuracy.
Education
Bachelor of Science - Business Administration And Management
Columbia Southern University
Orange Beach, AL03-2016
Skills
- Great Communication Skills
- Critical Thinking
- Problem Solving
- Data Gathering
- Friendly, Positive Attitude
- Multitasking and Time Management
- People Skills
- Planning and Organizing
- Independent Decision Making
Timeline
Housekeeping Room Inspector
Residence Inn Marriott
01.2011 - 12.2012
Sales Associate
Kay's Fashion
05.2009 - 01.2010
Housekeeping Room Inspector
Double Tree Hotel By Hilton
06.2005 - 02.2006
Small Business Co-Owner
R & C Concrete
01.1998 - 09.2009
Economic Self Sufficiency Specialist
Dept of Children and Families
10.1994 - 01.2004
Bachelor of Science - Business Administration And Management
Columbia Southern University