Chakara Baker
Las Vegas,NV
Summary
Client Relations Manager with extensive experience in Banking and Hospitality, specializing in customer service strategy and issue resolution. Proven expertise in OPERA and CRM systems, fostering strong client relationships that enhance satisfaction and loyalty. Focused on improving service offerings and achieving operational excellence.
Overview
25
25
years of professional experience
Work History
Client Relations Manager
Barclays Bank Limited
Las Vegas, NV
02.2022 - 05.2025
- Developed strong client relationships through regular communication and engagement.
- Managed client inquiries and resolved issues promptly and effectively.
- Collaborated with cross-functional teams to deliver tailored client solutions.
- Conducted client feedback sessions to enhance service offerings and satisfaction.
- Responded promptly to customer inquiries regarding products or services.
- Maintained accurate records of client interactions in CRM system for tracking purposes.
- Conducted regular meetings with clients to discuss their needs, concerns, and expectations.
- Provided technical support to customers via phone, email, or chat applications.
- Maintained accurate records of all client interactions in company database system.
- Ensured compliance with industry regulations related to client relations management.
- Evaluated the effectiveness of existing customer service policies and procedures.
- Monitored call center performance metrics and took action when necessary to ensure quality standards were met.
- Assisted customers with product selection decisions based on individual needs.
- Drove customer escalations to resolution by engaging directly with clients.
- Addressed inquiries from clients and department team members.
- Helped customers open accounts, make deposits, update information, and carry out range of routine actions.
- Managed crisis communications, turning dissatisfied customers into brand advocates.
Room Reservations Supervisor
Atlantis Resort And Casino
Nassau, The Bahamas
06.2018 - 02.2021
- Arranged for group hotel bookings in collaboration with sales department for weddings and special events.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Handled reservations and answered questions from interested patrons for busy 3500 room hotel.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations and leading conversations to bookings.
- Informed clients of essential travel information, such as travel times, transportation connections, medical and visa requirements to facilitate quality service.
- Worked closely with front desk to achieve full occupancy of property.
- Resolved various issues and discrepancies for customers.
- Maintained awareness of types of rooms available in different resort locations.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services and facilities.
- Provided follow through on all calls with confirmations and dissemination of requested information.
- Utilized LMS and HOTSOS to input all key data into hotel's database system.
- Handled billing information over phone.
- Provided customers with information about availability and pricing.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Prepared customer invoices, accepted payments and processed refund and cancellation requests.
Cove Coordinator
The Cove Atlantis
Nassau, The Bahamas
06.2015 - 06.2018
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Used internal software to process reservations, check-ins and check-outs.
- Maintained master schedule and set up appointments.
- Managed filing systems for electronic and hard copy documents to keep organized records.
- Received and responded to customer requests via letters, emails, telephone calls and in-person interactions.
- Retrieved mail, packages and documents on behalf of guests, promptly verifying receipt and arranging for pickup or transmittal.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Educated guests on hotel security features and instructed on important information regarding safety processes and procedures.
- Confirmed relevant guest information and payment methods to prevent fraud.
- Answered customer telephone calls promptly and appropriately handled needs.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Collected room deposits, fees and payments.
- Responded swiftly to room requests and other inquiries made via establishment website, email or phone.
- Delivered above-and-beyond service to guests by making outside venue reservations and setting up tours.
- Assisted guests by furnishing information and directions to casino, gift shop and dining areas.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Prepared weekly employee work schedules for team members.
- Took reservations over phone, in person and via computer for guests and provided confirmation information.
- Issued room keys to guests upon check-in and answered questions regarding proper use.
- Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment and shopping activities.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
- Supervised team of 20 front desk agents and helped to resolve issues arising during shifts.
Front Desk Agent
Comfort Suites Paradise Island
Nassau, The Bahamas
09.2008 - 05.2015
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Used internal software to process reservations, check-ins and check-outs.
- Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment and shopping activities.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Collected room deposits, fees and payments.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Answered customer telephone calls promptly and appropriately handled needs.
- Confirmed relevant guest information and payment methods to prevent fraud.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
Navigator (Aquarium Tour Guide)
Atlantis Resort And Casino
Nassau, The Bahamas
11.2000 - 09.2008
- Answered questions, pointed out important features, and offered further details about special exhibits to educate visitors.
- Entertained tour guests with various props and signs for maximum engagement, fun, and lasting memories.
- Developed tour programming to enhance guest experiences.
- Researched information on all local marine life to provide accurate, detailed tours.
- Guided groups of up to 30 people on tours of hotel and aquarium.
- Collected and deposited payments from guests.
- Collected tickets and fees from each individual prior to start of tour.
- Researched and studied on topics that pertained to tour locations so that such information could be added to scripts.
- Drew attention to cracked sidewalks, bad lighting and steps to keep customers safe on tours.
- Prepared a variety of different written communications, reports and documents to ensure smooth operations.
- Worked flexible hours; night, weekend, and holiday shifts.
- Built personal relationships with guests to promote positive experiences.
- Provided information through narratives on various sites throughout the Atlantis resort, relaying little-known stories to provide interest.
- Trained apprentice guides to educate on information to present to tourists and travelers.
- Used coordination and planning skills to achieve results according to schedule.
Education
High School Diploma -
S.C. McPherson Senior High
Nassau, Bahamas05.1999
Skills
- Fully trained in OPERA, LMS, and HOTSOS
- Travel bookings and telephone reservations
- Friendly service mentality
- Staffing and scheduling
- Sales and marketing strategies
- Operations management
- Financial management
- Strategic planning
- Staff management and training
- Guest registration and nightly audits
- Invoicing and billing processes
- Room assignment and customer service
- Microsoft Office proficiency
- Payment collection procedures
- Check-in and check-out processes
- Records management systems
- Team supervision and coaching
- Data entry accuracy
- Email and telephone decorum
- Conflict resolution skills
- Active listening techniques
- Time management expertise
- Account management strategies
Timeline
Client Relations Manager
Barclays Bank Limited
02.2022 - 05.2025
Room Reservations Supervisor
Atlantis Resort And Casino
06.2018 - 02.2021
Cove Coordinator
The Cove Atlantis
06.2015 - 06.2018
Front Desk Agent
Comfort Suites Paradise Island
09.2008 - 05.2015
Navigator (Aquarium Tour Guide)
Atlantis Resort And Casino
11.2000 - 09.2008
High School Diploma -
S.C. McPherson Senior High