Charmaine Wheatle
Lantana
Summary
Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.
Skilled in managing front desk operations, handling guest inquiries, and providing exceptional customer service. Known for effective collaboration, adaptability, and delivering results in fast-paced environment. Expertise in problem-solving, communication, and maintaining welcoming atmosphere.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Front Desk Concierge Manager
Life Time Athletic Country Club
01.2022 - Current
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Answered multi-line phone system and transferred callers to appropriate department or staff member.
- Used internal software to process reservations, check-ins and check-outs.
- Answered customer telephone calls promptly and appropriately handled needs.
- Maintained clean and organized front desk areas to uphold polished company image.
- 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.
- Answered multi-line phone system and enthusiastically greeted callers.
- Collected room deposits, fees, and payments.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment, and shopping activities.
- Maintained confidentiality of sensitive data to protect customer and business information.
- Handled customer complaints to satisfy and retain guests.
- Created welcoming and comfortable environment for guests.
- Maintained high level of professionalism and discretion when dealing with guests.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Maintained accurate and up-to-date records of guest information.
- Utilized variety of organizational and communication skills to drive guest satisfaction.
- Managed check-in and check-out procedures for guests.
- Worked closely with guests, some VIP, or celebrity, with high degree of respect for privacy.
- Updated account information to maintain customer records.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded proactively and positively to rapid change.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Sought ways to improve processes and services provided.
- Trained new personnel regarding company operations, policies and services.
- Cross-trained and provided backup support for organizational leadership.
- Completed all documentation quickly to facilitate quick sign-up processes.
- Overcame objections with deep knowledge of membership benefits, scripted responses and persuasive communication skills.
- Conducted tours of facility to showcase features and answer questions.
- Maintained membership database, ensuring that all information was current and accurate.
- Identified issues and immediately stepped up to guarantee speedy and effective resolutions.
- Performed cold-calling and follow-ups with leads to secure new revenue.
- Contacted customers and prospects to generate new business to achieve company growth goals.
- Used CRM software to record customer interactions and track general sales activities for review and follow-up.
- Handled assignments independently with good judgement and critical thinking skills.
- Collected and distributed messages to team members and managers to support open communication and high customer service.
- Routed incoming mail and messages to relevant personnel without delay.
- Scheduled office meetings and client appointments for staff teams.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
Home Health Aide
Lynden Nursing Service
01.2021 - 01.2022
- Assisted patients with dressing, grooming and feeding needs, helping to overcome and adapt to mobility restrictions.
- Traveled to clients' homes to complete healthcare services and promote continuity of care.
- Provided mobility assistance such as walking and regular exercising.
- Completed entries in log books, journals and care plans to accurately document and report patient progress.
- Assisted disabled clients to support independence and well-being.
- Offered patients and families emotional support and instruction in preparing healthy meals, independent living and adaptation to disability or illness.
- Provided transportation and appointments management.
- Followed nutritional plans to prepare optimal meals.
- Encouraged patients to participate in safe physical activity to help boost mood and improve overall wellness.
- Developed rapport to create safe and trusting environment for care.
- Reported unusual or urgent circumstances in patients' condition or environment immediately to nurse supervisor.
- Administered medication as directed by physician.
- Increased medication and medical terminology knowledge through research and continuing education.
- Transported clients for medical and personal outings.
- Helped clients with managed home care, ensuring efficacy of care by monitoring health status.
- Documented vital statistics and coordinated with health care providers.
Front Desk Concierge
The Carlisle Palm Beach
05.2019 - 02.2021
- Maintained front desk's concierge book to provide visitors with access to relevant local information.
- Remedied issues quickly and effectively through active listening, conflict resolution and dynamic communication skills.
- Worked closely with guests, some VIP and others, with high degree of respect for privacy.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Maintained energy and enthusiasm in fast-paced environment.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Completed clerical tasks such as filing, copying and distributing mail.
- Interacted with customers by phone, email or in-person to provide information.
- Welcomed visitors and alerted staff to arrivals of scheduled appointments/interviews.
- Delivered clerical support by handling range of routine and special requirements.
- Executed record filing system to improve document organization and management.
- Supported staff on special assignments and ad hoc projects.
- Answered incoming calls, processed requests and relayed messages to appropriate personnel.
- Kept team efficient and on-task by maintaining well-stocked and organized supplies.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Worked closely with coworkers to strategically plan for company growth.
Phone Representative
Call 4 Health
01.2017 - 12.2018
- Scheduled appointments for new and old patients.
- Keep patients profiles updated with correct information.
- Send emails over to doctors regarding patients.
- Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
- Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
- Contributed to company achieving and holding industry-leading customer service ratings.
- Educated customers how to use company systems, complete forms and obtain desired services.
- Ensured accurate responses to questions and inquiries by maintaining advanced product knowledge.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Received multiple positive reviews acknowledging dedication to excellent customer service.
- Managed customer calls effectively and efficiently in complex, fast-paced and challenging call center environment.
- Answered customer questions regarding merchandise and pricing.
- Used consultative sales approach to understand customer needs and recommend relevant offerings.
- Educated customers about billing, payment processing and support policies and procedures.
Education
Associate of Arts - Sonography
Palm Beach State College
08-2025
High School - Diploma
Santaluces Community High School
05.2018
Skills
- Payment collection
- Customer assistance
- Hospitality Service
- Concierge Services
- Emergency Situations
- Office Management
- Guest Services
- Greeting Visitors
- Social Perceptiveness
- File Management
- Service Dispatching
- POS Systems
- Product and Service Sales
- Bookkeeping
- Refunds and exchanges
- Multi-tasking ability
- Cash balancing
- Maintaining store appearance
- Daily transaction summarizing
- Mail and Packages
- Cash register operation
- Receipt and refund issuance
- Computer proficiency
- Currency counting
- Checkout consistency
- Retail merchandising
- Basic math skills
- Mobility Support
- Time Management
- Document Control
- Verbal and Written Communication
- Data Confidentiality
- Assisting with Deployments
- Daily Client Contact
- Strong multitasking
- Customer service
- Hospitality services
- Oral and written communications
Additional Information
- In my spare time, I like to volunteer at Startlight Cove Elementary School. I would help kids with both their homework and class work, getting them to better understand any assignments they didn't quite understand before. I also help the teachers with grading assignments and monitoring the class.
Certification
- HHA Certification - Home Health Aide
- CPR Certified
Timeline
Front Desk Concierge Manager
Life Time Athletic Country Club
01.2022 - Current
Home Health Aide
Lynden Nursing Service
01.2021 - 01.2022
Front Desk Concierge
The Carlisle Palm Beach
05.2019 - 02.2021
Phone Representative
Call 4 Health
01.2017 - 12.2018
High School - Diploma
Santaluces Community High School
Associate of Arts - Sonography
Palm Beach State College
Similar Profiles
Kathleen MitchellKathleen Mitchell
Swim Instructor/Lifeguard at Life Time Athletic Country ClubSwim Instructor/Lifeguard at Life Time Athletic Country Club
Shamanta VillanuevaShamanta Villanueva
Opening Operations supervisor at Life Time Athletic ClubOpening Operations supervisor at Life Time Athletic Club
JULIE CROPPERJULIE CROPPER
CONCIERGE MANAGER at LIFE TIME ATHLETIC MISSISSAUGACONCIERGE MANAGER at LIFE TIME ATHLETIC MISSISSAUGA