Ciara Queen
Springfield,VA
Summary
Highly enthusiastic customer service professional with 5 years client interface experience. Dedicated Customer Service Representative motivated to maintain customer satisfaction and contribute to company success. Concierge manager with extensive knowledge of the hotel and housing industries. Energetic, outgoing, and driven to reach company goals.
Overview
5
5
years of professional experience
Work History
Quality Assurance Manger
QAM, Capital Concierge
06.2022 - Current
- Builds relationships with property management and building personnel
- QAM is to have a strong emphasis on developing the individual as well as their team
- Must be skilled at multi-tasking, multi-processing and being proactive
- Ensures all concierges adhere to the Capitol Concierge policies and procedures
- Aids concierges by answering questions, helping with innovative ideas and strategies to increase
- Service levels
- Completes and reviews Concierge Site Visit form including concierge service activity
- Reviews form with concierges, coaches, plans, advises, and sets objectives for next visit
- Shares visit information with Operations Managers
- Visit Property Managers (“PMs”) to learn and validate service quality of concierges
- Directly oversee and manage the On-call department
- Direct point of contact to On-call concierges, must answers questions, work through stressful situations
- Help On-call concierges to increase their individual skill set
- On-call scheduling and staffing management
- On-Call Engagement
- On-call Monthly Staff Meetings
- Sling Management
- Upkeep Of On-Call Contact List
- Once A Month Weekend Field Days
- Quality Assurance of operations
- On-Call Trainings
NANNIES
COLLEGE, NANNY
03.2019 - Current
- Attends to children in a professional manner and communicates well with children, families, and College Nannies
- Performs a variety of age-appropriate tasks, including but not limited to: Dressing, feeding, bathing, overseeing play, preparing food, homework help, and transportation to and from activities
- Managing behavior, cleaning up after children, providing creative, fun activities that are appropriate and applicable.
CONCIERGE MANAGER
CAPITAL CONCIERGE
08.2018 - 06.2022
- Providing information about the community, including where to shop for groceries, what time trash pickup occurs, or how to reach emergency services
- Scheduling repair work on items such as air conditioning units, plumbing leaks, broken windows, or leaky roofs
- Providing security services such as monitoring the premises, responding to emergencies, conducting patrols, and performing background checks on residents and employees
- Coordinating with contractors to repair or replace broken fixtures or appliances in rental units
- Arranging for transportation services such as taxis or car rentals for residents who are unable to drive
- Coordinating with contractors to repair or replace broken fixtures or appliances in rental units
- Providing concierge services such as arranging spa appointments, ordering flowers, and booking airplane tickets
- Communicating with residents to address concerns or complaints about the building or community
- Handle scheduling for front desk employees as well as handling calls taking messages, assisting in move-ins and move-outs ensuring the safety and peace of the visitors and residents
- Responsible for covering shifts in case of emergencies and accept pkgs
- Mail from USPS, UPS, FEDEX, and all other deliveries from vendors, also writing out work orders, giving access to units
- Perform building checks making sure the units are dry and secure, as well as the common areas, are locked uptight
- Place incoming or outgoing letters or packages into sacks or bins based on destination or type, and place identifying tags on sacks or bins
- Create schedules for Concierge Department employees
- Recruit, interviewed, hired, and trained new employees in facility policies, routine procedures, and resident safety.
Education
Child Development Associates Training Program Certificate of Completion -
Eastern High School
High School Diploma - undefined
CDA Credential in Infant and Toddlers - undefined
For Sisters & Brothers Community School
2016
Skills
- Skills & Abilities
- Office Management
- Teambuilding & Supervision
- Staff Development & Training
- Policies & Procedures Manuals
- Report & Document Preparation
- Spreadsheet & Database Creation
- Records Management
- Meeting & Event Planning
Timeline
Quality Assurance Manger
QAM, Capital Concierge
06.2022 - Current
NANNIES
COLLEGE, NANNY
03.2019 - Current
CONCIERGE MANAGER
CAPITAL CONCIERGE
08.2018 - 06.2022
Child Development Associates Training Program Certificate of Completion -
Eastern High School
High School Diploma - undefined
CDA Credential in Infant and Toddlers - undefined
For Sisters & Brothers Community School
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