Aaron Franklin
Customer Service Representative
Miami,FL
Summary
Driven customer service representative skilled in managing reservations, telephone calls and customer inquiries. Poised with total commitment to guest satisfaction. Well-versed in mitigating customer dissatisfaction with prompt service and diplomatic communication. Seasoned Hospitality professional competent in keeping guest needs balanced with business targets. Highly organized in handling administrative functions, and coordinating facility services. Smooth and efficient multitasker and planner. Motivated to maintain customer satisfaction contributes to company success. Proven ability to establish rapport with clients and exceed sale quotas. Reliable and driven, with strong time management and prioritization abilities.
Overview
5
5
years of professional experience
Work History
Front Desk Receptionist /Night Auditor
Nautilus by Arlo
Miami Beach, FL
06.2019 - 09.2019
- Promptly answered multi-line phone system and greeted callers enthusiastically
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests
- Politely welcomed arriving guests, providing room keys and information on amenities and policies
- Provided guests with above-and-beyond service, including making outside venue reservations and setting up tours for more than 20 guest
- Confirmed relevant guest information and payment methods to prevent fraud
- Updated customer accounts with add-on room charges, including minibar use and room service bills
- Entered customer data using opera, opera cloud, and room-master software and updated information whenever patrons changed rooms.
- Responded swiftly to room requests and other inquiries made via establishment website, email or phone
- Used quick response and dynamic service skills to build relationships with patrons, improving customer retention rate
Barista
Panera Bread
Miami, FL
07.2017 - 11.2018
- Cleaned counters, machines, utensils and seating areas daily.
- Listened carefully to customer requests and created personalized, delicious beverages, which improved sales.
- Cultivated to recall customers' names and address each by name.
- Developed and demonstrated skillful and creative latte art to engage customers.
- Provided in-depth information to customers on beverage preparation and offered samples of latest brews.
- Controlled line and crowd with quick, efficient service.
- Learned every menu preparation and numerous off-label drinks to meet all customer needs.
- Trained new employees in groups and in one-on-one scenarios.
- Complied with standards for merchandising, stocking and storing for over 60 products.
- Pleasantly interacted with customers during hectic periods to promote fun, positive environment.
Front Office Administrator
Duck Tours South Beach
Miami Beach, FL
06.2018 - 08.2018
- Responded to inquiries from callers seeking information.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Kept reception area clean and neat to give visitors positive first impression.
- Monitored premises, screened visitors, updated logs and issued passes to maintain security.
- Reconciled account files and produced monthly reports to keep Mangers informed about office operations.
- Achieved and maintained 90% of top client satisfaction and retention by managing project deliverable accuracy and alignment with specifications.
- Tracked office supplies and restocked low items to keep team members on-task and productive.
- Managed budgets, appointment scheduling, employee and event itineraries and accounts to improve productivity initiatives.
Front Desk Receptionist /Night Auditor
L Hotel Miami
Miami Beach, FL
02.2018 - 05.2018
- Delivered above-and-beyond service to guests by making outside venue reservations and setting up tours.
- Entered customer data into room system and updated information whenever patrons changed rooms.
- Kept accounts in balance and ran daily reports to verify totals.
- Used quick response and dynamic service skills to build relationships with patrons, improving customer retention rate.
- Promoted local entertainment and sporting events and offered details to assist patrons.
- Balanced hotel accounts and resolved discrepancies per day
- Logged wake-up call requests and set up automatic rings in system.
- Documented accounts and logs throughout shift to keep up with requirements.
- Collected room deposits, fees and payments for more than 200 rooms
Housekeeping Room Attendant
Barcelona Guesthouse
Miami Beach, FL
03.2016 - 06.2016
- Slid beds, sofas and other furniture aside to wipe down baseboards and remove dust and dirt from hard-to-reach areas.
- Provided laundering services for guests by washing, drying and hanging laundry.
- Responded to requests from patrons for linens and toiletries.
- Replaced used towels and other bathroom amenities such as shampoo, paper towels and soap.
- Sanitized all kitchen surfaces, wiped down cabinets and swept and mopped floors
- Used chemicals by following safety protocols and procedures to avoid burns and injuries 100%
Barista
Starbucks
Miami beach, Fl
02.2012 - 05.2015
- Recommended products based on solid understanding of individual customer needs and preferences
- Elevated customer loyalty by using strong communication and listening abilities to resolve customer problems
- Created over 20 drinks in average shifts with consistently positive customer satisfaction scores
- Learned every menu preparation and numerous off-label drinks to meet all customer needs
- Restocked display cases with attractive arrangements to promote specialty food items like bagels and muffins
- Pleasantly interacted with customers during hectic periods to promote fun, positive environment
- Trained more than 4 employees over 6months
Education
Miami Beach Senior High School
Miami Beach, FLSkills
Verbal and written communication-novice
Time management
Cash Handling
Complaint resolution
Key holder experience
Timeline
Front Desk Receptionist /Night Auditor
Nautilus by Arlo
06.2019 - 09.2019
Front Office Administrator
Duck Tours South Beach
06.2018 - 08.2018
Front Desk Receptionist /Night Auditor
L Hotel Miami
02.2018 - 05.2018
Barista
Panera Bread
07.2017 - 11.2018
Housekeeping Room Attendant
Barcelona Guesthouse
03.2016 - 06.2016
Barista
Starbucks
02.2012 - 05.2015
Miami Beach Senior High School