Danara Wilcox
Miami Beach,FL
Summary
Reliable and punctual Sales Associate who possesses an excellent work ethic and more than 18 years in retail. Areas of expertise include inventory, cash management and exceptional customer service.
Veteran 15 years supportive of all customer service requests and poised to anticipate needs of passengers. Exceptional customer experience facilitator with adaptability and creativity in building healthy passenger connections. Successful troubleshooter of all types of ticket and service concerns.
Overview
31
31
years of professional experience
Work History
Front Desk Agent
Fontainebleauresorts Miami
Miami Beach , FL
10.2022 - Current
- Handled payment processing and provided customers with receipts and proper bills and change.
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Greeted incoming guests warmly, issued room keys and shared information on policies and amenities.
- Answered telephones and greeted visitors to assist, answer questions and direct.
- Posted charges, updated accounts and issued bills to departing guests.
- Received incoming calls and coordinated with staff to fulfill customer requests.
- Enhanced guest satisfaction by answering inquiries about business operations and policies, resolving concerns and developing creative solutions to guest concerns.
Passenger Service Agent
American Airlines
Miami , FL
10.2021 - 11.2022
- Greeted passengers and provided boarding instructions.
- Collected baggage charges and accepted baggage for check-in.
- Protected passengers' baggage from loss, theft and damage through proper handling and oversight.
- Worked with personnel in gate area by verifying passenger documents before boarding aircraft.
- Keyed passenger information into ticketing reservation system to process boarding passes.
- Upheld uniform and conduct guidelines to maintain professional appearance.
- Processed reservations and issued travel and hotel vouchers.
Airport Passenger Service Agent
Envoy Airlines
Miami, FL
05.2017 - 10.2021
- Greeted crew members, flight attendants and passengers in welcoming and friendly manner.
- Protected passengers' baggage from loss, theft and damage through proper handling and oversight.
- Utilized PA system to announce departures and changes to landings.
- Processed reservations and issued travel and hotel vouchers.
- Greeted passengers and provided boarding instructions.
- Managed gate, ramp and cabin services for each flight.
- Provided clients with assistance in preparing required travel documents and forms.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
Customer Service Representative II
T-Mobile
Miramar, FL
04.2014 - 05.2017
- Take calls for bill and account inquiry.
- Accomplishments Provide customers with the best customer care experience.
- Assessed customer needs and upsold products and services to maximize sales.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Reviewed account and service histories to identify trends and issues.
- Documented conversations with customers to track requests, problems and solutions.
- Upheld privacy and security requirements established by T-MOBILE regulatory agencies.
School Custodian
Eastern Michigan University
Ypsilanti, MI
07.2006 - 08.2014
- Moved equipment and furniture to thoroughly clean space.
- Wet and spot mopped to clean floors and other surfaces in public corridors.
- Maintained building interiors with routine deep cleaning of high-traffic areas.
- Handled and stored hazardous chemicals safely to prevent injury or illness.
- Wiped down various surfaces with approved cleaning products to prevent growth of bacteria and viruses.
- Vacuumed floors and dusted furniture to maintain organized, professional appearance at all times.
- Dusted interior furniture, exhibit cases, pictures and frames, chairs, trim and light fixtures, using long handles and ladders to clear cobwebs from high places.
- Completed in-depth restroom cleanings, including partitions, decoration, toilets, urinals, sinks, counters, and mirrors.
- Sorted and disposed of trash and recycling materials to keep common areas clean and organized.
- Handled, mixed and stored chemical cleaners in compliance with safety requirements and standard operating procedures.
- Cleared snow, leaves, trash and debris from steps, walkways and areas around building entrances and exits, maintaining cleanliness and appearance of premises.
- Kept business entrances clean, tidy and professional in appearance.
- Notified management of structural issues and major repairs.
Cashier
Winn Dixie Supermarket
Miami, FL
05.1995 - 09.2006
- Assisted with purchases, locating items and signing up for rewards programs.
- Operated cash register, collected payments and provided accurate change.
- Helped customers find specific products, answered questions and offered product advice.
- Maintained high productivity by processing cash, credit, debit and voucher program payments for customers.
- Processed all sales transactions promptly to prevent long customer wait times.
- Observed company return policy when processing refunds by inspecting merchandise for wear or damage.
- Worked closely with front-end staff to assist customers.
- Answered customer quests, provided store information and escorted to desired store areas.
- Wiped down counters and conveyor belt to remove debris and maintain cleanliness.
- Verified customer identification for alcohol or tobacco purchases.
Education
High School Diploma -
North Miami Senior High
1995
High School Diploma -
American Airlines
Dallas, TexasSkills
- Skills Used
- To show courtesy and concern to resolve the customers issue, and conect with the customer and build a
- Relationship with them
- Customer Service Representative
- IQor/ WALMART FAMILY MOBILE - Miramar, FL - March 2014 to Present
- Responsibilities
- Answer calls and provide a resultion to our customers issues on a day to day basis , and Floor Support, when
- Applicable
- Bookkeeping
- Cash handling
- Cashier
- Strong communication skills
- Customer Service
- Customer care
- Detail-oriented
- Inventory control
- Inventory
- Office management
- Time management
- Passenger assistance
- Issuing tickets
- Check-in procedures
- Boarding support
- Checking in passengers
- Pre-boarding checking
- Baggage handling abilities
- Phone etiquette
Accomplishments
- Meet Monthly MPS, and GRE Goals or Metrics.
- Skills Used Call handling , great work and training ethic, teachable wiling to help others, great attendance on time for work, showing leadership showing.
- Customer Service Clerk Eastern Michigan University - Ypsilanti, MI - July 2006 to March 2014 Ypsilanti, Michigan Processed an average of 600 or more transactions each day in a timely manner.
- Answered customers' questions and addressed problems and complaints in person and via phone.
- Built customer confidence by actively listening to their concerns and giving appropriate feedback.
- Cashier/Bakery clerk Farmer Jack Store - Westland, MI - March 2006 to July 2006 Opened and closed the store, which included counting cash drawers and making bank deposits.
- Completed floor replenishment to guarantee size availability and promote customer satisfaction.
- Pricing Manager Winn Dixie Stores - Miami, FL - May 1995 to December 2005 Marked clearance products with updated price tags.Informed customers about all product lines and services offered by the company.Processed shipments and maintained organized stock shelves.
Timeline
Front Desk Agent
Fontainebleauresorts Miami
10.2022 - Current
Passenger Service Agent
American Airlines
10.2021 - 11.2022
Airport Passenger Service Agent
Envoy Airlines
05.2017 - 10.2021
Customer Service Representative II
T-Mobile
04.2014 - 05.2017
School Custodian
Eastern Michigan University
07.2006 - 08.2014
Cashier
Winn Dixie Supermarket
05.1995 - 09.2006
High School Diploma -
North Miami Senior High
High School Diploma -
American Airlines