Overview
Work History
Education
Skills
Timeline
Generic

Daniqua Covington

Riverdale,GA

Overview

10
10
years of professional experience

Work History

Reservations

Hotel Planner
05.2022 - Current
  • Checked guests in out of hotel, made reservations, and processed payments.
  • Consulted with representatives of [Software] and [Software] to resolve issues with reservations and reviews.
  • Arranged transportation reservations, hotel room blocks and beverage and food flat fees for future events.
  • Implemented energy schedules using real-time transmission reservations or schedules.
  • Documented reservations, alerted servers, and managers of large groups and prepared seating.
  • Process Payments
  • Enhanced guest satisfaction by efficiently managing reservations and providing accurate booking information.
  • Achieved high customer satisfaction scores with prompt and courteous service during reservation calls.
  • Collaborated with other departments to ensure seamless guest experience from reservation to checkout.
  • Maintained up-to-date knowledge of hotel promotions, rates, and availability for accurate bookings.
  • Enforced policies and procedures to increase efficiency.

Unemployment Fraud Analyst - Supervisor

Vdart
06.2021 - Current
  • Reduced fraud losses by implementing effective fraud prevention strategies and monitoring systems.
  • Enhanced detection capabilities for potential fraudulent activities through regular review of account transactions and patterns.
  • Conducted thorough investigations on suspicious cases, ensuring timely resolution and minimizing financial impact.
  • Collaborated with cross-functional teams to develop comprehensive anti-fraud policies and procedures.
  • Developed customized reports for senior management, highlighting key trends and insights on fraud-related issues.
  • Provided training to new team members on fraud detection techniques, enhancing their ability to identify potential threats quickly and accurately.
  • Consistently exceeded performance targets by demonstrating keen attention to detail and exceptional analytical skills in identifying fraudulent patterns.
  • Developed and implemented procedures to detect and prevent fraud.
  • Coached and trained staff on fraud prevention techniques to increase awareness and reduce risk.
  • Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Evaluated employee performance and coached and trained to improve weak areas.
  • Maintained compliance with company policies, objectives, and communication goals.
  • Enforced rules and regulations outlined in company manual to set forth expectations comprehensibly and consistently.
  • Boosted team performance by developing customer service training materials and conducting service training.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Streamlined call center processes for improved efficiency and reduced wait times.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Streamlined the unemployment claims process by implementing efficient case management strategies.
  • Enhanced customer satisfaction by resolving complex claim issues in a timely and professional manner.
  • Reduced fraudulent claims by conducting thorough investigations and collaborating with law enforcement agencies.

Disney Dining

Arise Virtual Solutions Inc.
11.2014 - 08.2021
  • Enhanced guest experiences by providing exceptional customer service and maintaining a positive attitude.
  • Assisted in creating magical moments for park visitors through engaging interactions and personalized attention.
  • Contributed to increased merchandise sales by showcasing products, offering recommendations, and processing transactions efficiently.
  • Attended regular training sessions to stay current on company policies, safety protocols, and operational updates.
  • Demonstrated knowledge of park attractions, amenities, and services to provide accurate information to guests upon inquiry.
  • Resolved guest concerns or complaints professionally and expediently, upholding Disney''s commitment to excellent service standards.
  • Handled cash transactions accurately while adhering to strict financial policies in order to maintain trustworthiness within the program environment.
  • Exhibited strong communication skills when interacting with diverse audiences including guests from various cultural backgrounds or age groups.
  • Maintained a thorough understanding of Disney brand values while representing the company in an exemplary manner at all times.
  • Utilized problem-solving skills to address complex guest inquiries or situations, resulting in satisfactory outcomes for both parties.
  • Cultivated a positive work environment by consistently demonstrating enthusiasm, initiative, and a strong work ethic throughout the internship experience.
  • Negotiated competitive rates for clients, securing cost-effective contracts and maximizing profits.
  • Addressed customer service overflow to reduce complaints.
  • Improved customer service policies to maximize satisfaction and build brand loyalty.

IOS Technician

Concentrix
01.2018 - 09.2018
  • Enhanced user experience by troubleshooting and resolving iOS device issues promptly and accurately.
  • Streamlined software updates for increased efficiency, ensuring devices were up-to-date with the latest features.
  • Maintained accurate records of device repairs, contributing to a well-organized database for future reference.
  • Collaborated with team members to share knowledge and develop new strategies for addressing common iOS problems.
  • Increased appointment scheduling efficiency by implementing user-friendly software systems.
  • Developed strong relationships with clients, providing personalized service when booking, rescheduling, or canceling appointments.
  • Demonstrated adaptability by quickly learning new technologies and processes as they were introduced into the workplace environment.
  • Worked with supervisors and team members to understand supply needs and bring levels within desired tolerances.

Roadside Assistance Agent

Arise Virtual Solutions Inc.
12.2014 - 08.2015
  • Enhanced customer satisfaction by providing timely and efficient roadside assistance services.
  • Reduced wait times for stranded motorists by swiftly dispatching tow trucks and other support vehicles.
  • Streamlined communication between drivers, dispatchers, and service providers for improved efficiency.
  • Increased member retention through exceptional customer service during stressful situations.
  • Demonstrated empathy towards distressed callers, providing reassurance and clear instructions for resolving their issue.
  • Maintained thorough knowledge of company policies and procedures to provide accurate information to customers in need of assistance.
  • Handled challenging situations with diplomacy, resolving conflicts between customers and service providers when necessary.
  • Utilized GPS technology to accurately locate stranded motorists for faster response times.
  • Coordinated alternative transportation options for customers when necessary, such as taxis or rental cars.
  • Served as a reliable point of contact between law enforcement agencies, insurance companies, repair shops, and towing services during incidents requiring coordination among multiple parties.
  • Promoted a positive company image by maintaining professionalism and demonstrating excellent customer service skills in all interactions.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Responded proactively and positively to rapid change.
  • Managed high volume of incoming calls and inquiries, ensuring prompt assistance to potential clients.

Stocker/Receiver

Lowe's
03.2014 - 10.2014
  • Enhanced inventory accuracy by diligently organizing and maintaining stockroom shelves.
  • Expedited product replenishment by efficiently unloading delivery trucks and sorting merchandise.
  • Reduced out-of-stock situations with regular monitoring of product levels on sales floor.
  • Improved customer satisfaction by promptly locating items and providing product information.
  • Assisted customers with special requests, enhancing their shopping experience at the store.
  • Maintained strong communication with supervisors regarding stock levels, upcoming promotions, and potential display changes.
  • Aided in training new team members on best practices for stocking procedures and inventory management systems.
  • Improved warehouse efficiency by skillfully operating forklifts to move, locate, and stack materials.
  • Reduced loading times for shipping trucks by efficiently organizing and staging pallets.
  • Safely loaded and unloaded trucks using appropriate forklift attachments, reducing the risk of accidents or injuries.
  • Conserved warehouse space through efficient stacking and placement of materials according to size, weight, and fragility requirements.
  • Supported warehouse staff in meeting tight deadlines by prioritizing tasks based on shipment schedules.
  • Operated forklift in compliance with OSHA guidelines and organizational policies.
  • Unloaded and stacked materials by raising and lowering lifting devices.
  • Maneuvered forklift safely in congested and confined areas using [Skill] and [Technique].

Education

Associate of Arts - Business Administration And Management

Strayer University
Morrow, GA
06.2024

Skills

  • Performance Tracking
  • Problem-solving abilities
  • Upselling techniques
  • Task prioritization
  • Microsoft Office proficiency
  • Travel industry knowledge
  • Organizational skills
  • Telephone etiquette
  • Conflict resolution
  • Effective communication
  • Customer service excellence
  • Analytical thinking
  • Data entry accuracy
  • Customer relationship management
  • Process improvement
  • Transportation Information
  • Travel Bookings
  • Hotel Accomodations
  • Telephone Reservations
  • Data Entry
  • Detail Oriented
  • Problem-Solving
  • Team Leadership
  • Staff Training
  • Cruise Sales
  • Microsoft Office
  • Itinerary Planning
  • Fraud Detection Techniques
  • Evidence Gathering
  • Legal Knowledge
  • Risk Assessment
  • Anti-Money Laundering
  • Time Management
  • Analytical Thinking
  • Attention to Detail
  • Decision Making
  • Auditing Procedures
  • Rule Enforcement
  • Coaching and Mentoring
  • Team building
  • Active listening
  • Influencing others
  • Strategic thinking
  • Public speaking
  • Visionary leadership

Timeline

Reservations

Hotel Planner
05.2022 - Current

Unemployment Fraud Analyst - Supervisor

Vdart
06.2021 - Current

IOS Technician

Concentrix
01.2018 - 09.2018

Roadside Assistance Agent

Arise Virtual Solutions Inc.
12.2014 - 08.2015

Disney Dining

Arise Virtual Solutions Inc.
11.2014 - 08.2021

Stocker/Receiver

Lowe's
03.2014 - 10.2014

Associate of Arts - Business Administration And Management

Strayer University

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Daniqua Covington