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.
Hi, I’m
Daonjha Hayes
Customer Experience Specialist
Norwich,CT
Summary
Overview
7
years of professional experience
1
Certification
4
years of post-secondary education
Work History
Foxwoods Resort And Casino
Front Desk Agent
11.2023 - Current
Job overview
- Collaborated with housekeeping staff to maintain cleanliness standards in the lobby and common areas.
- Assisted guests in making informed decisions on local attractions, dining options, and transportation services.
- Demonstrated adaptability during unexpected challenges such as system outages or emergency situations while maintaining composure under pressure.
- Facilitated smooth guest experiences by coordinating with multiple departments across the property.
99 Restaurant & Pub
Restaurant Server and Hostess
03.2022 - 09.2022
Job overview
- Assisted in event planning and execution for special occasions hosted at the restaurant such as Trivia Nights, ensuring memorable experiences for guests.
- Supported management initiatives aimed at increasing revenue through the implementation of promotions or marketing strategies.
- Elevated the guest experience by anticipating their needs proactively throughout their visit.
- Enhanced customer satisfaction by providing attentive and personalized service during busy shifts.
- Supported the maintenance of inventory levels by monitoring supplies and communicating needs to management.
- Improved table organization by implementing efficient section assignments within the restaurant layout.
- Collaborated with kitchen staff to ensure accurate preparation and prompt delivery of special dietary requests.
Mystic Jet Center
Customer Service Representative
01.2017 - 08.2019
Job overview
- Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Alliance One International
Call Center Representative
10.2016 - 10.2017
Job overview
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Utilized CRM systems effectively to log customer interactions accurately for future reference or follow-up actions.
- Negotiated settlements with debtors while maintaining professionalism and adherence to company policies.
- Reduced overdue accounts by proactively contacting debtors and negotiating payment arrangements.
- Educated customers about repayment options and financial management techniques, empowering them to take control of their debts.
Education
Robert E. Fitch High SchoolGroton, CT
High School Diploma
08.2009 - 06.2013
University Overview
Skills
Registration processing
Safety and security procedures
Front Office Support
Automated telephone systems
Credit and cash payments
Report Generation
Guest Relations
Complaint resolution
Consultative Sales
Data Collection
Product Knowledge
Data Entry
Microsoft Office Suite
Key holder experience
Certification
T.I.P.S. Certified Bartending
Timeline
T.I.P.S. Certified Bartending
02-2024
Front Desk Agent
Foxwoods Resort And Casino
11.2023 - Current
Restaurant Server and Hostess
99 Restaurant & Pub
03.2022 - 09.2022
Customer Service Representative
Mystic Jet Center
01.2017 - 08.2019
Call Center Representative
Alliance One International
10.2016 - 10.2017
Robert E. Fitch High School
High School Diploma
08.2009 - 06.2013