Davette Thomas
Odessa ,TX
Summary
Experienced customer service professional with a strong background in hospitality, leasing, and escalation support. Skilled in delivering high-quality guest and resident experiences, managing accounts, resolving complex concerns, and upselling services. Recognized for professionalism, accuracy, and the ability to thrive in fast-paced, customer-facing environments.
Overview
15
15
years of professional experience
Work History
Leasing Consultant
Brookview Apartment Homes
03.2024 - Current
- Generated and converted qualified leads into signed leases, consistently exceeding monthly leasing targets
- Delivered high-quality customer service to prospective and current residents, promptly resolving concerns to maintain strong satisfaction and retention
- Conducted engaging property tours, effectively presenting apartment features, amenities, and community benefits to drive leasing decisions
- Clearly explained lease terms, policies, pricing, and procedures to ensure transparency and informed tenant decisions
- Assisted with planning and coordinating resident events and community activities to strengthen tenant engagement and sense of community
- Maintained up-to-date knowledge of local, state, and federal rental laws to ensure full compliance during leasing and documentation processes
- Accurately prepared and processed leasing paperwork while maintaining organized resident records
Guest Service Supervisor-Front Desk
MCM Grande Hotel Fun Dome
06.2015 - 03.2022
- Delivered professional and welcoming guest service during check-in and check-out, accommodating special requests to enhance guest satisfaction
- Answered guest inquiries by phone and in person regarding hotel services, reservations, and local attractions
- Resolved guest concerns and complaints promptly and effectively to ensure a comfortable and positive stay
- Managed room availability, reservations, and assignments while maintaining accurate occupancy records
- Balanced and managed guest accounts, processed payments, and ensured billing accuracy
- Upsold room upgrades and promoted on-site amenities and services to increase revenue
- Generated and analyzed operational and revenue reports, comparing current performance to previous months
- Provided shuttle transportation to and from the airport while maintaining a high standard of guest safety and service
Customer Care Representative
Maximus
10.2010 - 11.2015
- Responded to high-volume inbound customer inquiries in a courteous, professional, and timely manner
- Provided clear, unbiased information regarding applications, eligibility requirements, and program guidelines
- Accurately entered and updated customer data to reflect all interactions and transactions in compliance with company policies
- Assisted customers through enrollment and application processes, ensuring completeness and accuracy
- Handled escalated and time-sensitive cases that exceeded standard policy timeframes, ensuring timely resolution
- De-escalated complex and irate customer situations using calm, empathetic, and solution-focused communication
- Rescheduled interviews and appointments as needed to support customer accessibility and program compliance
- Effectively served culturally and linguistically diverse populations with professionalism, respect, and sensitivity
Education
High School Diploma -
Permian High School
Odessa, TXSkills
Customer Service Excellence
Lease Administration & Documentation
Sales & Lead Conversion
Conflict Resolution & De-escalation
Property Tours & Presentations
Guest & Resident Relations
Account Management & Billing Accuracy
Upselling & Cross-Selling
Policy & Compliance Adherence
Timeline
Leasing Consultant
Brookview Apartment Homes
03.2024 - Current
Guest Service Supervisor-Front Desk
MCM Grande Hotel Fun Dome
06.2015 - 03.2022
Customer Care Representative
Maximus
10.2010 - 11.2015
High School Diploma -
Permian High School