Daviece Thompson
Staten Island,NY
Summary
- Knowledgeable Dispatcher/ Operator with over 7 years of experience. Great team management and complex problem-solving skills. Resourceful multitasker with proven skills in emergency responses and prioritizing calls.
- Responsible Night Auditor Manager offering expertise in financial administration and hospitality services. Adaptable in handling diverse customer and business issues. Well-organized, reliable and focused on long-term business success.
- Extensive Customer Service skills, brings more than 30 years of customer experience in fast-paced settings. Highly adaptable to addressing diverse customer needs. Proven history of building trust with customers to promote satisfaction, resolve concerns and maintain long-term loyalty.
- Well-qualified candidate with proven success in improving operations and solving problems. Highly proficient in building lasting relationships with key decision makers, customers and team members to further company goals. Ready to leverage training and experience to take on new professional challenges.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Dispatcher/ Operator/First Responder
Statewide Central Station Monitoring
06.2015 - Current
- Monitored dispatch board and adjusted call priorities regularly based on caller needs.
- Communicated with individuals within inbound call center setting to complete dispatch support for emergency and non-emergency calls.
- Recorded complaints and discussed possible solutions with customers to prevent negative word of mouth.
- Responded immediately to emergencies by initiating outbound calls to police agencies and emergency contacts.
- Provided friendly and professional assistance to employees, visitors and customers.
- Monitored building and property entrances and exits to detect intrusions and protect assets.
- Handled emergency phone calls calmly and obtained pertinent information with composed approach.
- Prioritized responses to public emergency and non-emergent calls to promptly dispatch police, fire and EMS while tracking data in real-time.
- Dispatched calls to relevant police, fire or medical response personnel depending on individual call situations.
- Responded to emergency calls routed by automatic distribution system.
- Operated surveillance cameras, monitors and other equipment.
- Reported violations and suspicious behavior, in writing or verbally.
- Improved response times by efficiently prioritizing and dispatching emergency calls.
- Enhanced communication with first responders by maintaining updated contact information and utilizing clear, concise language during dispatches.
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Maintained accurate records of all dispatched calls, improving data tracking for future analysis.
- Provided exceptional customer service to callers, remaining empathetic and patient during emergencies.
- Trained and provided guidance to new team members to apply best practices and comply with protocols and regulations.
Night Audit Manager
Hilton Garden Inn / Hampton Inn
01.2013 - Current
- Conducted audits on internal controls and developed reports on findings.
- Trained, developed and provided performance management initiatives to audit staff.
- Trained staff auditors on ONQ System.
- Analyzed account books for accuracy and efficiency.
- Handled night audit paperwork, verification of daily room occupancy and hotel revenue reviews.
- Assisted hotel guests with check in and out procedures courteously.
- Audited and balanced cash and credit transactions daily and reset register for next day's operations.
- Managed late check-ins and provided information on hotel amenities, including dining establishments, spa hours and room service.
- Documented wake-up requests and set up automatic calls in system.
- Completed nightly updates to hotel rates and individual room charges.
- Checked auditing discrepancies by reconciling cash drop and credit card transactions.
- Coordinated with guest services and concierge team to meet guest needs.
- Directed and trained new staff on procedures, service standards and productivity strategies and provided assistance and mentoring.
- Performed balance procedures for hotel accounts and resolved discrepancies.
- Assisted guests in locating amenities such as casino, gift shop, restaurants, fitness center, pool and spa.
- Updated accounts and logs throughout shift to keep up with all requirements.
- Attended mandatory meetings for hotel staff and brought issues to attention of upper management.
- Assessed checklist on daily basis and planned shift accordingly.
- Applied mathematical skills to calculate totals, check figures, and correct problems with physical and digital files.
- Sent detailed daily bank reports to management, restarting computer system for next days use.
- Improved guest satisfaction by efficiently managing night audit operations and addressing customer concerns promptly.
- Streamlined check-in and check-out processes for faster service, enhancing overall guest experience.
- Ensured accurate financial reporting with thorough end-of-day procedures and reconciliation of all transactions.
- Maintained high levels of security by vigilantly monitoring hotel premises and promptly addressing any safety concerns.
- Optimized staff scheduling to maintain seamless workflow during night shifts, reducing wait times for guests.
- Collaborated with daytime management to ensure smooth handovers, maintaining continuity in hotel operations.
- Trained new team members in night audit procedures, fostering a consistent approach to service standards across the department.
- Conducted routine inspections of public areas and guest rooms, ensuring cleanliness and adherence to brand standards.
- Implemented effective strategies to minimize noise disturbances during nighttime hours, contributing to an improved guest sleep experience.
- Resolved billing discrepancies swiftly and accurately, ensuring timely payments while avoiding potential conflicts with guests.
- Monitored inventory levels for essential supplies, placing orders as needed to ensure uninterrupted hotel services during night hours.
- Reviewed daily reports from various departments to identify operational issues and develop solutions in a timely manner.
- Assisted guests with transportation arrangements or recommendations for local attractions, providing personalized service that exceeded expectations.
- Addressed maintenance issues promptly during nighttime hours, minimizing downtime while maximizing functionality within the establishment.
- Developed high-level knowledge of client business goals, policies and procedures to establish foundation for targeted problem solutions.
Education
Some College (No Degree) - Business Finance
College of Staten Island of The City University of New York
Staten Island, NYComputerized Bookkeeping Certificate - Business Finance
Able Technologies
NYC09.2010
Skills
- Delegating Work
- Delivery Procedures
- Monitoring Field Personnel
- Team Work Scheduling
- Call Center Software
- Critical Thinker
- Data Entry
- Training New Hires
- Night Audit Reports
- Guest Services
- Information Confidentiality
- Balancing Transactions
- Financial Reporting
- Multitasking and Organization
- Problem-Solving
- Teamwork and Collaboration
- Customer Service
- Front Desk Operations
- Verbal and Written Communication
- Clerical Duties
- Decision Making
- Check In and Check Out Procedures
- Phone and Email Etiquette
- Database Management
- Dispatch Coordination
- Customer Relations
- Schedule Management
- Prioritizing Calls
- Dispatching Procedures
- Emergency Response
- Problem Solving
- Active Listening
- Interpersonal Skills
- Attention to Detail
- Computer Proficiency
- Effective Communication
- Incident Reporting
- Telephone Etiquette
- Analytical Skills
- Organizational Skills
- Critical Thinking
Certification
NYC Fire & Life Safety Certification 2023 (FLSD)
Timeline
Dispatcher/ Operator/First Responder
Statewide Central Station Monitoring
06.2015 - Current
Night Audit Manager
Hilton Garden Inn / Hampton Inn
01.2013 - Current
Some College (No Degree) - Business Finance
College of Staten Island of The City University of New York
Computerized Bookkeeping Certificate - Business Finance
Able Technologies
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