Summary
Overview
Work History
Education
Skills
Timeline
Generic

Dedra Quick

Washington

Summary

Developed strong communication and problem-solving abilities in fast-paced service environment. Proven track record of managing and resolving customer inquiries efficiently and effectively. Seeking to transition into new field where these skills can be leveraged to enhance team performance and customer satisfaction.

Overview

15
15
years of professional experience

Work History

Lead Concierge

Planned Companies
05.2024 - Current
  • Maintained detailed guest profiles to provide personalized recommendations for return visitors based on previous preferences noted during prior stays.
  • Conducted thorough research on local attractions and events to maintain an up-to-date knowledge base for assisting guests with inquiries.
  • Assisted with the development and implementation of standard operating procedures for the concierge department, ensuring consistent service delivery across all team members.
  • Enhanced guest satisfaction by providing personalized concierge services and addressing individual needs.
  • Mentored junior concierge team members, fostering a supportive work environment conducive to professional growth.
  • Offered friendly and efficient service to customers, handled challenging situations with ease.
  • Addressed customer inquiries with timely and professional responses via phone, email and in-person interactions.
  • Managed daily operations of concierge desk and monitored staff performance to proactively address inefficiencies.
  • Greeted guests upon arrival and offered directions to key amenities to cultivate quality hotel experiences.
  • Handled customer complaints to satisfy and retain guests.
  • Created welcoming and comfortable environment for guests.
  • Maintained high level of professionalism and discretion when dealing with guests.
  • Greeted guests upon arrival by providing warm welcome.
  • Responded to guest inquiries to maximize guest satisfaction.
  • Managed check-in and check-out procedures for guests.

Security Guard

Contemporary Services Corporation
06.2018 - Current
  • Monitored and authorized entrance and departure of patrons
  • Provided escorts for Patrons, when appropriate
  • Followed all security and safety regulations
  • Patrolled interior and exterior locations to detect signs of intrusion and deter unauthorized entrance
  • Skillfully operated hand-held devices and scanning machinery to complete thorough checks
  • Patrolled the premises to identify and quickly respond to suspicious individuals or activities
  • Circulated among employees, visitors, and patrons to protect property and preserve order
  • Maintained approved visitor lists for secured locations to prevent theft or unauthorized ingress
  • Monitored electronic camera and surveillance systems to remotely protect properties
  • Authorized entrance of approved personnel to secured areas and buildings

Customer Service Representative

The Bowen Group
05.2022 - 06.2023
  • Shared insights with management regarding member inquiries, concerns and complaints
  • Relayed new and relevant information to customers and followed up on promises
  • De-escalated customer complaints using specialized communication techniques
  • Documented detailed notes in CRM system to track customer interactions
  • Navigated multiple systems to identify source of issue
  • Addressed customer concerns and complaints and resolved issues promptly
  • Researched assistance requested and offered accurate information to resolve issues and respond to inquiries
  • Answered inbound calls to greet and assist customers with various needs and questions
  • Resolved customer inquiries, complaints and issues providing insightful solutions
  • Generated reports, correspondence and documentation for internal and customer use
  • Routed inquiries or escalated calls outside area of expertise to appropriate department or employee
  • Handled escalated callers to reach positive outcomes
  • Provided solutions, recommendations and replacements with empathy and positive feedback
  • Communicated with clients over phone, email and chat platforms
  • Returned customer calls and responded to inquiries and complaints

Call Center Representative

TDB Communications
03.2021 - 09.2021
  • Answering incoming calls
  • Phone presentation with the ability to effectively deliver information and respond to questions of a varying nature
  • Excellent communication and interpersonal skills
  • Data entry skills
  • Strong analytical and problem-solving skills
  • Ability to multi-task, set priorities, and manage time effectively
  • Professional and courteous demeanor and ability to collaborate with a team
  • Entered and updated customer data to create and modify account information
  • Navigated between multiple systems to find relevant information necessary for assigned tasks
  • Recognized caller needs and recommended viable solutions
  • Recorded customer interactions using company's Customer Relationship Management (CRM) system

Catering Assistant

Dickey's BBQ Pit
06.2015 - 11.2017
  • Assisted with planning catering options for private, public, and corporate events
  • Oversaw catering staff and enforced professional food preparation and presentation standards
  • Washed and chopped vegetables and cut meat to prepare recipe ingredients
  • Scrubbed dishes, sanitized surfaces, and took out trash to maintain clean and orderly kitchen
  • Documented orders, coordinated files, and wrote professional business correspondence to handle administrative needs
  • Portioned out food for dine-in or take-out orders, minimizing food waste and consistently controlling amounts to maintain budgets
  • Inspected prepared products for quality assurance and followed established storage and rotation standards to keep ingredients fresh
  • Created food orders such as salads, sandwiches, and sliced meat and cheese to exact customer specifications
  • Inspected and stored products within required range of temperature and proper storage to preserve food quality and freshness
  • Weighed and measured ingredients to match the recipe's formula and achieve the desired consistency
  • Completed daily opening, closing and shift change tasks to keep the kitchen clean and efficient
  • Cleaned workstations, storage areas, and kitchen equipment to minimize contamination and illness risks
  • Unloaded and broke down deliveries, stocked cases, and rotated cooler products

Mail Handler

USPS
10.2016 - 01.2017
  • Calculated carrier rates, preparing outgoing mail for transport
  • Coordinated flow of finished mail from mailers to loading dock
  • Coordinated the effective and efficient routing of items based on their destinations and the related hubs
  • Loaded and unloaded mail trucks with letter bundles, oversized bags and containers and individual packages weighing in excess of 70 pounds
  • Distributed incoming mail into correct boxes and pigeonholes for smooth delivery to final destinations
  • Sorted oddly-sized mail and problem packages by hand, segregating those requiring further special handling
  • Maintained records and reports documenting incoming and outgoing packages
  • Handled containers weighing as much as [Number] pounds, including boxes, sacks and individual packages
  • Verified each item contained legible address, sufficient postage and proper packaging

Cook

Smashburger
11.2015 - 02.2016
  • Followed established recipes to prepare and cook menu items
  • Complied with portioning requirements to help keep costs low and minimize waste
  • Prepared vegetables, garnishes, and other items in advance to reduce loads during rush periods
  • Maintained and operated grills and deep fryers
  • Cooked items to correct temperatures to minimize risk of food-borne illness
  • Weighed and mixed ingredients to achieve proper ratios in prepared dishes
  • Received orders at counter or from kiosks and conducted transactions with customers
  • Cleaned surfaces regularly to prevent spread of illness or cross-contamination between raw and cooked products
  • Operated kitchen equipment to prepare meal items for guests

Medical Assistant

Dr. Yoon
01.2010 - 07.2010
  • Cleaned, prepared, and maintained examination rooms and treatment areas
  • Assisted physicians and clinicians with examinations, procedures, and vital signs monitoring
  • Provided clinical support for patient care delivery
  • Organized, reviewed, and forwarded incoming test results to care teams
  • Supported front office billing, scheduling, and patient check-ins
  • Communicated with patients and families proactively to gather information on patient's condition
  • Maintained and updated patient information and vital signs in electronic medical records or hospital databases
  • Performed initial response-screening following protocols
  • Engaged with patients, learning about each individual and establishing rapport to encourage personal comfort
  • Performed gamut of tasks, including maintaining files, verifying insurance claims on behalf of patients, and scanning documents
  • Prepared and maintained supplies in exam rooms by ordering, distributing, and managing inventory
  • Answered phone calls and scheduled or followed-up on appointments
  • Prepared specimens for outside lab testing

Education

High School Diploma -

Eastern SHS
06-2008

Skills

  • Data entry
  • Customer service
  • Telephone etiquette
  • Training and mentoring

Timeline

Lead Concierge

Planned Companies
05.2024 - Current

Customer Service Representative

The Bowen Group
05.2022 - 06.2023

Call Center Representative

TDB Communications
03.2021 - 09.2021

Security Guard

Contemporary Services Corporation
06.2018 - Current

Mail Handler

USPS
10.2016 - 01.2017

Cook

Smashburger
11.2015 - 02.2016

Catering Assistant

Dickey's BBQ Pit
06.2015 - 11.2017

Medical Assistant

Dr. Yoon
01.2010 - 07.2010

High School Diploma -

Eastern SHS

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Dedra Quick