Deirdra Edwards
Gainesville,FL
Summary
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.
Overview
18
18
years of professional experience
Work History
Front Desk Agent
McNeill Hotel Company
03.2023 - Current
- Enhanced guest satisfaction by efficiently managing check-in and check-out processes.
- Streamlined front desk operations for improved efficiency and faster service delivery.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Assisted guests in making informed decisions on local attractions, dining options, and transportation services.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Demonstrated adaptability during unexpected challenges such as system outages or emergency situations while maintaining composure under pressure.
- Mentored new hires on best practices at the front desk ensuring they were properly trained and equipped to excel in their roles.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Responded swiftly to room requests and other inquiries made via establishment website, email, or phone.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Trained new staff members in customer service techniques and hotel operations.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
Staff Specialist
Gainesville Regional Utilities
07.2019 - 02.2023
- Involved in coordinating new hire orientations/recruiting, staff relations
- Ensures records and files are maintained in accordance with State and Federal employment laws
- Provided guidance on employee relations questions or issues
- Worked closely with human resources with recruitment issues and processes
- Scheduled and organized interviews
- Process travel, accounting, payables, contract billing, timekeeping functions
- Provide solutions uniquely suited to individual customers
- Respond to billing inquiries and handle customers' high bill complaints
- Provide data to customers requesting new services
- Provide information about company programs, products and services
- Assist customer with completing change of address record, and canceling services
- Gathered information, reviewed, and complied complex files on sensitive/confidential issues
- Organize and coordinate multiple work and office assignments in a multi-functional work environment.
Case Manager
Westcare
10.2017 - 09.2018
- Assisted with creating and maintaining a diverse population of clients
- Conducted client orientations, completed intake
- Conducted client interviews and psychosocial assessments
- Referred clients to social service programs
- Established treatment plans and client objectives
- Facilitated weekly group therapy session with clients
- Admitted new clients and reviewed their records.
- Enhanced communication between clients and providers through consistent follow-ups and progress updates.
Support Clerk
Enterprise Damage Recovery
12.2013 - 06.2016
- Updated system notes and data fields
- Received incoming calls from renters and third parties
- Reviewed emails and documents from customers and insurance companies
- Directed calls to appropriate departments and insurance companies
- Successfully managed conflict during difficult or emotional situations.
Administrative/Human Resources
Wal-Staff Personnel Services
02.2012 - 12.2013
- Processed and sent out new hire packets
- Reviewed and updated client's insurance
- Processed emails, answered calls
- Processed employment verification, and background checks
- Maintained both hard and digital copies of employee's records
- Processed employees requests and provided relevant information
- Assisted with the recruitment process by identifying candidates, conducting reference checks
- Worked with Community Action Agency programs
- Assured that the company employment, safety, labor relations, personnel, and equal opportunity policies and practices comply with the applicable provisions of federal and state labor laws, including the maintenance of necessary files.
Program Assistant
University of Florida
09.2005 - 05.2010
- Community based research
- Conducted and assisted in all phases of research study
- Set up a series of focus groups and transcribed the data
- Entered and analyzed data from several programs (stata;access)
- Assisted with preparing regulatory reports for National Institute of Health
- Generated and processed data from participants over a 9 month period
- Facilitated and created Medicaid training program for intervention
- Partnered with Florida Workforce to attract a more diverse group of study participants.
Education
Bachelor of Science in Business Administration -
Barry University
Miami, FL10.2012
Associate of Arts -
Santa Fe College
Gainesville, FL01.2010
Skills
- Registration Processing
- Guest Relations
- Training and Mentoring
- Problem-Solving Skills
- Multitasking
- Front Office Management
- Customer Service Management
Professional Highlights
- Excellent customer service
- Detailed Record Keeping
- Team player
- Self-motivated
- Ability to multitask
- Microsoft Office (Ex. Access, Excel, Outlook, PowerPoint, and Word)
Career Overview
Dedicated professional with a strong Administrative background. Excellent communications skills. Adept multi-tasker and team player. Strong customer service background, and attention to detail. Professional enthusiastic attitude. Ability to work independently and self-motivated
Timeline
Front Desk Agent
McNeill Hotel Company
03.2023 - Current
Staff Specialist
Gainesville Regional Utilities
07.2019 - 02.2023
Case Manager
Westcare
10.2017 - 09.2018
Support Clerk
Enterprise Damage Recovery
12.2013 - 06.2016
Administrative/Human Resources
Wal-Staff Personnel Services
02.2012 - 12.2013
Program Assistant
University of Florida
09.2005 - 05.2010
Bachelor of Science in Business Administration -
Barry University
Associate of Arts -
Santa Fe College
Similar Profiles
Jennifer DriscollJennifer Driscoll
Vice President of Revenue Management at McNeill Hotel CompanyVice President of Revenue Management at McNeill Hotel Company
Melissa McBeanMelissa McBean
Area Director of Sales at McNeill HotelArea Director of Sales at McNeill Hotel
Carrie LarkinCarrie Larkin
ECE Teacher (LBD) at McNeill Elementary SchoolECE Teacher (LBD) at McNeill Elementary School