Summary
Overview
Work History
Education
Skills
References
Certification
Timeline
Generic

Demetria Gilmore

Gibsonton,Florida

Summary

Organized and motivated employee eager to apply time management and organizational skills in various environments. Seeking entry-level opportunities to expand skills while facilitating company growth.

Overview

25
25
years of professional experience
1
1
Certification

Work History

Customer Care Representative

GGS Unlimited
Tampa, FL
04.2022 - Current
  • Answered customer inquiries over the phone and via email.
  • Provided accurate, valid, and complete information to customers.
  • Resolved customer complaints promptly and professionally.
  • Built sustainable relationships of trust through open communication with customers.
  • Maintained a detailed record of all customer interactions, transactions, comments, and complaints.
  • Assisted customers in navigating through website features and functions to locate desired information or products.
  • Ensured compliance with company policies regarding privacy laws and data protection regulations.
  • Processed orders accurately and efficiently according to established procedures.
  • Performed administrative duties such as filing paperwork, maintaining records, updating databases.
  • Analyzed trends in call volume data in order to anticipate peak periods and adjust staffing accordingly.
  • Adhered strictly to confidentiality guidelines when dealing with sensitive customer information.
  • Utilized problem-solving techniques such as root cause analysis to identify recurring issues that could be addressed proactively.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • De-escalated customer issues with proven conflict mediation and problem-solving abilities.
  • Interacted with customers to provide and process information in response to inquiries, concerns and requests about services and products.
  • Kept customer and system account information accurate and current to support timely resolutions for concerns.
  • Maintained high satisfaction score by consistently resolving first-call issues.
  • Delivered customer support to high call load each shift.

Sales Manager

Hilton Garden Inn
Riverview, Florida
01.2021 - 03.2023
  • Managed daily sales department operations and supervised staff members.
  • Trained, coached, and mentored junior sales personnel to ensure success in their roles.
  • Provided technical support for customers when needed, answering questions about product features and capabilities.
  • Organized trade shows and other events as a means of increasing visibility in the marketplace.
  • Participated in negotiations with vendors regarding product purchases or contracts.
  • Negotiated contracts with suppliers to achieve cost savings without compromising quality standards.
  • Assisted senior management in developing long-term strategic goals for the company's growth.
  • Maintained accurate records of all transactions between customers and company representatives.
  • Tracked monthly sales to generate reports for business development planning.
  • Analyzed data to identify trends in customer behavior and develop plans accordingly.

Assistant General Manager

Hilton Garden Inn
Tampa, Florida
01.2018 - 12.2020
  • Consistently achieved exceptional customer service standards.
  • Developed and implemented effective strategies to maximize sales and profits.
  • Monitored inventory levels and placed orders for new stock as needed.
  • Conducted regular performance evaluations for employees to ensure quality standards were maintained.
  • Analyzed financial data and prepared reports for senior management.
  • Resolved customer complaints promptly, demonstrating a professional and courteous approach.
  • Provided training and support, ensuring staff members follow correct procedures and adhere to policies
  • Implemented safety protocols to protect both customers and employees from potential hazards.
  • Maintained accurate records of employee attendance, payroll information, sales figures.
  • Prepared weekly schedules for staff members based on their availability.
  • Performed administrative tasks such as filing paperwork, preparing documents.
  • Motivated and led team members to work together to achieve targets.
  • Managed and mentored staff to carry out operational directives with high productivity and accuracy.
  • Disciplined and maintained staff to deliver hospitable, professional service reflecting business initiatives.
  • Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
  • Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.

Front Office Manager

Hilton Garden Inn
Tampa, Florida
07.2012 - 12.2017
  • Responsible for managing the daily operations of the front office, including greeting guests, answering phone calls and emails.
  • Provided leadership to ensure that all Front Office team members are delivering excellent customer service.
  • Ensured compliance with hotel policies and procedures as well as local, state and federal regulations.
  • Coordinated with other departments to ensure smooth running of the entire hotel operation.
  • Developed and implemented strategies to maximize guest satisfaction and optimize operational efficiency.
  • Assisted in recruiting, training, evaluating and developing staff members in order to maintain high standards of performance.
  • Monitored front desk operations on a regular basis to identify areas for improvement or corrective action.
  • Maintained accurate records of financial transactions such as cashiering activities, credit card charges.
  • Managed inventory levels for supplies used at the front desk such as stationary items, key cards.
  • Resolved customer complaints promptly and efficiently while maintaining a professional demeanor at all times.
  • Ensured proper maintenance of check-in and check-out log books, reservation logs and other related documents.
  • Analyzed daily reports such as occupancy rate report, revenue report, prepared by subordinates.
  • Conducted regular meetings with staff members to discuss new initiatives or changes in existing processes.
  • Supervised the preparation of guest bills and invoices ensuring accuracy before issuing them to guests.

Guest Service Agent

Hilton Garden Inn
05.2005 - 05.2012
  • Greeted guests with a friendly and welcoming attitude.
  • Answered inquiries about hotel services, facilities and local attractions.
  • Registered guests into the computer system accurately and efficiently.
  • Processed guest payments quickly and efficiently.
  • Provided information regarding room availability and rates to potential customers.
  • Assisted in resolving customer complaints in a courteous and professional manner.
  • Responded to telephone calls from guests promptly and courteously.
  • Maintained an up-to-date knowledge of all hotel services, amenities, promotions, packages and special events.
  • Performed check-in, check-out procedures for arriving, departing guests according to established standards.
  • Verified accuracy of billing statements before presenting them to guests for payment processing.
  • Handled cash transactions accurately while adhering to established accounting practices.
  • Made sure that all safety regulations were followed at all times.
  • Updated daily records such as occupancy reports, registration cards.
  • Managed group bookings efficiently with prompt response time.
  • Scheduled reservations for groups such as meetings, conferences or weddings.
  • Adhered strictly to company policies and procedures while performing job duties.

Customer Service Representative

03.1999 - 05.2005
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Gathered customer feedback through surveys and used the data to improve customer service.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Performed administrative tasks such as filing paperwork, updating databases and generating reports.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Answered inbound calls, chats and emails to facilitate customer service.

Education

Professional Claims Adjustor - Claims Adjustor

Central Florida Insurance School
Clearwater, FL
07-2023

Skills

  • Clear Communication Skills
  • Guest Satisfaction Specialist
  • Diligent
  • Efficient
  • Patience
  • Empathy
  • Proficient in Word
  • Excel and PowerPoint
  • Email Communications
  • Spread Sheets
  • Multi-Screen User
  • Types 35wpm
  • Data Entry
  • Appointment Scheduling
  • Email correspondence
  • Documentation And Reporting
  • Problem Resolution
  • Complaint Handling
  • Senior leadership support
  • Order Processing
  • Inbound Customer Service
  • Customer Relations
  • Conflict Mediation
  • Account Management
  • Regulatory Compliance
  • Quality Control
  • Call Documentation
  • Professionalism
  • Time management abilities
  • Professional phone voice
  • Business development understanding
  • Problem-solving aptitude
  • Billing Adjustments and Refunds
  • Active Listening
  • Account Updates
  • Calm Under Pressure
  • Decision-Making

References

Available upon request

Certification

Professional Claims Adjustor

Completed July 2023

Timeline

Customer Care Representative

GGS Unlimited
04.2022 - Current

Sales Manager

Hilton Garden Inn
01.2021 - 03.2023

Assistant General Manager

Hilton Garden Inn
01.2018 - 12.2020

Front Office Manager

Hilton Garden Inn
07.2012 - 12.2017

Guest Service Agent

Hilton Garden Inn
05.2005 - 05.2012

Customer Service Representative

03.1999 - 05.2005

Professional Claims Adjustor - Claims Adjustor

Central Florida Insurance School

Professional Claims Adjustor

Completed July 2023

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Demetria Gilmore