Dena Gittens
Windsor,CT
Summary
Proven professional with a track record of enhancing customer satisfaction and streamlining operations. At Sheraton at Bradley, leveraged and utilized detail-oriented nature and exceptional communication skills to resolve guest issues, boosting loyalty and repeat business. Skilled in customer service and problem-solving, Consistently exceed goals, fostering continuous improvement and operational efficiency. 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
3
3
years of professional experience
Work History
Guest Service Representative/Lead Concierge
Sheraton at Bradley
07.2023 - 08.2024
- Assisted guests with reservation modifications, resolving any issues promptly and professionally.
- Handled payment transactions accurately, maintaining proper cash handling procedures at all times.
- Resolved guest complaints diplomatically to maintain a positive property reputation and high customer satisfaction rates.
- Developed strong rapport with returning guests to foster loyalty and repeat business.
- Contributed positively towards creating a welcoming atmosphere by maintaining a clean and organized front desk area at all times.
- Managed guest inquiries via telephone, email, and in-person communication, ensuring accurate information delivery.
- Enhanced guest satisfaction by providing exceptional customer service at the front desk.
Lead Dispatcher
CEVA Logistics Inc.
10.2022 - 04.2024
- Consistently met or exceeded company goals for dispatch efficiency and customer satisfaction through diligent work ethic and focus on continuous improvement.
- Motivated staff to deliver high-level dispatch support while successfully meeting departmental goals.
- Conferred with customers to address questions, problems and requests for service or equipment to allocate dispatch coverage during peak service times and during employee shortages.
- Assisted in updating company policies related to dispatch operations, maintaining compliance with industry standards and regulations.
- Reduced errors in dispatch assignments by prioritizing accuracy and attention to detail in all tasks.
- Tracked and reviewed charts, graphs, schedules and other statistics to to maximize on-time performance, minimize customer wait times and service disruptions.
- Enhanced communication between field personnel and the dispatch team by establishing clear protocols and utilizing effective communication tools.
Office Administrative Assistant
MacLad Building Supplies
06.2021 - 01.2023
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Responded to inquiries from callers seeking information.
- Maintained a clean and welcoming office environment, fostering positive impressions among clients and visitors alike.
- Expedited invoice processing, ensuring accurate recording of financial transactions in the accounting system.
- Ensured timely completion of projects with diligent task prioritization, delegation, and followup.
- Improved customer satisfaction ratings by promptly addressing inquiries via phone, email, or in-person visits.
Education
Associate of Arts -
Three Rivers Community College
Norwich, CTSkills
- Computer Skills
- Detail Oriented
- Issue Resolution
- Financial Transactions
- Flexible Schedule
- Payment Processing
- Data entry proficiency
- Complaint Handling
- Data Entry
- Documentation And Reporting
- Information Protection
- Basic accounting
- Data inputting
- Report Preparation
- Clear Communication
- Multitasking Abilities
- Organizational Skills
- Teamwork and Collaboration
- Marketing
- Office Support
- Written Communication
- Analytical Thinking
- Calendar and Scheduling Software
- Reservation coordination
- Management interaction
- Reliability
- Excellent Communication
- Self Motivation
- Goal Setting
- Professionalism
- Time management abilities
- Continuous Improvement
- Analytical Skills
Languages
Korean
Limited Working
Timeline
Guest Service Representative/Lead Concierge
Sheraton at Bradley
07.2023 - 08.2024
Lead Dispatcher
CEVA Logistics Inc.
10.2022 - 04.2024
Office Administrative Assistant
MacLad Building Supplies
06.2021 - 01.2023
Associate of Arts -
Three Rivers Community College
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