Denise Lewis

• Provided detailed documentation on audit findings, facilitating swift corrective action when necessary.
• Maintained confidentiality, handling sensitive information discreetly throughout all stages of the audit process.
• Ensured compliance with regulatory requirements by performing regular audits and staying up-to-date on industry standards.
• Streamlined audit processes, improving efficiency and reducing time spent on each audit engagement.
• Followed established auditing processes to meet internal and regulatory requirements.
• Mentored junior auditors, sharing knowledge and best practices to foster their professional growth within the team.
• Increased internal control effectiveness through diligent evaluation of processes and providing recommendations for improvement.
• Prepared working papers, reports and supporting documentation for audit findings.

• Ensured accurate financial transactions for guests by meticulously processing night audit tasks.
• Kept accounts in balance and ran daily reports to verify totals.
• Ran daily, weekly and monthly reports to close day and meet objectives.
• Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
• Logged wake-up call requests and set up automatic rings in system.
• Managed reservations accurately, preventing overbooking situations and guaranteeing smooth guest arrivals.
• Performed nightly updates to room charges and rates.
• Assisted in maintaining a clean and welcoming front desk area, enhancing the guest experience.
• Maintained strong relationships with returning guests by providing personalized service and attending to their specific needs during overnight stays.

Managed teams of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.

• Reduced customer complaints, proactively addressing issues and implementing effective solutions.
• Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
• Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
• Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
• Collaborated with upper management to improve customer service processes and support structures company-wide.
• Cultivated a culture of continuous improvement by regularly soliciting feedback from staff members regarding areas where improvements could be made.