Dermyah Lee
Williamsburg ,Va
Summary
Customer-oriented team member with strong background in customer relations and administrative support. Seamlessly providing check-in and check-out processes and assists guests in friendly, courteous manner, Committed to leaving great, lasting impression! With 5 plus years of customer service experience, looking forward to maintaining a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Guest Reception Agent
Bluegreen Vacations
315 York Street
01.2023 - Current
- Managed high call volume, promptly addressing inquiries and resolving issues.
- Developed meaningful relationships with returning clientele, promoting brand loyalty through recognition efforts.
- Enhanced guest satisfaction by providing friendly and efficient check-in and check-out services.
- Coordinated smooth inter-departmental communication by acting as the primary point of contact for any guest-related issues that arose during shifts.
- Monitored inventory levels of office supplies, taking ownership of replenishing stock as needed to maintain an efficient front desk workspace.
- Improved communication between departments by creating a daily briefing document outlining key information about arriving guests and hotel events.
- Trained new team members on best practices in customer service, fostering a culture of hospitality excellence.
- Maintained accurate guest profiles, allowing for tailored experiences during their stay.
- Resolved guest complaints with empathy and professionalism, resulting in increased loyalty and repeat business.
- Implemented new front desk procedures, leading to improved efficiency and decreased wait times during peak hours.
- Stored guest valuables in safe and individual boxes for security.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Promoted a positive work environment by collaborating effectively with colleagues from diverse backgrounds.
- Strengthened relationships with repeat customers through attentive service and recognition of their preferences.
- Increased revenue by upselling additional services such as spa packages or dining options during the reservation process.
- Handled high-pressure situations with professionalism, resolving guest complaints diplomatically and maintaining customer loyalty.
- Ensured smooth operation of telephone systems, managing multiple lines while providing outstanding customer service over the phone.
Sales Associate
Bath&BodyWorks
Williamsburg Va
11.2019 - 06.2022
- Retained product, service and company policy knowledge to serve as resource for both coworkers and customers.
- Answered incoming telephone calls to provide information about products, services, store hours, policies and promotions.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Collaborated with fellow sales team members to achieve group targets, frequently exceeding quotas [30]% or more.
- Trained all new sales employees on effective sales, service and operational strategies to maximize team performance.
- Sold various products by explaining unique features and educating customers on proper application.
- Built and maintained effective relationships with peers and upper management to drive team success toward common sales, service and operational goals.
- Initiated friendly conversation with each customer to determine level of assistance required.
- Welcomed customers, offered to help locate items and suggested merchandise without being intrusive or pushy.
- Managed cash register operations using POS system, including processing sales and returns.
- Restocked shelves, racks and bins with latest merchandise and changed signage to promote special items.
- Promoted brand through event marketing, demonstrations and sales.
- Supported managers with organizing store and showcasing new items in eye-catching displays.
Server
Windsormeade
10.2019 - 07.2020
- Satisfied customers by topping off drinks and anticipating condiments, napkins and other needs.
- Operated POS terminals to input orders, split bills and calculate totals.
- Educated guests on daily specials and appetizers, entrees, desserts and other menu items.
- Greeted customers, answered questions and recommended specials, wine and desserts to increase profits.
- Answered phone inquiries to schedule and confirm reservations, record takeout orders and respond to service questions.
Customer Service Cashier
Regal Entertainment
12.2016 - 03.2019
- Greeted customers and responded to informational requests.
- Handled
customer
complaints
and
concerns promptly, escalating complex issues to direct supervisor for quick resolution. - Operated cash register, collected payments and provided accurate change.
- Learned roles of other departments to provide coverage and keep store operational.
Education
High School Diploma -
Lafayette Highschool
Williamsburg, Va5 2019
Skills
- Inventory control
- Merchandising knowledge
- Problem solving
- Cash register operation
- Customer service
- Reliable and punctual
- Written and oral communication skills
- Listening skills
- Customer- and service-oriented
- Team player mentality
- Outgoing personality
- POS system operation
- Reading comprehension skills
- Strong multitasking
- Customer service focus
- Exceptional communication
- Organizational abilities
- Adaptable mindset
- Sales experience
- Cash handling proficiency
- Stress Tolerance
- Memory retention
- Guest Relations
- Reliable work ethic
- Social Perceptiveness
- Table setting expertise
- Reservation Management
- Professional Attitude
- Multi-tasking skills
- Guest service
- Phone Etiquette
- Concierge services
- Complaint Handling
- Analytical Problem Solving
- Database Management
- Database Maintenance
- Report Preparation
- Report Writing
Accomplishments
- Became a certified Guest reception agent within first 3 months of position
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Achieved data documenting by completing auditing skills with accuracy and efficiency.
Certification
Guest Receptionist agent certification
Timeline
Guest Reception Agent
Bluegreen Vacations
01.2023 - Current
Sales Associate
Bath&BodyWorks
11.2019 - 06.2022
Server
Windsormeade
10.2019 - 07.2020
Customer Service Cashier
Regal Entertainment
12.2016 - 03.2019
High School Diploma -
Lafayette Highschool