Diamond Hancock
Philadelphia,PA
Summary
- Warm and friendly individual helps customers in any situation. Enjoys working closely with team members to deliver positive guest experience. Experience as Front Desk Agent in busy and successful setting.
- 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.
- Friendly candidate with passion for providing excellent customer service and facilitating guest satisfaction. Hardworking and flexible individual takes reservations, assigns rooms and handles payments. Outstanding multitasker with in-depth knowledge of travel planning software.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Collections Agent
TSI - Transworld System, Inc
02.2018 - 07.2021
- Enhanced client relationships by consistently maintaining clear communication and promptly addressing concerns.
- Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
- Collaborated with various departments to ensure accurate billing information and resolve any discrepancies promptly.
- Contributed to a positive team atmosphere by providing support, sharing knowledge, and participating in departmental initiatives.
Online Casino Dealer
Evolution
09.2022 - 01.2024
- Enhanced customer experience by providing exceptional service and maintaining a professional demeanor during casino games.
- Managed high-stress situations calmly, resolving disputes between players when necessary while preserving game flow.
- Promoted responsible gambling practices, recognizing signs of problem gambling and addressing concerns appropriately.
- Dealt appropriate number of cards to each player and verify placed bets before starting game.
Front Desk Agent
Ballys Casino
09.2016 - 02.2019
- Enhanced guest satisfaction by efficiently managing check-in and check-out processes.
- Streamlined front desk operations for improved efficiency and faster service delivery.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Managed room inventory effectively, ensuring optimal occupancy rates and revenue generation.
- Collaborated with housekeeping staff to maintain cleanliness standards in the lobby and common areas.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
CHHA
Med A Quest
05.2018 - 09.2018
- Enhanced patient comfort by providing compassionate and individualized care.
- Assisted patients with daily living activities for improved quality of life.
- Collaborated with healthcare team to develop personalized care plans for each patient.
- Administered medications as prescribed by physicians, promoting proper health management.
Education
Undergraduate in LPN -
Prism Career Institute-Philadelphia
Philadelphia, PA01.2024
High school or equivalent -
Atlantic City High School
06.2014
Skills
- Excellent Customer Service
- Perceptiveness
- Time management
- Interpersonal skills
- Adaptability to change
- Professional demeanor
- Effective communication
- Reliability and punctuality
- Multitasking abilities
- Organizational skills
- Patience and composure
Certification
- HHA
- LPN student
Timeline
Online Casino Dealer
Evolution
09.2022 - 01.2024
CHHA
Med A Quest
05.2018 - 09.2018
Collections Agent
TSI - Transworld System, Inc
02.2018 - 07.2021
Front Desk Agent
Ballys Casino
09.2016 - 02.2019
Undergraduate in LPN -
Prism Career Institute-Philadelphia
High school or equivalent -
Atlantic City High School
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