Diondra Wilson
Atlanta,GA
Summary
Proven leader in customer service and management, excelling at Hilton with initiatives that enhanced safety, efficiency, and staff motivation. Expert in fostering team collaboration and streamlining operations, significantly improving service delivery. Skilled in mentoring and customer satisfaction, adept at driving operational excellence and resolving issues to boost loyalty.
Overview
12
12
years of professional experience
Work History
Executive Housekeeping Manager
Hilton
02.2019 - Current
- Participated in and organized regular safety training initiatives to maintain cleaning staff that was cautious around cleaning supplies and highly professional.
- Maintained excellent relationship with cleaning staff while merging lines of communication with front desk employees to achieve timely execution of cleaning duties.
- Disposed of trash and recyclables each day to avoid waste buildup.
- Motivated cleaning staff with several weekly incentives for maintaining high standards of safety regulations and completing duties quickly.
- Kept building entryway glass clean and polished for professional presentation.
- Streamlined weekly cleaning schedule for Number employees.
- Inspected facility cleaning and maintenance to prevent mistakes and maintain quality service.
- Addressed customer feedback and complaints to maximize satisfaction.
- Implemented daily, weekly and monthly cleaning routines for staff to follow.
- Trained and mentored new staff on cleaning and safety protocols.
- Monitored priorities and liaised between maintenance team and management, delegating tasks to complete on time.
Customer Service Manager
NCO Financial Systems
12.2012 - 11.2018
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Followed through with client requests to resolve problems.
- Created and reviewed invoices to confirm accuracy.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Took ownership of customer issues and followed problems through to resolution.
- Assisted in organizing and overseeing assignments to drive operational excellence.
Education
Associate Of Business Administration -
Bryant And Stratton College
Getzville, NY06.2011
Skills
Customer service
Management
Sales and Service
Timeline
Executive Housekeeping Manager
Hilton
02.2019 - Current
Customer Service Manager
NCO Financial Systems
12.2012 - 11.2018
Associate Of Business Administration -
Bryant And Stratton College
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