Open To Work
Donna Ferguson
Philadelphia,USA
Work Preference
Summary
Results-oriented manager specializing in hospitality with 10+ years of experience in customer service and event coordination. Skilled in conflict resolution, guest relations, and ensuring seamless operational processes to enhance overall satisfaction.
Overview
16
16
years of professional experience
Work History
Customer Service Representative
INSPIRITEC
Philadelphia, Pennsylvania
02.2023 - 10.2025
- Assisted beneficiaries with Medicare repayment inquiries while ensuring HIPAA compliance during calls.
- Clarified received correspondence for callers, outlining follow-up steps and deadlines for document submission.
- Verified submitted LOA and POA documents, ensuring proper attachment to CWF records for beneficiaries.
- Provided essential US Treasury contact details and resent requested correspondence promptly.
- Utilized NASA guidelines to authenticate caller identities while assisting military personnel with service records inquiries.
- Guided callers through IT-related issues, facilitating account access and equipment setups.
- Recorded detailed notes on calls to facilitate Tier 2 IT support referrals.
- Supported intern onboarding processes through effective setup of access accounts and devices.
Front Desk Agent/Special Events Coordinator
MC Clure Hotel
Wheeling, West Virginia
11.2017 - 02.2022
- Welcomed guests, delivering exceptional customer service at front desk.
- Managed guest check-in and check-out processes with accuracy and efficiency.
- Managed reservations with hotel property management system, ensuring accurate bookings and guest satisfaction.
- Coordinated logistics for large party reservations, delivering seamless experiences that enhanced guest satisfaction.
- Arranged outside venue reservations and tour setups to enhance guest experiences.
- Responded promptly to room requests and inquiries through various communication channels.
- Processed payments and maintained accurate cash handling procedures, contributing to financial accuracy and guest trust.
- Maintained composure under pressure, identifying and implementing effective solutions.
Housekeeping Supervisor
Wheeling Island Hotel Casino Racetrack
Wheeling, W.V.
08.2009 - 10.2017
- Supervised daily cleaning operations, ensuring high standards of cleanliness and guest satisfaction.
- Conducted regular inspections of all guest rooms, hallways, lobbies, restrooms, elevators, stairwells, laundry facilities and other common areas.
- Maintained detailed records of room assignments and special guest requests to enhance service delivery.
- Prepared work schedules for associates to promote proper staffing levels.
- Oversaw guest check-in and check-out processes, streamlining operations for improved guest experiences.
- Collaborated with other departments to ensure seamless service.
Education
GED
Philadelphia, PASkills
- Reservations
- Reservation systems
- Cash handling procedures
- POS systems
- Guest services
- Guest experience management
- Room assignments
- Communication
- Document organization
- Microsoft office
- Call validation
- Conflict resolution
- Hospitality trends
- HIPAA compliance
- Customer loyalty
Volunteer Experience
I'm a Mentor and Motivational Speaker. In my spare time I volunteer at Youth groups, Homeless Shelters,and many other organizations to help aid people in their journey of healing past traumas and addictions so that they can lead healthy happy lives.
Accomplishments
- Upon Request
Timeline
Customer Service Representative
INSPIRITEC
02.2023 - 10.2025
Front Desk Agent/Special Events Coordinator
MC Clure Hotel
11.2017 - 02.2022
Housekeeping Supervisor
Wheeling Island Hotel Casino Racetrack
08.2009 - 10.2017
GED