Summary
Overview
Work History
Education
Skills
Working with seniors, traveling, cooking, camping, love the outdoors, love socializing
Timeline
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Donna Robertson

Donna Robertson

Locust Grove,OKLAHOMA

Summary

Accomplished Department Manager at the Department of Motor Vehicles, renowned for elevating customer satisfaction through exceptional service and problem-solving skills. Expert in fostering team productivity and morale, significantly enhancing guest experiences. Skilled in cash handling and customer service, achieving notable improvements in efficiency and loyalty.

Overview

25
25
years of professional experience

Work History

Front Desk Agent

Hard Rock Hotel and Casino
08.2023 - 05.2024
  • Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
  • Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
  • Collected room deposits, fees, and payments.
  • Resolved guest issues promptly, resulting in positive feedback and return visits.
  • Took reservations over phone, in person, and via computer for guests and provided confirmation information.
  • Welcomed each new arrival pleasantly and confirmed reservations and identification.
  • Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
  • Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
  • Increased customer loyalty with exceptional communication skills and personalized service.
  • Answered customer telephone calls promptly and appropriately handled needs.
  • Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
  • Assisted guests in making informed decisions on local attractions, dining options, and transportation services.
  • Maintained high levels of guest privacy by securely managing personal information.

Department Manager

Department of Motor Vehicles
03.2012 - 12.2017
  • Oversaw inventory management processes, maintaining optimal stock levels while minimizing waste and losses due to shrinkage or obsolescence.
  • Collaborated with other departments to ensure seamless coordination in achieving company-wide objectives.
  • Improved customer satisfaction rates through attentive service, prompt issue resolution, and continuous process improvements.
  • Maintained a professional work environment by addressing conflicts proactively and fostering open communication among staff members.
  • Established clear performance expectations for staff members which led to increased accountability.
  • Evaluated employee performance fairly and accurately, rewarding hard work while addressing areas needing improvement.
  • Implemented cross-training initiatives for employees, increasing overall departmental knowledge and versatility.
  • Optimized scheduling practices to ensure adequate staffing during peak business hours without sacrificing employee satisfaction or budgetary constraints.
  • Led a team of professionals to consistently achieve or exceed performance targets.
  • Developed strong relationships with suppliers, securing better deals and ensuring timely deliveries.
  • Managed projects efficiently from inception to completion ensuring timely delivery within budget constraints.
  • Provided ongoing staff development opportunities through training programs, workshops, and regular feedback sessions.
  • Implemented customer feedback mechanisms, leading to significant improvements in product offerings and service quality.
  • Fostered culture of continuous improvement, leading to notable enhancements in staff performance and morale.
  • Championed customer-first approach, significantly enhancing customer experience and loyalty.
  • Coordinated training programs for new employees, significantly reducing learning curve and enhancing productivity.
  • Facilitated team meetings to ensure alignment with organizational goals and to foster open communication.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Established team priorities, maintained schedules and monitored performance.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.

Department Supervisor

Department of Motor Vehicles
04.1999 - 03.2012
  • Maintained stock of items, cleanliness, organization, and provided excellent customer service.
  • Trained new employees on overall company and department-specific policies and procedures.
  • Conducted performance evaluations for employees, providing constructive feedback and identifying opportunities for growth or improvement.
  • Managed team of [Number] employees, delegated tasks and held each employee accountable for completing assignments.
  • Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
  • Fostered a positive working environment by actively engaging in team-building activities, promoting open communication channels, and recognizing individual achievements.
  • Assigned tasks and established work schedules to staff to cover operational needs.
  • Handled cash register, returns, and refunds.
  • Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
  • Achieved consistent on-time completion of projects by effectively delegating tasks and setting clear expectations for team members.
  • Provided ongoing training opportunities to keep staff up-to-date on best practices in their respective roles, resulting in improved overall performance ratings across the board.
  • Wrote out weekly schedules to maintain coverage levels for expected demands.
  • Maintained clean, organized workspaces for optimal functionality and employee safety.
  • Contributed to the development of departmental policies and procedures that increased effectiveness and efficiency across various functions.
  • Facilitated training sessions for new employees, ensuring smooth onboarding process.
  • Examined incoming inventory, merchandised shelves and prevented shrinkage.
  • Effectively allocated tasks during high-traffic times to keep operations running smoothly and employees focused.

Education

High School Diploma -

Anderson High School
Anderson, CA
06-1979

Skills

  • Customer Service
  • Guest Services
  • Problem-solving skills
  • Cash Handling

Working with seniors, traveling, cooking, camping, love the outdoors, love socializing

I'm a very social person. I like going places where I can meet people and learn their stories. I like to be involved and help people. My hobbies are about meeting, helping and making friends.

Timeline

Front Desk Agent

Hard Rock Hotel and Casino
08.2023 - 05.2024

Department Manager

Department of Motor Vehicles
03.2012 - 12.2017

Department Supervisor

Department of Motor Vehicles
04.1999 - 03.2012

High School Diploma -

Anderson High School

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Donna Robertson