Dounia Rodrigue
Tamarac,FL
Summary
Dynamic professional with a proven track record in hospitality at Hollywood Beach Tower, excelling in staff training and guest relations. Recognized for enhancing operational efficiency and resolving customer complaints effectively. Skilled in shift scheduling and fostering a collaborative work environment, ensuring high levels of employee engagement and satisfaction.
Experienced with customer interactions, effective communication, and problem-solving. Utilizes active listening and empathy to address customer concerns. Track record of maintaining calm and professional demeanor in high-pressure situations.
Results-driven call center professional with solid experience in customer service and communication. Adept at resolving issues efficiently and maintaining high customer satisfaction. Strong focus on team collaboration, adaptability, and achieving targets. Skilled in active listening, problem-solving, and multitasking. Reliable and flexible in meeting changing needs.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Assistant Front Desk Manager
Hollywood Beach Tower
12.2019 - 11.2024
- Monitored front desk staffing hours and scheduled weekly employee shifts.
- Coordinated with other departments to address guest needs promptly, enhancing overall satisfaction levels.
- Implemented new procedures for improved front desk organization, increasing overall efficiency.
- Contributed positively towards a welcoming work environment that encouraged collaboration amongst colleagues.
- Assisted in developing staff schedules, ensuring adequate coverage during peak hours and special events.
- Responded to customer service inquiries, both in-person and by telephone.
Shift Leader
McDonald
03.2023 - 12.2023
- Trained new employees and delegated daily tasks and responsibilities.
- Maintained a clean and safe work environment while ensuring all employees adhered to safety guidelines and protocols.
- Completed cash and credit card transactions accurately using POS software.
- Oversaw daily cash handling procedures, maintaining accurate records and minimizing discrepancies.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Enhanced customer satisfaction through prompt and courteous service, addressing concerns immediately.
- Resolved conflicts between team members in a professional manner, preserving strong working relationships in the process.
Call Center Representative
Nations Benefits
08.2021 - 12.2022
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Streamlined call flow processes for more efficient response times and increased productivity.
- Collaborated with team members to share best practices and improve overall team performance in meeting targets.
- Delivered prompt service to prioritize customer needs.
Call Center Representative
Teleperformance
11.2017 - 10.2019
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
Education
Associate Degree - Criminal Justice
Broward College
Davie, FL05.2022
Diploma - High School
Plantation High School
Plantation 05.2019
Skills
- Hospitality
- Organizational proficiency
- Staff training and development
- Employee appraisals
- Guest relations
- Complaint handling
- Staff training
- Employee hiring
- Record keeping
- Shift scheduling
- Reservation management
Certification
Life and Health Insurance
Languages
English
Native or Bilingual
Haitian Creole
Native or Bilingual
French
Native or Bilingual
Timeline
Shift Leader
McDonald
03.2023 - 12.2023
Call Center Representative
Nations Benefits
08.2021 - 12.2022
Assistant Front Desk Manager
Hollywood Beach Tower
12.2019 - 11.2024
Call Center Representative
Teleperformance
11.2017 - 10.2019
Associate Degree - Criminal Justice
Broward College
Diploma - High School
Plantation High School
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