Elona Kola
Saint Petersburg,Florida
Summary
Attentive, organized, and able to prioritize tasks for optimum efficiency. Strong leadership and teamwork abilities. Managed customer experiences with a close eye on customer and team member interactions, touchpoints, and methods of engagement. Maintained optimal employee coverage for business needs with well-prepared team schedules. Managed special events with practiced eye for important details such as vendor schedules and expected demand. Improved business operations by tracking trends and adjusting business strategies to better align with needs.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Hotel Receptionist/ Front Desk Supervisor - Ponce De Leon Hotel
Bakrac Inc
03.2020 - Current
- Managed group rezervations effectively,providing smooth check-in experiences for large parties or corporate events.
- Trained new employees on front desk operations, ensuring they were well-prepared for their roles and responsibilities.
- Using suggestive selling techniques to sell rooms, increase occupancy and revenue
- Improved stays and served customers by going above-and-beyond to offer support for all needs
- Building strong relationships and liaise with other departments, housekeeping, maintenance etc
- Cross-checking all billing instructions are correctly updated controls cash transactions at the front desk / Responding to emails, reviews and doing reconciliations with Booking.com and Expedia account
- Enhanced guest satisfaction by efficiently managing front desk operations and addressing customer inquiries promptly.
- Coordinated with room service, housekeeping, maintenance, and security to meet all guest needs.
General Manager- Mansion House Inn
Backrac inc
02.2018 - 03.2020
- Developed and implemented strategies to increase sales and profitability.
- Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Directed comprehensive sales efforts to exceed revenue targets consistently while maintaining customer satisfaction levels.
- Streamlined inventory management processes, minimizing waste and ensuring optimal stock levels for uninterrupted operations.
Receptionist Assistant
Geor Salon
04.2016 - 07.2017
- Developed artistic nail designs based on customers' preferences and personal creative talents
- Helped keep spa operating smoothly and with optimal orderliness, cleanliness, and teamwork
- Satisfied customers by consistently keeping to appointment times using good multitasking and time management abilities
- Promoted customer loyalty with mention of additional services and discounts
Receptionist
'Miri' Driving school
01.2014 - 08.2016
- Ordered, received, and replenished office supply inventory and managed office-wide requisitions
- Delivered exceptional customer service by offering requested information and independently resolving issues
- Coordinated master calendar, including scheduling appointments, meetings and events for staff
- Operated telephone switchboard to answer, screen, and forward calls, providing information, taking messages, and scheduling appointments
- Monitored lobby access and completed opening and closing duties
Call Center Representative
APA Communication
02.2013 - 12.2013
- Accommodated callers with special needs such as language interpretation and call escalation to specific departments
- Delivered accurate organizational information, including products, services, and procedures
- Partnered with numerous customers to handle caller needs, including service issues, new sales, and account problems
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
Marketing Promoter
Universiteti Amerikan i Tiranes
09.2009 - 06.2012
- Helped the university determine market position based on currently available data
- Researched consumer opinions and marketing strategies in collaboration with statisticians, pollsters and marketing team members
- Worked effectively with diverse team to accomplish daily objectives and meet long-term goals
- Travel with the team members in different high schools to promote the university, updated office files daily and kept records organized
- Developed creative visual materials, including posters and displays, to capture audience attention at promotional events.
- Trained new promoters on company products and messaging in order to maintain a consistent brand image across all marketing efforts.
- Exceeded sales targets through targeted marketing efforts, focused on maximizing customer conversions from initial interest to purchase completion.
- Initiated creative contests or giveaways on social media platforms to increase follower engagement and brand visibility online.
Education
Online courses - Early Childhood Development, Exel for Everyone: Core Foundations, Became a Virtual Assistant, Costumer Service Skills
01.2023
3 Years Collage - Psychology
Universiteti Amerikan I Tiranes
01.2012
High School -
01.2005
Skills
- Typing
- Word
- Excel
- Good communication skills
- Organization
- Efficiency
- Marketing Promoter
Coursework
- Early Childhood Development, Harvard X, 10/01/20
- Excel for Everyone: Core Foundations, 01/01/22
- Became a Virtual Assistant, 01/01/23
- Customer Service Skills, 01/01/23
Accomplishments
- Developed programs that encouraged front office team members to provide exceptional service, which resulted in higher online ratings on TripAdvisor.
- Supervised team of 10 staff members.
Certification
" Exel for Everyone Foundations" " Became a Virtual Assistant" " Costumer Service Skills"
Languages
English
Full Professional
Spanish
Professional Working
Albanian
Native or Bilingual
Timeline
Hotel Receptionist/ Front Desk Supervisor - Ponce De Leon Hotel
Bakrac Inc
03.2020 - Current
General Manager- Mansion House Inn
Backrac inc
02.2018 - 03.2020
Receptionist Assistant
Geor Salon
04.2016 - 07.2017
Receptionist
'Miri' Driving school
01.2014 - 08.2016
Call Center Representative
APA Communication
02.2013 - 12.2013
Marketing Promoter
Universiteti Amerikan i Tiranes
09.2009 - 06.2012
High School -
" Exel for Everyone Foundations" " Became a Virtual Assistant" " Costumer Service Skills"
Online courses - Early Childhood Development, Exel for Everyone: Core Foundations, Became a Virtual Assistant, Costumer Service Skills
3 Years Collage - Psychology
Universiteti Amerikan I Tiranes
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