Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Emani Burgess

Washington

Summary

Experienced customer support specialist with a track record of success spanning 6 years in diverse industries. Seeking a challenging customer service role with growth potential. Recognized for my ability to effectively calm and assist anxious customers, I consistently deliver exceptional service, leading to strong client retention and loyalty. Proficient in a wide range of software applications, I am a tech-savvy professional ready to contribute to the success of any team.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Reservationist

Guest Services
10.2023 - 01.2024
  • Utilized reservation software proficiently, ensuring quick response times during high call volumes.
  • Enhanced customer satisfaction by efficiently managing reservations and promptly addressing inquiries.
  • Handled challenging situations or dissatisfied customers professionally, resolving issues and retaining business when possible.
  • Proactively communicated potential availability issues or overbooking concerns with management to find solutions before impacting guest experience.
  • Demonstrated excellent multitasking skills while juggling multiple phone lines, emails, and walk-in guests simultaneously during peak periods.
  • Developed strong relationships with clients, leading to repeat bookings and referrals.
  • Assisted front desk operations as needed by checking in guests or providing support during busy times or staff shortages.
  • Ensured data accuracy within the reservation system by regularly updating guest profiles, preferences, and special requests.
  • Worked closely with housekeeping teams to communicate any special requests or accommodations required for incoming guests.
  • Actively participated in staff meetings and training sessions to stay current on industry trends and best practices.
  • Provided exceptional customer service, resulting in positive guest reviews and improved online ratings.

Leasing Consultant

Liberty Group
08.2021 - 10.2023
  • Converting leads into community tours by following up with all prospects and providing helpful, compelling information about the community and neighborhood.
  • Scheduled and provided tours of the property to prospective residents.
  • Evaluated property details, neighborhood highlights, and key facts including rent and availability.
  • Planned special events such as Open Houses, meet-and-greets, and resident retention parties.
  • Arrived at showings 15-20 minutes early to ensure properties are ready to be displayed.

Leasing Consultant

VMG Resources
01.2018 - 08.2019
  • Organized tours of properties for prospective tenants.
  • Maintained daily and weekly leasing reports, and monthly market surveys.
  • Posted specials on social media, such as Facebook, Instagram, and Craigslist.
  • Conducted thorough inspections of unoccupied apartment units to confirm move-in readiness.
  • Ensured all rental practices were in compliance with federal, state, and local laws.
  • Established rapport with prospective tenants and provided personalized service to ensure a positive experience.

Education

Criminal Justice

Strayer University
01.2018

Skills

  • Professionalism and courtesy
  • Software for reservations (ie ServiceNow, Rendezvous, etc)
  • Customer service
  • Phone etiquette
  • Schedule maintenance
  • Receptionist

Certification

Microsoft Office Specialist Word 2013

Timeline

Reservationist

Guest Services
10.2023 - 01.2024

Leasing Consultant

Liberty Group
08.2021 - 10.2023

Leasing Consultant

VMG Resources
01.2018 - 08.2019

Criminal Justice

Strayer University

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Emani Burgess