Emmanuel Lloyd
Huntsville,AL
Summary
Professional with experience in hospitality and finance, prepared for this role. Strong focus on team collaboration and achieving results. Reliable in adapting to changing needs. Skilled in financial reporting, guest services, and problem-solving. Known for integrity, accuracy, and effective communication.
Overview
22
22
years of professional experience
Work History
Night Auditor
Residence Inn Marriott
03.2022 - Current
- Managed nightly financial audits to ensure accuracy and compliance with hotel policies.
- Reconciled daily transactions, balancing guest accounts and cash registers efficiently.
- Assisted in training new staff on front desk procedures and software usage.
- Generated detailed reports for management, highlighting revenue trends and discrepancies.
- Provided exceptional guest service, addressing inquiries and resolving issues promptly.
- Collaborated with management to develop strategies for optimizing occupancy rates overnight.
Customer Service Representative
Verizon Wireless
06.2022 - 11.2023
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Resolved customer inquiries through multiple channels, ensuring prompt and accurate responses.
- Promoted product offerings, successfully upselling to enhance customer satisfaction.
- Boosted sales revenue by identifying customer needs and recommending appropriate products or services.
Customer Service Representative
Comcast
01.2011 - 12.2021
- Assisted in training new team members on customer service protocols and systems.
- Maintained detailed records of customer interactions to enhance service quality and accountability.
- Conducted follow-up communications with customers to ensure satisfaction post-service interaction.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Implemented upselling techniques to increase average transaction value and drive additional revenue growth.
Operations Manager
Courtyard by Marriott
04.2003 - 09.2010
- Lead cross-functional teams to enhance operational efficiency and streamline processes.
- Drive process improvements through data analysis and performance metrics evaluation.
- Oversee daily operations, ensuring adherence to company policies and quality standards.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
Education
Alabama A&M University
Normal, ALSkills
- Customer service
- Teamwork and collaboration
- Time management
- Problem-solving skills
Timeline
Customer Service Representative
Verizon Wireless
06.2022 - 11.2023
Night Auditor
Residence Inn Marriott
03.2022 - Current
Customer Service Representative
Comcast
01.2011 - 12.2021
Operations Manager
Courtyard by Marriott
04.2003 - 09.2010
Alabama A&M University
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