Evonese Codner
Antioch,Tennessee
Summary
Motivated Customer Service Specialist with talent for coordinating guest services. Proactive with history of managing multiple tasks in various areas with specialties in conflict resolution, team coordination and customer support. Highly organized, detail-oriented and thrives in fast-paced, intense environment.
Overview
10
10
years of professional experience
Work History
Front Desk Agent
Courtyard Nashville Downtown
Nashville, United States
01.2023 - Current
- Greet, communicate with and welcome guests
- Answer all the customers’ questions and address their complaints
- Answer all incoming calls and redirect them when needed.
Front Desk Supervisor
Courtyard by Marriott at Lake Buena Vista
Lake Buena Vista, United States
05.2021 - 12.2022
- Direct front desk team members to ensure efficient and smooth operations for producing excellent feedback and guest satisfaction
- Supervised daily shift process ensuring all team members adhere to standard operating procedures and are friendly and attentive to guest needs and service
- Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns in a timely fashion.
Customer Service Specialist
Digicel Group
Kingston, Jamaica
10.2019 - 04.2021
- Successfully multitasked while navigating various functions of the companies service management system.
- Engaged with customers through live chat, email and phone with the goal of establishing a relationship and ensuring they feel satisfied with the service they received before ending the interaction.
- Cross-trained new team members, resulting in 17% increase in customer satisfaction ratings from the time i was hired.
- Set attainable daily, weekly and monthly goals for the grievance department.
Customer Service Team Leader
Flow
Kingston , Jamaica
05.2018 - 09.2019
- Maintained a customer service resolution rate of 95% over my tenure with the company.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Participated in ongoing proprietary product trainings and certifications to become more of an asset and advance my knowledge in problem solving, CRM software and customer service.
- Lead team engagement to assist cross-functional departments and achieve goals.
Manager
Codner’s Farm & Garden Supplies
Albert Town, Trelawny
01.2016 - 03.2018
- Responsible for all employee relations including: hiring, on-boarding, training, scheduling, discipline of staff, handling payroll for 10 employees and dismissal
- Developed and implemented policies, activities to increase staff retention and motivation and manage turnover
- Turnover rate was reduced significantly under my management
- Prepared and maintained accurate and up-to-date personnel information
- Setting goals, ensuring the smooth running of daily operations, having daily pre-shift meetings, managing budget, negotiating supplier contracts, made sure that Store equipment met required standards, general building upkeep is completed, ordering supplies/restocking, establish and maintain relationships with distributors; industry influencers
- Build rapport with customers to solicit feedback (via conversations, email, suggestion box and social media) and ensure customer satisfaction
- Developing, implementing and executing strategic marketing plans in line with company objectives
- Customize marketing initiatives to complement seasonal activities
- Develop and implement marketing plans and projects for new and existing products.
Concierge
Travel Smart (Travel Club)
Falmouth, Trelawny
12.2013 - 11.2015
- Interacting with customers, providing them with information to vacation inquiries regarding products and services
- Understanding customer’s needs and providing them with personalized solutions by suggesting activities and facilities provided by the hotel
- Arranging events, excursions and transportation upon request from hotel residents
- Answering the phone, making reservations, taking and distributing messages and redirecting calls.
Education
Bachelor of Business Degree- Marketing -
Excelsior Community College
05.2021
Associate of Business Degree – Business Management -
Knox Community College
05.2018
Obtained eight (8) CSEC subjects -
Westwood High School
05.2013
Skills
- Issue and complaints resolution
- Call documentation
- Working efficiently in a remote setting
- Microsoft Office
- Project Management
- Customer Service
- Microsoft Office
- Google Suite
- Administrative Writing
- Automated Telephone Systems
- Credit Card Handling
- Staff Supervision
Timeline
Front Desk Agent
Courtyard Nashville Downtown
01.2023 - Current
Front Desk Supervisor
Courtyard by Marriott at Lake Buena Vista
05.2021 - 12.2022
Customer Service Specialist
Digicel Group
10.2019 - 04.2021
Customer Service Team Leader
Flow
05.2018 - 09.2019
Manager
Codner’s Farm & Garden Supplies
01.2016 - 03.2018
Concierge
Travel Smart (Travel Club)
12.2013 - 11.2015
Bachelor of Business Degree- Marketing -
Excelsior Community College
Associate of Business Degree – Business Management -
Knox Community College
Obtained eight (8) CSEC subjects -
Westwood High School
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