Summary
Overview
Work History
Education
Skills
Certification
Interests
Timeline
Generic

Glenda Daugherty

Bolivia,NC

Summary

To benefit and organization that can use a self-motivated and experienced customer relations agent, office manager, administrative assistant or data entry professional with excellent computer skills, and a background in customer service, construction, purchasing and inventory control, quality assurance, manufacturing and data management.

Overview

22
22
years of professional experience
1
1
Certification

Work History

Innkeeper

Marsh Harbour Inn
05.2024 - Current
  • Conducted regular inspections of rooms and common areas, maintaining high standards of cleanliness throughout the property.
  • Ensured compliance with all local regulations and safety standards, maintaining a safe and secure environment for both guests and staff.
  • Handled guest complaints professionally, promptly addressing issues and rectifying situations to ensure satisfaction.
  • Enhanced guest satisfaction by providing personalized services and attending to individual needs.
  • Provided services efficiently and with high level of accuracy.
  • Maintained well-regarded concierge services to provide guests with assistance and convenient information about local attractions.
  • Prepared breakfast for guests

Owner Airbnb

Howells Point, LLC
11.2023 - Current
  • Developed and maintained strong relationships with clients, resulting in repeat business and referrals.
  • Managed financial aspects of the business, including budgeting, financial reporting, and tax preparation.
  • Maintained five-star rating in all categories of Airbnb customer ratings.

Customer Service Team Lead

Timer Warner Cable
05.2003 - 04.2009
  • Supported representatives in navigating difficult interactions with customers, offering guidance on appropriate de-escalation techniques when needed.
  • Coached new team members on service techniques and provided scoring through quality assurance program.
  • Addressed escalated customer concerns promptly, ensuring satisfactory resolutions while preserving long-term relationships.
  • Led regular team meetings to review performance data, discuss best practices, and collaborate on continuous improvement initiatives.
  • Streamlined processes for faster issue resolution, resulting in increased customer loyalty.
  • Improved customer satisfaction by addressing and resolving complex issues in a timely manner.
  • Reduced average handle time through effective communication training and improved knowledge of products/services offered.

Education

Business Administration

Fayetteville Technical Community College
Fayetteville, NC

Brunswick Community College
Bolivia, NC

Skills

  • Staff training and development
  • Networking and relationship building
  • Property maintenance
  • Task delegation
  • Waste reduction strategies
  • Guest relations management
  • Menu planning and design
  • Hospitality expertise
  • Food and beverage operations
  • Guest complaint resolution
  • Outstanding communication skills
  • Quality assurance
  • Telephone etiquette
  • Office and staff streamlining
  • Housekeeping oversight
  • Customer service
  • Attention to detail
  • Problem-solving abilities
  • Multitasking
  • Reliability
  • Computer skills
  • Organizational skills
  • Effective communication

Certification

Various Business Administration courses

Essentials of Management

Customer Service and Phone Etiquette

CQC Certification, US Army Corp of Engineers

Expedition Training Certification, Primavera

Statistical Process Control

Interests

  • Community Cleanup
  • Gardening
  • I enjoy helping others and giving back to the community
  • DIY and Home Improvement
  • I enjoy sketching and drawing, which helps improve my creativity and attention to detail
  • Cooking
  • Outdoor Recreation
  • Volunteering

Timeline

Innkeeper

Marsh Harbour Inn
05.2024 - Current

Owner Airbnb

Howells Point, LLC
11.2023 - Current

Customer Service Team Lead

Timer Warner Cable
05.2003 - 04.2009

Business Administration

Fayetteville Technical Community College

Brunswick Community College

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Glenda Daugherty