Heather Adkins
General Manager
Cameron,NC
Summary
Organized as a move coordinator experienced in coordinating workflow and delegating tasks. Works with upper management to resolve issues and advocates for employee needs. Promotes workplace safety through stringent enforcement of OSHA requirements. Hardworking and reliable Move Coordinator with strong ability in multi tasking. Offering professional and caring service to overly stressed clients. Highly organized, proactive and punctual with team-oriented mentality.
Overview
19
19
years of professional experience
Work History
Move Coordinator
Shoreview North American
Manassas, VA
05.2021 - Current
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Developed strong customer relationships to encourage repeat business.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Consulted with customers to resolve service and billing issues.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Upheld quality control policies and procedures to increase customer satisfaction.
Insurance Agent
Potomac Wall Agency
Quantico, VA
02.2016 - 05.2021
- Responded to customer inquiries and problems to promote great service.
- Explained different options to prospective clients, encouraging sale of insurance policies that best fit needs.
- Analyzed customer needs and provided best options, upselling products and services.
- Engaged customers and provided high level of service by carefully explaining details about documents.
- Researched insurance plans to find good options for clients' needs.
- Conducted meetings or phone calls with potential clients to present insurance policies and answer questions.
- Conducted telephone appointments with prospective clients to build rapport and sell insurance services.
- Serviced existing portfolios, assisting members with coverage questions and accurately processing policy endorsements.
- Explained coverage options to potential policyholders, answering questions or concerns.
- Contacted underwriters and submitted forms to obtain binder coverage.
- Developed appropriate quotes based on risk information.
Hotel Manager
Sleep Inn Hotel
Dumfried, VA
02.2010 - 02.2016
- Handled guest complaints and offered complimentary services for hardship cases.
- Inspected hotel rooms and public spaces to determine cleanliness and need for room updates.
- Administered new hire paperwork and maintained employee files.
- Coordinated weekly staff schedule to accommodate ongoing and seasonal needs of hotel.
- Mentored new employees, demonstrating best methods for servicing clients and guests.
- Managed labor and property expenses to achieve maximum flow-thru to bottom line.
- Managed budget and expenditures, supplies and renovations and drove operations to meet sales and profit margins.
- Evaluated current and planned occupancy levels, seasonal trends and upcoming special events to determine room pricing and availability
- Made recommendations for salary and wage increases based on performance reviews.
- Optimized room rates to gain maximum occupancy figures, improving revenue growth and increasing market share.
- Negotiated rates with corporate entities related to extended stay contracts.
- Established successful employee turnover and retention strategies to improve culture and boost employee experience and business outcomes.
- Managed team of front desk agents, supervising personnel in issue resolution.
- Solicited feedback through questionnaires to evaluate levels of guest satisfaction.
- Responded to and resolved guest issues or complaints.
- Delegated work to staff, setting priorities and goals.
- Oversaw recruiting, interviews and new employee hiring.
- Assisted guests at check-in, providing information on various services within hotel.
- Advised housekeeping staff of rooms vacated and ready for cleaning.
- Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
Bank Teller
Burke & Herbert Bank
Alexandria, VA
06.2005 - 05.2011
- Cashed customer checks, verified identification and checked account balances in accordance with bank policy.
- Served large number of customers during high volume shifts and remained composed and professional in stressful situations.
- Welcomed customers and offered pleasant service during entire transaction.
- Reconciled cash and checks against computer records at end of shift.
- Responded and assisted customers with account inquiries and updates.
- Entered transactions into computer and issued customer receipts.
- Adhered to strict guidelines regarding financial and customer data to avoid breaches and information misuse.
- Identified and reported suspicious behavior to security personnel as appropriate.
- Increased knowledge of banking products and services by actively participating in available training classes and workshops offered to employees.
- Took on additional shifts during busy periods to minimize staffing shortages.
- Delivered exceptional service to customers in person or over telephone.
- Counted drawers and reconciled remaining cash to accost for deposits and dispersals.
Education
Hotel Management - Hotel, Motel, And Restaurant Management
Penn Foster Career School
Phoenix, AZ05.2003
Business Education - Business Management
Lawrence County Academy
Chesapeake, OH05.1993
Skills
- Assignment Delegation
- Laborer Oversight
- Time and Wage Tracking
- Personnel Management
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
- Supervised team of 15 staff members.
- Achieved highest hotel sales through effectively helping with group bookings and tour groups.
Work Preference
Work Type
Full TimePart TimeWork Location
RemoteOn-SiteHybridQuote
FAIL TO PLAN, PLAN TO FAIL
HEATHER ADKINS
Timeline
Move Coordinator
Shoreview North American
05.2021 - Current
Insurance Agent
Potomac Wall Agency
02.2016 - 05.2021
Hotel Manager
Sleep Inn Hotel
02.2010 - 02.2016
Bank Teller
Burke & Herbert Bank
06.2005 - 05.2011
Hotel Management - Hotel, Motel, And Restaurant Management
Penn Foster Career School
Business Education - Business Management
Lawrence County Academy
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