Heaven Blake
Indianapolis,IN
Summary
Dedicated professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Capable night auditor with knowledge on how to help customers in various situations. Enjoys working closely with peers to provide positive guest experience. Extensive experience as night auditor position in busy and successful resort settings. Helpful professional with drive to provide remarkable guest service. Outgoing personality with dedicated problem-solving and understanding of importance of corporate branding. Excellent team leader consistently achieving and exceeding corporate goals for revenue generation and capacity.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Patient Care Technician
First Horizon Home Health Care LLC
08.2020 - Current
- Followed directions of licensed nurses to administer medications and treatments.
- Assisted nursing staff with completing daily rounds, documenting vital signs and answering calls.
- Monitored vital signs and reported changes to nursing staff, ensuring timely medical interventions when necessary.
- Observed patients under care conditions to help identify symptoms, responses to treatments and progress with goals.
- Responded to patient requests for supplies and personal comfort items such as extra blankets.
- Educated patients on self-care techniques and post-discharge instructions, empowering them to take control of their own health maintenance.
- Provided high-quality personal care to patients, promoting comfort and dignity during their hospital stay.
- Monitored, tracked, and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery.
- Maintained clean and safe environment to promote patient safety and comfort.
Overnight Manager
Best Western Plus Hotel
06.2021 - 05.2022
- Enhanced guest satisfaction by promptly addressing concerns and resolving issues during overnight shifts.
- Streamlined nightly audit procedures for increased efficiency and accuracy in financial reporting.
- Boosted customer loyalty by providing exceptional service, resulting in a consistent increase in return guests.
- Managed reservation inquiries and booking adjustments, ensuring timely room availability for all guests.
- Maintained a secure environment through diligent monitoring of hotel premises and strict adherence to safety protocols.
- Handled emergency situations with professionalism, maintaining guest safety as the top priority.
- Oversaw all front desk operations during nighttime hours, ensuring smooth check-in/check-out processes for guests.
- Managed scheduling and payroll responsibilities for nighttime staff members while adhering to budgetary constraints set by upper management.
Assistant Shift Supervisor
CVS Pharmacy
08.2017 - 02.2020
- Mentored new sales associates to contribute to store's positive culture.
- Assisted with the recruitment process, conducting interviews and providing input on hiring decisions to build a strong team dynamic.
- Effectively allocated tasks during high-traffic times to keep operations running smoothly and employees focused.
- Maintained safe and clean work environment while complying and enforcing procedures and regulations.
- Trained team members in successful strategies to meet operational and sales targets.
- Provided support to the management in projects or initiatives aimed at improving overall company performance.
- Implemented safety protocols to minimize workplace accidents, promoting a safe environment for all employees.
- Observed staff performance, provided detailed instructions and monitored results to meet customer service needs.
Cash Management Manager
Loomis Armored US
10.2018 - 02.2019
- Monitored daily cash positions for accurate decision-making regarding short-term investments or borrowing needs.
- Performed banking, business administration and financial tasks to guarantee five-star service for clients.
- Reviewed historical records, current operational data and forecasting information to identify and capitalize on system enhancement opportunities.
- Improved overall financial reporting by streamlining control processes and reporting structures.
- Complied with established internal controls and policies.
- Utilized financial software to prepare consolidated financial statements.
Overnight Associate
Best Western Hotel
03.2018 - 09.2018
- Streamlined nighttime hotel operations by managing guest check-ins, check-outs, and resolving customer complaints.
- Enhanced revenue accuracy by conducting nightly financial audits and reconciling discrepancies in transactions.
- Maintained high levels of guest satisfaction with prompt and professional responses to inquiries and concerns.
- Ensured accurate record-keeping by reviewing and verifying daily sales reports, cash deposits, and credit card transactions.
- Improved efficiency in night shift tasks by implementing time management strategies for staff assignments and project completion.
- Assisted guests with special requests or accommodations, ensuring a comfortable stay at the hotel.
- Collaborated with daytime staff to communicate relevant information about guest needs, preferences, and reservations for seamless service transitions between shifts.
- Maintained confidentiality of sensitive information by adhering to strict data privacy policies regarding guest records and financial documents.
Assistant Manager
Hibbett Sporting Goods
02.2018 - 06.2018
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Managed senior-level personnel working in marketing and sales capacities.
- Made hiring recommendations to increase company's productivity and profitability with quality workers.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Implemented staff training programs, enhancing product knowledge and improving customer service skills.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
Education
Master of Science - Clinical Psychology
Southern New Hampshire University
Hooksett, NH06.2028
Bachelor of Science - Psychology
Southern New Hampshire University
Hooksett, NH04.2024
Associate of Science - Accounting And Business Management
Southern New Hampshire University
Hooksett, NH04.2020
High School Diploma -
Ben Davis High School
Indianapolis, IN10.2016
Skills
- Patient Observation
- Information Protection
- Vital Signs Monitoring
- Strong Organization
- Staff Training and Development
- Complaint Handling
- Policy Enforcement
- Revenue Management
- Reservation Management
- Transaction Processing
- Tour Arrangements
- Team Supervision
- Front Desk Operations
- Salesforce CRM
- Problem Resolution
- POS systems expert
- Business Development
- Schedule Development
- Operations Management
- Staff Management
- Data Analytics
Accomplishments
- Carefully mentored newly hired employees on customer service techniques which helped improve focus on guests and visitors.
- Received outstanding score ratings from guest surveys due to professionalism, exceptional service, and quick response times.
- Quickly resolved issues and guest complaints which enabled the development of highly coveted conflict resolution skills.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Certification
- CPR/AED
- Data Analyst
Timeline
Overnight Manager
Best Western Plus Hotel
06.2021 - 05.2022
Patient Care Technician
First Horizon Home Health Care LLC
08.2020 - Current
Cash Management Manager
Loomis Armored US
10.2018 - 02.2019
Overnight Associate
Best Western Hotel
03.2018 - 09.2018
Assistant Manager
Hibbett Sporting Goods
02.2018 - 06.2018
Assistant Shift Supervisor
CVS Pharmacy
08.2017 - 02.2020
Master of Science - Clinical Psychology
Southern New Hampshire University
Bachelor of Science - Psychology
Southern New Hampshire University
Associate of Science - Accounting And Business Management
Southern New Hampshire University
High School Diploma -
Ben Davis High School
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