Iminaye Drew
Charlottesville,United States
Summary
Customer service representative with 7 years of experience excelling in guest engagement and service improvement within the hospitality industry. I Demonstrate strong skills in problem-solving, conflict resolution, and team leadership, consistently enhancing guest satisfaction and loyalty. Passionate about leveraging customer service expertise to foster positive experiences and drive repeat business.
Overview
7
7
years of professional experience
Work History
Associate Team Lead - Seasonal
H&R Block
Charlottesville, VA
11.2025 - 04.2026
- Processed tax documents accurately, maintaining compliance with regulatory requirements and standards.
- Coordinated client communications to clarify tax-related inquiries and ensure timely responses.
- Communicated clearly with clients regarding their tax situations and filing requirements.
- Maintained organized records of client information and documentation throughout the tax season.
- Streamlined tax preparation processes, leading to faster turnaround times for client returns.
Front Desk Associate
Courtyard Marriott
Charlottesville
07.2025 - 12.2025
- Monitored guest feedback and implemented changes, leading to noticeable improvements in service ratings.
- Promoted hotel amenities to guests, boosting engagement and increasing usage of facilities.
- Provided customer service, with a welcoming atmosphere that enhanced guest satisfaction and loyalty.
- Analyzed guest preferences and feedback to tailor services, resulting in marked gains in repeat bookings.
- Coordinated with housekeeping and maintenance teams to ensure swift resolution of guest issues, maintaining high service standards.
Front Desk Assistant
Comfort Inn Suites
Glen Allen, VA
01.2023 - 07.2025
- Engaged with guests to gather feedback, demonstrating commitment to continuous improvement and guest relations.
- Provided exceptional customer service at the front desk, enhancing guest experiences and fostering repeat visits.
- Executed daily cash handling and reconciliations, ensuring financial accuracy and compliance with corporate standards.
- Processed reservations using hotel management software, supporting efficient booking procedures.
- Collaborated with team members to address guest needs promptly, fostering positive experiences.
- Monitored lobby activity to ensure safety and security for all guests and staff.
- Answered customer telephone calls promptly and appropriately handled needs.
Front Desk - General Manager
Comfort Inn Suites
Orange county
12.2021 - 12.2023
- Managed front desk operations, enhancing guest satisfaction and boosting positive feedback.
- Streamlined check-in processes, reducing wait times and improving guest experiences.
- Facilitated effective communication, ensuring seamless coordination with housekeeping and maintenance.
- Resolved guest inquiries promptly, contributing to increased guest loyalty and repeat visits.
- Implemented feedback, leading to noticeable improvements in service quality.
Education
High School Diploma -
Orange county high school
Orange county, va05.2022
Skills
Customer Engagement
Problem Solving
Team Leadership
Conflict Resolution
Service Improvement
Leadership and Team Building
Operations Management
Efficient Multi-tasker
Training and Coaching
Languages
english
Timeline
Associate Team Lead - Seasonal
H&R Block
11.2025 - 04.2026
Front Desk Associate
Courtyard Marriott
07.2025 - 12.2025
Front Desk Assistant
Comfort Inn Suites
01.2023 - 07.2025
Front Desk - General Manager
Comfort Inn Suites
12.2021 - 12.2023
High School Diploma -
Orange county high school