Jada Kinard
Columbus,OH
Summary
Proven track record in enhancing customer satisfaction and streamlining office operations, notably at Courtyard by Marriott. Excelled in confidentiality handling and problem-solving, boosting team efficiency and client trust. Demonstrated leadership in improving call resolution rates and fostering a collaborative work environment, underpinning a commitment to hospitality best practices and administrative excellence. Highly organized Front Desk Receptionist with exemplary multitasking, time management, and customer service skills. Responsible professional willing to go extra mile to assist others with solving problems. Personable and energetic Receptionist committed to delivering excellence in all facets of customer service and administrative support. Offers honed competencies in data-entry, database management and scheduling. Experience delivering customer service and administrative excellence, including clerical support and public interaction. Excels in calendar management, scheduling, data entry and database administration.
Overview
4
4
years of professional experience
Work History
Front Desk Receptionist
Courtyard by Marriott
11.2023 - Current
- Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
- Collected room deposits, fees, and payments.
- Enhanced customer satisfaction by providing efficient and professional front desk services.
- Scheduled appointments accurately using reservation software, reducing conflicts or double bookings.
- Scheduled, coordinated and confirmed appointments and meetings.
- Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Supported administrative tasks such as filing, data entry, and document preparation for more efficient office workflow.
- Handled sensitive customer information with confidentiality, adhering to company privacy guidelines.
- Developed strong working relationships with team members, fostering a positive work environment.
Call Center Supervisor
Contact Us Communications
09.2022 - 11.2023
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained team members on performance metrics and consumer behavior identification.
- Developed process controls and metrics for daily management of call center.
- Achieved high-quality service levels by continuously monitoring calls and providing constructive feedback to agents.
- Reduced average handle time through the implementation of effective call handling techniques and scripts.
- Increased first-call resolution rates by equipping agents with comprehensive knowledge of products and services.
- Enhanced team performance with consistent coaching, feedback, and development opportunities.
- Collaborated with other departments for seamless coordination in addressing customer concerns, resulting in faster issue resolution.
- Executed Monthly Performance Plans with representatives to to identify production gaps.
Front Desk Receptionist
Sheraton Capitol Sqaure
04.2020 - 09.2022
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Scheduled, coordinated and confirmed appointments and meetings.
- Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
- Enhanced customer satisfaction by providing efficient and professional front desk services.
- Handled sensitive customer information with confidentiality, adhering to company privacy guidelines.
- Developed strong working relationships with team members, fostering a positive work environment.
- Assisted with administrative tasks such as filing, data entry, and document preparation, supporting overall office productivity.
- Initiated system for tracking office supplies, leading to more efficient inventory management.
- Facilitated smooth communication between departments by accurately relaying messages and information.
- Increased customer satisfaction by promptly addressing and resolving inquiries and concerns.
Education
High School Diploma -
Beechcroft Highschool
Columbus, OHSkills
- Customer Service
- Time Management
- Listening Skills
- Cash Handling
- Telephone Etiquette
- Problem-solving skills
- Team Collaboration
- Scheduling
- Appointment Scheduling
- Verbal and written communication
- Administrative Skills
- Office Organization
- Oral and writing communication
- Hospitality services
- File Organization
- Scheduling appointments
- Issue handling
- Complex Problem-Solving
- Initiative-taking
- Administrative Support
- Work Prioritization
- Confidentiality handling
- Call Routing
- Hospitality best practices
Timeline
Front Desk Receptionist
Courtyard by Marriott
11.2023 - Current
Call Center Supervisor
Contact Us Communications
09.2022 - 11.2023
Front Desk Receptionist
Sheraton Capitol Sqaure
04.2020 - 09.2022
High School Diploma -
Beechcroft Highschool