JAMAL FORTES
Hyde Park,MA
Summary
Service professional with experience in developing solutions and enhancing customer experiences. Eager to contribute to team success and bring enthusiasm to continuous improvement, and proficiency of workflow optimization. Looking to put knowledge, experience, and skill set to good use to improve business success.
Overview
10
10
years of professional experience
Work History
Café Ambassador- Project Coordinator- Catalyst Trainer
Capital One
07.2015 - Current
- Work with internal and external stakeholders to gather project requirements and success criteria
- Provide market influence & create brand awareness through the usage of digital tools by researching trends that will enhance the customer experience
- Invest in volunteer opportunities / sponsorships that benefit local communities as well as the company
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Supported onboarding and mentorship, planned and executed meetings and developed project documentation
- Built successful project plans covering objectives, resources and staffing to meet schedules
- Adhered to budget requirements with excellent planning and consistent expense monitoring
- Own multiple, short term, projects from start to finish ensuring compliance with all state, federal, and banking regulations
- Owned daily and monthly schedules for a team of 5+
- Led the onboarding and training of new associates as a Trainer
- Collaboratively led process improvement teams from idea to implementation
Guest Service Agent - Sales Coordinator
Hersha Hospitality
04.2014 - 07.2015
- Maximized revenue by upselling room upgrades and additional services.
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism
- Assisted other departments (including housekeeping, sales, bistro and maintenance) with minor tasks and inquiries.
- Answered guest inquiries and provided information regarding hotel services and amenities.
- Resolved sources of dissatisfaction and implemented processes to prohibit future service obstacles
- Collected room deposits, fees and payments
- Resolved billing disputes promptly, maintaining professionalism and customer satisfaction throughout the process.
- Collected room deposits, fees, and payments.
- Handled cash transactions accurately, balancing daily reports at the end of each shift.
Education
Bachelor of Arts - Hospitality Administration Management
Newbury College
Brookline, MA05.2014
Skills
- Excellent Written and Verbal Communication
- Computer Proficiency (G-Suite, iOS, Microsoft Office)
- Handling Complaints and Inquiries
- Workflow Planning
- Timelines and Milestones
- Customer Empathy
- Flexible and Adaptable
- Collaboration
- Servant Leadership
- Inspiring and Motivating Individuals
- Agile Project Management
- Managing Project Risks and Changes
Certificationsawards
- Award, Class of 2017 Hall of Legends Recipient
- Certification, Certified ScrumMaster (CSM)
- Certification, Certified SAFe 5 Agilist
Timeline
Café Ambassador- Project Coordinator- Catalyst Trainer
Capital One
07.2015 - Current
Guest Service Agent - Sales Coordinator
Hersha Hospitality
04.2014 - 07.2015
Bachelor of Arts - Hospitality Administration Management
Newbury College