JaQuari Williams
Cicero,IL
Summary
Personable and dedicated Customer Service Associate with extensive experience in Customer Service Management. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
13
13
years of professional experience
Work History
Customer Service Associate
Trane Supply
Buffalo Grove, IL
09.2022 - Current
- Demonstrated active listening skills when responding to customer questions and complaints.
- Provided information about products and services available to customers.
- Followed-up with customers after purchase to ensure satisfaction.
- Developed relationships with key clients through regular contact and follow-up communication.
- Kept work area neat, clean, and well-stocked at all times.
- Assisted customers with returns, exchanges, refunds, and other transactions as needed.
- Greeted customers and identified their needs.
- Answered phone calls from customers promptly and courteously.
- Escalated unresolved customer issues to the appropriate department or manager for resolution.
- Maintained knowledge of current sales promotions and new product releases.
- Promoted brand and marketing campaigns to create interest with customer.
Front Desk Manager
Aimbridge Hospitality
Bedford Park, IL
09.2021 - 09.2022
- Manage day-to-day operations and assignments of the front office staff; schedule, plan, and assign work
- Develop and communicate departmental strategies and goals
- Communicate and enforce policies and procedures
- Recommend and/or initiate salary, disciplinary, or other staffing/human resources-related actions in accordance with company rules and policies
- Alert management of potentially serious issues
- Ensure all staff is properly trained on systems, security and cash handling procedures, and service standards and have the tools and equipment needed to effectively carry out their job functions
- Monitor front office staff to ensure guests receive prompt, professional attention and personal recognition
- Ensure guests are greeted upon arrival
- Respond appropriately to guest complaints
- Implement appropriate service recovery guidelines in order to ensure total guest satisfaction
- Schedule and regularly conduct routine inspections of the front office and public areas to ensure the appearance of such areas reflects highly on the hotel, brand, and company
- Develop action plans to correct any deficiencies
- Analyze guest satisfaction data, develop, and implement plans to achieve established goals related to guest satisfaction scores, front desk activities, Travel Pass enrollments, etc
- Achieve budgeted revenues, control labor costs & expenses, and maximize profitability within all areas of the front office
- Participate in the preparation of the annual departmental operating budget and financial plans which support the overall objectives of the hotel
- Maintain procedures for security of monies, credit and financial transactions, and guest security
- Check billing instructions and guest credit for compliance with hotel credit policy
- Develop and maintain relationships with local fire, police and emergency personnel
- Assist in managing hotel revenue generation and maximization through full utilization of company systems, business processes and specifications
- Promote teamwork and quality service through daily communication and coordination with other departments
- Key departmental contacts include Accounting, Revenue management, Sales and Marketing, Catering, Food and Beverage, Housekeeping, and maintenance
- Interact with outside contacts: Guests- to ensure their total satisfaction Regulatory agencies-regarding safety and emergency matters Other contacts as needed (professional organizations and/or community groups) Perform other duties as assigned
- May serve as 'Manager on Duty' as required.
Shift Leader
Hardee's
Oswego, IL
12.2017 - 03.2019
- Manage shifts accordingly to ensure superior guest satisfaction
- Responsible for verifying all food dates are current
- Manage the day to day operations of a fast food restaurant
- Inventory management
- Ensures that all equipment is cleaned properly on every shift
- Create a culture of friendly and customer service driven individuals.
General Manager
Home Towne Studios Extended Stay Hotel
Gainesville, GA
05.2016 - 11.2017
- Recruited and trained new members of the guest service team
- Created reports and spreadsheets for daily accountability
- Signature Calls Superstar - kept within guidelines of proper phone etiquette
- Answered an average of 50+ calls daily
- Proficient in Microsoft Office
- Excelled at Gear co, Choice Advantage and Nitevision Reservation Systems
- Reviewed account information and charges with guests during check-out
- Reconciled discrepancies between Accounts Receivable, General Ledger Account and Accounts receivable trial balance account
- Reconciled vendor statements and handled payment complaints or discrepancies
- Developed and enforced company policy and procedures relating to all phases of human resources activity
- Educated and advised employees on group health plans, voluntary benefits and 401(k) retirement plans
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals
- Facilitated inter-departmental communication to effectively provide customer support
- Consistently worked with sales team to maintain occupancy of 95%.
Front Desk Agent
Suburban Extended Stay Hotel
Chamblee, GA
06.2015 - 05.2016
- Handled all front desk operations - performed as Front Desk Team Lead
- Prepared weekly employee schedules
- Assisted with new hires and training sessions
- Prepared daily financial reports - Audit packs and procedures
- Worked with sales team on efforts to increase guest bookings and revenue
- Assisted with accounting tasks - prepared and coded bills / organized filing system
- Prepared daily bank deposits
- Signature Calls Superstar - kept within guidelines of proper phone etiquette
- Sought to resolve conflicts in a professional courteous manner
- Assisted to maintain inventories of hotel supplies
- Reported to consolidate OOS rooms regularly
- Scheduled bookings and checked guests in and out during busy periods.
Front Desk Agent / Night Attendant
Sun Suites
Suwanee, GA
01.2014 - 06.2015
- Greeted, registered, and assigned rooms to guests
- Answered phones
- Verified customers' credit cards / ID
- Prepared housekeeping boards for daily operations
- Communicated with maintenance to create work tickets
- Stocked and cleaned workplace for next shift
- Welcome guests on arrival and provide information concerning the area
- Updated housekeeping in the system
- Collect and processed payments
- Provide information regarding hotel policies at check in
- Reviewed balance due reports to ensure payment and check outs daily
- Communicated with all staff from the hub of front desk to direct operations
- Excellent cash handling skills
- Communicated with management regularly issues or situations needing attention
- Made keys for lock outs and addressed problems unassisted overnight.
Sales Representative
Silverleaf Resorts
Lombard, IL
06.2013 - 01.2014
- Wrote sales contracts for Resort Packages obtained and submitted orders for processing
- Transitioned an average of four (4) leads into paying customers per week
- Answered customers' questions regarding products, prices and availability
- Emphasized product features based on analysis of customers' needs
- Consulted with clients after sales and contract signings to resolve problems and provide ongoing support.
Shift Leader
Speedway, LLC
Naperville, IL
04.2011 - 05.2013
- Counted cash drawers and made bank deposits
- Assigned employees to specific duties to best meet the needs of the store
- Reordered inventory when it dropped below predetermined levels
- Examined merchandise to verify that it was correctly priced and displayed
- Scheduled and led weekly store meetings for all employees
- Conducted weekly walk-throughs with Store Manager to discuss interior visual displays, including store window presentation
- Ensured superior customer service experience by addressing administrative tasks to resolve customer issues quickly.
Education
High School Diploma -
Austin Community Academy High School
01.2005
Skills
- HIGHLY ORGANIZED
- STRONG COMMUNICATION SKILLS
- TIME MANAGEMENT
- Inbound and Outbound Calling
- Retail Marketing
- Problem Resolution
- POS System Operation
- Tactful and diplomatic
- Professional Demeanor
- Excellent Communication
- Fast Food
- Customer Service
- Key Holder
- Front Desk
- Excel
- Sales Experience
- Account Management
- Upselling
- Microsoft Word
- General Ledger Accounting
- General Ledger Reconciliation
- Financial Report Writing
- Account Reconciliation
Additional Information
- SKILLS
- Dedicated to Excellence
- Highly Organized
- Self - Motivated
- Accountable and Engaged
- Good Time Management
- Honest and Reliable
- Follows Up on Situations
- Strong Communication Skills
Assessments
- Front Desk Agent (Hotel), Expert, 10/2019
- Work Style: Reliability, Highly Proficient, 12/2019
- Warehouse Associate, Highly Proficient, 10/2019
- Customer Focus & Orientation, Highly Proficient, 06/2019
- Customer Service Fit, Familiar, 10/2019
- Management & Leadership Skills: Impact & Influence, Proficient, 09/2019
- Food Service: Customer Situations, Proficient, 01/2020
- Attention to Detail, Completed, 08/2019
- Receptionist, Proficient, 08/2019
Personal Information
Title: Shift Leader - Hardee's
References
References available upon request.
Timeline
Customer Service Associate
Trane Supply
09.2022 - Current
Front Desk Manager
Aimbridge Hospitality
09.2021 - 09.2022
Shift Leader
Hardee's
12.2017 - 03.2019
General Manager
Home Towne Studios Extended Stay Hotel
05.2016 - 11.2017
Front Desk Agent
Suburban Extended Stay Hotel
06.2015 - 05.2016
Front Desk Agent / Night Attendant
Sun Suites
01.2014 - 06.2015
Sales Representative
Silverleaf Resorts
06.2013 - 01.2014
Shift Leader
Speedway, LLC
04.2011 - 05.2013
High School Diploma -
Austin Community Academy High School