Summary
Overview
Work History
Education
Skills
Timeline
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Jerrika Malae

Lakewood,CA

Summary

Professional with extensive experience in hospitality and customer service, recognized for delivering exceptional service in high-pressure environments. Proven track record of enhancing patron satisfaction through innovative solutions and efficient operations. Strong organizational skills and ability to multitask effectively, adapting to diverse consumer needs. Committed to fostering positive relationships and ensuring the highest level of care for clients and communities served.

Overview

7
7
years of professional experience

Work History

MSR II

Navy Federal Credit Union
Long Beach, CA
02.2025 - Current
  • Delivered exceptional service to customers through in-person and telephone interactions.
  • Managed cash drawer operations, ensuring secure fund handling and storage/ balancing.
  • Promoted financial literacy by marketing bank products and services.
  • Collaborated with colleagues to sustain a positive working environment and drive new initiatives encouraging employee powered, member centric values.
  • Utilized banking software (Microsoft Office applications, Encore, Unified service desk) for effective transaction processing and account management.
  • Processed diverse customer transactions, including deposits, withdrawals and loan payments.
  • Maintained confidentiality of all customer records as per company and federal guidelines.

Front Desk Agent

Embassy Suites by Hilton Los Angeles, Downey
Downey, CA
12.2023 - 01.2025
  • Accurately collected deposits, fees, and payments from guests.
  • Managed face-to-face interactions and incoming calls regarding reservations and issues providing efficient, costumer centered solutions and information.
  • Utilized hotel management software to maintain accurate guest information and payment records ( OnQ PM, HotSos, Synergy).
  • Provided outstanding service during peak times to ensure guest satisfaction.
  • Promptly addressed guest concerns, resulting in positive feedback and repeat visits.

Guest Services Agent

Hilton Anaheim
Anaheim
01.2022 - 02.2023
  • Maximized revenue by upselling room upgrades and additional services.
  • Handled cash transactions accurately, balancing daily reports at the end of each shift.
  • Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
  • Assisted guests with reservations, modifications, and cancellations to meet their travel needs.
  • Supported front desk team members during peak times, ensuring efficient operations under high-pressure situations.

Dance Trainer

Nonosina Polynesian Dance Studio
Anaheim, CA
02.2018 - 10.2021
  • Provided individualized attention to each dancer, addressing their unique strengths and areas for growth.
  • Organized successful recitals showcasing student progress and talents, fostering a strong sense of community.
  • Maintained up-to-date knowledge on current trends in dance education to ensure cutting-edge instruction methods were utilized.
  • Coached competitive dance teams to numerous victories at local, regional, and national competitions through meticulous training regimens.

Education

High School Diploma -

Ernest S. Mcbride Senior High School
Long Beach, CA
06-2021

Skills

  • Microsoft Office Suite/ Windows and typing proficiency
  • Customer service excellence
  • Effective communication skills, written and verbal
  • Time management and attention to detail
  • Strong phone etiquette and facilitation of high volume in bound calls
  • Project management
  • Conflict resolution and de-escalation
  • Cash handling

Timeline

MSR II

Navy Federal Credit Union
02.2025 - Current

Front Desk Agent

Embassy Suites by Hilton Los Angeles, Downey
12.2023 - 01.2025

Guest Services Agent

Hilton Anaheim
01.2022 - 02.2023

Dance Trainer

Nonosina Polynesian Dance Studio
02.2018 - 10.2021

High School Diploma -

Ernest S. Mcbride Senior High School

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