Joelle Macbeth
Honolulu,HI
Summary
Talented Manager with expert team leadership, planning and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.
Overview
2
2
years of professional experience
Work History
Manager
H & R Block
12.2023 - Current
- Championed diversity and inclusion efforts within the workplace, resulting in an inclusive environment that fostered creativity and innovation among employees from various backgrounds.
- Conducted competitive analysis to identify market trends and capitalize on emerging opportunities for growth.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Onboarded new employees with training and new hire documentation.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Accomplished multiple tasks within established timeframes.
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
- Improved marketing to attract new customers and promote business.
- Established team priorities, maintained schedules and monitored performance.
- Implemented innovative marketing campaigns that boosted brand awareness and generated significant sales leads.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Ensured compliance with industry regulations and legal requirements by implementing comprehensive policies and training programs for staff members.
- Developed and maintained relationships with customers and suppliers through account development.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Maximized performance by monitoring daily activities and mentoring team members.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Maintained professional, organized, and safe environment for employees and patrons.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Defined clear targets and objectives and communicated to other team members.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Acted as a team leader in group projects, delegating tasks and providing feedback.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Proven ability to learn quickly and adapt to new situations.
- Applied effective time management techniques to meet tight deadlines.
- Worked effectively in fast-paced environments.
- Resolved problems, improved operations and provided exceptional service.
- Paid attention to detail while completing assignments.
- Gained strong leadership skills by managing projects from start to finish.
- Demonstrated a high level of initiative and creativity while tackling difficult tasks.
Concierge
Disney Cruise Line
08.2023 - 11.2023
- Supported local sports teams, museums, restaurants, and other tourist-oriented spots by promoting events to hotel guests.
- Facilitated visitor requests for dining and tourist attractions by researching various venues and locales.
- Facilitated and coordinated transportation services for guests.
- Contributed to a positive work environment by maintaining a professional demeanor at all times.
- Coordinated ground and air travel arrangements for business and leisure customers to support satisfaction.
- Improved overall guest satisfaction by consistently exceeding expectations in all aspects of concierge services.
- Managed daily operations of concierge desk and monitored staff performance to proactively address inefficiencies.
- Developed relationships with local businesses to secure discounts and special offers for guests.
- Maintained detailed knowledge of local attractions, events, and services to better assist guests in making informed decisions.
- Maintained front desk's concierge book to provide visitors with access to relevant local information.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Maximized guest satisfaction by promptly addressing concerns and resolving issues.
- Kept up-to-date on industry trends and best practices in order to continually enhance the quality of services offered.
- Developed strong relationships with local businesses, facilitating exclusive deals for hotel guests.
- Handled customer complaints to satisfy and retain guests.
- Responded to guest inquiries to maximize guest satisfaction.
- Addressed customer inquiries with timely and professional responses via phone, email and in-person interactions.
- Trained staff in delivering top-quality hotel services in alignment with hotel reputation and mission statement.
- Enhanced guest experiences by providing personalized recommendations and assisting with reservations.
- Created welcoming and comfortable environment for guests.
- Scheduled and confirmed restaurant reservations for guests.
- Maintained accurate and up-to-date records of guest information.
- Provided accurate information regarding local attractions, restaurants and activities.
- Collaborated with other hotel staff to create seamless guest experiences from check-in to checkout.
- Developed and implemented guest service policies and procedures to drive loyalty and referrals.
- Worked closely with guests, some VIP, or celebrity, with high degree of respect for privacy.
- Explained security policies and procedures to guests and hotel staff to promote visitor confidence and safety.
- Assisted guests with special needs or requests, demonstrating empathy and understanding in every interaction.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Assisted guests with variety of services and local attraction information.
- Managed check-in and check-out procedures for guests.
- Maintained high level of professionalism and discretion when dealing with guests.
- Greeted guests upon arrival by providing warm welcome.
- Demonstrated solid attention to detail when processing guest charges accurately during each transaction.
- Implemented effective organizational systems to manage incoming requests and track progress on outstanding tasks.
- Greeted guests upon arrival and offered directions to key amenities to cultivate quality hotel experiences.
- Assisted with luggage handling, valet services and concierge services.
- Managed a variety of tasks simultaneously, maintaining professionalism and efficiency under pressure.
- Demonstrated leadership skills in managing projects from concept to completion.
- Resolved problems, improved operations and provided exceptional service.
Customer Service Call Center Agent
Alohacare
05.2023 - 09.2023
- Stayed up-to-date on industry trends and advancements in customer service technology to provide informed recommendations for operational enhancements.
- Compiled status and performance reports for team leaders to address company strengths and weaknesses.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Enhanced customer satisfaction by efficiently handling high call volumes and resolving issues promptly.
- Created and maintained detailed database to develop promotional sales.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Sought out extra training opportunities to enhance customer relationship management abilities.
- Developed and updated databases to handle customer data.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Trained staff on operating procedures and company services.
- Met customer call guidelines for service levels, handle time and productivity.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Utilized excellent communication skills in both written and verbal forms to effectively address customer inquiries and concerns.
- Increased efficiency and team productivity by promoting operational best practices.
- Sought ways to improve processes and services provided.
- Promptly responded to inquiries and requests from prospective customers.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Achieved high first-call resolution rates by providing accurate information and solutions to customers'' concerns.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Attended telephone skills and program information training sessions to boost aptitude.
- Managed challenging situations calmly while maintaining professionalism throughout interactions with difficult callers.
- Delivered prompt service to prioritize customer needs.
- Followed up on open cases, ensuring timely resolution and customer satisfaction throughout the process.
- Responded proactively and positively to rapid change.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Responded to customer calls and emails to answer questions about products and services.
- Investigated and resolved customer inquiries and complaints quickly.
- Participated in regular team meetings to discuss performance metrics, share insights, and foster a collaborative work environment.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Maintained up-to-date knowledge of product and service changes.
- Proven ability to develop and implement creative solutions to complex problems.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Excellent communication skills, both verbal and written.
- Developed strong organizational and communication skills through coursework and volunteer activities.
- Proved successful working within tight deadlines and a fast-paced environment.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Demonstrated creativity and resourcefulness through the development of innovative solutions.
Personal Assistant to the Chief Executive Officer
PH Hawaii
03.2022 - 05.2023
- Coordinated events and worked on ad hoc projects.
- Managed executive calendars, scheduling meetings and appointments and coordinating travel arrangements to optimize time.
- Supported strategic planning efforts with thorough research and data analysis presented to the CEO.
- Reduced operational inefficiencies by suggesting improvements to administrative workflows based on observations made.
- Participated in organizational events as needed, showcasing professionalism while promoting company values.
- Greeted arriving visitors, determined nature and purpose of visit and directed individuals to appropriate destinations.
- Ensured timely execution of projects by coordinating with cross-functional teams on behalf of the CEO.
- Handled logistics, catering, agendas and travel arrangements for meeting and event planning for board of directors, president and executive vice president.
- Managed mail and both incoming and outgoing correspondence, mail, email and faxes.
- Improved information accessibility through diligent maintenance of electronic and paper records.
- Screened personal and business calls and directed to appropriate party.
- Used QuickBooks to produce monthly invoices, reports, and other deliverables.
- Assisted in developing comprehensive briefing documents before important meetings, ensuring the CEO was well-prepared for every discussion.
- Streamlined operations and prioritized tasks, allowing senior staff to increase productivity.
- Updated spreadsheets and created presentations to support executives and boost team productivity.
- Conducted research and analyzed data to provide detailed reports on various business topics.
- Planned business and social itineraries by managing personal calendar using [Software].
- Handled confidential and sensitive information with discretion and tact.
- Liaised between departments on behalf of the CEO to facilitate collaboration and drive progress towards shared goals.
- Coordinated events, prepared agendas and managed schedule for CEO.
- Transcribed meeting minutes to support sales, business development and senior management teams.
- Used advanced software to prepare documents, reports, and presentations.
- Answered high volume of phone calls and email inquiries.
- Scheduled regular maintenance for employer vehicles and other items such as [Type].
- Wrote reports, executive summaries and newsletters.
- Managed special projects for the CEO, achieving desired outcomes within specified timeframes.
- Upheld strict timetables by maintaining accurate, balanced calendars.
- Filed paperwork and organized computer-based information.
- Booked travel by coordinating and reserving transportation and lodging.
- Processed travel expenses and reimbursements for executive team and senior management group.
- Took notes and dictation at meetings.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Proven ability to develop and implement creative solutions to complex problems.
- Self-motivated, with a strong sense of personal responsibility.
- Proved successful working within tight deadlines and a fast-paced environment.
- Identified issues, analyzed information and provided solutions to problems.
- Gained strong leadership skills by managing projects from start to finish.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Education
High School Diploma -
Alger Learning Center Ind High School
Alger, WA06.1998
Skills
- Needs Assessment
- Revenue Forecasting
- Schedule Management
- Expectation setting
- Expense Tracking
- Interpersonal Relations
- Staff Management
- Performance Management
- Computer Skills
- Managing Operations and Efficiency
- Schedule Preparation
- Decision-Making
- Idea Development and Brainstorming
- Brand Management
- Schedule oversight
- Team Development
- Negotiation
- Professional and Courteous
- Time Management
- MS Office
- Customer Service
- Hiring and Training
- Onboarding and Orientation
- Customer Relationship Management
- Employee Coaching and Mentoring
- Task Delegation
- Documentation And Reporting
- Project Management
- Verbal and written communication
- Teamwork and Collaboration
- Strategic Planning
- Task Prioritization
- Supervision and leadership
- Microsoft Office
- Good Telephone Etiquette
- Active Listening
- Clerical Support
Timeline
Manager
H & R Block
12.2023 - Current
Concierge
Disney Cruise Line
08.2023 - 11.2023
Customer Service Call Center Agent
Alohacare
05.2023 - 09.2023
Personal Assistant to the Chief Executive Officer
PH Hawaii
03.2022 - 05.2023
High School Diploma -
Alger Learning Center Ind High School