Jomah A. Kpengba
Elk Grove,CA
Summary
Ms. Kpengba is a detail-oriented professional with a Bachelor of Science in Liberal Studies from Wilmington University. With over five years of experience in academic and customer service settings, she has demonstrated exceptional organizational, time management, and interpersonal skills. Ms. Kpengba is adept at handling administrative tasks, managing schedules, and fostering effective communication, showcasing her ability to support executives and teams efficiently. Passionate about delivering excellence, she combines professionalism and initiative to drive productivity and ensure seamless operations.
Overview
8
8
years of professional experience
Work History
Property Manager Assistant
Morningstar Storage
Baltimore, MD
05.2023 - 08.2024
- Supported the property manager by delivering exceptional customer service to tenants and prospective clients, fostering strong relationships, and ensuring satisfaction.
- Responded promptly to tenant and client inquiries regarding unit availability, pricing, and facility features, demonstrating professionalism and attention to detail.
- Conducted tours for prospective tenants, effectively showcasing storage solutions, and maintaining a focus on client needs.
- Maintained and managed tenant records with a strong emphasis on accuracy, confidentiality, and data organization, ensuring seamless operations.
- Oversaw incoming and outgoing correspondence, including emails, phone calls, and written communications, while prioritizing tasks and ensuring timely responses.
Guest Service Agent
DoubleTree Inn at the Colonnade
Baltimore, MD
02.2022 - 08.2024
- Provided guests with detailed information about local attractions, boosting guest satisfaction scores by over 15% through excellent communication and service.
- Efficiently managed 40 to 60 calls daily, addressing inquiries, resolving guest concerns, and providing accurate information, with a focus on quality and timeliness.
- Collaborated with supervisors and managers to analyze serious issues, gather client feedback, and develop actionable solutions for operational challenges, demonstrating problem-solving and teamwork skills.
- Resolved complex customer issues diplomatically, utilizing discretion and sound judgment to avoid escalation, while maintaining a high standard of service.
- Streamlined check-in and check-out procedures by managing timelines effectively and ensuring accuracy in handling guest payments and charges, showcasing attention to detail and organizational skills.
- Developed lasting relationships with guests that built loyalty and drove hotel revenue.
Academic Advisor Assistant
Wilmington University
Remote, DE
12.2019 - 01.2023
- Delivered exceptional customer service by professionally managing high-volume calls, addressing inquiries with clarity and precision, and ensuring timely follow-ups.
- Identified and resolved student issues by scheduling meetings with academic advisors, evaluating requests, and recommending appropriate resources, demonstrating strong problem-solving skills.
- Provided comprehensive support to key departments by tracking statistics, maintaining accurate documentation, contributing to strategic planning, and participating in program assessments.
- Maintained and analyzed data using Excel, Calendly, and Outlook to support admissions representatives, ensuring efficient data management, and informed business planning.
- Collaborated with Academic Affairs on curriculum updates, scheduling, and addressing student concerns, ensuring alignment with institutional policies and industry standards.
- Designed and facilitated activities and workshops to support diverse student needs, including new students, those on academic warning, and honors students, showcasing planning and coordination expertise.
Guest Service Agent
Hilton Garden Inn Phoenix Airport
Phoenix, AZ
03.2016 - 03.2018
- Delivered exceptional guest experiences by creating a welcoming environment and ensuring seamless processes from check-in to check-out, demonstrating strong interpersonal skills.
- Accurately managed financial transactions, including maintaining a balanced cash drawer, posting charges to guest accounts, and preparing detailed bank deposit reports.
- Organized and maintained corporate and company profiles, negotiated hotel rates, and managed guest reservations with precision, showcasing attention to detail and negotiation skills.
- Executed daily operational checklists for both night and day shifts as assigned by the Guest Service Manager, ensuring smooth departmental operations and adherence to protocols.
- Facilitated interdepartmental communication to address and resolve relevant issues effectively, maintaining a professional demeanor and fostering a collaborative work environment.
Education
Bachelor of Science - Liberal Studies
Wilmington University
New Castle, DE05.2022
Skills
- Administrative support
- Customer service-focused
- Marketing and advertising
- Skilled multi-tasker
Timeline
Property Manager Assistant
Morningstar Storage
05.2023 - 08.2024
Guest Service Agent
DoubleTree Inn at the Colonnade
02.2022 - 08.2024
Academic Advisor Assistant
Wilmington University
12.2019 - 01.2023
Guest Service Agent
Hilton Garden Inn Phoenix Airport
03.2016 - 03.2018
Bachelor of Science - Liberal Studies
Wilmington University
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