Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
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Jonathan Watson

Riverdale,GA

Summary

Talented Front Desk Supervisor versed in solving range of daily issues with efficient and professional attitude. Adapts easily to changing demands and learns new information quickly. Accomplished leader and team manager. Software-savvy professional committed to confirming proper functionality and usability of software products before release. Plans test schedules and strategies according to project scope and delivery dates and monitors and tracks bug resolutions. Reviews software documentation to verify technical accuracy and completeness and to mitigate risks. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

9
9
years of professional experience

Work History

Customer Service Representative

GetInsured.com
04.2023 - Current
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Developed and updated databases to handle customer data.

Sales Coordinator/Front Desk Manager

Hyatt Centric Midtown Atlanta
05.2022 - 11.2023
  • Supervises the front office team members to ensure efficient and smooth operations for producing excellent feedback and guest satisfaction
  • Responds in a professional and courteous manner to guests by providing accurate and timely information and services.
  • Trained new staff on correct procedures, compliance requirements, and performance strategies.
  • Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.

Customer Service Representative

Bobby Dodd Institute
12.2022 - 04.2023
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Investigated and resolved customer inquiries and complaints quickly.

CUSTOMER SERVICE AGENT

CONCENTRIX
01.2021 - 04.2021
  • Assist customers with navigation support, road-side assistance, and emergency calls
  • Educate our members on the benefits of their products and services
  • Greet and handle multiple types of calls from members, dealers, etc
  • In a friendly and professional manner
  • Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer
  • Maintain knowledge of client products and/or services
  • Participate in activities designed to improve customer satisfaction and business performance and upselling subscriptions
  • Have the ability to simultaneously think, talk and type well in a high call volume environment.

Front Desk Supervisor/Manager

Hyatt Place Downtown Atlanta
07.2018 - 11.2021
  • Supervises the front office team members to ensure efficient and smooth operations for producing excellent feedback and guest satisfaction
  • Responds in a professional and courteous manner to guests by providing accurate and timely information and services.
  • Trained new staff on correct procedures, compliance requirements, and performance strategies.
  • Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
  • Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency.
  • Coordinated with room service, housekeeping, maintenance, and security to meet all guest needs.
  • Collected room deposits, fees, and payments.
  • Scheduled and assigned daily work and activities for team members.

Night Auditor

Candlewood Suites
04.2015 - 04.2017
  • Checked front office accounting records for accuracy and, on daily basis, summarized and compiled information for hotel's financial records
  • Tracked room revenue, occupancy percentages, and other front office operating statistics
  • Prepared summary of cash, check, and credit card activities, reflecting hotel's financial performance.
  • Posted room charges and room taxes to guest accounts including guest transactions not posted during day by front office cashier
  • Processed guest charge vouchers and credit card vouchers
  • Verified all account postings and balances made during day by front desk cashier and agents
  • Managed over 100 call per day
  • Spoke with Providers to Resolve Issues.
  • Had to function as front desk agent especially in terms of check-in and check-out procedures
  • And Run End of day process / Night audit process on Property management software.
  • Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
  • Oversaw night auditing of daily room occupancy and hotel revenue.

Education

Associate of Science - Applied Psychology

Strayer University
Morrow, GA
01.2025

Diploma -

Jonesboro High School
Jonesboro, GA
05.2003

Skills

  • Report Preparation Written Correspondence General Office Skills Computer Savvy Customer Service Front-Office
  • Operations Punctual Multi-Cultural Competency Supervisory Experience
  • Hotel Reservation Systems
  • Customer Service Management
  • Problem-Solving Skills
  • Interviewing and Hiring
  • Staff Development
  • Complaint Management
  • Shift Scheduling

Additional Information

  • Authorized to work in the US for any employer

Timeline

Customer Service Representative

GetInsured.com
04.2023 - Current

Customer Service Representative

Bobby Dodd Institute
12.2022 - 04.2023

Sales Coordinator/Front Desk Manager

Hyatt Centric Midtown Atlanta
05.2022 - 11.2023

CUSTOMER SERVICE AGENT

CONCENTRIX
01.2021 - 04.2021

Front Desk Supervisor/Manager

Hyatt Place Downtown Atlanta
07.2018 - 11.2021

Night Auditor

Candlewood Suites
04.2015 - 04.2017

Associate of Science - Applied Psychology

Strayer University

Diploma -

Jonesboro High School

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