Julie Lawless
Baton Rouge,LA
Summary
Customer service management professional experienced with inbound and outbound customer service and collections. Team player with exceptional listening and critical thinking skills. Personable personality that helps avoid call escalations. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Special Needs Nanny/Personal Assistant
Self Employed
06.2021 - Current
- Kept detailed track of household and maintenance inventory and schedules.
- Completed household tasks by assisting with laundry, light housekeeping and grocery shopping.
- Provided emotional support and companionship to clients.
- Helped clients to maintain independence and quality of life.
- Assisted with clients or patients with daily activities by helping with bathing, grooming, dressing and meal preparation.
- Transportation to and from appointments and schools for clients.
- Oversaw personal and professional calendars and coordinated appointments for future events.
- Worked in sales at parents personal business during school months.
Assistant Front Office Manager/MOD
Holiday Inn College
05.2022 - 12.2022
- Training new front desk, bringing front desk to up to Current IHG standards
- Handling multiple departments as MOD, ensuring guest satisfaction and that all departments were stocked and prepared for upcoming arrivals and departures
- Accounts receivable/invoices
- Hotel inventory- front desk, food and beverage, gift shop/marketplace
- Ordering with multiple vendors.
- Interacted with customers by phone, email, or in-person to provide information.
- Served as floating manager-on-duty, MOD, to cover shift shortage.
- Provided clerical support, addressing routine, and special requirements.
- Trained new-hires on front desk procedures to better service customers.
- Enhanced revenue and gross profits by eliminating waste and maximizing customer satisfaction.
- Drafted employee work schedules to fill coverage gaps.
- Encouraged and mentored employees to boost performance and remove process inefficiencies.
- Developed procedures to establish accurate and organized check-in and check-out processes.
- Reviewed client and staff feedback and made appropriate business adjustments to meet needs and address concerns, boosted hotel reviews by 40% in under 3 months
- Provided accurate information regarding local attractions, restaurants and activities.
Assistant Loan Manager
Cottonwood Financial
01.2020 - 01.2021
- Evaluated loan requests and documents to verify accuracy and completeness.
- Processed loan applications and monitored progress from start to finish.
- Assisted customers with completing loan applications and other paperwork.
- Analyzed potential risks and evaluated loan products to identify suitable options for customers.
- Approved loan applications based on customer creditworthiness and provided detailed financial advice.
- Maintained strict confidentiality of bank records and client information.
- Originated, reviewed, processed, closed, and administered customer loan proposals.
- Quickly and accurately counted drawers and vault at start and end of each shift.
- Maintained computer and physical filing systems.
- Updated reports, managed accounts, and generated reports for company database.
Dual Property Front Desk Supervisor
Hotel Blackhawk
07.2019 - 01.2020
- Dual property supervisor over Front Desk and Valet
- 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.
- Created lasting relationships with guests that built loyalty and drove hotel revenue.
- Coordinated with room service, housekeeping, maintenance, and security to meet all guest needs.
- Collected room deposits, fees, and payments.
- Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
- Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
- Trained junior staff in customer care, driving and parking operations to uphold standards.
- Provided accurate information regarding local attractions, restaurants and activities.
Front Desk/banquet bartender
Merrill Hotel and Conference Center- Muscatine
07.2018 - 07.2019
- Prepared for events by setting up bar, stocking supplies and arranging tables.
- Kept detailed inventories and notified management of ordering needs for liquor, beer, wine, and bar supplies.
- Collected room deposits, fees, and payments.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Interim Supervisor for housekeeping
- Managed team productivity and workflow to exceed quality standards.
- Managed staff of 10 housekeepers.
- Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements.
- Supervised team of housekeeping and janitorial workers to meet highest quality of cleanliness and safety standards.
Customer Service- Assistant Manager
Family Video- Muscatine
08.2017 - 09.2018
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained and managed customer files and databases.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Created and updated regular inventory reports and records.
- Maintained sufficient inventory levels to meet customer demands at all times.
- Worked with third company to sell and provide cell phones and adapt customer to cellular phone use
Education
High School diploma -
Baton Rouge Magnet High School
Baton Rouge, LA05.2016
Skills
- Customer Service
- Employee Retention
- Meeting Planning
- Time Management
- Cash Management
- Proper Phone Etiquette
- Childcare Expertise
- Food Service Background
- Filing
- Microsoft Office
- Multitasking and Organization
Certification
- Microsoft Certified Professional
- Typing skills: 65 per minute
- Red Cross Certified
- LA responsible vendor license
- Life, Health, and Accident Insurance (Louisiana)
Timeline
Assistant Front Office Manager/MOD
Holiday Inn College
05.2022 - 12.2022
Special Needs Nanny/Personal Assistant
Self Employed
06.2021 - Current
Assistant Loan Manager
Cottonwood Financial
01.2020 - 01.2021
Dual Property Front Desk Supervisor
Hotel Blackhawk
07.2019 - 01.2020
Front Desk/banquet bartender
Merrill Hotel and Conference Center- Muscatine
07.2018 - 07.2019
Customer Service- Assistant Manager
Family Video- Muscatine
08.2017 - 09.2018
High School diploma -
Baton Rouge Magnet High School
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