Kendall Lee
Charlotte,NC
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Front Desk Guest Service Agent
Hyatt Place Charlotte Airport/Billy Graham
Charlotte, NC
05.2024 - Current
- Assisted in the check-in process by verifying guest identification, collecting payment, issuing room keys, and providing directions to rooms.
- Resolved problems related to billing discrepancies between guests and hotels' accounts department.
- Promoted by leadership to participate in a Hyatt Specialist Role.
- Supported our purpose as it relates to members and facilitated meaningful experiences Leveraging the current PGE Tools.
- Crossed Trained in F&B and Airport Shuttle Services.
- Monitored lobby activity and conducted security checks on visitors entering the premises.
- Responded to customer inquiries and complaints in a professional manner.
- Verified credit card authorization forms before accepting payments from customers.
- Adhered to safety regulations while handling cash transactions.
- Explained hotel policies clearly to customers prior to check-in and check-out.
- Ensured compliance with company policies, procedures, laws, and regulations.
Guest Service Agent
The Ivey's Hotel
Charlotte, NC
04.2023 - 05.2024
- Performed administrative duties such as filing documents, preparing correspondence.
- Assisted in training new front desk clerks on proper procedures and protocols.
- Arranged special accommodations for guests to enhance visitor experiences.
- Cultivated professional relationships with guests, improving customer retention through coordinated service.
- Performed bookkeeping activities to balance accounts and conduct nightly audits.
- Closely monitored inventory controls of supplies and maintain required pars of all front office stationery supplies.
- Worked based on business demand to include nights, weekends, and holidays.
- communicated with and solicit comments from guests on a regular basis to determine their level and satisfaction with all guest services and facilities.
- Operated all aspects of Front Office computer systems, including full PMS functionality, software maintenance, report generation and analysis, and configuration changes.
- Assisted the hotel management and sales teams with the implementation and execution of revenue programs to ensure the hotel’s room occupancy, average daily rate, and RevPar objectives are met.
- Reviewed group housing and billing details and prepare group requirements as needed. Relay information to appropriate personnel.
Inside Sales Specialist
Adapt Health
Greensboro, NC
02.2022 - 04.2023
- Coordinated with vendors to order replacement parts as needed for servicing medical devices.
- Performed preventative maintenance, troubleshooting, and repairs on medical equipment.
- Developed and Maintained working knowledge of current Home Medical Equipment products and services offered by the company.
- Maintained patient confidentiality and function within the guidelines of HIPAA
- Completed assigned compliance training and other educational programs as required.
- Collaborated with physician offices, AdaptHealth sales and support staff to ensure timely receipt of documentation as well as educating, as necessary.
- Assisted in the development and maintenance of reference materials for use by staff and facilitates.
- Active Member of the Diversity and Inclusion council and attended meetings with chief executive officer.
- Participated in city hall meetings and provided feedback on how to further advance the company.
Customer Service Representative
CVS Caremark
WFH, NC
08.2021 - 04.2022
- Made goals for all business operations and procedures.
- Actively listened to patient inquiries.
- Limited transfer escalations by effectively Deescalating and improvising a resolution.
- Limited Hold/Wait time by multi-tasking in research and conversation pertaining to the patients questions.
- Recognized and act on the need to improve and develop delivery of products and services.
- Met and surpassed companies typical progression track post training.
- Verified Medical insurance.
- Developed positive relationships with customers through friendly interactions.
- Answered customer inquiries and provided accurate information regarding products and services.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Strengthened customer retention by offering discount options if the medical insurance allowed.
- Promoted to a senior CSR position post 30 days of training.
- Received the "Helping Others" Corporate award post 30 days of training
Education
Bachelor of Science - Psychology/Business Administration
The University of North Carolina At Greensboro
Greensboro, NCSkills
- Corporate Branding
- Oral and written communications
- Property Management Systems
Accomplishments
- Forbes Travel Four Diamond
- Employee of the month
- Helping Others Corporate Award
- Hyatt Corporate specialist
Certification
- Opera Cloud & Express
- Colleague Advantage
- Citrix Reserve
- Microsoft Office
Timeline
Front Desk Guest Service Agent
Hyatt Place Charlotte Airport/Billy Graham
05.2024 - Current
Guest Service Agent
The Ivey's Hotel
04.2023 - 05.2024
Inside Sales Specialist
Adapt Health
02.2022 - 04.2023
Customer Service Representative
CVS Caremark
08.2021 - 04.2022
Bachelor of Science - Psychology/Business Administration
The University of North Carolina At Greensboro
- Opera Cloud & Express
- Colleague Advantage
- Citrix Reserve
- Microsoft Office
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