Keyana Dunn
Douglasville,USA
Summary
Customer-focused Front Desk Agent known for high productivity levels and efficient task completion. Specialize in effective communication, problem-solving, and time management skills. Excel in environments requiring ability to handle multiple tasks simultaneously and adapt to changing priorities. Bring strong interpersonal skills to connect with guests, ensuring positive experiences and fostering repeat business.
Overview
10
10
years of professional experience
Work History
Front Desk Agent
Aloft Hotel Marriott
Alpharetta, GA
01.2024 - Current
- Greeted and assisted guests to provide a welcoming experience, and ensured customer satisfaction skills directly applicable to greeting and supporting customers during calls, follow-ups, and appointment confirmations.
- Managed guest reservations, check-ins, and check-outs, ensuring accurate recordkeeping and attention to detail; skills transferable to processing payments and maintaining updated customer information in systems.
- Responded to guest inquiries and resolved issues promptly, showcasing strong communication and conflict resolution skills, essential for answering customer questions and triaging calls to appropriate departments.
- Coordinated with housekeeping and maintenance to meet guest needs, mirroring the role of collaborating with internal departments to deliver seamless customer support.
- Handled cash transactions and processed payments with precision, ensuring accurate billing and financial documentation, similar to managing customer payment processing tasks.
- Maintained a clean and organized front desk area, ensuring a professional and efficient workspace, directly relatable to maintaining organized workflows and adhering to company policies and procedures.
- Utilized technology to accurately complete customer orders, ensuring efficiency and promptness in addressing customer needs, directly applicable to processing payments and updating customer information.
- Maintained high attention to detail to ensure product selection matched customer requests, contributing to satisfaction, similar to confirming appointments and addressing customer inquiries accurately.
Ecommerce Personal Shopper-Seasonal
Whole Foods Market
Alpharetta, GA
09.2023 - 12.2023
- Provided exceptional customer service to online shoppers by addressing inquiries and resolving issues promptly, showcasing communication and problem-solving skills essential for delivering seamless experiences
- Assisted customers with product selection, order placement, and tracking shipments, ensuring a smooth shopping experience and personalized support
- Participated in team meetings to share challenges, best practices, and ideas for enhancing customer interactions, demonstrating a commitment to teamwork and continuous improvement
- Managed high volumes of customer communications, including phone calls, emails, and chats, ensuring timely and professional responses to inquiries and concerns
- Resolved customer disputes and billing inquiries with efficiency and tact, leveraging strong problem-solving and negotiation skills to maintain satisfaction
- Maintained and updated client records in the database, ensuring accuracy, compliance with company policies, and easy access to information when needed
- Processed and distributed invoices, receipts, and documentation while adhering to strict confidentiality standards, demonstrating precision and attention to detail
- Assisted customers in understanding billing processes and resolving issues, fostering trust and developing strong client relationships
Clerical/Receptionist
National Credit Systems
Atlanta, GA
11.2022 - 10.2023
- Managed a high volume of client and customer communications, including phone calls, emails, and chats, ensuringtimely responses and professional service.
- Resolved client disputes and billing inquiries with tact and efficiency, showcasing strong problem-solving and negotiation skills.
- Maintained and updated client records in the database, ensuring accuracy and compliance with company policies—mirroring tenant record management in leasing roles.
- Distributed invoices, receipts, and documentation while adhering to strict confidentiality protocols, demonstrating attention to detail, and organizational skills.
- Assisted customers in understanding billing processes and resolving issues, developing strong client relationships, and increasing satisfaction.
- Streamlined clerical processes, reducing paperwork turnaround time, and enhancing office efficiency. Implemented a new filing system, improving document retrieval speed.
Administrative Assistant
Legacy Academy
Acworth, GA
05.2022 - 10.2022
- Facilitated daily operations by processing tuition payments, and coordinating the maintenance of a comprehensive office calendar to ensure efficient scheduling.
- Composed and distributed professional correspondence, financial reports, and memos, demonstrating excellent communication and organizational skills.
- Coordinated mailings including sorting mail, preparing packages for shipping via courier service or postal service.
- Facilitated communication between different departments within the organization.
- Created travel arrangements and distributed travel details to appropriate personnel.
- Managed incoming calls while providing information or transferring callers to appropriate personnel.
- Scheduled appointments between clients and customers and internal staff members.
Assistant General Manager
Quality Inn and Suites
Kennesaw, GA
10.2020 - 04.2022
- Directed daily operations of the hotel, including front desk management, staff supervision, and guest services, ensuring smooth and efficient workflows
- Trained and managed a team of front desk agents, housekeeping staff, and maintenance personnel, fostering collaboration and delivering exceptional customer experiences
- Oversaw financial operations, including budgeting, expense control, and daily revenue reporting, demonstrating strong financial and organizational skills transferable to leasing roles
- Resolved guest complaints and escalations with tact and professionalism, maintaining high guest satisfaction scores and building strong client relationships
- Conducted property inspections and collaborated with maintenance teams to address facility issues promptly, ensuring safety and cleanliness standards
- Assisted in developing and implementing operational strategies to enhance service delivery and improve occupancy rates
- Utilized sales techniques to promote hotel services and secure group bookings, demonstrating the ability to market offerings and close deals
Front Desk Supervisor
Suburban Extend Stay Hotel
Kennesaw, GA
06.2019 - 03.2020
- Supervised daily front desk operations, ensuring efficient guest check-ins, reservations, and check-outs while maintaining a welcoming and professional environment
- Trained and mentored front desk staff, improving team performance and enhancing guest satisfaction through excellent service delivery
- Conducted nightly audits and balanced financial reports to ensure accuracy in billing and recordkeeping
- Resolved guest complaints and conflicts promptly, utilizing strong problem-solving and communication skills to maintain positive experiences
- Coordinated with housekeeping and maintenance teams to address guest needs and ensure a clean, safe, and well-maintained property
Breakfast Attendant Lead
Homewood Suites
Kennesaw, GA
05.2019 - 12.2019
- Ensured timely and accurate delivery of food orders, maintaining high standards of presentation and customer service
- Managed inventory and restocked essential dining room supplies, contributing to seamless dining operations and customer satisfaction
- Delivered attentive service by promptly addressing customer needs, maintaining up-to-date knowledge of menu offerings, and ensuring dining area cleanliness
Shift Team Leader
Tropical Smoothie Cafe
Marietta, GA
05.2018 - 04.2019
- Led team operations, ensuring adherence to quality, service, and cleanliness guidelines while maintaining a focus on guest satisfaction and efficient problem resolution
- Executed company marketing strategies and maintained compliance with cost control procedures, contributing to a streamlined shift operation
- Enhanced team performance through effective training, coaching, and scheduling, leading to increased productivity and operational improvements
Bistro Attendant/Cook Supervisor
Courtyard by Marriott
Kennesaw, GA
03.2018 - 12.2018
- Ensured high standards of dining experience by setting tables as per event requirements and maintaining cleanliness in the dining and lobby areas
- Enhanced guest satisfaction by promptly addressing and resolving complaints, and effectively communicated diner concerns to kitchen staff
- Contributed to restaurant sales by recommending and upselling alcoholic beverages, appetizers, and desserts, while maintaining comprehensive knowledge of the menu and daily specials
Cashier/Dispatcher Supervisor
Lanier Parking Solutions
Atlanta, GA
09.2017 - 03.2018
- Supervised daily cashier and dispatch operations, ensuring accurate financial transactions and smooth parking facility management
- Delivered exceptional customer service by resolving customer inquiries, complaints, and payment disputes professionally and efficiently
- Managed and reconciled financial records, including daily cash handling, credit card transactions, and revenue reports, showcasing strong organizational and accounting skills
Front Desk Agent
Studio 6 Extended Stay
Roswell, GA
07.2016 - 08.2017
- Managed incoming communications, ensuring prompt and courteous handling of calls and accurate relay of messages to staff
- Facilitated guest experiences by swiftly addressing service issues and coordinating travel and accommodation arrangements
Receptionist
ULTRASKIN WAX CENTER
Charlotte, NC
12.2014 - 06.2016
- Greeted and assisted clients with appointment scheduling, ensuring a seamless and welcoming experience, demonstrating strong customer service skills
- Managed a high-volume schedule, coordinating appointments and maintaining an organized booking system, reflecting exceptional time management and attention to detail
- Processed client payments and maintained accurate financial records, showcasing precision and reliability in cash handling and documentation
Education
High School -
Marietta High School
Marietta05.2012
Skills
- Adaptability & Flexibility
- Attention to Detail
- Customer Service Excellence
- Sales and Marketing
- Conflict Resolution
- Organizational Skills
- Interpersonal Skills
- Financial Management
- Administrative Proficiency
- Multitasking in Fast-Paced Environments
- Technical Skills
- Management
- Coordination
- Team Collaboration
- Guest relations
Timeline
Front Desk Agent
Aloft Hotel Marriott
01.2024 - Current
Ecommerce Personal Shopper-Seasonal
Whole Foods Market
09.2023 - 12.2023
Clerical/Receptionist
National Credit Systems
11.2022 - 10.2023
Administrative Assistant
Legacy Academy
05.2022 - 10.2022
Assistant General Manager
Quality Inn and Suites
10.2020 - 04.2022
Front Desk Supervisor
Suburban Extend Stay Hotel
06.2019 - 03.2020
Breakfast Attendant Lead
Homewood Suites
05.2019 - 12.2019
Shift Team Leader
Tropical Smoothie Cafe
05.2018 - 04.2019
Bistro Attendant/Cook Supervisor
Courtyard by Marriott
03.2018 - 12.2018
Cashier/Dispatcher Supervisor
Lanier Parking Solutions
09.2017 - 03.2018
Front Desk Agent
Studio 6 Extended Stay
07.2016 - 08.2017
Receptionist
ULTRASKIN WAX CENTER
12.2014 - 06.2016
High School -
Marietta High School
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