Summary
Overview
Work History
Education
Skills
Timeline
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Keyana Lee-Joseph

Clifton Heights,PA

Summary

Dynamic leader with proven expertise in customer service and team leadership honed at Fairfield Inn Marriott. Excelled in staff training and development, enhancing team productivity by fostering a collaborative environment. Achieved significant improvements in customer satisfaction and operational efficiency through strategic decision-making and effective time management.

Dedicated customer service professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.

Results-driven management professional with proven ability to lead teams to success. Strong focus on team collaboration, operational efficiency, and achieving measurable outcomes. Adept at strategic planning, process improvement, and fostering culture of accountability and excellence. Known for adaptability and consistently meeting changing organizational needs.

Overview

19
19
years of professional experience

Work History

Manager

R&k Cleaning Services
12.2020 - Current
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Maintained professional, organized, and safe environment for employees and patrons.
  • Accomplished multiple tasks within established timeframes.
  • Cross-trained existing employees to maximize team agility and performance.
  • Developed detailed plans based on broad guidance and direction.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.

Ramp Agent

Southwest Airlines
04.2011 - Current
  • Safely operated various types of equipment such as conveyor belts, push-back tractors and tugs.
  • Reported equipment malfunctions to supervisor for immediate repair attention to avoid creating flight departure delays.
  • Coordinated ground crew activities to complete objectives on schedule.
  • Loaded and unloaded luggage and freight and assisted crew and travelers with bags for over Number daily flights.
  • Connected electrical power unit and hoses to aircraft.
  • Improved customer satisfaction with prompt handling of passenger inquiries and concerns related to baggage and boarding procedures.

Customer Service Supervisor

Fairfield Inn Marriott
03.2006 - 10.2011
  • Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
  • Enhanced team productivity through regular coaching, feedback, and performance evaluations.
  • Championed a customer-centric approach within the team, consistently encouraging empathy and understanding when interacting with clients.
  • Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
  • Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.

Education

High School Diploma - N/A

John Bartram High School
Philadelphia, PA
06.1999

Skills

  • Customer service
  • Team leadership
  • Time management
  • Decision-making
  • Verbal and written communication
  • Complex Problem-solving

Timeline

Manager

R&k Cleaning Services
12.2020 - Current

Ramp Agent

Southwest Airlines
04.2011 - Current

Customer Service Supervisor

Fairfield Inn Marriott
03.2006 - 10.2011

High School Diploma - N/A

John Bartram High School

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Keyana Lee-Joseph