Kristi Lewis
Leeds,AL
Summary
Results-driven management professional with over 10 years of experience leading and overseeing teams in various industries. Proven track record of driving operational efficiency, improving employee performance, and exceeding organizational goals. Skilled in strategic planning, project management, and fostering a positive work culture.
Overview
25
25
years of professional experience
Work History
Front Office Manager
Holiday Inn Express Suites/Candlewood Suites
Bessemer, AL
06.2024 - Current
- Resolved customer complaints promptly and efficiently while maintaining a professional demeanor at all times.
- Coordinated with other departments to ensure smooth running of the entire hotel operation.
- Developed and implemented strategies to maximize guest satisfaction and optimize operational efficiency.
- Established strong relationships with corporate clients in order to foster repeat business opportunities.
- Conducted regular meetings with staff members to discuss new initiatives or changes in existing processes.
- Implemented effective strategies to improve customer loyalty programs and enhance sales opportunities.
- Resolved conflicts between customers or staff members professionally.
- Performed administrative tasks such as filing paperwork, preparing reports or updating databases when needed.
- Analyzed daily reports such as occupancy rate report, revenue report, prepared by subordinates.
- Responsible for managing the daily operations of the front office, including greeting guests, answering phone calls and emails.
- Analyzed customer feedback data to identify areas of improvement.
- Supervised the preparation of guest bills and invoices ensuring accuracy before issuing them to guests.
- Maintained accurate records of financial transactions such as cashiering activities, credit card charges.
- Assisted in recruiting, training, evaluating and developing staff members in order to maintain high standards of performance.
- Provided support during events held at the hotel premises such as conferences or exhibitions hosted by clients.
- Monitored front desk operations on a regular basis to identify areas for improvement or corrective action.
- Ensured proper maintenance of check-in and check-out log books, reservation logs and other related documents.
- Assisted with interviewing job applicants by asking appropriate questions and offering insight and feedback.
Assistant General Manager
Holiday Inn Express and Suites
Trussville, Alabama
06.2017 - 06.2024
- Resolved customer complaints in an efficient manner in order to maintain high standards of hospitality services.
- Conducted regular inspections of all public areas within the hotel premises.
- Developed marketing plans in collaboration with sales team members to promote hotel services.
- Assisted the Hotel Manager in developing and implementing effective strategies for improving guest satisfaction.
- Facilitated team training and development programs to enhance employee skills and performance.
- Assisted in implementing strategic initiatives to improve operational efficiency and drive revenue growth.
- Collaborated with cross-functional teams to ensure seamless communication and alignment of business goals.
- Conducted regular performance evaluations for employees to ensure quality standards were maintained.
- Analyzed customer feedback data from surveys and implemented necessary changes accordingly.
- Established strong relationships with vendors in order to secure competitive pricing for supplies.
- Responded to customer inquiries about services, facilities, rates, and availability.
- Handled administrative duties such as preparing payrolls and managing staff schedules.
- Ensured all staff members had appropriate training and development opportunities.
- Prepared reports on occupancy levels, revenue projections, staffing needs.
- Handled guest complaints and offered complimentary services for hardship cases.
- Handled guest complaints and issues, ensuring swift resolutions to maintain satisfaction.
- Negotiated contracts with vendors and suppliers, securing cost-effective services and products.
Home Manager
PHP of Alabama
Birmingham, Alabama
08.2013 - 06.2024
- Managed and oversaw all household operations, including scheduling, budgeting, and vendor coordination
- Supervised a team of domestic staff to ensure a high level of cleanliness and organization within the home
- Implemented and maintained household protocols and procedures to streamline daily tasks and ensure efficiency
- Coordinated and managed household projects, such as renovations, landscaping, and repairs
- Acted as a liaison between the family and external service providers to ensure all needs were met and exceeded
- Maintained accurate records of client progress and interactions according to agency standards.
- Provided direct clinical social work services to individuals and families in a mental health setting.
- Developed individualized service plans with clients to address their identified goals.
- Provided crisis intervention services to individuals in need.
- Collaborated with other departments within the organization to ensure that all client needs were met.
- Analyzed data from reports on caseloads, outcomes and trends in order to identify areas of improvement.
- Participated in interdisciplinary team meetings to discuss treatment options.
- Facilitated communication between clients, families, caregivers, social services and other agencies to ensure client needs were met.
- Attended court hearings as a representative of the organization when needed.
- Organized group activities to provide socialization opportunities for clients.
- Educated clients about mental health conditions, medications and self-care techniques.
- Assessed clients' needs, developed service plans and monitored progress towards goals.
- Acted as an advocate for vulnerable populations by advocating for policy changes at the state level.
- Monitored client progress through regular follow-up contacts.
- Provided referrals to appropriate health care providers or other community resources.
- Compiled reports on cases and submitted them to supervisors as required.
- Advised staff members on effective strategies for working with challenging client behaviors.
- Provided crisis intervention support for clients in emergency situations.
- Monitored and kept meticulous records of patient treatment plans and response of patient to medication.
- Assisted individuals with eligibility for available benefits.
- Maintained logs and electronic client records following department and agency policies for effective monitoring.
- Adhered to ethical principles and standards to protect clients' confidential information.
- Communicated with legal services providers, social services agencies, and local judicial systems regarding cases.
Front Desk Agent
Hilton Garden Inn
Trussville, Alabama
01.2020 - 02.2024
- Greeted and checked in guests with a friendly and professional demeanor, ensuring a positive first impression of the hotel
- Handled all guest inquiries and requests promptly and courteously, demonstrating excellent communication and problem-solving skills
- Maintained accurate and up-to-date records of room availability and guest information in the property management system
- Assisted with reservations and check-outs, collecting payments, and providing receipts accurately and efficiently.
- Stayed current on promotions, discounts, packages, and offers available at the hotel.
- Assisted with check-in and check-out procedures for guests.
- Provided information about hotel amenities, services, and local attractions.
- Addressed customer needs in a timely manner.
Customer Service Support Representative
Laboratory Corporation of America
Birmingham, Alabama
03.2006 - 08.2019
- Provided timely and professional response to customer inquiries via phone, email, and chat
- Resolved product or service issues by troubleshooting problems and finding satisfactory solutions for customers
- Assisted customers with placing orders, tracking shipments, and processing returns or exchanges
- Maintained accurate records of customer interactions and transactions in the CRM system
- Collaborated with other team members to ensure seamless customer support experience and meet service level agreements
Phlebotomist
Laboratory Corporation of America
Birmingham, Alabama
01.2000 - 03.2006
- Skilled in drawing blood from patients using various venipuncture techniques, ensuring minimal discomfort and maintaining patient confidentiality
- Proficient in labeling and processing blood samples for laboratory testing, following strict protocols to prevent cross-contamination
- Participated in continuing education activities such as seminars or workshops related to medical technology advancements.
- Developed new methods for increasing efficiency within the laboratory setting.
- Recorded all test results accurately into the laboratory computer system.
- Conducted microscopic examinations of body fluids such as urine or blood samples.
- Performed routine maintenance and troubleshooting on laboratory instruments.
- Assisted with the training of new personnel in laboratory techniques and procedures.
- Reported any suspected problems with test performance directly to supervisor or clinical staff members.
- Monitored inventory levels of chemicals and reagents necessary for accurate testing processes.
- Maintained a safe working environment by following safety guidelines and regulations set forth by the organization.
- Verified patient information and collected specimens according to established protocols.
- Identified discrepancies in test results that may indicate errors in specimen collection or processing methods.
- Reviewed medical records for completeness and accuracy prior to analysis or testing of specimens.
- Processed specimens using automated analyzers according to standard operating procedures.
- Analyzed test results for accuracy and prepared reports for physicians.
- Prepared reagents, media, stains, solutions, and other materials used in testing procedures.
- Collaborated with other healthcare professionals when needed to provide optimal patient care.
- Performed quality control tests on laboratory equipment and supplies to ensure accuracy of results.
- Provided technical support to clinicians regarding specimen collection requirements or other pertinent issues.
- Cleaned and sterilized lab area, tools and equipment.
- Maintained clean and fully operational laboratory equipment.
- Performed quality control checks on test results, identifying and rectifying discrepancies.
- Managed inventory supplies, reagents, and consumables, ensuring availability for all testing requirements.
- Ensured compliance with all federal, state, and local regulations, including HIPAA and OSHA standards.
- Experienced in maintaining a clean and organized work area, adhering to infection control policies and procedures to prevent the spread of pathogens
- Knowledgeable in performing basic medical tasks such as taking vital signs, updating patient records, and assisting with administrative duties as needed
Education
Bachelor's of Arts in Culinary Arts -
Virginia College
Birmingham, AL07.2018
Bachelor of Arts - Social Work
Samford University
Birmingham, AL06-2003
Bachelor of Science - Political Science
Samford University
Birmingham, AL09-1995
Bachelor of Science - Medical Laboratory Technology
Jefferson State Community College
Birmingham, AL06-1994
Skills
- Oral and writing communication
- Workflow Coordination
- Administrative Skills
- Property Management Systems
- Microsoft Office Suite
- Revenue management
- Employee Supervision
- Exceptional customer support
- Hospitality services
- Project Management
- Effective Planning
- Performance Improvements
- Staff retention
Timeline
Front Office Manager
Holiday Inn Express Suites/Candlewood Suites
06.2024 - Current
Front Desk Agent
Hilton Garden Inn
01.2020 - 02.2024
Assistant General Manager
Holiday Inn Express and Suites
06.2017 - 06.2024
Home Manager
PHP of Alabama
08.2013 - 06.2024
Customer Service Support Representative
Laboratory Corporation of America
03.2006 - 08.2019
Phlebotomist
Laboratory Corporation of America
01.2000 - 03.2006
Bachelor's of Arts in Culinary Arts -
Virginia College
Bachelor of Arts - Social Work
Samford University
Bachelor of Science - Political Science
Samford University
Bachelor of Science - Medical Laboratory Technology
Jefferson State Community College
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