Kywana K. Wilson
Fort Lauderdale ,Florida
Summary
A leadership position where I can develop, implement and utilize my skills and education. While joining an established organization at a challenging and rewarding position as a customer service representative with potential career growth.
Overview
14
14
years of professional experience
Work History
Account Manager
Cable & Wireless Business
05.2014 - 09.2018
- Monitoring the day to day performance of each business account
- Proactively seeking out new business clients
- Identify new sales opportunities within existing accounts to remain a client-account manager relationship by upselling
- Identify accounts that are past due and requesting payment
- Achieving sales targets
- Assisting customer daily with any day to day issues
- Raising service orders and queries
- Attending clients meetings
- Offering world class service to both potential and existing customer
- Completing administrative work
Customer Support/Call Centre Lead
IQor
11.2012 - 02.2014
- Obtains client information by answering telephone calls; interviewing clients; verifying information
- Determine eligibility
- Establishes policies by entering client information; confirming pricing
- Sales, Data Entry, document processing
- Maintain communication equipment
- Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures
Front Desk Agent
Tuscany Resort
10.2011 - 10.2012
- Register & Guest check-in
- Reservations
- Prepare welcome letters and keys guest
- Manage client information database
- Data entry
- Hotel switchboard
- Manage owners monthly accounts and statements
- Purchase items on behalf of owner as needed
- Create and updated service directory
- Night audit
- Accounts receivables
Ticketing Agent
American Airlines
08.2010 - 10.2011
- Administrative duties
- Refunds/Claims/Ticket stock inventory
- Ticketing/Check-in/boarding of passengers
- Reservations
- Customer service
Front Desk Agent (Part-Time)
Holiday Inn Express
02.2010 - 07.2010
- Guests Check-in and out
- Reservations
- Dealt with Guest complaints & inquiries
- Notify Management immediately of any guest, employee, or cash concerns
- Ensure compliance of safety and security standards
Front Desk Manager/Hotel Management Trainee
Windsong Resort
12.2008 - 12.2009
- Administrate hotel operation systems such as Property Management System, Reservation System and Point of Sales System
- Manage Front Desk Staff and Jojo Café Staff
- Created weekly work schedules for employees
- Development & design guest service directory
- Maintaining customer relations
- Processing daily cash and charge reports
- Monitored all the food and beverage operations to maintain maximum customer satisfaction and operational efficiency
Intern Student
Johnson & Wales Travel Practicum
03.2007 - 05.2007
- Prepared and shipped over 150 brochures per day
- Customer Service
- Answered phone calls and directed call to the appropriate staff members
- Provided guests with information on local attractions, events and restaurants
Intern Student
Ritz Carlton Beach & Golf Resort
03.2005 - 06.2005
- Preparation of guest rooms
- Assigned various special projects
- Concierge for VIP guest
- Human resources
- Training of new employees
Education
Bachelor of Science - Hospitality Management
Johnson & Wales University
Providence, RI05.2008
Associate - Travel & Tourism Management
Johnson & Wales University
Providence, RI11.2007
Associate - Hospitality Studies
Turks & Caicos Islands Community College
Providenciales, TCI05.2005
Skills
- Strong written & verbal communication skills
- Strong organizational and decision-making skills
- Problem solving
- Leadership
- Team building strength
- Excellent organizational skills
- Time-management
- Ability to lead
- Ability to train
- Ability to maintain an enthusiastic, productive staff
- Self-motivated
- Productive
- Organized efficient work habits
- Proficient in IQWare
- Proficient in Microsoft Word
- Proficient in Excel
- Proficient in PowerPoint
References
- Joanne Missick, Country Manager, FLOW, Providenciales, 231-4644
- Olga Taylor, HR Manager, American Airlines, Providenciales, TCI, 232-1199
- Terria Missick, Manager, The Tuscany, Providenciales, 332-1313
- Jason Bergstrom, Program Manager, Iqor, Miramar, FL, 954-266-3181
Timeline
Account Manager
Cable & Wireless Business
05.2014 - 09.2018
Customer Support/Call Centre Lead
IQor
11.2012 - 02.2014
Front Desk Agent
Tuscany Resort
10.2011 - 10.2012
Ticketing Agent
American Airlines
08.2010 - 10.2011
Front Desk Agent (Part-Time)
Holiday Inn Express
02.2010 - 07.2010
Front Desk Manager/Hotel Management Trainee
Windsong Resort
12.2008 - 12.2009
Intern Student
Johnson & Wales Travel Practicum
03.2007 - 05.2007
Intern Student
Ritz Carlton Beach & Golf Resort
03.2005 - 06.2005
Bachelor of Science - Hospitality Management
Johnson & Wales University
Associate - Travel & Tourism Management
Johnson & Wales University
Associate - Hospitality Studies
Turks & Caicos Islands Community College
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