Lakesha Hooks

• Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Responded to customer calls and emails to answer questions about products and services.
• Responded to customer needs through competent customer service and prompt problem-solving.
• Maintained high-quality service standards, ensuring positive customer feedback.
• Improved first-call resolution rates by providing accurate information and effective problem-solving skills.

• Responded to team support questions quickly to maintain call center efficiency.
• Handled advanced issues with calm, knowledgeable and professional approach.
• Ensured high-quality service by monitoring calls, providing feedback, and coaching team members on areas for improvement.
• Participated in the recruitment process to identify top talent for call center positions, ensuring a strong foundation for continued success.
• Developed strong relationships with clients through excellent communication skills and problem-solving abilities, leading to increased trust in our services.
• Evaluated individual agent performance regularly, identifying areas for improvement and creating targeted action plans accordingly.
• Responded to customer requests for products, services, and company information.

• Collected room deposits, fees, and payments.
• Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
• Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
• Resolved guest issues promptly, resulting in positive feedback and return visits.
• Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
• Enhanced guest satisfaction by efficiently managing check-in and check-out processes.
• Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment, and shopping activities.
• Used internal software to process reservations, check-ins and check-outs.
• Answered multi-line phone system and enthusiastically greeted callers.

• Efficiently managed personnel files, maintaining confidentiality while keeping records up-to-date and organized.
• Filed paperwork, sorted, and delivered mail and maintained office organization.
• Conducted new hire orientation to verify completion of appropriate paperwork, recording information on human resources database.
• Answered and redirected incoming phone calls for office.
• Monitored employee attendance and performance to verify punctuality and absences, addressing issues in accordance with company policies and procedures.
• Supported talent acquisition efforts by screening resumes, scheduling interviews, and performing reference checks for prospective candidates.
• Organized new employee orientation schedules for new hires.
• Supported HR Manager in strategic planning sessions focused on organizational development and growth.

( PART-TIME POSITION )