LaRon Majors
Newport News,United States
Summary
Dynamic Customer Service Manager with over 9 years of experience leading teams and enhancing guest relations within the hospitality industry. Expertise in conflict resolution and customer retention drives service excellence while optimizing guest experiences. Commitment to fostering a culture of collaboration and innovation elevates service standards, consistently achieving outstanding customer satisfaction. Recognized for a proactive approach to identifying and addressing issues, with a strong focus on process optimization and supporting team objectives in fast-paced environments.
Overview
10
10
years of professional experience
Work History
Tour Desk Lead
Spinnaker Resorts
09.2024 - Current
- Lead tour desk operations ensuring smooth guest experiences and effective issue resolution.
- Coordinate and manage daily tour schedules, optimizing Sales Rep availability.
- Conduct regular audits of inventory and data for accuracy and compliance.
- Facilitate communication between departments to address and resolve guest concerns.
- Train and mentor new staff, ensuring adherence to policies and high service standards.
- Lead tour desk operations, supervise staff scheduling, and optimize guest experiences while maintaining service excellence and resolving complex booking challenges
- Drive revenue through strategic tour package creation, implement streamlined booking processes, and enhance customer satisfaction rates
- Coordinate with resort departments to deliver seamless guest experiences, mentor team members, and establish effective communication protocols
Sales Gallery Coordinator
Hilton Grand Vacations
06.2023 - 09.2024
- Manage front desk operations, ensuring efficient call handling and guest satisfaction.
- Coordinate with management to resolve guest issues, enhancing service quality.
- Organize Sales Executives’ schedules, maintaining adherence to tour rules.
- Verify guest qualifications for tours, ensuring optimal tour assignments.
- Prepare and distribute guest gifts, ensuring timely and accurate reporting.
- Streamlined front desk operations by implementing efficient task routing system, reducing guest wait times and elevating service standards.
Program Support Specialist
Texas Department of Agriculture
05.2022 - 06.2026
- Provided technical support and general quality assurance reviews of information included in assigned Contracting Entity (CE) Administrative Review (AR) Notices; prepared, edited, proof and distributed correspondence, reports, forms, studies and documents in compliance with agency and section processes and procedures.
- Coordinated the Contracting Entity (CE) Notification processes (in collaboration with other Community Operations staff, and/or other designated staff) to ensure the timely and accurate notification of Administrative Review (AR) results so CE's can take the appropriate next steps.
- Scheduled employment interviews for division management, assist in preparing the interview packet which includes the interview questions, skills exercise, scoring matrix; monitor interviews to ensure their overall success.
- Provided technical assistance to staff, Contracting Entities (CEs), and other stakeholders regarding the CE review notification process, TXUNPS access and general applications, and general program resource materials available to CEs.
- Opened, reviewed, routed and tracked incoming mail; process outgoing mail; and coordinate and prepare mail-outs for various programs to provide to TDA staff and/or the public.
- Maintained tracking system(s) for monitoring office operations
- Assisted with ordering and maintaining an adequate inventory of office supplies for the assigned TDA F&N Office; and completed purchase requests and receiving reports for the assigned TDA F&N Office.
- Created and maintained databases; compiled statistical data; prepared various charts, graphs and written summaries; assisted in preparing division reports; developed, coordinated and maintained record keeping and filing system for correspondence, forms, reports and documents in accordance with Agency Records Management Policy
- Served as the records coordinator for an assigned TDA F&N Field Office.
- Planned and scheduled meetings and/or conferences; scheduled travel arrangements and prepared travel vouchers for staff.
- Assisted in the development of administrative and technical assistance policies and procedures.
- Frequently used Share Point, Teams, Excel, Outlook, PowerPoint, Word, and Adobe Acrobat Pro in order to successfully complete internal affairs.
Executive Assistant
Giggles Therapy, LLC.
11.2021 - 05.2022
- Managed executive schedules, enhancing team productivity and coordination.
- Led a team of 4, streamlining administrative processes and improving efficiency.
- Coordinated meetings and events, supporting senior management and business growth.
- Developed reports and presentations, aiding executive decision-making.
- Resolved billing issues, maintaining financial accuracy and client satisfaction.
- Implemented digital scheduling system that reduced meeting conflicts by 4 hours weekly while managing executive calendars for C-suite leaders
- Analyzed administrative workflows and introduced process improvements that enhanced team efficiency, reducing task completion time
- Orchestrated cross-departmental initiatives and corporate events, fostering stronger interdepartmental relationships and communication
Captioning Assistant
CapTel Service Specialists
03.2021 - 11.2021
- Consistently met quality standards by adhering to company policies.
- Delivered real-time captioning services while maintaining strict quality standards and confidentiality protocols for hearing-impaired clients
- Streamlined captioning workflow processes to enhance accuracy and reduce response time while managing high-volume communication sessions
- Facilitated clear communication between callers by providing accurate, real-time text transcription while maintaining professional discretion
- Monitored and adjusted caption quality through systematic review processes, ensuring optimal service delivery for diverse user needs
- Participated in team quality improvement initiatives while maintaining consistent performance metrics and service standards
- Enhanced service delivery through continuous quality monitoring and implementation of process improvements for diverse user requirements
Administrative Assistant
Tarrant County Community College
01.2016 - 01.2020
- Handled calls and messages, ensuring efficient communication flow.
- Created campus event graphics, enhancing visual communication.
- Managed reception, providing professional visitor assistance.
- Completed clerical tasks, supporting office operations.
- Ordered supplies, maintaining inventory for office efficiency.
- Streamlined administrative workflows by implementing digital filing system, reducing document retrieval time and enhancing departmental productivity.
- Developed automated tracking system for office supplies, optimizing inventory management and preventing resource shortages.
- Coordinated cross-departmental communications and events, fostering stronger relationships between faculty and administrative staff.
- Established comprehensive filing protocols for sensitive student records, ensuring data accuracy and confidentiality compliance.
Education
Associate's Degree - Liberal Arts
North Shore Community College
Danvers, MA05.2011
Bachelor's Degree - Early Childhood Education
Salem State University
Salem, MA05.2014
Bachelor of Arts - Spanish
Salem State University
Salem, Massachusetts, MA05-2014
Skills
- Team Leadership
- Customer Retention
- Conflict Resolution
- Guest Relations
- Service Excellence
- Friendly, positive attitude
- Decision-making
- Staff training and development
- Task delegation
- Documentation and reporting
- Project management
Languages
Spanish
Limited Working
Timeline
Tour Desk Lead
Spinnaker Resorts
09.2024 - Current
Sales Gallery Coordinator
Hilton Grand Vacations
06.2023 - 09.2024
Program Support Specialist
Texas Department of Agriculture
05.2022 - 06.2026
Executive Assistant
Giggles Therapy, LLC.
11.2021 - 05.2022
Captioning Assistant
CapTel Service Specialists
03.2021 - 11.2021
Administrative Assistant
Tarrant County Community College
01.2016 - 01.2020
Bachelor's Degree - Early Childhood Education
Salem State University
Associate's Degree - Liberal Arts
North Shore Community College
Bachelor of Arts - Spanish
Salem State University