Latisha Henderson
Summerville,SC
Summary
Positive and upbeat professional successful at balancing guest and business needs. Well-organized in managing check-in and check-out procedures and coordinating services with diverse team members. Good multitasking, planning, and communication skills.
Resourceful Customer Service Representative known for high productivity and efficient task completion. Specialized in communication, problem-solving, and time management skills, ensuring smooth operations in customer service environments. Excel in listening, empathy, and patience, which are crucial for addressing customer needs effectively and building positive relationships.
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
17
17
years of professional experience
Work History
Front Desk Agent/Night Auditor Supervisor
Maya Hotels/Candlewood Suites
Columbia , SC
08.2021 - 12.2023
- Assisted with check-in and check-out procedures for guests.
- Ensured that all safety regulations were followed according to company standards.
- Verified customer credit to establish payment method for accommodations.
- Kept records of room availability and guest accounts, manually or using computers.
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Resolved customer complaints promptly and courteously.
- Managed cash drawer responsibly throughout shift.
- Inputted guest information into computer system accurately and securely.
- Provided excellent customer service while upholding company policies.
- Performed bookkeeping activities to balance accounts and conduct nightly audits.
- Posted incidental charges to ledgers, manually or by using computers.
- Collaborated with colleagues to ensure smooth operations of front desk area.
Front Desk Agent/Night Auditor
Days Inn Hotel
Florence , SC
11.2019 - 08.2021
- Greeted, registered and assigned rooms to hotel or motel guests.
- Contacted housekeeping or maintenance staff to report room or building issues.
- Processed payments accurately and efficiently.
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Input and confirmed reservations for guests.
- Provided excellent customer service while upholding company policies.
- Resolved customer complaints promptly and courteously.
- Assisted with check-in and check-out procedures for guests.
- Answered telephones and greeted visitors to assist, answer questions and direct.
- Verified customer credit to establish payment method for accommodations.
- Answered guest inquiries, recommending shopping, dining or entertainment.
- Advised housekeeping staff of rooms vacated and ready for cleaning.
- Collaborated with colleagues to ensure smooth operations of front desk area.
- Kept records of room availability and guest accounts, manually or using computers.
- Computed bills, collected payments and made change for guests.
- Generated daily reports detailing occupancy levels, revenue amounts.
- Answered phones, responded to inquiries, and took messages.
- Provided information about hotel amenities, services, and local attractions.
- Performed bookkeeping activities to balance accounts and conduct nightly audits.
- Transmitted and received messages using telephones or telephone switchboards.
- Verified accuracy of room rates and other charges during check-in process.
Customer Service Representative
Assurant Solutions
Florence , SC
05.2007 - 02.2013
- Provided top quality control and eliminated downtime to maximize revenue.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Answered inbound calls, chats and emails to facilitate customer service.
- Conducted regular follow-up calls with customers after resolving their issues.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Provided accurate information about products and services to customers.
- Updated system with order specifics and customer details, preferences, and billing information.
- Maintained a high level of professionalism when dealing with difficult customers.
- Answered customer inquiries via phone, email, and chat.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Updated databases with new and modified customer data.
- Prevented key account losses by researching discrepancies and correcting problems.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Developed positive relationships with customers through friendly interactions.
Education
Bachelor of Arts - Psychology
Francis Marion University
Florence, SC05-2007
Skills
- Registration processing
- Transportation information
- Guest amenities
- Credit and cash payments
- Automated telephone systems
- POS systems
- Financial records oversight
- Guest services
- Report generation
- Conflict management
- Word processing
- Training and mentoring
- Hospitality services
- Information protection
- Hospitality best practices
- File management
- Oral and written communications
- Conflict and issue documentation
- Problem-solving skills
- Listening skills
- Time management
- Administrative support
- Office management
- Customer service
- Front desk management
- Microsoft office
Timeline
Front Desk Agent/Night Auditor Supervisor
Maya Hotels/Candlewood Suites
08.2021 - 12.2023
Front Desk Agent/Night Auditor
Days Inn Hotel
11.2019 - 08.2021
Customer Service Representative
Assurant Solutions
05.2007 - 02.2013
Bachelor of Arts - Psychology
Francis Marion University