Latoya English
Rochester,NY
Summary
Diligent customer service professional with a solid background in managing front desk operations and ensuring a smooth daily workflow. Proven ability to handle high-volume environments and effectively address guest inquiries and concerns. Demonstrated excellent communication and organizational skills to enhance guest experiences and support team objectives. Extensive experience in providing exceptional customer service and administrative support, with a strong focus on collaboration and adapting to changing needs. Skilled in managing multi-line phone systems, scheduling, and maintaining a welcoming environment. Reliable, organized, and poised, with a strong ability to enhance front desk efficiency and client satisfaction.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Front Desk Receptionist
Best Western Premier
07.2024 - Current
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Scheduled, coordinated and confirmed appointments and meetings.
- Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
- Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
- Collected room deposits, fees, and payments.
- Enhanced customer satisfaction by providing efficient and professional front desk services.
- Scheduled appointments accurately using reservation software, reducing conflicts or doublebookings.
- Supported administrative tasks such as filing, data entry, and document preparation for more efficient office workflow.
- Handled sensitive customer information with confidentiality, adhering to company privacy guidelines.
Licensed Practical Nurse
Home Care
06.2021 - 01.2024
- Improved patient outcomes by administering medications, monitoring vital signs, and documenting relevant information.
- Demonstrated excellent technical skills in wound dressing changes, IV therapy administration, catheter insertion, and other routine nursing procedures.
- Managed patient care through closely monitoring respiration, blood pressure, and blood glucose levels.
- Used aseptic techniques to provide sterilized wound care and dressing applications.
- Increased patient satisfaction scores by consistently delivering high-quality nursing care tailored to individual needs and preferences.
- Improved patient satisfaction with empathetic communication and timely response to needs.
- Delivered wound care and managed dressings, preventing infections and promoting healing.
Licensed Practical Nurse
Dr Sheriff
10.2023 - 11.2023
- Improved patient outcomes by administering medications, monitoring vital signs, and documenting relevant information.
- Demonstrated excellent technical skills in wound dressing changes, IV therapy administration, catheter insertion, and other routine nursing procedures.
- Documented accurate and complete patient information to address patient problems and expected outcomes.
- Cared for wounds, provided treatments, and assisted with procedures.
- Obtained patient vital signs and input/output measurements from inpatients.
Customer Service Clerk
Conduent
11.2018 - 03.2019
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Passenger Service Agent
Jamaica Dispatch Services
08.2017 - 10.2018
- Check in passengers, assist wheel chair passengers to and from the aircraft, assisted unaccompanied minors to and from the aircraft
Administrative Assistant
Spanish Town Police Station
09.2013 - 09.2013
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
- Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
- Developed filing system for historical documents, preserving important company records and improving access to information.
- Improved document processing speed by introducing automated templates for routine correspondence.
- Managed filing system, entered data and completed other clerical tasks.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
- Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
Education
Healthcare AssistantPatient Care Assistant Level 2 - Allied Health Care
Garmex HEART Academy
Kingston Jamaica09.2023
Nail Technology Level 3 -
HEART Beauty College
Kingston Jamaica03.2021
High School Diploma - 6 CSEC Subjects
St. Catherine High
St Catherine Jamaica06.2009
Skills
- Customer service
- Attention to detail
- Time management
- Listening skills
- Verbal and written communication
- Team collaboration
- Skilled in Microsoft
- Initiative-taking
Certification
- Allied Healthcare Level 2, 09/30/23
- Advanced Nail Technology level 3, 03/31/20
Personal Information
- Date of Birth: 11/20/91
- Gender: Female
- Nationality: Jamaican
References
Fitzroy Briggs, Justice of the Peace, Spanish Town, 18768654129
Hobbies and Interests
- Traveling
- Reading
- Writing
Timeline
Front Desk Receptionist
Best Western Premier
07.2024 - Current
Licensed Practical Nurse
Dr Sheriff
10.2023 - 11.2023
Licensed Practical Nurse
Home Care
06.2021 - 01.2024
Customer Service Clerk
Conduent
11.2018 - 03.2019
Passenger Service Agent
Jamaica Dispatch Services
08.2017 - 10.2018
Administrative Assistant
Spanish Town Police Station
09.2013 - 09.2013
Healthcare AssistantPatient Care Assistant Level 2 - Allied Health Care
Garmex HEART Academy
Nail Technology Level 3 -
HEART Beauty College
High School Diploma - 6 CSEC Subjects
St. Catherine High
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