Summary
Overview
Work History
Education
Skills
Timeline
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LaToya Wilson

Chicago,IL

Summary

Dynamic leader with a proven track record at Krispy Kreme, enhancing brand awareness and driving sales growth through effective staff management and customer relationship management. Skilled in operations management and staff development, consistently increasing customer satisfaction and employee retention. Achieved notable improvements in performance metrics and customer service excellence. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

9
9
years of professional experience

Work History

Assistant General Manager

Krispy Kreme
10.2018 - Current
  • Handled cash accurately and prepared deposits.
  • Motivated, trained, and disciplined employees to maximize performance.
  • Collaborated with the General Manager on marketing initiatives to increase brand awareness and drive sales growth.
  • Increased customer satisfaction by addressing and resolving concerns in a timely manner.
  • Resolved problems promptly to elevate customer approval.
  • Mentored staff members, fostering a supportive work environment that enhanced employee performance and retention.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Interacted well with customers to build connections and nurture relationships.
  • Trained and guided team members to maintain high productivity and performance metrics.

Guest Service Agent

Courtyard by Marriott
07.2015 - 12.2019
  • Resolved billing disputes promptly, maintaining professionalism and customer satisfaction throughout the process.
  • Collected room deposits, fees, and payments.
  • Maximized revenue by upselling room upgrades and additional services.
  • Handled cash transactions accurately, balancing daily reports at the end of each shift.
  • Assisted guests with reservations, modifications, and cancellations to meet their travel needs.
  • Supported front desk team members during peak times, ensuring efficient operations under high-pressure situations.
  • Provided personalized recommendations for attractions and dining options in the area, enhancing guest experiences.
  • Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
  • Greeted guests upon arrival and offered assistance.
  • Assisted guests with check-ins, account inquiries, and any additional services needed.
  • Maintained a clean and welcoming lobby, ensuring a positive first impression for guests.
  • Maintained consistent positive customer feedback.
  • Coordinated transportation arrangements for guests, including airport pick-ups and drop-offs as needed.
  • Improved guest experience scores by consistently delivering exceptional service through active listening skills.

Education

High School Diploma -

Resin Orr CA High School
Chicago, IL

Skills

  • Staff Management
  • Inventory Control
  • Operations Management
  • Staff Development
  • Customer Relationship Management (CRM)

Timeline

Assistant General Manager

Krispy Kreme
10.2018 - Current

Guest Service Agent

Courtyard by Marriott
07.2015 - 12.2019

High School Diploma -

Resin Orr CA High School

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LaToya Wilson