MAHOGANY GAMBLE
Summary
Results-driven professional with a strong background in customer service and front office management. Enhanced guest satisfaction and streamlined reservation processes through advanced computer skills and organizational abilities. Improved operational efficiency and delivered exceptional service by leveraging effective communication and a commitment to quality.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Front Desk Agent
Hilton Garden Inn
Camden
09.2024 - 03.2026
- Managed check-in and check-out processes efficiently while maintaining accuracy
- Managed reservations across phone, online, and walk-in channels to optimize guest booking experience
- Greeted guests professionally and provided exceptional customer service to ensure a positive experience
- Addressed guest inquiries and resolved concerns promptly to enhance overall satisfaction
- Processed payments, verified billing information, and balanced cash drawer
- Collaborated with housekeeping to ensure timely room readiness, contributing to guest satisfaction
- Maintained organized front desk area and upheld hotel policies and procedures
- Assisted guests with directions, local recommendations, and hotel amenities
Front Office
Hyatt Centric
Philadelphia
04.2021 - 09.2024
- Checked guests in and out efficiently, enhancing guest satisfaction and experience
- Handled guest inquiries, requests, and complaints with professionalism, contributing to positive guest relations
- Managed reservations, cancellations, and room assignments
- Coordinated with housekeeping to ensure timely room readiness
- Processed payments, deposits, and refunds accurately
- Communicated maintenance issues and followed up on repairs
- Supported upselling of room upgrades and hotel services, maximizing revenue opportunities
Mobile Expert/Virtual Assistant
T-Mobile
Cherry Hill
06.2018 - 04.2021
- Analyzed customer needs and recommended personalized solutions for phones, data plans, and add-on services
- Assisted inbound customers virtually (phone/chat) with selecting wireless devices, plans, and services tailored to their needs
- Acquired new customers and upsold products and services, contributing to sales performance targets
- Used digital tools and systems to process orders, activate services, and complete customer transactions
- Educated customers on products, promotions, billing, and technical features, enhancing overall customer experience
- Maintained up-to-date knowledge of new products, services, and company processes through continuous training
- Followed sales processes and met key performance metrics such as sales goals, quality, and customer experience scores
- Collaborated with team members and other departments to resolve customer concerns and improve service delivery
Education
High school diploma -
Atlantic City High School
Atlantic City, NJHealth and Human Services -
Ultimate Medical Academy
Clearwater, FLSkills
- Front desk
- Customer service
- Patient interaction
- Phone etiquette
- Client email correspondence
- Administrative Experience
- Organizational skills
- Time management
- HIPPA
- Medical terminology
- Microsoft Excel
- Computer skills
- Guest relations
- Communication skills
- Computer skills
Certification
Driver's License
Timeline
Front Desk Agent
Hilton Garden Inn
09.2024 - 03.2026
Front Office
Hyatt Centric
04.2021 - 09.2024
Mobile Expert/Virtual Assistant
T-Mobile
06.2018 - 04.2021
High school diploma -
Atlantic City High School
Health and Human Services -
Ultimate Medical Academy