Makyla Williams
Alexandria,VA
Summary
Highly organized Concierge with a background in providing top-notch customer service in luxury environments. Skilled in responding promptly to guest inquiries and concerns, managing reservations, and coordinating special events. Strengths include strong problem-solving skills, time management, multitasking, and ability to maintain calm under pressure. Notable for creating personalized experiences that enhance customer satisfaction and loyalty. Resourceful Concierge known for high productivity and efficient completion of tasks. Specialize in guest services management, local area expertise, and event coordination. Excel in communication, problem-solving, and adaptability, ensuring guest satisfaction and seamless operations.
Overview
9
9
years of professional experience
Work History
Air Concierge/Line Technician
Signature Flight Support
Dulles, VA
02.2022 - 09.2024
- Greeted customers and answered their inquiries regarding hotel services, amenities, and local attractions.
- Managed incoming calls from guests ensuring that all requests were handled efficiently and accurately.
- Ensured compliance with safety regulations within the workplace by following established guidelines.
- Monitored inventory levels of supplies required for daily operations including brochures and maps.
- Troubleshot mechanical issues with line machinery and identified potential solutions.
- Scheduled regular preventative maintenance to ensure optimum performance of all line machines.
- Ensured that safety protocols were followed during all production line operations.
- Acted as a liaison between hotel management and guests to address special needs or concerns.
Customer Service Representative Team Lead
Boakye Properties Inc.
Baltimore, MD
10.2020 - 01.2022
- Created, implemented and maintained departmental policies and procedures.
- Developed customer service strategies to improve customer satisfaction ratings.
- Monitored team performance metrics such as call wait times, average handle time and first call resolution rates.
- Conducted regular one-on-one meetings with staff members to discuss individual performance goals.
- Resolved escalated customer complaints in a timely manner.
- Trained newly hired Customer Service Representatives on company policies, procedures and protocols.
Assistant Team Leader
Citadel Assembly
Stafford, VA
02.2016 - 07.2020
- Assisted team leader in managing daily operations, delegating tasks and monitoring performance.
- Provided guidance to team members on various aspects of their job roles.
- Ensured that all team members were aware of their responsibilities and deadlines for completion of tasks.
- Organized and facilitated regular meetings with the team to discuss progress and plan future activities.
- Conducted performance reviews for each individual member of the team, providing feedback where necessary.
- Developed strategies to increase efficiency within the team by streamlining processes and procedures.
- Monitored workflow and identified areas for improvement in order to maximize productivity levels.
Skills
- Travel Coordination
- Administrative Support
- Transportation Coordination
- Quality Assurance
- Guest Relations
- Reservation coordination
- Customer Service
- Reservations Management
- Safety Procedures
- Conflict resolution expertise
- Consultative Sales
- Team Supervision
- Hospitality
- VIP services
- Strong Work Ethic
- Project Oversight
- Bookkeeping
- Team Collaboration
- Writing reports
- Customer Relationship Management
- Team training and development
- Customer Retention
- Customer Engagement
- Call Control
- Customer queries
Timeline
Air Concierge/Line Technician
Signature Flight Support
02.2022 - 09.2024
Customer Service Representative Team Lead
Boakye Properties Inc.
10.2020 - 01.2022
Assistant Team Leader
Citadel Assembly
02.2016 - 07.2020
Similar Profiles
Samira LeonSamira Leon
Customer Service Specialist at Signature Flight SupportCustomer Service Specialist at Signature Flight Support
Ashley CummingsAshley Cummings
Customer Service Representative at Signature Flight SupportCustomer Service Representative at Signature Flight Support
Trey NofsingerTrey Nofsinger
Ramp Services Technician at Signature Flight SupportRamp Services Technician at Signature Flight Support
Kunanoon HataitaraKunanoon Hataitara
Line Service Technician at Signature Flight SupportLine Service Technician at Signature Flight Support
Trinity OwusuTrinity Owusu
Patient Observation Associate at Inova FairfaxPatient Observation Associate at Inova Fairfax