Mandy Brown
Ocean Shores
Summary
Dynamic professional with a proven track record at Canterbury Inn, excelling in guest issue resolution and payment processing. Recognized for enhancing customer satisfaction through personalized service and effective conflict resolution. Adept at utilizing hotel management software to streamline operations and foster strong relationships, driving repeat business and loyalty.
Overview
7
7
years of professional experience
Work History
Front Desk Agent
Canterbury Inn
02.2024 - Current
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
Universal Banker
1st Security Bank of Washington
01.2019 - 06.2024
- Opened checking, savings, money market and certificates of deposit accounts and ordered checks, debit cards and furnished online banking details to facilitate new transactions.
- Cashed checks, accepted deposits and withdrawals within assigned limits and calculated daily transactions using computers, calculators or adding machines.
- Supported branch operations, ensuring compliance with all federal and state regulations as well as bank policies.
- Improved customer satisfaction by providing personalized banking solutions and addressing client needs promptly.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Identified customer financial needs through in-person efforts, cold calls, referrals, and marketing while providing strong product knowledge and quality service.
- Managed escalated phone calls by applying conflict resolutions skills and extensive knowledge of bank policies, products, and services.
- Collaborated with team members to achieve branch performance metrics, fostering a positive work environment.
- Increased referral rates by forging strong connections with customers and identifying potential business development opportunities.
- Trained and mentored junior banking staff to maximize performance, efficiency, and compliance.
- Enhanced cross-selling capabilities by offering tailored financial products and services to existing clients.
Marketing
Costco
01.2018 - 03.2020
- Created and sold comprehensive marketing solutions.
- Managed marketing budget efficiently, maximizing return on investment for marketing activities.
- Developed comprehensive digital marketing plans for clients encompassing social media advertising, content marketing, and search engine optimization tactics.
- Streamlined marketing processes for increased efficiency and better project management.
- 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.
Education
High School Diploma -
Satellite High Scool
Burien, Wa08-1994
Skills
- Hotel management software
- Reservation management
- Payment processing
- Customer relationship management
- Conflict resolution
- Organizational skills
- Communication skills
- Team collaboration
- Guest issue resolution
Timeline
Front Desk Agent
Canterbury Inn
02.2024 - Current
Universal Banker
1st Security Bank of Washington
01.2019 - 06.2024
Marketing
Costco
01.2018 - 03.2020
High School Diploma -
Satellite High Scool
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