Mariah Byl

• Deliver exceptional support at a centralized HR call center for all U.S. Bank employees, resolving inquiries related to payroll, benefits, policies, HR systems, and internal navigation via phone and chat.
• De-escalate complex or sensitive employee concerns and collaborate with cross-functional HR teams, to ensure timely resolution.
• Identify and report outdated HR policy content; actively contribute feedback and recommendations from employees to improve internal documentation and procedures.
• Met and exceeded daily productivity metrics by efficiently managing call and volume and following internal procedures.
• Assisted in an interim Employee Services Administration role, handling employment verifications, weekly reporting, case management, and managing digital HR mail correspondence.
• Streamlined operations by cleaning and organizing HR SharePoint folders, Excel master files.updating ServiceNow templates.
• Successfully trained a team member to take over the interim role, ensuring a smooth transition and continued team productivity.

• Proficient in Microsoft Office Suite (Excel, Outlook, Word), Adobe Acrobat, ServiceNow, Workday, AI, and internal knowledge management tools.

• Delivered exceptional support at a centralized HR call center for all U.S. Bank employees, resolving inquiries related to payroll, benefits, policies, HR systems, and internal navigation via phone and chat.
• De-escalated complex or sensitive employee concerns and collaborated with cross-functional HR teams, to ensure timely resolution.
• Identified and reported outdated HR policy content; actively contributed feedback and recommendations from employees to improve internal documentation and procedures.
• Met and exceeded daily productivity metrics by efficiently managing call volume and following internal procedures.
• Supported a large onboarding documentation project by sorting, researching, and processing historical fingerprinting records in accordance with retention policies.

• Supervised daily operations at the front desk, lead a team of 10 in providing extraordinary guest service.
• Created weekly staff schedules based on occupancy forecasts and department needs, ensuring appropriate coverage and workload distribution.
• Trained and coached front office team members on customer service, reservation protocols, and property procedures.
• Assisted across multiple departments—housekeeping, restaurant, events, and maintenance—and provided support to understaffed departments as needed.
• Resolved customer service issues, including guest complaints, overbookings, and room discrepancies, and determined reasonable compensation / Refund
• Co-Developed a manual check-in/check-out process using Microsoft Excel during a month-long outage of the MARSHA reservation system, ensuring uninterrupted service.
• Responded to urgent matters while on-call

• Provided high-level administrative support to the Front Office Manager and Director of Rooms.
• Updated and maintained training manuals, new-hire onboarding materials, and Standard Operating Procedures (SOPs) for audit compliance.
• Assisted as delegator to Manage payroll timecards across departments (front office, housekeeping, and maintenance), .
• Resolved customer service issues, including guest complaints, overbookings, and room discrepancies, determine reasonable compensation / Refund , using professional communication and conflict-resolution skills.
• Oversaw guest review platforms; composed professional responses and tracked feedback for continuous service improvement.
• Assisted as delegator with processing vendor invoices, tracked supply inventory, and coordinated ordering to maintain necessary stock levels.
• Trained and supervised front desk agents; conducted performance evaluations and daily task coordination.
• Increased revenue by instilling a room upgrade upskill program

Recognition: Associate of the Year (2019) and Quarter 1 (2019).

• Scheduled appointments, maintained calendars, and supported office-wide organization.
• Entered quarterly and annual accounting data, and updated client records.
• Handled billing, form scanning, processing of large payment batches, mail preparation, and managed account updates and order fulfillment.
• Provided direct customer service by phone and email
• Managed office supplies inventory and placing orders when necessary.
• Managed database systems containing customer contact information.
• Ensured efficient operation of office equipment such as cameras, printers, copiers and fax machines.

• Coordinated hotel event bookings, tours, and client communications.
• Maintained calendars for meeting spaces and guest room blocks.
• Assembled and arranged conference and banquet rooms according to event specifications.
• Drafted event contracts and ensured accurate rate/space management.
• Resolved client issues in a timely and courteous manner