Marquionna ( Casey) Battle
Dallas,TX
Summary
Agile and adaptable staff leader with stellar work history, motivational approach and upbeat nature. Skilled at training employees and leveraging organized approaches to handle daily planning, scheduling and customer service requirements. Forward-thinking and industrious with diplomatic communication style focused on maximizing engagement and satisfaction.
Overview
7
7
years of professional experience
Work History
Concierge
Worth Ross Management
01.2023 - Current
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Addressed customer inquiries with timely and professional responses via phone, email and in-person interactions.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Managed daily operations of concierge desk and monitored staff performance to proactively address inefficiencies.
- Greeted guests upon arrival and offered directions to key amenities to cultivate quality hotel experiences.
- Maintained front desk's concierge book to provide visitors with access to relevant local information.
- Worked closely with guests, some VIP, or celebrity, with high degree of respect for privacy.
- Developed relationships with local businesses to secure discounts and special offers for guests.
- Developed and implemented guest service policies and procedures to drive loyalty and referrals.
- Facilitated guest check-in and check-out processes to reduce wait times and increase guest convenience.
- Managed front office operations of busy hotel, delivering 5-star service to cultivate loyalty and satisfaction.
- Trained staff in delivering top-quality hotel services in alignment with hotel reputation and mission statement.
- Facilitated visitor requests for dining and tourist attractions by researching various venues and locales.
- Explained security policies and procedures to guests and hotel staff to promote visitor confidence and safety.
- Coordinated ground and air travel arrangements for business and leisure customers to support satisfaction.
- Created welcoming and comfortable environment for guests.
- Greeted guests upon arrival by providing warm welcome.
- Responded to guest inquiries to maximize guest satisfaction.
- Handled customer complaints to satisfy and retain guests.
- Managed check-in and check-out procedures for guests.
- Maintained accurate and up-to-date records of guest information.
- Assisted with luggage handling, valet services and concierge services.
- Upheld hotel policies and procedures by providing high level of customer service.
- Facilitated and coordinated transportation services for guests.
- Provided each guest with list of resort's upcoming activities and events upon check-in to enhance stays.
- Provided accurate information regarding local attractions, restaurants and activities.
Assistant Property Manager
CxC Talent Solutions
03.2021 - 12.2022
- Followed up on delinquent tenants and coordinated collection procedures.
- Handled tenant complaints promptly and appropriately, calling in repairmen, and other support services.
- Completed final move-out walk-throughs with tenants to identify required repairs.
- Kept accurate records of all resident and tenant correspondence.
- Verified income, assets, and expenses, and completed file tracking sheet for each applicant.
- Established strong, professional relationships with residents by promoting team collaboration and delivering exemplary service.
- Oversaw monthly collections and maintained high payment rates by building positive relationships with tenants.
- Showed apartments to potential tenants and answered questions regarding community.
- Escalated major issues to property manager for immediate remediation.
- Complied with safe housing requirements and contractual obligations by resolving tenant issues and service needs.
- Kept records accurate, detailed and fully compliant with reporting requirements to meet state, local, and federal housing requirements.
- Resolved conflicts between tenants regarding noise, encroachments, and parking.
- Inspected common areas for cleanliness and notified maintenance of overflowing trash.
- Processed security deposit refunds.
- Posted policies and rules in common areas for tenant review.
- Conducted property showings to highlight features, answer questions, and redirect concerns to close contracts.
- Collected and maintained careful records of rental payments and payment dates.
- Communicated effectively with owners, residents, and on-site associates.
- Implemented and enforced policies and procedures to maintain properties to highest standards.
- Coordinated appointments to show marketed properties.
- Generated leads for sales and rental properties through cold calls and referrals.
- Delivered emergency 24-hour on-call service for tenants on building issues.
- Generated professional networks by engaging in professional, industry and government organizations.
- Analyzed operational information for impact on ROI, identified trends and recommended appropriate adjustments.
- Developed annual operating budgets and forecasts, as well as sales and marketing plans.
- Planned special events such as lotteries, dedications and project tours.
- Investigated property owners and researched current mineral rights details by reviewing hardcopy and digitized records.
- Consulted with landowners to obtain mineral access rights and promote drilling operations on private land.
Leasing Agent
Greystar
02.2020 - 03.2021
- Handled tenant communications by quickly responding to requests for maintenance and answering any questions or concerns.
- Performed background, reference and credit checks as part of screening process of prospective tenants.
- Resolved conflicts between tenants regarding noise, encroachments, and parking.
- Distributed and followed up on tenant renewal notices.
- Toured property with prospective tenants and provided wealth of information in regards to its key features.
- Participated in property inspections to prepare for move-ins and move-outs.
- Kept records accurate, detailed and fully compliant with reporting requirements to meet state, local, and federal housing requirements.
- Scheduled various contractors to complete needed work on vacant and occupied units.
- Used resident portal to keep record of financial transactions and rental applications.
- Invited prospects to fill out application upon completion of property tour.
- Conducted property tours to highlight features of properties.
- Verified tenant incomes and other information before accepting lease applications.
- Greeted clients, showed apartments, and prepared leases.
- Assisted prospective tenants in paperwork completion and other logistics to facilitate smooth move-in processes.
- Collected rent and tracked resident payments and information in computer system.
Concierge
Texas Concierge
05.2019 - 02.2020
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Addressed customer inquiries with timely and professional responses via phone, email and in-person interactions.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Managed daily operations of concierge desk and monitored staff performance to proactively address inefficiencies.
- Worked closely with guests, some VIP, or celebrity, with high degree of respect for privacy.
- Facilitated guest check-in and check-out processes to reduce wait times and increase guest convenience.
- Managed front office operations of busy hotel, delivering 5-star service to cultivate loyalty and satisfaction.
- Trained staff in delivering top-quality hotel services in alignment with hotel reputation and mission statement.
- Facilitated visitor requests for dining and tourist attractions by researching various venues and locales.
- Coordinated ground and air travel arrangements for business and leisure customers to support satisfaction.
- Created and maintained comprehensive database of local attractions and restaurants to assist personnel in recommending guest entertainment.
- Handled customer complaints to satisfy and retain guests.
- Greeted guests upon arrival by providing warm welcome.
- Created welcoming and comfortable environment for guests.
- Responded to guest inquiries to maximize guest satisfaction.
- Maintained high level of professionalism and discretion when dealing with guests.
- Maintained accurate and up-to-date records of guest information.
Customer Service Representative
Wheeler Staffing Partners
10.2017 - 02.2019
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Tracked customer service cases and updated service software with customer information.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Receptionist
Cerda Industries
08.2017 - 01.2018
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Kept reception area clean and neat to give visitors positive first impression.
- Answered phone promptly and directed incoming calls to correct offices.
- Responded to inquiries from callers seeking information.
- Resolved customer problems and complaints.
- Corresponded with clients through email, telephone, or postal mail.
- Handled cash transactions and maintained sales and payments records accurately.
- Managed multiple tasks and met time-sensitive deadlines.
- Maintained confidentiality of information regarding clients and company.
- Restocked supplies and submitted purchase orders to maintain stock levels.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Answered central telephone system and directed calls accordingly.
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
- Organized, maintained and updated information in computer databases.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
HR Assistant
Double Diamond Companies
09.2016 - 07.2017
- Documented human resources records and maintained confidentiality of sensitive personal information.
- Responded to inquiries by answering telephone calls, in-person questions and emails.
- Updated Human Resources Information System (HRIS) database, maintained data accuracy and assisted with system changes.
- Maintained office supplies, distributed mail and processed invoices for payment.
- Supported coordination of benefits open enrollment activities and process.
- Reviewed and screened applicant resumes to identify qualified candidates.
- Coordinated and set up meeting materials, presentations and audiovisual systems.
- Filed paperwork, sorted, and delivered mail and maintained office organization.
- Conducted new hire orientation to verify completion of appropriate paperwork, recording information on human resources database.
- Monitored employee attendance and performance to verify punctuality and absences, addressing issues in accordance with company policies and procedures.
- Organized new employee orientation schedules for new hires.
- Processed employee termination paperwork at direction of supervisory staff.
- Answered and redirected incoming phone calls for office.
- Screened applicant resumes and coordinated both phone and in-person interviews.
- Coordinated itineraries and scheduled appointments for human resources staff.
Education
Associate of Arts -
Missouri Southern State University
Joplin, MO05.2018
High School Diploma -
Adair High School
Adair, OK05.2015
Skills
- Personnel Management
- Hospitality Management
- Item Pickup and Delivery
- Microsoft Onenote
- Personalized Support
- Special Requests
- Guest Registration
- Emergency Situations
- Guest Accommodations
- Calendar and Scheduling Software
- Front Desk Operations
- Concierge Assistance
- Status Updates
Timeline
Concierge
Worth Ross Management
01.2023 - Current
Assistant Property Manager
CxC Talent Solutions
03.2021 - 12.2022
Leasing Agent
Greystar
02.2020 - 03.2021
Concierge
Texas Concierge
05.2019 - 02.2020
Customer Service Representative
Wheeler Staffing Partners
10.2017 - 02.2019
Receptionist
Cerda Industries
08.2017 - 01.2018
HR Assistant
Double Diamond Companies
09.2016 - 07.2017
Associate of Arts -
Missouri Southern State University
High School Diploma -
Adair High School
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