Mary Schroeder
KINGMAN,AZ
Summary
Experienced Front Desk professional offering superior hospitality service. Highly skilled in managing reservations, mitigating dissatisfaction and increasing guest loyalty through targeted service. Proficient in Software and Software, with friendly and decisive approach to resolving challenges.
Friendly and prompt Front Service Clerk with good skills using phone, computer and office equipment. Strong multitasking, communication and interpersonal skills. Unsurpassed mathematical skills and finesse handling front office operations.
Driven Front Desk Agent highly skilled in managing reservations, telephone calls and customer inquiries. Poised and professional with total commitment to guest satisfaction. Well-versed in mitigating customer dissatisfaction with prompt service and diplomatic communication.
Overview
27
27
years of professional experience
5
5
years of post-secondary education
Work History
Front Desk Clerk
Motel 6 Kigman East
Kingman, AZ
03.2013 - 08.2022
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
- Confirmed important personal and payment information for compliance with security and payment card industry standards.
- Responded swiftly to room requests and other inquiries made via establishment website, email or phone.
- Delivered above-and-beyond service to guests by making outside venue reservations and setting up tours.
- Introduced customers to resort amenities with pleasant and helpful demeanor.
- Resolved service-related problems and documented actions in system.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
- Collected room deposits, fees and payments.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Kept accounts in balance and ran daily reports to verify totals.
- Entered and updated sensitive customer information during check-ins and room changes.
- Politely welcomed arriving guests, providing room keys and information on amenities and policies.
Supervisor for Call Center
Affenata
Phoenix, AZ
12.2007 - 11.2009
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
- Prepared agendas and took notes at meetings to archive proceedings.
- Prepared reports to assist business leaders with key decision making and strategic operational planning.
- Trained team members on performance metrics and consumer behavior identification.
- Created team rotations to man center effectively during peak hours.
- Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.
- Executed Monthly Performance Plans with representatives to to identify production gaps.
- Assessed personnel performance and implemented incentives and team-building events to boost morale.
- Collaborated with training team to boost product support and certification training initiatives.
- Developed quality employees within call center to take over leadership positions.
- Maintained call center equipment in good working order to maximize productivity.
- Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
Customer Service Representative
Mecho Shade
Phoenix, AZ
03.2002 - 11.2009
Claims Representative
MECHO SHADE
PHOENIX, AZ
11.2002 - 11.2006
- Oversaw claim recoveries, subrogation and salvage.
- Sought out new clients and developed client relationships through networking, direct referrals, lead databases and cold calling.
- Worked productively in fast-moving work environment to process large volumes of claims.
- Followed up with customers on unresolved issues.
- Modified, updated and processed existing policies.
- Processed and recorded new policies and claims.
- Calculated adjustments, premiums and refunds.
- Coordinated with contracting department to resolve payer issues.
Asst. Manger
Circle K
Phoenix, AZ
07.1993 - 11.1997
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
- Directed promotion and brand loyalty efforts to build direct relationships with customers.
- Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements and evaluate progress toward goals.
- Introduced new products or services, increased marketing activities and improved customer service to drive sales.
- Made hiring recommendations to increase company's productivity and profitability with quality workers.
- Reviewed sales and gross profit report to assess company efficiency.
- Strengthened operational efficiency to remain cost-effective while maintaining quality service.
- Developed strategy to increase sales and drive profits.
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
- Reduced supply expenses, cut production costs and lowered financial expenditures to increase bottom line.
- Increased employee performance and job satisfaction to strengthen retention and engagement.
- Assisted in organizing and overseeing assignments to drive operational excellence.
Education
Associate Of General Studies - General Studies
Cortez High School
Phoenix, AZ 08.1984 - 05.1989
Skills
Multi-line phone systems
File management
Problem-solving skills
Till counting
Time management
Cash Handling
Room assignments
Registration processing
Lobby auditing
Office management
Conference and meeting planning
Supply replenishment
Training and mentoring
Sales expertise
Registration
Guest services
Clerical duties
Hospitality service expertise
Timeline
Front Desk Clerk
Motel 6 Kigman East
03.2013 - 08.2022
Supervisor for Call Center
Affenata
12.2007 - 11.2009
Claims Representative
MECHO SHADE
11.2002 - 11.2006
Customer Service Representative
Mecho Shade
03.2002 - 11.2009
Asst. Manger
Circle K
07.1993 - 11.1997
Associate Of General Studies - General Studies
Cortez High School
08.1984 - 05.1989