Maxine Brown
Jonesboro,GA
Summary
Proven track record in enhancing guest experiences and streamlining operations, notably at Home2 Suites By Hilton. Skilled in Microsoft Office and adept in conflict management, I've significantly improved customer loyalty through exceptional service. Leveraging strong problem-solving and administrative abilities, I excel in high-pressure environments, driving positive outcomes and operational efficiency. Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.
Overview
14
14
years of professional experience
Work History
Front Desk Agent
Home2 Suites By Hilton
02.2017 - 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.
- Answered customer telephone calls promptly and appropriately handled needs.
- Increased customer loyalty with exceptional communication skills and personalized service.
- Mentored new hires on best practices at the front desk ensuring they were properly trained and equipped to excel in their roles.
- Facilitated smooth guest experiences by coordinating with multiple departments across the property.
- Handled emergency situations with calmness and efficiency, ensuring guest safety.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Resolved guest complaints with effective problem-solving, improving overall guest experience.
- Managed inventory of front desk supplies, keeping essential items well-stocked.
- Updated guest profiles with preferences and requests for personalized service in future stays.
Assistant Store Manager
Dress Barn Dress Barn Woman
10.2015 - 01.2017
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
- Rotated merchandise and displays to feature new products and promotions.
- Developed a loyal customer base through personalized interactions, increasing repeat business in-store visits.
- Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Delivered consistent sales growth by identifying opportunities for promotions and cross-selling products to customers.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
Customer Service Representative
TitleMax/ TitleBucks
07.2010 - 10.2015
- 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.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
Education
High School Diploma -
Edison Technical And Occupational Center
Rochester, NYBachelor of Science - Accounting And Management
Delaware State University
Dover, DESkills
Customer Service
Guest Services
Problem-solving skills
Oral and written communications
Time Management
Listening Skills
Administrative Skills
Microsoft Office
Conflict Management
Computer Skills
Phone and Email Etiquette
Attention to Detail
Timeline
Front Desk Agent
Home2 Suites By Hilton
02.2017 - Current
Assistant Store Manager
Dress Barn Dress Barn Woman
10.2015 - 01.2017
Customer Service Representative
TitleMax/ TitleBucks
07.2010 - 10.2015
High School Diploma -
Edison Technical And Occupational Center
Bachelor of Science - Accounting And Management
Delaware State University
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