Michelle Robinson
Newark,NJ
Summary
Professional, reliable team player with background in customer service and operations in fast-paced environments. Known for enhancing team collaboration and achieving results through adaptability and effective communication. Skilled in managing inventory, providing excellent customer service, and maintaining clean and safe workspace.
Overview
21
21
years of professional experience
Work History
Front Desk Agent
Alliance/Alaris Rehabilitation
Irvington, NJ
08.2017 - 02.2026
- Managed front desk operations, ensuring seamless check-in and check-out processes.
- Provided exceptional customer service, addressing guest inquiries and resolving issues promptly.
- Coordinated room assignments and maintained accurate reservation records in property management system.
- Trained new staff on front desk protocols and customer service standards, enhancing team efficiency.
- Implemented procedures for handling guest complaints, improving overall satisfaction ratings.
- Collaborated with housekeeping and maintenance teams to ensure optimal guest experiences through timely communication.
- 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.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Answered customer telephone calls promptly and appropriately handled needs.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
Manager
Bubble Laundromat
Newark, NJ
09.2004 - 07.2016
- Oversaw daily operations, ensuring efficient workflow and optimal customer service.
- Developed staff training programs to enhance team performance and service quality.
- Implemented process improvements that reduced turnaround time for laundry services.
- Managed inventory levels, optimizing supply chain efficiency and cost-effectiveness.
- Analyzed customer feedback to drive service enhancements and operational adjustments.
- Coordinated maintenance schedules for equipment, minimizing downtime and service interruptions.
- Led strategic initiatives to expand business offerings and increase market presence.
- Mentored junior staff, fostering a collaborative work environment focused on excellence in service delivery.
- Managed and motivated employees to be productive and engaged in work.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
- Cross-trained existing employees to maximize team agility and performance.
- Controlled costs to keep business operating within budget and increase profits.
- Developed and maintained relationships with customers and suppliers through account development.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Improved safety procedures to create safe working conditions for workers.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
- Improved marketing to attract new customers and promote business.
- Reduced operational costs through comprehensive process improvement initiatives and resource management.
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
- Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
- Oversaw inventory management, optimizing stock levels, and reducing waste.
- Led cross-functional teams to achieve project goals, fostering collaboration and innovation.
- Enhanced team productivity by implementing agile methodologies, leading to more efficient project completion.
- Developed and executed marketing strategies that effectively communicated brand values, increasing brand recognition.
- Improved customer satisfaction scores by overhauling customer service protocols and training staff in customer engagement techniques.
- Managed budget allocations to prioritize spending on high-impact projects, optimizing resource utilization.
- Achieved significant cost savings by renegotiating contracts with key vendors, without compromising service quality.
- Enhanced product quality by instituting rigorous quality control procedures, resulting in fewer customer complaints.
- Fostered partnerships with industry leaders, enhancing company's reputation and creating new business opportunities.
- Facilitated team brainstorming sessions that led to innovative solutions for long-standing operational challenges.
- Organized professional development programs for staff, leading to improved performance and skill sets.
- Negotiated favorable terms with suppliers, cutting operational costs while maintaining quality of service.
- Conducted market research to identify customer needs and adjusted product offerings accordingly, increasing customer satisfaction.
- Oversaw daily operations, ensuring optimal workflow and high service standards.
- Developed and implemented training programs to enhance staff performance and customer service.
Education
High School Diploma -
Essex County College
Newark, NJHigh School Diploma -
Weequahic High School
Newark, NJ06-1980
Skills
- Customer service
- Guest services
- Problem-solving skills
- Cash handling
- Hospitality services
- Time management
- Credit and cash payments
- Guest relations
- Oral and written communications
- Hospitality service expertise
- Guest accommodations
- Listening skills
- Administrative skills
- Reservation systems
- Front desk management
- Documentation
- Room assignments
- Registration processing
- File management
- Hospitality best practices
- Mail and packages
- Office management
- Safety and security procedures
- Team building
- Analytical mastery
- Guest amenities
- Lobby oversight
- GoConcierge
- Service dispatching
Timeline
Front Desk Agent
Alliance/Alaris Rehabilitation
08.2017 - 02.2026
Manager
Bubble Laundromat
09.2004 - 07.2016
High School Diploma -
Essex County College
High School Diploma -
Weequahic High School