Monica Williams

• Oversaw the daily operations of the community's fitness center, rental halls and leisure pools. This includes briefing staff members, addressing questions or concerns from residents and making decisions while following company policy.

• Managed a team of twenty staff members stationed at the properties. I ensured daily punctuality, tracked worked performance in order to prepare evaluations, created weekly schedules and completed payroll.

• Responsible for reviewing applications and suggesting candidates for the Lifestyle Director to interview. Upon finalization of the hiring process, I am responsible for the new employee's complete training and understanding of the company's policies.

• Generated detailed reports regarding expense tracking and revenue from the rental halls, pools and snack bar.

• Ensured a safe and positive work environment by enforcing an open door policy and monitoring team members in the work setting.

• Delivered exceptional customer service by welcoming guests and ensuring their needs and specific requests were met in a timely matter.

• Reduced wait times for guests by streamlining check-in and check-out processes.

• Assisted in training new front desk staff members.

• Assisted management in implementing new front desk procedures to increase efficiency and improve guest experiences.

• Maintained accurate records of all transactions and facilitated prompt billing resolution when needed, ensuring financial accuracy and guest satisfaction.

• Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs.

• Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.

• Managed returns, exchanges and refunds in accordance with store policy.

• Helped customers locate products and checked store system for merchandise at other sites.

• Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.

I was a volunteer worker and assistant planner for the U.S. Customs and Border Protection Diversity and Inclusion Program from 2016- 2019.

The goal of the program was to enhance cultural awareness, appreciation, and community outreach. My responsibilities included scheduling vendors and planning activities for attendees. I also assisted with the selection of guest speakers, performers, catering, decorations, budgeting and costumes.