Morgan Duhaney
Lawrenceville,GA
Summary
Detail-oriented Assistant Manager offers more than an extensive progressive record of accomplishment in leadership roles. Establishes clear guidelines and enforces consistent policies to keep staff satisfied and on-target to achieve important objectives. Excellent relationship-building, multitasking, and decision-making skills.
Overview
4
4
years of professional experience
Work History
Airbnb Assistant manager - Remote international
Coast Getaways
Lawrenceville, Georgia
06.2022 - Current
- Handled guest inquiries for Coast Getaways' remote vacation bookings
- Resolved reservation issues through email, phone, and chat support
- Directed staff scheduling, workload distribution, and shift coverage.
- Coached, mentored and trained team members in order to improve their job performance.
- Recruited and hired qualified candidates to fill open positions.
- Assessed team member's skillsets and assigned tasks accordingly for optimal efficiency.
- Managed vendor relationships by negotiating contracts and ensuring timely delivery of goods and services.
- Oversaw marketing initiatives, increasing brand awareness and sales.
- Oversaw daily operations, maintaining efficiency and quality standards.
- Conducted performance evaluations, providing feedback and coaching for team development.
Customer Service Representative
Coast Getaways - Remote International
Lawrenceville, GA
06.2022 - Current
- Handled guest inquiries for Coast Getaways remote vacation bookings
- Resolved reservation issues through email, phone, and chat support
- Updated booking records in property management systems
- Maintained accurate notes on customer interactions and case updates
- Answered customer inquiries and provided accurate information regarding products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Identified opportunities for upselling additional products or services based on customer needs.
- Conducted regular follow-up calls with customers after resolving their issues.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Engaged actively with callers, confirming or clarifying information and diffusing anger.
- Monitored call queues in order to prioritize incoming calls by urgency or importance level.
Education
Schooling in Sydney Australia
Sydney , NSW Skills
- Customer service
- Staff training
- Schedule coordination
- Budget tracking
- Recruitment and hiring
- Employee scheduling
- Staff management
- Budgeting and finance
Timeline
Airbnb Assistant manager - Remote international
Coast Getaways
06.2022 - Current
Customer Service Representative
Coast Getaways - Remote International
06.2022 - Current
Schooling in Sydney Australia