Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Nantasia Patterson

Customer Service Management
Baltimore,MD

Summary

Problem-solving Front Desk Manager at busy hotel experienced in upselling and marketing property amenities. Dedicated to boosting customer loyalty. Consistently recognized by management for performance excellence. Over 15 years experience in customer service positions and team leadership roles.

Overview

6
6
years of professional experience
4
4
years of post-secondary education

Work History

Front Desk Manager

Hilton Hotel & Resorts
Baltimore, MD
12.2022 - Current
  • Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
  • Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
  • Trained new staff on correct procedures, compliance requirements, and performance strategies.
  • Resolved guest complaints by addressing issues with rooms promptly.
  • Checked guests in out of hotel, made reservations, and processed payments.
  • Handled tasks and responsibilities for front office employees during periods of understaffing.
  • Kept accounts in balance and ran daily reports to verify totals.
  • Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.

Administrative Assistant (Contractor)

Coppin State University
Baltimore, MD
04.2022 - 08.2023
  • Received and sorted incoming mail and packages to record, dispatch, or distribute to correct recipient.
  • Sorted and distributed office mail and recorded incoming shipments for corporate records.
  • Developed and updated spreadsheets and databases to track, analyze, and report on performance and sales data.
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Facilitated timely delivery of special projects to meet organizational and departmental objectives.
  • Managed filing system, entered data and completed other clerical tasks working from home and in office settings.
  • Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.

Office Manager

Automotive Dealership
Baltimore, MD
11.2021 - 04.2022
  • Maintained computer and physical filing systems.
  • Coordinated special projects and managed schedules.
  • Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel.
  • Updated reports, managed accounts, and generated reports for company database.
  • Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
  • Developed and maintained successful relationships with vendors, suppliers and contractors.
  • Delivered performance reviews, recommending additional training or advancements.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.

Program Coordinator (Contractor)

Brighter Stronger
Baltimore, MD
07.2021 - 11.2021
  • Provided ongoing direction and leadership for program operations.
  • Scheduled and supervised staff meetings to discuss new ideas and update participants on program details and milestones.
  • Organized and managed program development from conception through successful execution.
  • Assisted with grant writing and fundraising efforts to secure funding and sustain program long-term.
  • Tracked and reported expenses accurately to manage program budgets.
  • Developed and maintained relationships with external partners to facilitate program operations.
  • Oversaw staff schedules and assignments to handle programming demands.
  • Monitored and submitted employees hours for pay period

Client Account Specialist

Fully Promoted
Baltimore, MD
01.2021 - 07.2021
  • Responded to all client inquiries and asked appropriate questions to facilitate resolution.
  • Provided excellent customer service by following up with clients, mailing out applications and responding to incoming calls.
  • Interacted with team members across departments to research and resolve customer issues.
  • Assisted with special marketing projects by coordinating distribution of marketing mailers, contacting customers to explain new marketing campaigns.
  • Provided suggestions for process, application or documentation improvement.
  • Prospected for new customers in target areas or demographics to bring in new business.
  • Set up new customer accounts and updated existing profiles with latest information.
  • Obtained pricing deals, negotiated contracts, and solidified beneficial agreements.
  • Built strong relationships with clients, vendors and stakeholders for loyal, profitable accounts.
  • Reconciled customer accounts and identified discrepancies for further investigation.
  • Resolved complex billing and payment issues for balanced, accurate accounts.
  • Analyzed financial data and generated accurate, insightful reports for management.
  • Negotiated contract terms and conditions for productive customer and supplier accounts.
  • Reviewed account activity to assess financial status and evaluate discrepancies.
  • Prepared and submitted timely invoices, statements and payment reminders for customers.
  • Liaised with sales, marketing and customer service teams to support smooth account management operations.

Front Desk Manager

Marriott Vacations Worldwide
Baltimore, MD
09.2019 - 01.2021
  • Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
  • Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
  • Trained new staff on correct procedures, compliance requirements, and performance strategies.
  • Resolved guest complaints by addressing issues with rooms promptly.
  • Checked guests in out of hotel, made reservations, and processed payments.
  • Handled tasks and responsibilities for front office employees during periods of understaffing.
  • Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
  • Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency.
  • Kept accounts in balance and ran daily reports to verify totals.

Energy Assistance Technician (Outreach Worker)

Baltimore County Department Of Social Services
Baltimore, MD
07.2018 - 06.2019
  • Organized work to meet demanding production goals.
  • Completed job reports and logs immediately following service calls.
  • Maintained quality assurance and customer satisfaction objectives.
  • Applied critical thinking and research to address complex issues, as a case worker.
  • Completed client cases based on a time schedule and accuracy,
  • Communicated with baltimore electric service companies, the fire department, etc. regarding any client needs.
  • Communicated with other Baltimore departments to maintain an update on certain rules and regulations regarding the gas and electric field.
  • Complete funding for clients for any billing issues or discrepancies.
  • Worked from home and also doing house visits when it came to any client inquiries or application processes.
  • Reported constant reports to above management and supervisors regarding each clients case work.

Data Entry Specialist (Screener)

Baltimore County Department Of Social Services
Baltimore, MD
07.2017 - 07.2018
  • Compiled data and reviewed information for accuracy prior to input.
  • Scanned documents and saved in database to keep records of essential organizational information.
  • Reviewed and updated client correspondence files and database information to maintain accurate records.
  • Managed documents by organizing forms, making photocopies, filing records, preparing correspondence, and creating reports.
  • Completed data entry tasks with accuracy and efficiency.
  • Identified data entry errors and reported to necessary departments.
  • Produced monthly reports with advanced Excel spreadsheet functions.
  • Coded and processed applications into required electronic formats.

Front Desk Agent

Hilton Hotels & Resorts
Baltimore, MD
04.2017 - 06.2018
  • Collected room deposits, fees, and payments.
  • Delivered above-and-beyond service to guests by making outside venue reservations and setting up tours.
  • Collaborated with team members to handle guest requirements from check-in through check-out.
  • Oversaw fast-paced front desk operations and guests' needs at busy facility.
  • Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
  • Resolved service-related problems and documented actions in system.
  • Confirmed relevant guest information and payment methods to prevent fraud.
  • Promoted hotel brand's loyalty program via social media, email and direct mail.
  • Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.

Education

High School Diploma -

Notre Dame Preparatory School
Towson
09.2009 - 05.2013

No Degree - General Studies

Stevenson University
Owings Mills

Skills

    Safety and security procedures

undefined

Accomplishments

  • Achieved Employee of the Month by completing my job with accuracy and efficiency at multiple companies listed on my resume, including my current position.

Timeline

Front Desk Manager

Hilton Hotel & Resorts
12.2022 - Current

Administrative Assistant (Contractor)

Coppin State University
04.2022 - 08.2023

Office Manager

Automotive Dealership
11.2021 - 04.2022

Program Coordinator (Contractor)

Brighter Stronger
07.2021 - 11.2021

Client Account Specialist

Fully Promoted
01.2021 - 07.2021

Front Desk Manager

Marriott Vacations Worldwide
09.2019 - 01.2021

Energy Assistance Technician (Outreach Worker)

Baltimore County Department Of Social Services
07.2018 - 06.2019

Data Entry Specialist (Screener)

Baltimore County Department Of Social Services
07.2017 - 07.2018

Front Desk Agent

Hilton Hotels & Resorts
04.2017 - 06.2018

High School Diploma -

Notre Dame Preparatory School
09.2009 - 05.2013

No Degree - General Studies

Stevenson University

Similar Profiles

CREATE PROFILE
Nantasia PattersonCustomer Service Management