Nyalla Warren
Williston,ND
Summary
Dynamic leader with a proven track record at Aimbridge Hospitality, adept in staff management and customer service excellence. Elevated sales by 20% through strategic planning and team motivation. Skilled in conflict resolution and retail operations, consistently achieving high customer satisfaction and team performance targets.
Overview
6
6
years of professional experience
Work History
Assistant Manager
Aimbridge Hospitality
07.2022 - Current
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Generated repeat business through exceptional customer service.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
- Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
- Increased sales through effective merchandising strategies and targeted promotions.
- Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
- Facilitated clear communication between employees and upper management through regular meetings and updates.
- Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
- Conducted employee performance evaluations, providing constructive feedback for growth and development.
Director of Sales
Aimbridge Hospitality
07.2021 - 07.2022
- Enhanced customer satisfaction levels by addressing concerns promptly and providing tailored solutions.
- Achieved regional sales targets through effective territory management and relationship building with key clients.
- Increased sales revenue by developing and implementing strategic plans and setting performance goals for the sales team.
- Launched new products successfully into the market, coordinating marketing initiatives and comprehensive sales campaigns.
- Established strong partnerships with industry influencers to expand brand recognition and drive business growth.
- Managed team of sales representatives, providing guidance, coaching and support.
- Developed high-performing sales teams through targeted recruitment, training, mentoring, and coaching activities.
- Streamlined sales processes by identifying inefficiencies, implementing new tools, and providing training to the team.
- Analyzed market trends to identify opportunities for product expansion, leading to increased revenue streams.
- Collaborated with marketing teams to help sales campaigns reach target audiences.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Collaborated cross-functionally to optimize end-to-end sales processes, from prospecting through post-sales support services.
- Expanded customer base by targeting untapped markets through innovative lead generation tactics and follow-up mechanisms.
- Worked closely with product teams to understand customer needs and requirements.
Front Desk Agent
Aimbridge Hospitality
02.2021 - 07.2021
- 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.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
- Increased customer loyalty with exceptional communication skills and personalized service.
- Answered customer telephone calls promptly and appropriately handled needs.
- Answered multi-line phone system and enthusiastically greeted callers.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Assisted guests in making informed decisions on local attractions, dining options, and transportation services.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Enhanced guest satisfaction by efficiently managing check-in and check-out processes.
- Maintained clean and organized front desk areas to uphold polished company image.
- Facilitated smooth guest experiences by coordinating with multiple departments across the property.
- Mentored new hires on best practices at the front desk ensuring they were properly trained and equipped to excel in their roles.
- Supported sales efforts through upselling rooms, amenities, or special packages when appropriate.
- Collaborated with housekeeping staff to maintain cleanliness standards in the lobby and common areas.
- Contributed to team success by consistently meeting or exceeding performance targets for guest satisfaction ratings and occupancy rates.
- Demonstrated adaptability during unexpected challenges such as system outages or emergency situations while maintaining composure under pressure.
- Streamlined front desk operations for improved efficiency and faster service delivery.
- Ensured compliance with hotel policies and procedures while addressing any discrepancies in a timely manner.
- Managed room inventory effectively, ensuring optimal occupancy rates and revenue generation.
- Assisted in training new front desk agents, sharing best practices and procedures.
- Resolved guest complaints with effective problem-solving, improving overall guest experience.
- Contributed to higher occupancy rates through outstanding customer service.
Customer Service Representative
Walmart
09.2018 - 05.2020
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Participated in training programs to enhance product knowledge and customer service skills.
- Implemented rewards program that encouraged repeat business and strengthened customer relationships.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
- Improved resolution time with effective problem-solving for customer complaints.
Education
High School Diploma -
Williston High School
Williston, ND05-2018
Skills
- Customer service
- Money handling
- Team leadership
- Decision-making
- Problem-solving
- Time management
- Customer relations
- Team motivation
- Staff training and development
- Staff supervision
- Task delegation
- Goal setting
- Staff management
- Workload management
- Conflict resolution
- Retail operations
Timeline
Assistant Manager
Aimbridge Hospitality
07.2022 - Current
Director of Sales
Aimbridge Hospitality
07.2021 - 07.2022
Front Desk Agent
Aimbridge Hospitality
02.2021 - 07.2021
Customer Service Representative
Walmart
09.2018 - 05.2020
High School Diploma -
Williston High School
Similar Profiles
Henry HiranoHenry Hirano
Campus Finance Manager at Aimbridge Hospitality / Evolution HospitalityCampus Finance Manager at Aimbridge Hospitality / Evolution Hospitality
Chelcy GillieChelcy Gillie
Front Desk Agent at Aimbridge HospitalityFront Desk Agent at Aimbridge Hospitality
Brandon Hall-WallaceBrandon Hall-Wallace
Front Desk Lead at Aimbridge HospitalityFront Desk Lead at Aimbridge Hospitality