Microsoft
Oshayla Jones
Customer Service
Oklahoma City,OK
Summary
Deadline-driven Night Auditor offering 7-year career history of reliability and quality performance. Operates well in busy environments and maintains calm under pressure. Meticulous eye for detail and personable demeanor. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player. Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement. Reliable Front Office Supervisor known for interacting with customers and responding appropriately to questions. Considered talented employee ready to tackle any responsibility with pleasant demeanor and attitude. Offering outstanding verbal communication, writing and time management skills.
Overview
7
7
years of professional experience
Work History
Night Auditor
Omni Hotels & Resorts
Oklahoma City, OK
05.2022 - Current
- Investigated auditing discrepancies by reconciling cash drop and credit card transactions.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Input financial data and produced reports using software.
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly and marking discrepancies.
- Updated customer accounts with add-on room charges, minibar use and room service bills.
Tax Preparer
Personal Solutions
Oklahoma City, OK
09.2020 - Current
- Consulted with clients to assess and mitigate future tax liabilities and determine eligibility for tax abatement.
- Delivered comprehensive tax documentation required for accurate individual and corporate returns.
- Completed and filed returns with tax departments at local, state and federal levels.
- Prepared tax returns for clients in various industries according to government regulations and requirements.
- Prepared tax returns, extensions, tax planning calculations and write-ups for organizations and entities.
- Reviewed available data and compared against tax code to determine exemptions, deductions and potential liabilities.s.
- Maintained complete records of client tax returns and supporting documentation in secured areas.
Front Office Supervisor
TownePlace Suites By Marriott
Plano, TX
12.2018 - 04.2020
- Assessed personnel performance and implemented incentives and team-building events to boost morale.
- Handled office contracts like leases, utilities and employee agreements.
- Standardized office structures and processes to promote collaboration and increased performance.
- Prepared reports to assist business leaders with key decision making and strategic operational planning.
- Oversaw work processes and performed quality control tasks to increase revenue and reduce production times.
- Organized documents for company communication, travel vouchers and payment services.
- Established and updated work schedules to account for changing staff levels and expected workloads.
Customer Service Manager
Walmart
Oklahoma City, OK
02.2012 - 03.2014
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Took ownership of customer issues and followed problems through to resolution.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
Customer Service Representative
TCIM
05.2011 - 01.2012
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services and company information.
- Recorded account information to open new customer accounts.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
Education
GED -
Adult Basic Education
Oklahoma City, OK 10.2013 - 11.2013
Skills
Registration processing
Front desk operations
Conference and meeting planning
Financial Management
Daily transactions review
Account balancing
Automated telephone systems
Check-in and check-out procedures
Reservation processing
Data analysis
Guest services
Hospitality service expertise
Revenue monitoring
Credit and cash payments
Administrative support
Time management
Financial statements expertise
Local, state and federal tax returns
Tax return preparation
IRS correspondence
Tax audit procedures
QuickBooks proficiency
Relationship building
Mathematical calculations
Verbal/written communication
Document preparation
Sales expertise
Complaint resolution
Oral and writing communication
Invoicing and billing
Organization and planning
Proficient in software
Accomplishments
- Cross-trained as a backup for both the night manager and concierge and easily transitioned to handle those duties when either individual was unavailable or out sick.
- Quickly resolved issues and guest complaints which enabled the development of highly coveted conflict resolution skills.
- Received outstanding score ratings from guest surveys due to professionalism, exceptional service and quick response times.
- Supervised team of 15 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Successfully recruited and trained 10 new customer service representatives.
- Resolved product issue through consumer testing.
Software
Fosse
Opera
Windows
Tax act
Timeline
Night Auditor
Omni Hotels & Resorts
05.2022 - Current
Tax Preparer
Personal Solutions
09.2020 - Current
Front Office Supervisor
TownePlace Suites By Marriott
12.2018 - 04.2020
GED -
Adult Basic Education
10.2013 - 11.2013
Customer Service Manager
Walmart
02.2012 - 03.2014
Customer Service Representative
TCIM
05.2011 - 01.2012