Summary
Overview
Work History
Education
Skills
Certification
Work Availability
Quote
Timeline
Volunteer

Philessia Edwards

Austin,TX

Summary

Spirited and results-oriented professional with over a decade of extensive experience in customer service, team leadership, training, and mentorship. Proven track record of delivering exceptional customer experiences and leading high-performing teams to achieve operational excellence. Possess a strong aptitude for identifying and implementing innovative strategies to enhance customer satisfaction, streamline processes, and maximize efficiency.

Seeking to leverage my diverse skill set and passion for delivering exceptional service in a new career opportunity where I can apply my expertise in a different industry or role. Committed to embracing challenges, adapting to new environments, and making a positive impact in a dynamic and evolving professional setting.

Overview

20
20
years of professional experience
2
2
Certificate
1
1

License

Work History

Night Auditor/Manager on Duty

Stephen F Austin Royal Sonesta Hotel
09.2024 - 05.2025

    • Generated and printed daily financial reports to track hotel performance.
    • Responded to guest needs quickly and efficiently, noting changes in reservations or special needs for day crew.
    • Enhanced guest satisfaction by efficiently managing night audit tasks and resolving issues promptly.
    • Maintained cleanliness and orderliness in front desk area, creating welcoming atmosphere for guests.
    • Compiled and presented detailed reports on nightly revenue, aiding in financial planning and analysis.
    • Updated guest accounts and processed payments accurately, safeguarding financial integrity.
    • Managed front desk operations during night, maintaining security and guest safety.
    • Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
    • Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
    • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
    • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
    • Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
    • Promoted a positive work atmosphere by maintaining high levels of professionalism, enthusiasm, and commitment to guest satisfaction during overnight shifts.
    • Prepared detailed end-of-shift reports, highlighting noteworthy incidents or areas requiring improvement for management review.
    • Utilized strong problem-solving skills while handling any logistical challenges that arose throughout the course of nightly duties.
    • Handled all duties and tasks for night manager and concierge during busy periods to maintain front desk efficiency.
    • Coordinated with housekeeping staff to address any overnight room maintenance requests or special accommodations needed.
    • Collaborated with the front desk team to ensure seamless transitions between shifts and consistent communication regarding guest needs.
    • Provided guests with information about local attractions and services, enhancing their stay experience.
    • Handled emergency situations calmly and effectively, ensuring guest safety and minimizing disruptions.

Night Auditor/Manager on Duty

Marriott Residence Inn
02.2024 - 08.2024
  • Enhanced guest satisfaction by efficiently managing night audit tasks and resolving issues promptly.
  • Streamline the check-in and check-out process for guests, ensuring a smooth experience during overnight hours.
  • Assists management in forecasting room occupancy rates, optimizing room allocation, and maximizing revenue.
  • Prepare detailed end-of-shift reports, highlighting noteworthy incidents or areas requiring improvement for management review.
  • Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
  • Oversaw night auditing of daily room occupancy and hotel revenue.
  • Promoted a positive work atmosphere by maintaining high levels of professionalism, enthusiasm, and commitment to guest satisfaction during overnight shifts.
  • Utilized strong problem-solving skills while handling any logistical challenges that arose throughout the course of nightly duties.
  • Provided exceptional customer service to overnight guests, addressing inquiries, and offering assistance as needed.
  • Handled all duties and tasks for the night manager and concierge during busy periods to maintain front desk efficiency.
  • Coordinated with housekeeping staff to address any overnight room maintenance requests or special accommodations needed.
  • Collaborated with the front desk team to ensure seamless transitions between shifts and consistent communication regarding guest needs.
  • Upheld hotel security by vigilantly monitoring CCTV footage and conducting periodic property walk-throughs.
  • Called guests requiring wake-up calls within two minutes of scheduled call, constantly maintaining positive, and welcoming.
  • Contributed to staff training initiatives by sharing best practices for night audit procedures and guest relations skills.
  • Established rapport with regular clientele by providing personalized service tailored to individual preferences.
  • Provided guests with information about local attractions and services, enhancing their stay experience.
  • Resolved guest issues with professional and empathetic communication, improving overall stay experiences.
  • Handled emergencies calmly and effectively, ensuring guest safety and minimizing disruptions.

Customer Care Supervisor

Goodwin & Company
11.2020 - 09.2023
  • Provides day-to-day leadership to ensure high performance, customer service-oriented work environment that supports achieving the department's mission, objectives, and values.
  • Prioritize, assign evaluate, and supervise work of all Customer Care Specialists. Provides coaching and guidance for performance improvement and development; directs and oversees training of new specialists.
  • Plans and implements customer service activities: Modifies departmental procedures and processes; creates quality assurance tools to ensure completion, quality, and timeliness.
  • Write and conduct formal performance appraisals: Participate in various personnel actions, including hiring, counseling, training, promotion, discipline, and termination.
  • Interacts effectively and diplomatically in all areas of employee relations, always projecting a professional image in keeping with the company's goals and objectives while exercising the highest degree of confidentiality.
  • Maintains daily schedule to ensure complete coverage for our customer base.
  • Assumes complex and specialized customer relation situations involving upset and dissatisfied customers requiring sensitivity and sound judgment; takes actions to resolve complaints where appropriate, responds to correspondence and telephone calls, provides information, and handles issues.
  • Managed department call volume of approximately 350-400 calls per day and coordinated department schedules to maximize coverage during peak hours
  • Responsible for 30 plus direct reports which were in office and virtual employees.

Customer Care Team Lead

Goodwin & Company
02.2020 - 11.2020
    • Evaluated interactions between associates and customers to assess personnel performance.
    • Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
    • Monitored metrics and developed actionable insights to improve efficiency and performance.
    • Conducted training and mentored team members to promote productivity and commitment to friendly service.
    • Organized daily workflow and assessed appropriate staffing to provide optimal service.
    • Established performance and service goals and held associates accountable for individual performance.
    • Managed department call volume of approximately 350-400 calls per day and coordinated department schedules to maximize coverage during peak hours.
    • Trained new employees on best practices and customer care procedures to eliminate inefficiencies.
    • Generated weekly and monthly reports to highlight customer service performance and measure milestones.
    • Educated customers about billing, payment processing and support policies and procedures.
    • Sought ways to improve processes and services provided.
    • Investigated and resolved customer inquiries and complaints quickly.
    • Exhibited high energy and professionalism when dealing with clients and staff.
    • Responded proactively and positively to rapid change.
    • Followed up with customers about resolved issues to maintain high standards of customer service.

Customer Service Representative

Goodwin & Company
01.2020 - 02.2020
  • Handled customer inquiries through inbounds call, chats and emails suggestions courteously and professionally.
  • Actively listened to customers, and handled concerns quickly.
  • Responded to 20-25 calls per day with minimal wait times.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.

Licensed Realtor

24th Street Realty
10.2017 - 12.2019
  • Communicated with clients to understand property needs and preferences.
  • Advised and informed prospective clients on current market activities and conditions.
  • Collaborated with clients to learn and determine real estate needs.
  • Maintained connections with clients to encourage repeat business and referrals.
  • Developed and maintained relationships with clients through networking, postcards, and cold calling.
  • Advertised client properties through websites, social media, and real estate guides.

Property Manager

Public Storage
08.2015 - 12.2017
    • Introduced prospective tenants to types of units available and performed tours of premises.
    • Collected and maintained careful records of rental payments and payment dates.
    • Conducted regular inspections of both interior and exterior of properties for damage.
    • Implemented and enforced policies and procedures to maintain properties to highest standards.
    • Manage, audit, and balance cash drawer; prepare and make daily deposits. Performed customer calls regarding their account, collections and other items on a monthly basis.

Office Manager

Jackson Hewitt Tax Svc
06.2009 - 04.2015
    • .Prepare and assist in preparing simple to complex tax returns for individuals and small businesses.
    • Use all appropriate adjustments, deductions, and credits to keep clients' taxes at a minimum.
    • Interview clients to obtain additional information on taxable income and deductible expenses and allowances.
    • Consult tax law handbooks or bulletins to to determine procedures for preparation of atypical returns.
    • Performed QA on tax returns prepared by other tax preparers to detect errors in arithmetic, data entry and/or procedures.

Education

License - Real Estate

Champion School of Real Estate
Austin, TX
11.2009

Certification - Medical Billing & Coding

Ashworth College
Norcross, GA
08.2007

Skills

  • Effective Communicator
  • Punctual and dependable
  • Strong work ethic
  • Detailed Oriented
  • Active Listener
  • Time Management
  • Analytical Thinker
  • Conflict Resolution
  • Multitasking and organization
  • Supervision/ Management
  • Team Building
  • Cultural Sensitivity Training
  • Cross-Functional Team Leadership
  • Proficient in Microsoft Office Suite,WFM, Fosse, Opera, Alice, UKG Pro, ADP

Certification

  • Notary Public 2006-present
  • MGR360 Leadership Training 2022
  • Food Handler 2024
  • TABC 2024
  • aPHR 2025- currently studying

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

Be more concerned with your character than your reputation, because your character is what you really are, while your reputation is merely what others think you are.
John R. Wooden

Timeline

Night Auditor/Manager on Duty

Stephen F Austin Royal Sonesta Hotel
09.2024 - 05.2025

Night Auditor/Manager on Duty

Marriott Residence Inn
02.2024 - 08.2024

Customer Care Supervisor

Goodwin & Company
11.2020 - 09.2023

Customer Care Team Lead

Goodwin & Company
02.2020 - 11.2020

Customer Service Representative

Goodwin & Company
01.2020 - 02.2020

Licensed Realtor

24th Street Realty
10.2017 - 12.2019

Property Manager

Public Storage
08.2015 - 12.2017

Office Manager

Jackson Hewitt Tax Svc
06.2009 - 04.2015

License - Real Estate

Champion School of Real Estate

Certification - Medical Billing & Coding

Ashworth College

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Philessia Edwards