Queenie Willis
Groveland,FL
Summary
Knowledgeable and dedicated customer service professional with extensive experience in conflict resolution, communication, and problem-solving. I'm a solid team player with an outgoing, positive demeanor and proven skills in establishing a rapport with clients. I have a strong background in customer interactions and service solutions. I have gained additional knowledge in customer satisfaction and critical thinking by successfully completing the Pathway Program. I am an effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
15
15
years of professional experience
Work History
Customer Service Representative
Holiday Inn Club Vacations, Inc.
9271 S. John Young Pkwy, Orlando, FL. 32819
05.2021 - Current
- Always meeting quarterly quota of taking on average 90 to 100 calls per quarter.
- Maintained accurate records of guest interactions using Salesforce system to ensure consistency.
- Collaborated with team members to streamline processes and improve service delivery.
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Managed reservation systems to optimize guest booking experiences and ensure accuracy.
- 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.
- 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 setting up and navigating company website improving overall user experience.
Front Desk Supervisor
Westgate Lakes Resort & Spa
9500 Turkey Lake Rd, Orlando, Fl. 32819
03.2019 - 04.2021
- Supervised front desk operations, ensuring exceptional guest service and satisfaction.
- Implemented check-in/check-out procedures, enhancing operational workflow.
- Resolved guest inquiries and complaints promptly, improving overall experience.
- Participated in regular staff meetings to discuss departmental goals, challenges, and opportunities for improvement.
- Maintained accurate financial records, processing payments and balancing cash drawers daily.
- Provided resources for training new employees and ongoing training for current staff.
- Responded to customer service inquiries, both in-person and by telephone.
- Modeled positive attitude and encouraged front desk employees when dealing with difficult guests.
- Resolved conflicts calmly between employees or customers by employing effective communication skills during tense situations.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Supervised a staff of 23, ensuring seamless guest check-in and check-out processes.
Assistant Front Desk Manager
Bluegreen Sunshine Resort
5473 Del Verde Way, Orlando, FL. 32819
07.2017 - 05.2019
- Coordinated daily scheduling and staffing to optimize front desk efficiency.
- Supervised front desk operations, ensuring exceptional guest service and satisfaction.
- Implemented check-in/check-out procedures, enhancing operations.
- Developed training materials for staff, fostering consistent service delivery.
- Analyzed guest feedback to identify areas for service improvement initiatives.
- Participated in regular staff meetings to discuss departmental goals, challenges, and opportunities for improvement.
- Maintained accurate financial records, processing payments and balancing cash drawers daily.
- Provided resources for training new employees and ongoing training for current staff.
- Completed employee appraisals to conduct annual reviews.
- Assisted in developing staff schedules, ensuring adequate coverage during peak hours and special events.
- Organized group bookings efficiently by collaborating with sales teams to ensure seamless coordination of reservations and billing arrangements.
- Resolved conflicts calmly between employees or customers by employing effective communication skills during tense situations.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
Front Desk Supervisor
Blugreen The Fountains Resort
12400 International Dr., Orlando, FL. 32821
02.2011 - 04.2017
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Supervised a staff of 27, ensuring seamless guest check-in and check-out processes.
- Developed standard operating procedures for front desk functions, promoting consistency in service standards.
- Conducted regular training sessions on customer service best practices, elevating team skills and engagement.
- Trained new employees on front desk operations, ensuring they were well-prepared for their roles and responsibilities.
- Resolved guest complaints with tact and diplomacy, maintaining a positive image for the hotel brand.
- Managed group reservations effectively, providing smooth check-in experiences for large parties or corporate events.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Maintained a high level of professionalism, ensuring all staff followed hotel policies and procedures consistently.
- Provided a supportive work environment and recognized individual achievements, resulting in increased morale and productivity.
Education
Associate of Arts - Commercial And Advertising Art
Tampa Technical Institute
Tampa, FL.05-1993
Skills
- Active listening
- Critical thinking
- Call center experience
- Professional telephone demeanor
- Conflict resolution
Timeline
Customer Service Representative
Holiday Inn Club Vacations, Inc.
05.2021 - Current
Front Desk Supervisor
Westgate Lakes Resort & Spa
03.2019 - 04.2021
Assistant Front Desk Manager
Bluegreen Sunshine Resort
07.2017 - 05.2019
Front Desk Supervisor
Blugreen The Fountains Resort
02.2011 - 04.2017
Associate of Arts - Commercial And Advertising Art
Tampa Technical Institute