Regine Kersaint

• Greet incoming employees and visitors professionally and provide friendly, knowledgeable assistance and direct to specific offices and meeting rooms.
• Plan, organize and manage events.
• Develop and execute strategies to improve operational efficiency.
• Maintain well-regarded concierge services to provide employees and visitors with assistance and convenient information
• Evaluate and promptly resolve facility operational issues.
• Manage concierge team calendar, approve and confirm meeting rooms reservations.
• Manage multiple tasks and meet time-sensitive deadlines.
• Maintain confidentiality of information regarding clients and company.
• Provide clerical support to company employees by filling, mailing and emailing documents.
• Restock supplies and submit purchase orders to maintain stock levels.
• Assist with onboarding new employees by creating badges, providing office tours and review safety policies.
• Maintain visitor log for entering and leaving facility for security purposes.
• Generate weekly occupancy report.
• Organize, maintain and update information in computer databases.
• Handle assignments independently with good judgement and critical thinking skills.
• Compile information from files and research to satisfy information requests.
• Track important information in excel spreadsheets and generate graphs using data.
• Sort, receive, and distribute mail correspondence between departments and personnel.

Educate merchants about billing, payment processing and support policies and procedures.

• Respond to merchants requests, offer excellent support and tailored recommendations to address needs.
• Assist business owners with reconciling their daily batches with their deposits, processing statements, answer questions regarding transactions, daily sales and daily funding associated with processing.
• Quickly identify any issues requiring service recovery plan, take leadership role in providing direction or personally offer corrective action and follow up to ensure customer satisfaction.
• Assist and train merchants in BusinessTrack (ClientLine Reporting) and Clover Dashboard.
• Assist with completing legal account changes and ownership change forms.
• Review accounts and offer better pricing structure and lower rates for retention purposes.
• Help clients navigate choices between services with support for questions such as terms, pricing and availability.
• Collaborate with clients to maintain relationships and provide customers with thorough support and guidance.
• Assess client needs to determine and suggest relevant product solutions in alignment with client budgets and schedules.
• Maintain routine communication with clients to assess overall satisfaction, resolve complaints and promote new offerings.
• Promote high level of customer satisfaction using strong relationship-building skills, consistent follow-up and prompt issue resolution.
• Work with bankers and sales agent to provide solutions and assist in resolving clients issues.
• Pleasantly greet customers and asked open-ended questions to better determine needs.
• Monitor, educate and assist merchant with completing PCI Compliance.
• Document problems and corrective actions to maintain records.

• Provide customer service and support for merchants processing with Bank of America, PNC Bank, Bank of Hawaii & ISO's
• Assist business owners with reconciling their merchant processing statements, answer questions regarding transactions, daily sales and daily funding associated with processing
• Review and explain merchant processing fees and rates associated with processing
• Assist merchant with transaction research generating reports that show business trends
• Provide solution based response to customer service inquiries with strong focus on First Call Resolution.
• Adhered to company policies and scripts to consistently achieve call-time and quality standards.
• Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
• Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork
• Resolved concerns with products or services to help with retention and drive sales.
• Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
• Engaged in learning and development opportunities to promote continued performance improvement.
• Maintained accurate and current customer account data with manual forms processing and digital information updates.
• Answered average of 50 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.

• Enterprise Installer Support ( PoweredBy and VAR) - Assisted field installers with dish installation
• Configured modems, Aminos, Fortigates and Cisco Switches
• Assisted various resellers help desk with customer configuration and diagnostics
• National and International technical support and advice hotline operation
• Enterprise Technical Support - Assisted field Service technicians with DSL repairs, modems, Cradlepoints
• Remotely configured modems, Cisco routers and Fortigates
• Assisted help desks for different enterprises in troubleshooting and resolving their issues.
• Communicated quickly and accurately with supervisors about problematic sites, missed installations or other issues.

• Oversaw VIP guest process including, but not limited to, reviewing VIP reservations and ensuring smooth check-in/check-out
• Assisted in monitoring and developing team member performance to include, but not limited to, providing supervision, conducting counseling and evaluations and delivering recognition and reward
• Fielded guest complaints, conducted research and resolved and negotiated solutions for guest satisfaction, as needed
• Demonstrated thorough knowledge of hotel information
• Processed reservations for regular as well as seasonal guests
• Compiled and reviewed daily reports/logs/contingency lists.
• Oversaw front desk operations with eye for hotel reputation, staff productivity and operational efficiency.
• Trained new staff on correct procedures, compliance requirements and performance strategies.
• Responded to telephone, email, and in-person inquiries regarding reservations, hotel information and guest concerns.
• Created lasting relationships with guests that built loyalty and drove hotel revenue.
• Kept accounts in balance and ran daily reports to verify totals.
• Ran reports detailing daily guest numbers, accounting expenses and income and room service usage.
• Controlled cash and credit card payment transactions at front desk to successfully reduce errors

• Processed contract and listing properties for all time share owners
• Worked with title and billing department
• Demonstrated thorough knowledge of resorts and hotel information
• Processed reservations for fixed weeks, flexible weeks and time points owners
• Oversaw all reservations and booking process
• Handled Encore Rewards and assisted owners with weekly exchange for RCI and Interval International
• Filed, mailed and organized owners' files and documents.