Summary
Overview
Work History
Education
Skills
References
Languages
Timeline
Generic

Robert Wallace

Lithonia,GA

Summary

Dynamic professional with expertise in customer service, staff development, and inventory management. Proven ability to enhance customer satisfaction and drive revenue growth through strategic initiatives. Skilled in fostering teamwork and collaboration among diverse teams to achieve operational efficiency and business objectives.

Overview

15
15
years of professional experience

Work History

Residential Customer Care

SOUTHERN COMPANY
McDonough, GA
01.2025 - Current
  • Company Overview: Southern Company prides itself on providing clean, safe, reliable and affordable energy.
  • Handling Inquiries: Responding to customer questions about billing, service, payment, and other general inquiries.
  • Problem Resolution: investigating and resolving customer complaints, including issues with bills, services, or technical problems.
  • Service Coordination: Managing service requests, including turn-on, reconnect, and transfer request.
  • Payment Processing: Handling payment arrangements, processing payments, and addressing payment related issues.
  • Knowledge Management: Maintaining up-to-date knowledge of company products, services, and programs.
  • Customer Retention: Identifying and addressing customer concerns to improve satisfaction and retention.
  • Interacting with Internal Departments: Collaborating with other departments, such as billing, collections, and engineering, to resolve customer issues.
  • Documentation and Reporting: Maintaining accurate records of customer interactions and reporting on relevant activities.
  • Southern Company prides itself on providing clean, safe, reliable and affordable energy.

Night Auditor

LAQUINTA INN & SUITES
Conyers, GA
04.2023 - 01.2025
  • Company Overview: LaQuinta Inn & Suites, a member of the esteemed Wyndham family, prides itself on delivering refreshing hotel experiences to guests around the world.
  • Financial Accuracy: Spearheaded the meticulous balancing of revenue and expense transactions, playing a crucial role in maintaining the hotel's financial health.
  • Operational Excellence: Entrusted with the comprehensive oversight of hotel operations and aesthetic maintenance during nocturnal hours, ensuring continuity in service standards.
  • Payment Reconciliation: Expertly handled diverse payment mediums, counting and balancing cash, credit cards, and direct bill accounts to ensure financial integrity.
  • Analytical Problem Solving: Proactively identified, investigated, and rectified out-of-balance situations, demonstrating a keen eye for detail and robust analytical skills.
  • Guest Relationship Management: Became the go-to solution provider for guest challenges, fostering loyalty and satisfaction through timely conflict resolution.
  • Service Excellence: Consistently upheld the brand's commitment by delivering unparalleled guest experiences, further reinforcing the hotel's reputation.
  • LaQuinta Inn & Suites, a member of the esteemed Wyndham family, prides itself on delivering refreshing hotel experiences to guests around the world.

General Manager

COUNTRY INN & SUITES
Conyers, GA
03.2020 - 02.2023
  • Company Overview: Country Inn & Suites, a renowned hotel chain, prioritizes guest comfort and hospitality.
  • Customer Service Leadership: Provided exceptional, personalized service to arriving and departing guests, fostering an atmosphere of warmth and professionalism; delivered immediate solutions to guest issues, upholding brand reputation and standard.
  • Staff Management & Development: Managed and mentored team of 10+ employees, encompassing front desk and housekeeping staff; facilitated training, teambuilding, boosting productivity, job satisfaction, and employee retention. Calculated payroll.
  • Inventory Management: Charged with management of hotel inventory & budget, ensuring optimal availability of resources to meet guest needs and maintain operational efficiency; implemented effective inventory control methods, reducing waste and cost.
  • Business Development: Made strategic sales calls to local companies and businesses, pitching hotel's offerings and negotiating profitable deals; secured large events and meeting room bookings, driving revenue and lasting business relationships. Reviewed financial statements, sale and activity reports and other performance data to ensure productivity. Managed expenses to the budget/forecasted guidelines to maximize hotel probability.
  • Financial Stewardship/Oversight: Responsible for managing customer financial transactions, ensuring accuracy and integrity; handled cash deposits diligently, bolstering financial security, and maintaining trust in the hotel's financial operations. Maintained accurate records including cash flow sheets, direct bill accounts, credit card receipts, registration cards, reservation cards, direct bills, credit cards, and handling and resolving of credit card disputes. Responsible for AR & AP accounts.
  • Operational Efficiency: Proficient with the Opera hotel system, leveraged its features for smooth front office operations, guest management, and reporting; used data insights to streamline processes, improve guest experiences, and enhance decision-making.
  • Country Inn & Suites, a renowned hotel chain, prioritizes guest comfort and hospitality.

Assistant General Manager

ALOFT BY MARRIOT
Alpharetta, GA
05.2018 - 03.2020
  • Company Overview: Aloft by Marriot is a distinguished hotel chain offering a modern approach to technology and design for an effortless guest experience.
  • Supervision Oversight: Helped supervise & train staff in many different departments & ensured Aloft by Marriot brand standards. Assist the GM in resolving employee matters. And assisted in the overall teambuilding, assigning, and appraising performance.
  • Customer Service: Delivered grand customer service, nurturing strong relationships with guest; diffused potential issues, won over guest loyalty, and enhanced Aloft’s reputation for hospitality.
  • Functioning Oversight: Assist in conducting routine inspections of the hotel operation/ building to maintain standards of brand, local, state, and federal regulations. Also, helped maintain a clean and safe work environment.
  • Financial Oversight: Help maintain accurate records including cash flow sheets, direct bill accounts, credit card receipts, registration cards, reservation cards, direct bills, credit cards, and handling and resolving of credit card disputes.
  • Business Development: Assist with sales and marketing efforts as directed. Performed financial functions of the GM in their absence. Reviewed financial statements, sale and activity reports and other performance data to ensure productivity. Helped assist in managing expenses to the budget/forecasted guidelines to maximize hotel probability.
  • Aloft by Marriot is a distinguished hotel chain offering a modern approach to technology and design for an effortless guest experience.

Guest Service Representative

HOLIDAY INN EXPRESS EAST ATL
Lithonia, GA
08.2015 - 04.2018
  • Company Overview: Holiday Inn Express by IHG hotel chain offers true hospitality where everyone can be welcomed and cared for, recognized, and respected whoever and wherever they are in the world.
  • Guest Management: Streamlined check-in and check-out process for hundreds of guests, prioritizing efficiency and convenience; simplified transactions and reduced waiting time, bolstering overall guest experience and satisfaction.
  • Operational Oversight: Preserved hotel's premier status by assuming full responsibility for operations and aesthetic appeal; ensured seamless functionality, cleanliness, and adherence to Holiday Inn Express standards, creating an inviting atmosphere for guests.
  • Financial Administration: Accurately handled, balanced and reconciled a variety of payment modes including cash, credit cards, and direct bill accounts; attentively identified and rectified out-of-balance situations, safeguarding hotel's financial integrity.
  • Guest Accommodation: Proactively attended to guest requests and needs during their stay, ranging from room service to itinerary planning; elevated customer comfort, contributing to repeat business and positive reviews.
  • Customer Service Excellence: Continually delivered superior customer service, fostering strong relationships with guests; diffused potential issues, won guest loyalty, and enhanced Holiday Inn Express reputation for hospitality.
  • Holiday Inn Express by IHG hotel chain offers true hospitality where everyone can be welcomed and cared for, recognized, and respected whoever and wherever they are in the world.

Direct Care Staff

KARING HANDS
Decatur, GA
10.2012 - 09.2015
  • Company Overview: Karing Hands provides compassionate care to individuals with disabilities or chronic illnesses.
  • Individual Support: Provided comprehensive assistance to individuals, performing everyday tasks including bathing, grooming, and house cleaning; facilitated autonomy where possible and ensured comfort, demonstrating sensitivity to unique needs.
  • Medication Administration: Safely administered prescribed medications, strictly adhering to dosages and timings; vigilantly monitored potential side effects or reactions, liaising with medical professionals as necessary, ensuring optimal health outcomes.
  • Health & Safety Maintenance: Upheld strict hygiene and cleanliness standards in home environment; conducted regular sanitation practices, reducing the risk of infections and contributing to the overall wellbeing of individuals under care.
  • Comfort Assurance: Played a crucial role in offering physical and emotional support to individuals, fostering an environment of empathy, respect, and dignity; improved quality of life and fostered a sense of safety and belonging.
  • Karing Hands provides compassionate care to individuals with disabilities or chronic illnesses.

Assistant

NATIONS REALTY
Decatur, GA
08.2010 - 06.2012
  • Company Overview: Nations Realty Inc, a progressive real estate firm in Decatur, excels in bringing innovation and dedication to the property market.
  • Document Management: Orchestrated the efficient processing of vital documents, streamlining administrative workflows and improving organizational efficiency.
  • Marketing Creativity: Designed and strategically placed advertisements, enhancing property visibility and driving potential customer engagement.
  • Broker Collaboration: Facilitated smooth business operations by ensuring timely and secure delivery of documents to brokers.
  • Information Distribution: Compiled, prepared, and disseminated crucial information to stakeholders, optimizing communication and decision-making processes.
  • Event Management: Actively supported open house events, ensuring a hospitable environment and effectively addressing potential buyer inquiries, further enhancing brand image.
  • Nations Realty Inc, a progressive real estate firm in Decatur, excels in bringing innovation and dedication to the property market.

Education

Associate Degree - Management & Supervision

DeKalb Technical College
Clarkston, GA
08.2011

Skills

  • Customer Service
  • Financial Oversight
  • Problem Resolution
  • Effective Communication
  • Staff Training & Development
  • Event and Meeting Planning
  • Strategic Business Development
  • Inventory Control
  • Cross-functional Collaboration
  • Team Leadership and Mentorship
  • Sales & Negotiation
  • Operational Management

References

Available Upon Request

Languages

English (Native)

Timeline

Residential Customer Care

SOUTHERN COMPANY
01.2025 - Current

Night Auditor

LAQUINTA INN & SUITES
04.2023 - 01.2025

General Manager

COUNTRY INN & SUITES
03.2020 - 02.2023

Assistant General Manager

ALOFT BY MARRIOT
05.2018 - 03.2020

Guest Service Representative

HOLIDAY INN EXPRESS EAST ATL
08.2015 - 04.2018

Direct Care Staff

KARING HANDS
10.2012 - 09.2015

Assistant

NATIONS REALTY
08.2010 - 06.2012

Associate Degree - Management & Supervision

DeKalb Technical College

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