Summary
Overview
Work History
Education
Skills
Timeline
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Rooseline Francois

Miami,FL

Summary

Driven Front Desk Agent highly skilled in managing reservations, telephone calls and residents inquiries. Poised and professional with total commitment to residents and guests satisfaction. Well-versed in mitigating customer dissatisfaction with prompt service and diplomatic communication.

Overview

7
7
years of professional experience

Work History

Front Desk Agent

First Service Residential
01.2022 - Current
  • Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
  • Took reservations over phone, in person, and via computer for guests and provided confirmation information.
  • Resolved guest issues promptly, resulting in positive feedback and return visits.
  • Answered customer telephone calls promptly and appropriately handled needs.
  • Increased residents loyalty with exceptional communication skills and personalized service.
  • Greeted visitors and residents upon arrival, offered assistance, and answered questions to build rapport and retention.
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
  • Trained new staff members in customer service techniques and residential operations.

Front Desk Security – Field Force

The Hemispheres Condominium
01.2021 - 12.2022
  • CCTV experience
  • Greet tenants and welcome guest
  • Answer phone calls and redirect them to the appropriate line
  • Monitor contractors on property
  • Maintain Visitors logbook Receive packages, and Deliveries
  • File and report any complaints
  • Keep an inventory of Front Desk supplies, and ensure it is stocked
  • Assisted in emergency situations by following established protocols, ensuring the safety of all individuals on the property.
  • Completed detailed incident reports after any security-related events, ensuring accurate documentation for future reference or insurance claims purposes.
  • Improved communication between security team members through consistent use of radio equipment and adherence to protocols.

Security Officer

Shore Club Hotel
04.2018 - 11.2018
  • Greet guest/customers
  • Secure hotel safety hazards
  • Answer calls
  • Answer guest/customers questions
  • Incident reports
  • Deliver packages
  • Patrols
  • Directory
  • CCTV experience
  • Acted quickly during emergency situations to reduce opportunity for damage and injury.
  • Provided excellent customer service while addressing visitor inquiries or concerns related to facility safety or access control procedures.
  • Maintained a safe environment for employees and visitors through continuous risk assessment and threat analysis.
  • Wrote detailed reports on property damage, theft, presence of unauthorized persons and unusual incidences.
  • Completed full building and grounds patrols to spot and investigate concerns.
  • Examined doors, windows and gates to verify security.
  • Recorded observations and occurrences and interviewed witnesses to complete and submit incident report.

Security Guard

APEX EVENT SERVICES
02.2018 - 03.2018
  • Stand long period of time Secure building Directory Scanning
  • Inspected and adjusted security systems, equipment and machinery to maximize coverage of parking lots and building interior and exterior.
  • Responded quickly to incidents and assessed active situations for security concerns.
  • Responded quickly to emergency situations to assess and deflect issues.

DYASPORA IMMIGRATION & MULTI SERVICES
12.2016 - 10.2017
  • Create and update reports
  • Arrange appointments
  • Arrange meetings
  • Take notes
  • Answer phone calls
  • Greet visitors
  • Filing forms retail

Education

No Degree - Social Work

Miami Dade College—North Campus
Miami, FL
01.2027

High School Diploma -

North Park Highschool
Opa-locka, FL
06.2016

Skills

  • Computer skills
  • Social skills
  • Communication skills
  • Multi-tasking skills
  • Writing skills
  • Exceptional listener
  • Filing important files
  • Interpersonal abilities
  • Reading skills
  • Bilingual - Creole
  • CPR certified
  • Customer Service
  • Guest Services
  • Problem-solving skills
  • Hospitality services
  • Training and mentoring
  • Phone and Email Etiquette

Timeline

Front Desk Agent

First Service Residential
01.2022 - Current

Front Desk Security – Field Force

The Hemispheres Condominium
01.2021 - 12.2022

Security Officer

Shore Club Hotel
04.2018 - 11.2018

Security Guard

APEX EVENT SERVICES
02.2018 - 03.2018

DYASPORA IMMIGRATION & MULTI SERVICES
12.2016 - 10.2017

No Degree - Social Work

Miami Dade College—North Campus

High School Diploma -

North Park Highschool

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Rooseline Francois