Rosa Williams
Florence,SC
Summary
Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication. Driven Front Desk Agent highly skilled in managing reservations, telephone calls and customer inquiries. Poised and professional with total commitment to guest satisfaction. Well-versed in mitigating customer dissatisfaction with prompt service and diplomatic communication. Warm and friendly individual helps customers in any situation. Enjoys working closely with team members to deliver positive guest experience.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Front Desk Clerk
Baymont Inn & Suites-Florence
Florence, SC
01.2022 - 10.2022
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Collected room deposits, fees and payments.
- Politely welcomed arriving guests, providing room keys and information on amenities and policies.
- Maintained transaction security by verifying payment cards against identification.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Used internal software to process reservations, check-ins and check-outs.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Confirmed relevant guest information and payment methods to prevent fraud.
- Entered customer data into room system and updated information whenever patrons changed rooms.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Contacted housekeeping staff and maintenance department immediately to resolve guest room issues.
- Collaborated with team members to handle guest requirements from check-in through check-out.
CSR
Kelly Services (BCBS)
Florence, SC
05.2020 - 04.2021
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Answered average of [Number] calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
Front Desk Clerk
Travelodge Hotel
Florence, SC
08.2019 - 03.2020
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Collected room deposits, fees and payments.
Education
No Degree - Data Entry
Florence-Darlington Technical College
Florence, SCNo Degree - Business Administration And Management
Houston Community College
Houston, TXNo Degree - Pharmacy Technology
Midlands Technical College
West Columbia, SCHigh School Diploma -
Mayo High School
Darlington, SC06.1979
Skills
- Checking Guests In and Out
- Common Area Maintenance
- Data Gathering
- Check in and Checkout Procedures
- Two-Way Radio Operation
- Verifying Reservations
- Call Transfers
- Room Assignments
Certification
- Certified Pharmacy Technician, CVS Pharmacy, Wal-Mart Pharmacy - 2005-2009
Timeline
Front Desk Clerk
Baymont Inn & Suites-Florence
01.2022 - 10.2022
CSR
Kelly Services (BCBS)
05.2020 - 04.2021
Front Desk Clerk
Travelodge Hotel
08.2019 - 03.2020
No Degree - Data Entry
Florence-Darlington Technical College
No Degree - Business Administration And Management
Houston Community College
No Degree - Pharmacy Technology
Midlands Technical College
High School Diploma -
Mayo High School
- Certified Pharmacy Technician, CVS Pharmacy, Wal-Mart Pharmacy - 2005-2009
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