Sa’de Graves
Fort Thomas,KY
Summary
Dedicated professional with strong skills in problem-solving, communication, and conflict resolution. Demonstrates adaptability and effective listening to support team goals and enhance client relationships. Ready to contribute to a dynamic team and drive success. Authorized to work in the US for any employer
Overview
11
11
years of professional experience
Work History
Financial Customer Service Representative
Fidelity Investments
Covington, KY
09.2024 - 06.2025
- Conducted research into account discrepancies and provided solutions as needed.
- Organized client files according to established protocols while maintaining confidentiality of sensitive information.
- Maintained accurate records of financial transactions for clients.
- Adhered to bank policies, procedures, and security measures when handling customer data.
- Reviewed loan applications against established criteria before approving or denying them.
- Utilized problem-solving techniques to resolve complex customer service issues quickly and efficiently.
- Worked closely with other departments on projects that required collaboration across teams.
- Generated monthly statements for customers detailing their current balance information.
- Demonstrated strong organizational skills to manage multiple tasks simultaneously.
- Provided excellent customer service to clients, resolving inquiries and complaints in a timely manner.
Room Service Ambassador
St. Elizabeth Hospital
Fort Thomas, KY
04.2023 - 07.2024
- Collaborated closely with supervisors and other team members in order to meet high standards of quality assurance.
- Coordinated with kitchen staff to ensure timely completion of guest orders according to their preferences.
- Resolved customer complaints professionally while maintaining a friendly attitude towards customers at all times.
- Managed multiple tasks simultaneously while still providing an outstanding level of customer service.
- Greeted customers warmly upon arrival at the hotel lobby or room service area.
- Inspected each order before leaving the kitchen area to ensure quality standards were met.
- Developed comprehensive knowledge of menu items, including ingredients and preparation methods, to accurately answer questions from customers.
- Assisted in training new team members on proper order taking procedures, delivery protocols and customer service practices.
- Performed daily inspections of room service carts, ensuring they were properly stocked with all necessary items.
- Maintained updated records of orders and deliveries using point-of-sale software.
- Adhered to all safety protocols when handling hot plates or trays during meal delivery.
- Demonstrated strong customer service skills by providing exceptional hospitality and responding to guests' inquiries in a timely manner.
- Utilized excellent communication skills to build relationships with guests and provide personalized experiences during their stay.
- Operated cash registers efficiently to process payments for food orders quickly and accurately.
- Delivered meal orders promptly while adhering to predetermined timeframes set by management.
- Greeted guests with enthusiasm and offered assistance with placing room service orders.
- Responded to or escalated customer concerns and complaints to promptly resolve.
- Delivered food and beverage orders to guest rooms while upholding quality service standards.
- Prepared and set up dining area to meet guest individual needs and preferences.
- Carried food, silverware, and linen on trays and used carts to carry trays.
Front Desk Associate/supervisor
Holiday Inn Express-Bellevue
Bellevue, KY
03.2022 - 04.2023
- Answered phone professionally and courteously and used proper phone greeting techniques.
- Maintained cleanliness of the front desk area and lobby for a welcoming atmosphere.
- Processed payments with accuracy using cash registers, credit card machines, and POS systems.
- Greeted guests in a professional and friendly manner, ensuring their needs were met.
- Handled customer feedback positively by addressing concerns in a timely manner.
- Developed strong relationships with guests through attentive listening and effective communication.
- Verified identification upon check-in for security purposes according to company policy.
- Performed administrative duties such as data entry, document scanning, photocopying.
- Provided exceptional customer service by responding promptly to guest inquiries and requests.
- Ensured all safety protocols were followed at all times according to company policies.
- Demonstrated excellent organizational skills by accurately processing paperwork, filing documents, and updating records.
- Managed reservations via online booking system or direct phone contact with customers.
- Inspected rooms prior to guest arrival for cleanliness standards compliance.
- Assisted guests with check-ins and checkouts while providing courteous hospitality service.
- Handled cash, credit and debit card transactions accurately.
- Greeted customers upon arrival and provided assistance with check-in.
- Interacted kindly with guests, offering assistance and support.
- Contacted housekeeping or maintenance staff when guests reported problems.
- Made and confirmed reservations.
Hotel Night Auditor
Holiday Inn Cincinnati Riverfront
Covington, KY
03.2014 - 02.2022
- Prepared end-of-day reports summarizing transactions including revenue totals, occupancy levels, taxes charged.
- Analyzed financial data, prepared reports and reconciled discrepancies for the hotel's accounting system.
- Monitored surveillance cameras in order to detect any suspicious activity within the premises.
- Ensured compliance with all applicable laws related to hospitality industry standards.
- Stocked inventory items necessary for efficient operation of the night audit department.
- Verified accuracy of invoices for billing purposes before submitting them for approval.
- Performed daily audits of hotel accounts and cash handling procedures to ensure accuracy and compliance with established policies.
- Created detailed reports on guest feedback surveys regarding their stay at the hotel.
- Reconciled discrepancies between actual cash receipts versus expected receipts from previous day's activities.
- Updated records on room availability status and rate changes in property management software system.
- Managed maintenance requests from guests while communicating updates between staff members.
- Provided assistance with check-ins and check-outs, responded to inquiries about services, rates and amenities, and resolved guest complaints.
- Maintained a clean work environment by organizing paperwork, filing documents.
- Processed payments using credit card machines, POS systems, and manual methods of payment.
- Utilized problem solving techniques when dealing with difficult guest situations or disputes.
- Demonstrated strong customer service skills while interacting with guests in person and over the phone.
- Inspected rooms prior to check-in for cleanliness and adherence to brand standards.
- Audited daily guest ledger of hotel to verify and balance entries.
- Prepared summary of cash, check, and credit card activities to reflect hotel's financial performance.
Education
High school diploma or GED - undefined
Northern Ky Learning Academy Alt School
Newport, KY06.2012
Skills
- Cash handling Computer Literacy
- Patience Adaptability
- Attention to Detail Communication
- Effective Listening Problem-solving
- Time Management Organization
- Multitasking Collaboration
Timeline
Financial Customer Service Representative
Fidelity Investments
09.2024 - 06.2025
Room Service Ambassador
St. Elizabeth Hospital
04.2023 - 07.2024
Front Desk Associate/supervisor
Holiday Inn Express-Bellevue
03.2022 - 04.2023
Hotel Night Auditor
Holiday Inn Cincinnati Riverfront
03.2014 - 02.2022
High school diploma or GED - undefined
Northern Ky Learning Academy Alt School