SEAN SUTHELAND
Margate
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.
Overview
10
10
years of professional experience
Work History
Front Desk Agent
Marriott Beach Place Towers
01.2020 - 07.2023
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Collected room deposits, fees, and payments.
- Answered customer telephone calls promptly and appropriately handled needs.
- Used internal software to process reservations, check-ins and check-outs.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Issued room keys to guests upon check-in and answered questions regarding proper use.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Responded swiftly to room requests and other inquiries made via establishment website, email, or phone.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Developed and maintained positive relationships with guests for satisfaction.
- Trained new staff members in customer service techniques and hotel operations.
Assistant Manager
DTLR
02.2018 - 02.2020
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Mentored team members to enhance professional development and accountability in workplace.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Created employee schedules to align coverage with forecasted demands.
- Reviewed sales and gross profit report to assess company efficiency.
- Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
- Monitored security to protect employees, customers and property.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
Store Manager
XFinity/ Xfinity Mobile, Coconut Creek
10.2013 - 02.2018
- Managed inventory control, cash control, and store opening and closing procedures.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Walked through store areas to identify and proactively resolve issues negatively impacting operations.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
- Engaged directly with customers to offer assistance and resolve complaints.
- Trained employees, monitored performance and conducted periodic reviews focused on continuous improvement.
- Audited store operations and records under management direction and resolved discrepancies.
Education
Bachelor’s Degree - Business Administration And Management
Hampton University
Hampton, VA04.2005
BBA - Business Management
Thomas Nelson Community College
Hampton, VA05.2012
Skills
- Keenness
- Payment Oversight
- Word Processing
- Sales Expertise
- Operational Efficiency
- Security Protocols
- Supply Replenishment
- Credit and Cash Payments
- Customer Service
- File Management
- Problem-Solving Skills
- Listening Skills
Timeline
Front Desk Agent
Marriott Beach Place Towers
01.2020 - 07.2023
Assistant Manager
DTLR
02.2018 - 02.2020
Store Manager
XFinity/ Xfinity Mobile, Coconut Creek
10.2013 - 02.2018
Bachelor’s Degree - Business Administration And Management
Hampton University
BBA - Business Management
Thomas Nelson Community College
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