Shadae Brown
Mckeesport,PA
Summary
Enthusiastic, hardworking individual with over four years of customer service experience including sales, tech support and customer care. Skilled in resolving complex customer inquiries and providing technical solutions in-person and by telephone. Familiar with customer service software and is highly motivated, willing and eager to learn new skills.
Overview
11
11
years of professional experience
Work History
Hotel Front Desk Agent
Days Inn By Wyndham
05.2024 - Current
- Provide exceptional customer service by assisting guests with inquiries and resolving issues.
- Approach all encounters with guests in a friendly, efficient and service-oriented manner.
- Managed guest check-in and check-out processes, ensuring a seamless experience.
- Collected room deposits, fees, and payments.
- Trained new front desk agents on policies and procedures, ensuring consistent execution of hotel standards..
- Answer incoming calls and questions about guests’ needs in-person and online regarding room bookings, room rates, amenities, available rooms, rewards programs, and special requests.
- Collaborate with housekeeping and maintenance teams to address guest concerns and ensure guest satisfaction.
- Handled guest complaints with professionalism, resolving issues promptly to retain customer loyalty.
Hotel Front Desk Agent
Microtel Inn & Suites By Wyndham Washington/meadow Lands
06.2021 - 05.2023
- Approached all encounters with guests in a friendly, efficient and service-oriented manner.
- Handled cash and credit payments, adhering to the hotel’s cash handling policy.
- Answered incoming calls and questions about guests’ needs in-person and online regarding room bookings, room rates, amenities, available rooms, rewards programs, and special requests.
- Managed room reservations, check-ins, and check-outs using hotel software.
- Collaborated with housekeeping and maintenance teams to address guest concerns and ensure guest satisfaction.
- Coordinated room assignments using property management system to optimize occupancy.
- Trained new staff on front desk procedures and customer service standards.
- Handled guest complaints with professionalism, resolving issues promptly to retain customer loyalty.
Technical Support Representative
IBEX Global (Frontier Communications)
11.2020 - 05.2021
- Handled Large volume of calls on a day to day basis.
- Provided real-time support for basic technical problems.
- Performed Detailed troubleshooting with customers.
- Followed set out protocols carefully to resolve issues or answer questions.
- Awarded Employee of the Month because of high customer satisfaction.
- Maintained detailed documentation of customer interactions in CRM system for future reference.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Used ticketing systems to manage and process support actions and requests.
Customer Service Representative (Amazon.com)
IBEX Global (Amazon.com)
10.2019 - 11.2020
- Handled Large volume of calls on a day to day basis.
- Assisted customers with product selection, product orders and product returns.
- Resolved customers complaints and issues in a timely and satisfactory manner.
- Collaborated with team members to improve customer service processes and procedures.
- Resolved customer inquiries effectively, enhancing overall satisfaction and loyalty.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
Store clerk/ Cashier
Knix Knox Shop And Variety Store
02.2015 - 12.2018
- Performed opening and closing duties.
- Conducted sales transactions, processed payments and managed cash register.
- Assisted customers with product inquiries, refund and exchanges.
- Demonstrated an ability to quickly and accurately process transactions.
- Assisted with store displays and inventory management.
Education
High School Diploma - undefined
Morant Bay High School
Morant Bay, St. Thomas01.2014
Skills
- Microsoft Office Suite
- Experience in CRM
- Experience in POS
- Communication Skills
- Customer Service Skills
- Retail Sales
- Graphic Design
- Problem-Solving
- Responsibility
- Teamwork orientation
- Phone and email etiquette
- Time management
- Computer skills
- Nightly audits
Languages
English
Additional info
- Gender: Female
- Date of birth: 1997-06-21
- Nationality: Jamaican
Timeline
Hotel Front Desk Agent
Days Inn By Wyndham
05.2024 - Current
Hotel Front Desk Agent
Microtel Inn & Suites By Wyndham Washington/meadow Lands
06.2021 - 05.2023
Technical Support Representative
IBEX Global (Frontier Communications)
11.2020 - 05.2021
Customer Service Representative (Amazon.com)
IBEX Global (Amazon.com)
10.2019 - 11.2020
Store clerk/ Cashier
Knix Knox Shop And Variety Store
02.2015 - 12.2018
High School Diploma - undefined
Morant Bay High School
Similar Profiles
Charlena NicholsonCharlena Nicholson
Manager of House Keeping at Days Inn of WyndhamManager of House Keeping at Days Inn of Wyndham
BHANU PRIYABHANU PRIYA
Manager at Days inn by wyndhamManager at Days inn by wyndham
ZANETA MINCEYZANETA MINCEY
Motel Receptionist at Days Inn By WyndhamMotel Receptionist at Days Inn By Wyndham
Madelynne ScottMadelynne Scott
Fulfillment Associate at TargetFulfillment Associate at Target
LAUREN MCCLINTONLAUREN MCCLINTON
SOCIAL WORKER at HCR ManorcareSOCIAL WORKER at HCR Manorcare