Shaneeka Grant
Carnegie,PA
Summary
Results-driven professional focused on delivering exceptional support for customer needs, with the ability to handle multiple projects simultaneously with a high degree of accuracy. Offers strong background in customer relations and communication.
Overview
6
6
years of professional experience
Work History
Front Desk Agent
Comfort Suites
11.2023 - Current
- Maintaining accurate records of guest information, payments, and reservations using hotel management software systems.
- Providing exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Managing approximately 30 incoming calls, emails and faxes per day from customers
- Supporting sales efforts through upselling rooms, amenities, or special packages when appropriate.
- Using quick responses and dynamic service skills to build relationships with guests and improve customer retention rate.
Front Desk Agent
Wingate by Wyndham
08.2022 - 11.2023
- Enhanced guest satisfaction by efficiently managing check-in and check-out processes.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Increased customer loyalty with exceptional communication skills and personalized service.
- Demonstrated adaptability during unexpected challenges such as system outages or emergency situations while maintaining composure under pressure.
Assistant Human Resource Manager
Moving Reservations Corp
09.2021 - 07.2022
- Managed the talent acquisition process which includes recruitment, interviewing and hiring of qualified applicants
- Evaluated job descriptions regularly to maintain consistency across departments while ensuring accurate reflection of position duties and responsibilities.
- Collaborated on the development of company-wide training programs that improved employee performance, job satisfaction, and overall productivity.
- Developed effective onboarding materials to ensure new hires quickly acclimated to company culture and expectations.
Customer Service Representative for Ambit Energy
Hinduja Global Solutions Call Center
12.2020 - 08.2021
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Customer Service Agent for Spirit Airlines
GCG Ground Services
09.2018 - 09.2020
- Facilitated boarding and deplaning of passengers
- Assisted passengers with check-in and ticketing services
- Handled baggage claims and flight clearance.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
Education
Bachelors in Business Administration - Marketing
University of Technology
Jamaica08.2019
Skills
- Data Entry Documentation and Reporting
- Digital Marketing
- Excellent oral and written communication skills
- Reservation System
- Microsoft Office
- Administrative Skills
- Training and Mentoring
- Automated telephone system
- Computer Skills
- Teamwork and Collaboration
- Customer Service Management
Timeline
Front Desk Agent
Comfort Suites
11.2023 - Current
Front Desk Agent
Wingate by Wyndham
08.2022 - 11.2023
Assistant Human Resource Manager
Moving Reservations Corp
09.2021 - 07.2022
Customer Service Representative for Ambit Energy
Hinduja Global Solutions Call Center
12.2020 - 08.2021
Customer Service Agent for Spirit Airlines
GCG Ground Services
09.2018 - 09.2020
Bachelors in Business Administration - Marketing
University of Technology
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