Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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SHAQUILLE ROBERTSON

Summary

Highly dedicated and enthusiastic professional with a robust background in customer service management, hospitality management, and dental operations management. Proven track record in team leadership, operational efficiency, and delivering exceptional guest and patient experiences. Committed to excellence, hard work, and a focus on customer satisfaction and operational excellence.

Overview

12
12
years of professional experience

Work History

General Manager

Extended Stay America Austin/Round Rock Tx
10.2023 - Current
  • Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
  • Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
  • Maintained and analyzed P&L, survey scores, and labor management.
  • Trained and onboarded new employees in customer service protocols and operational standards.
  • Oversaw inventory and executed corrective actions to enhance profitability.
  • Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.

Customer Service Specialist / New Hire Mentor

Unique Management Services
02.2021 - 11.2023
  • Developed and implemented forward-thinking strategies to enhance customer satisfaction, proactively addressing and resolving guest needs and concerns.
  • Achieved high satisfaction ratings by implementing proactive one-call resolutions for customer issues, ensuring prompt and effective service.
  • Maintained and managed detailed customer files and databases to ensure accurate records and personalized guest experiences.


Front Desk Manager/AGM in Training

Woodspring Suites
03.2017 - 02.2021
  • Supervised daily operations to meet performance, quality, and service standards.
  • Trained new employees on customer service standards and protocols.
  • Assisted in recruiting, hiring, and training team members.
  • Handled inquiries regarding reservations, hotel information, and guest concerns.
  • Kept accounts in balance and ran daily reports to verify totals.

Lead Registered Dental Assistant/ Front Office Assistant

DECA Dental Group
02.2016 - 02.2021
  • Supported dentists during procedures, assisting dental fillings, permanent, and temporary crowns and sealants.
  • Acted as a liaison between dentist, insurance providers, and patients for smooth billing processes and coverage inquiries.
  • Supervised and led a team of dental hygienists and support staff.
  • Managed inventory, clinical supplies, and ensured compliance with CDC, OSHA, HIPAA, and safety standards.


Correctional Officer Sergeant

Texas Department Of Criminal Justice
04.2012 - 10.2015
  • Supervised employees and managed offender tasks to maintain facility order.
  • Assisted in developing procedures and policies to ensure a safe environment.
  • Prepared and maintained detailed records, logs, and reports.
  • Effectively managed high-stress situations while maintaining professionalism, demonstrating strong leadership skills under pressure.

Education

High School Diploma - General Studies

Huntsville High School
Huntsville, Texas

Registered Dental Assistant in Dental Assisting - Dental Assisting

Remington College - North
Houston, Texas

Skills

  • Customer Relationship Management
  • Front Office Operations
  • Employee Supervision and Training
  • Inventory Management
  • Financial Management and Budgeting
  • Operations Management
  • Strategic Planning and Execution
  • Service Recovery and Resolution
  • Hiring and Onboarding
  • Schedule Management
  • Process Improvements
  • Facility Management

Accomplishments

Awarded Service Champion 23' for significantly improving hotel scores and reviews.

Timeline

General Manager

Extended Stay America Austin/Round Rock Tx
10.2023 - Current

Customer Service Specialist / New Hire Mentor

Unique Management Services
02.2021 - 11.2023

Front Desk Manager/AGM in Training

Woodspring Suites
03.2017 - 02.2021

Lead Registered Dental Assistant/ Front Office Assistant

DECA Dental Group
02.2016 - 02.2021

Correctional Officer Sergeant

Texas Department Of Criminal Justice
04.2012 - 10.2015

High School Diploma - General Studies

Huntsville High School

Registered Dental Assistant in Dental Assisting - Dental Assisting

Remington College - North

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SHAQUILLE ROBERTSON