Summary
Overview
Work History
Education
Certification
Timeline
Generic

Sharon McCoy

Spout Spring,VA

Summary

Telephone Operator offering 20 plus years in exceeding customer expectations via professional phone interactions. Best-in-class at seamlessly operating switchboard to address customers quickly, transfer calls accurately and minimize hold times. Customer-focused listener skilled at resolving issues and explaining company information with courtesy.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Switchboard Operator

Centra Health - Lynchburg, VA
Lynchburg, VA
08.2023 - 10.2023
  • Operated telephone switchboard and routed calls to correct destination.
  • Verified caller identification before transferring calls or releasing confidential information.
  • Provided customer service support by responding to inquiries, complaints and requests for information.
  • Routed emergency calls to the appropriate department or personnel.
  • Utilized paging technology within organization to connect quickly with key people.
  • Answered and transferred incoming calls to appropriate departments, personnel or outside lines.
  • Handled confidential information with discretion and professionalism.
  • Operated telephone switchboard to provide information, take messages and forward calls.
  • Completed connections between callers, departments and professionals.
  • Answered calls with friendly and polite approach to engage callers and deliver exceptional customer service.
  • Operated multi-line telephone system to answer incoming calls, determine purpose of callers, and forward calls to appropriate personnel or department.
  • Shared or forwarded messages and information to designated personnel.
  • Alerted staff of emergency information and general announcements using PA system.
  • Addressed customer concerns professionally in order to provide satisfactory solutions.
  • Monitored emergency and code alarms, making emergency announcements or routing emergency calls to appropriate location.
  • Handled incoming and outgoing calls according to standard operating procedures.
  • Displayed strong telephone etiquette, effectively handling difficult calls.
  • Understood and followed oral and written directions.

Executive Housekeeping Manager

Holiday Inn Express-Lynchburg
Lynchburg, VA
10.2022 - 07.2023
  • Checked inventory for required supplies and made lists for needed cleaning products.
  • Collaborated with other departments, such as engineering and front desk, to ensure smooth operations.
  • Communicated with maintenance team on damages to repair.
  • Maintained accurate records of inventory levels, cleaning supplies, and equipment repairs.
  • Conferred with staff to resolve performance and personnel problems and discuss company policies.
  • Managed team of employees, daily progress reports and overall project planning.
  • Investigated customer complaints regarding cleanliness or service issues.
  • Monitored supply levels and requested new items to maintain completing daily cleaning tasks.
  • Conducted daily walk throughs and inspections of guest rooms and public spaces.
  • Defined and monitored personnel and project schedules to ensure on-time project completion.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Prepared and distributed assignment sheets to assigned staff.
  • Recruited and hired workers, in addition to supervising and monitoring daily performance.
  • Created schedules for staff to ensure adequate coverage at all times.
  • Coached staff on strategies to enhance performance and improve customer relations.
  • Analyzed guest feedback to identify areas of improvement in housekeeping services.
  • Inspected rooms on a regular basis to verify that they meet quality standards.
  • Resolved conflicts between employees in a timely manner following company policies.
  • Reported damage or theft of hotel property to management.
  • Provided guidance and assistance to staff during peak periods or when needed.
  • Established and enforced procedures and work standards, promoting team performance and safety.
  • Inspected and evaluated physical condition of establishment to submit recommendations to management regarding painting, repairs and reallocation of space.
  • Delegated work to staff, setting priorities and goals.
  • Ordered supplies, equipment, and chemicals necessary for daily operations.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Maintained updated knowledge through continuing education and advanced training.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Recognized by management for providing exceptional customer service.

Assistant General Manager

Holiday Inn Express-Lynchburg
Lynchburg, VA
05.2021 - 10.2022
  • Implemented safety protocols to protect both customers and employees from potential hazards.
  • Analyzed financial data and prepared reports for senior management.
  • Performed administrative tasks such as filing paperwork, preparing documents.
  • Ensured that customer service standards were met or exceeded at all times.
  • Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
  • Implemented successful business strategies to increase revenue and target new markets.
  • Maintained accurate records of employee attendance, payroll information, sales figures.
  • Applied knowledge of coverage needs and individual employee strengths to produce successful team schedules.
  • Oversaw payroll preparation and administration for staff.
  • Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
  • Completed thorough opening, closing and shift change functions to maintain operational standards each day.
  • Resolved customer complaints in a timely manner while maintaining a professional demeanor.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Placed new inventory orders and oversaw correct restocking procedures to maintain operational output.
  • Disciplined and maintained staff to deliver hospitable, professional service reflecting business initiatives.
  • Prepared staff work schedules and assigned team members to specific duties.
  • Formed and sustained strategic relationships with clients.
  • Conducted regular performance evaluations for employees to ensure quality standards were maintained.
  • Motivated and led team members to work together
  • Motivated and led team members to work together to achieve targets.
  • Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
  • Assisted in the recruitment process by conducting interviews with prospective candidates.
  • Provided training, guidance, and support to staff members on proper procedures and policies.

Front Office Manager/Receptionist Administrator

Hampton Inn By Hilton-Lynchburg
Lynchburg, VA
10.2017 - 05.2022
  • Supervised the preparation of guest bills and invoices ensuring accuracy before issuing them to guests.
  • Developed and implemented strategies to maximize guest satisfaction and optimize operational efficiency.
  • Recruited and trained new employees to meet job requirements.
  • Interviewed prospective employees and provided input to HR on hiring decisions.
  • Resolved customer complaints promptly and efficiently while maintaining a professional demeanor at all times.
  • Provided leadership to ensure that all Front Office team members are delivering excellent customer service.
  • Orchestrated staff meetings to maintain open communication and quickly address concerns.
  • Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Organized team activities to build camaraderie and foster pleasant workplace culture.
  • Implemented effective strategies to improve customer loyalty programs and enhance sales opportunities.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Performed administrative tasks such as filing paperwork, preparing reports or updating databases when needed.
  • Managed inventory levels for supplies used at the front desk such as stationary items, key cards.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Answered phones to respond to customer inquiries and transferred calls to appropriate staff members.
  • Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
  • Planned and led team meetings to review business results and communicate new and ongoing priorities.
  • Analyzed customer feedback data to identify areas of improvement.
  • Monitored front desk operations on a regular basis to identify areas for improvement or corrective action.
  • Updated knowledge about current industry trends through research or attending professional development courses.
  • Provided support during events held at the hotel premises such as conferences or exhibitions hosted by clients.
  • Completed thorough opening, closing and shift change functions to maintain operational standards each day.
  • Assisted in recruiting, training, evaluating and developing staff members in order to maintain high standards of performance.
  • Reviewed completed work to verify consistency, quality and conformance.
  • Ensured compliance with hotel policies and procedures as well as local, state and federal regulations.
  • Ensured proper maintenance of check-in and check-out log books, reservation logs and other related documents.
  • Responsible for managing the daily operations of the front office, including greeting guests, answering phone calls and emails.
  • Assisted with interviewing job applicants by asking appropriate questions and offering insight and feedback.
  • Established strong relationships with corporate clients in order to foster repeat business opportunities.
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Recognized by management for providing exceptional customer service.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Approached customers and engaged in conversation through use of effective interpersonal and people skills.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Displayed strong telephone etiquette, effectively handling difficult calls.
  • Planned and completed group projects, working smoothly with others.
  • Maintained updated knowledge through continuing education and advanced training.

Concierge

Centra Health Soutside
Farmville, VA
10.2023 - Present
  • Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
  • Responded promptly to all customer inquiries via telephone, email or face-to-face contact while maintaining a friendly demeanor.
  • Assisted with check-in procedures including confirming appointments, and providing directions to physicians offices
  • Maintained guest privacy and building reputation by keeping information confidential.
  • Maintained a professional presence at the front desk area by adhering to dress code standards.
  • Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
  • Spoke with patrons to make conversation, answer questions or to respond to complaints.
  • Built and maintained productive relationships with employees.
  • Acknowledged and greeted guests entering or leaving building, promoting pleasant environment.

Education

High School Diploma -

E C Glass
Lynchburg, VA
06-1981

Certification

  • Heartsaver First Aid CPR AED Program

Timeline

Concierge

Centra Health Soutside
10.2023 - Present

Switchboard Operator

Centra Health - Lynchburg, VA
08.2023 - 10.2023

Executive Housekeeping Manager

Holiday Inn Express-Lynchburg
10.2022 - 07.2023

Assistant General Manager

Holiday Inn Express-Lynchburg
05.2021 - 10.2022

Front Office Manager/Receptionist Administrator

Hampton Inn By Hilton-Lynchburg
10.2017 - 05.2022

High School Diploma -

E C Glass
  • Heartsaver First Aid CPR AED Program

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