Shashonia Williams
Decatur,GA
Summary
Warm and friendly individual helps customers in any situation. Enjoys working closely with team members to deliver positive guest experience. Experience as Front Desk Agent in busy and successful setting. Friendly candidate with passion for providing excellent customer service and facilitating guest satisfaction. Hardworking and flexible individual takes reservations, assigns rooms and handles payments. Outstanding multitasker with in-depth knowledge of travel planning software. Customer-oriented team member with strong background in customer relations and administrative support. Seamlessly provides check-in and check-out processes and assists guests in friendly, courteous manner. Committed to leaving great, lasting impression. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level position. Ready to help team achieve company goals. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. 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. Warm and friendly individual helps customers in any situation. Enjoys working closely with team members to deliver positive guest experience. Experience as Front Desk Agent in busy and successful setting. Driven Front Desk Agent highly skilled in managing reservations, telephone calls and customer inquiries. Poised and professional with total commitment to guest satisfaction. Well-versed in mitigating customer dissatisfaction with prompt service and diplomatic communication. Reliable, well-versed in assisting guests with check-in, check-out and billing services. Smart individual with combined organizational skills and polished customer service style. Promptly addresses various questions and concerns from customers to facilitate positive guest experience and repeat business.
Overview
11
11
years of professional experience
Work History
Front Desk Agent
Sonesta Hotels
10.2022 - Current
- Promoted positive guest relations to all individuals approaching the Front Desk
- Liaised with vendors to resolve issues with Internet phone and in-room movies
- Issued keycards and escort instructions to bellhops
- Cleaned and maintained lobby and common areas, restocking supplies
- Advised housekeeping staff when rooms have been vacated and are ready for cleaning
- Deposited guest valuables in hotel safes or safe-deposit boxes
- Welcome guests in a warm and friendly manner.
- Ascertains their lodging, purchasing needs.
- Assists guests and owners in a branded, friendly, proactive, and efficient manner with appropriate follow-up as necessary.
- Knows all essential aspects of our resort or hotel operations.
- Registers guests and manages the rooming chart.
- Verifies credit acceptance by reviewing and recording driver’s license number; and operating credit card authorization systems.
- Balances cash drawer by counting cash at beginning and end of work shift.
- Monitors lobby and check-in activity to determine room flow.
- Responds to guest inquiries and requests in a timely, friendly, and efficient manner.
- Provides pre-arrival support for guests arriving on packages.
- Facilitates correspondence with guests.
- Acts as the site liaison for the services and sales center.
- Works collaboratively with any resort associates and resources.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Collected room deposits, fees, and payments.
Assistant Store Manager
Simply Self Storage
02.2021 - 10.2022
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Rotated merchandise and displays to feature new products and promotions.
- Walked through Property areas to identify and proactively resolve issues negatively impacting operations and Daily checks.
- Maintained positive customer relationships by responding quickly to customer service inquiries.
- Processed payments for credit and debit cards and returned proper change for cash transactions.
- Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
- Opened and Closed Facility
Remote Customer Service Specialist
American Red Cross
10.2020 - 08.2021
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Complied with company policies and procedures by encouraging positive and effective work environment among employees.
- Applied basic sales strategy to engage customers and present solutions to suit individual needs.
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
- Reinforced established quality control standards and followed procedures for optimal customer interactions.
- Handled customer inquiries and suggestions courteously and professionally.
- Developed customer service improvement initiatives to decrease customer wait times.
- Answered constant flow of customer calls with minimal wait times.
- Processed customer service orders promptly to increase customer satisfaction.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
Remote Mortgage Processor Specialist
Cenlar FSB
10.2020 - 07.2021
- Set up and completed loan submission packages.
- Created strong working relationships with advisors, assistants and support staff.
- Processed account paperwork, transfers and money movement for new business accounts.
- Supported other operational teams with financial transactions and account maintenance.
- Worked with customers in person and via telephone to answer questions, process transactions, and resolve issues.
- Interviewed clients regarding loan needs and financial histories and conveyed information regarding application processes.
- Educated advisors regarding data searches, [Software] operation and report retrievals.
- Utilized and trained associates on various financial products and software programs.
- Processed account maintenance transactions, registered representative changes and IRA requests.
- Handled any conditions sent from underwriting departments.
- Developed comprehensive understanding of loan processing regulations and laws to be fully compliant.
- Analyzed borrower credit reports and income statements to verify accuracy.
- Reviewed financial statements and contacted institutions and customers to clarify details.
- Prepared file for final clear-to-close by branch management.
- Maintained accurate records of loan processing activities and documents in CRM system.
- Received on-going, comprehensive training on home loan products and mortgage process.
- Collected and compiled paperwork such as title abstracts, insurance paperwork, loan files and tax histories.
- Reviewed and validated details of loan applications and closing documentation.
Collector
U.S BANK
07.2016 - 05.2019
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Contacted customers to discuss payment schedules and set up or immediately process payments.
- Persistently reached out to customers with extremely past due accounts to recover lost revenue.
- Maintained high volume of calls and met demands of busy and productive group.
- Achieved performance goals on consistent basis.
- Reviewed accounts for compliance with repayment agreements.
- Directed day-to-day collections functions.
- Negotiated with account holders to devise repayment plans and minimize collections receivables.
- Documented changes in accounts and on credit reports.
- Managed discharge and sale of default property.
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
Casino Host
River City Casino & Hotel
12.2015 - 04.2016
- Developed one-on-one relationships with premium players and provided exceptional guest service to cultivate and maintain VIP relationships.
- Achieved goals and objectives for phone calls, e-mails and letters mailed to current, inactive and prospective high-end players for increased casino revenue.
- Maintained and developed positive, friendly relationships with gaming customers by assisting guests with VIP requests and amenities and issuing comps.
- Maintained detailed familiarity with high-value players and guests of casino and researched and identified most valuable players and guests in distinctive time frames.
- Collaborated with over [Number] departments to resolve customer complaints and issues to guarantee seamless satisfaction, boosting customer satisfaction ratings [Number]%.
- Issued complimentary rooms, meals and discounts to keep players at property and satisfied for maximum betting.
Remote Customer Service Representative
Convergent
01.2013 - 09.2014
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Processed customer service orders promptly to increase customer satisfaction.
- Tracked customer service cases and updated service software with customer information.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Education
High School Diploma -
Rockdale
Conyers, GA05.2010
Skills
- Message Delivery
- Concierge Services
- Mentoring
- Credit and Cash Payments
- Problem-Solving Skills
- Office Meetings
- Front Desk Management
- Clerical Support
- Customer Service
- Cash Handling
- Checking Guests In and Out
- Guest Services
- Travel Recommendations
- Hospitality Service
- Office Management
- Hotel Reservations
- Front Office Support
- Automated Telephone Systems
- Transportation Information
- Information Protection
- Guest Relations
- Registration Processing
- Reservations
- Administrative Skills
- File Management
Timeline
Front Desk Agent
Sonesta Hotels
10.2022 - Current
Assistant Store Manager
Simply Self Storage
02.2021 - 10.2022
Remote Customer Service Specialist
American Red Cross
10.2020 - 08.2021
Remote Mortgage Processor Specialist
Cenlar FSB
10.2020 - 07.2021
Collector
U.S BANK
07.2016 - 05.2019
Casino Host
River City Casino & Hotel
12.2015 - 04.2016
Remote Customer Service Representative
Convergent
01.2013 - 09.2014
High School Diploma -
Rockdale
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