Shay Charles
Washington,DC
Summary
Achieved operational efficiency by leveraging Microsoft Excel and Word for daily tasks. Enhanced communication effectiveness through proficient use of fax machine. Improved information accessibility by organizing and maintaining filing systems. Elevated project quality through diligent research and editing efforts. Accelerated learning curve for new tasks, demonstrating adaptability. Strengthened team dynamics by collaborating with diverse members. Enhanced communication effectiveness in multicultural settings. Elevated customer satisfaction through outstanding service delivery. Produced high-quality videos using Final Cut Pro software, showcasing technical expertise. Gained insights into international business through travel to Slovakia, Czech Republic, and Hungary. Developed leadership capabilities through active participation in Future Business Leaders of America (FBLA). Engaged in McKinley Tech Book Club, Debate Team, and Builders Club, fostering personal growth.
Overview
9
9
years of professional experience
Work History
Front Desk Lead/Supervisor
The Escape Game
Washington, DC
10.2021 - Current
- Oversaw organization of front desk operations, including management of visitor logbooks and issuance of visitor badges.
- Oversaw incoming call management, directing inquiries to appropriate departments or staff for timely resolution.
- Welcomed and registered guests, ensuring a positive first impression and delivering exceptional customer service.
- Organized and coordinated appointment scheduling and calendar management for multiple staff members.
- Executed cash transaction management with precision and security.
- Facilitated administrative operations by preparing documents, organizing files, and managing correspondence.
- Optimized reservation systems by updating accurate information on room availability and rates.
- Facilitated training for new front desk personnel on standard operating procedures and customer service protocols.
- Analyzed team performance metrics to identify improvement opportunities and implement targeted coaching sessions.
- Directed team efforts to enhance operational efficiency through strategic communication and task delegation.
- Designed and implemented training programs for new employees to optimize onboarding processes.
- Led cross-functional project coordination to ensure alignment with organizational objectives and timely delivery of outcomes.
- Guided junior staff in best practices to enhance knowledge transfer and foster professional development within the team.
Head Hostess/Event Caterer
Chiko
Washington, DC
01.2018 - 12.2021
- Coordinated venue cleanup activities and assisted in systematic food storage and other closing tasks.
- Streamlined guest reservation processes and seating logistics, ensuring optimal table allocation.
- Engaged with guests upon arrival, providing a friendly and inviting atmosphere to foster positive interactions.
- Implemented systematic organization and maintenance of host stand area, contributing to a positive initial impression for visitors.
- Collaborated with team members to ensure seamless execution of guest accommodations, addressing dietary needs and celebration arrangements.
Lead Cashier
Family Dollar
Washington, DC
06.2018 - 03.2020
- Executed implementation of new POS system to enhance accuracy and efficiency in cash handling procedures.
- Led training and supervision of team of cashiers to optimize checkout efficiency and enhance customer satisfaction.
- Oversaw cash register operations, ensuring accurate cash transactions and efficient return processing.
- Oversaw accurate documentation of daily sales returns and voids to ensure alignment with end-of-day reports.
- Addressed customer complaints and resolved issues related to refunds and exchanges efficiently.
Trainer
Panera Bread
Washington, DC
11.2016 - 04.2018
- Assumed leadership role as primary resource for new representatives and complex customer interactions.
- Delivered exceptional customer service by efficiently greeting and seating guests, managing order processes, and fostering a positive dining atmosphere.
- Oversaw cleanliness of dining area and ensured proper table setup with utensils, condiments, and menus.
- Articulated daily specials and beverage options to enhance customer experience.
- Worked effectively in fast-paced environments.
Education
Diploma - Mass Media
McKinley Technology High School
Washington, DC07.2015
Skills
- Exceptional communication
- Guest relations
- Initiative-taking
- Billing management
- Room blocking
- Strong leadership
- Customer service
- Time management
- Hospitality services
- Administrative skills
Timeline
Front Desk Lead/Supervisor
The Escape Game
10.2021 - Current
Lead Cashier
Family Dollar
06.2018 - 03.2020
Head Hostess/Event Caterer
Chiko
01.2018 - 12.2021
Trainer
Panera Bread
11.2016 - 04.2018
Diploma - Mass Media
McKinley Technology High School