Shayla Copeland
Detroit,MI
Summary
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 [Type] 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.
Overview
5
5
years of professional experience
Work History
Front Desk Agent
Hampton Inn Suites
01.2023 - 06.2023
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Collected room deposits, fees, and payments.
- Answered customer telephone calls promptly and appropriately handled needs.
- Used internal software to process reservations, check-ins and check-outs.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Maintained clean and organized front desk areas to uphold polished company image.
- Issued room keys to guests upon check-in and answered questions regarding proper use.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
Home Health Aide
Falicias Place
03.2021 - 09.2022
- Assisted patients with dressing, grooming and feeding needs, helping to overcome, and adapt to mobility restrictions.
- Performed laundry, grocery shopping and other light housekeeping duties as instructed by client.
- Traveled to clients' homes to complete healthcare services and promote continuity of care.
- Provided mobility assistance such as walking and regular exercising.
Caregiver
Waltonwood Senior Living
02.2018 - 04.2020
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Assisted with dressing guidance, grooming, meal preparation, and medication reminders.
- Engaged patients in meaningful conversation, socialization, and activity while providing personal care assistance.
- Built strong relationships with clients to deliver emotional support and companionship.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Provided safe mobility support to help patients move around personal and public spaces.
- Assisted patients with self-administered medications.
Education
Westside Academy
Detroit, MISkills
- Posting Charges
- Office Meetings
- Written and Oral Communications
- Constructive Feedback
- Guest Satisfaction
- Checking Guests In and Out
- Cash Handling
- Credit and Cash Payments
- Listening Skills
- Office Supplies and Inventory
- Room Assignments
- Hotel Reservations
- Guest Inquiries
Timeline
Front Desk Agent
Hampton Inn Suites
01.2023 - 06.2023
Home Health Aide
Falicias Place
03.2021 - 09.2022
Caregiver
Waltonwood Senior Living
02.2018 - 04.2020
Westside Academy
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