Shena Coffee
Jacksonville,FL
Summary
Professional with strong skills in customer service and administrative tasks, ready to excel in pivotal role. Known for effective communication, adaptability, and reliability in fast-paced environments. Capable of managing front desk operations, coordinating with team members, and delivering results that enhance guest experiences. Proven ability to handle multitasking, problem-solving, and maintaining welcoming atmosphere.
Overview
20
20
years of professional experience
Work History
Front Desk Agent
Best Western Hotel
08.2022 - Current
- Managed guest check-ins and check-outs efficiently, ensuring a smooth arrival experience.
- Responded to guest inquiries promptly, enhancing customer satisfaction and loyalty.
- Coordinated room assignments and maintained accurate reservation records using hotel management software.
- Assisted in training new front desk staff on operational procedures and customer service standards.
- Developed positive relationships with guests, addressing concerns to promote repeat visits.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
Front Desk Agent
Holiday Inn Express Hotel Suites
01.2020 - 11.2022
- Managed guest check-ins and check-outs efficiently, ensuring smooth front desk operations.
- Resolved guest complaints promptly, enhancing overall customer satisfaction and loyalty.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Handled guest complaints with professionalism, resolving issues promptly to retain customer loyalty.
- Improved front desk efficiency by maintaining organized records of guest reservations, payments, and special requests.
- Developed strong rapport with returning guests, providing personalized service that led to increased positive reviews online.
Front Desk Agent
Extended Stay America
03.2019 - 04.2020
- Implemented process improvements that reduced wait times during peak check-in hours.
- Oversaw daily front desk operations, ensuring adherence to hotel policies and procedures.
- Analyzed guest feedback to identify service enhancements, driving overall guest experience improvement.
- Collected room deposits, fees, and payments.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Improved team communication with daily briefing on occupancy, events, and guest requests.
- Trained new staff members in customer service techniques and hotel operations.
Fulfillment Associate
AMAZON
08.2017 - 03.2020
- Streamlined order processing to enhance efficiency in fulfillment operations.
- Coordinated inventory management to maintain optimal stock levels and reduce discrepancies.
- Trained new associates on operational procedures and safety protocols to ensure compliance.
- Implemented process improvements that reduced order cycle time and increased throughput.
- Developed and maintained organized storage systems, improving accessibility and reducing retrieval times.
- Wrapped pallets in shrink wrap prior to loading.
- Demonstrated adaptability by cross-training in multiple roles within the warehouse, increasing overall workforce flexibility.
- Coordinated seamless communication between warehouse staff and supervisors regarding daily operations.
Childcare Assistant
Kidville Learning Center
06.2006 - 08.2019
- Supported daily classroom activities, fostering engaging and educational environments for children.
- Assisted in implementing age-appropriate curricula, enhancing children's learning experiences.
- Monitored children's behavior and development, providing individualized support as needed.
- Collaborated with educators to maintain a safe and nurturing atmosphere for all students.
- Led parent communication efforts, strengthening relationships between families and the learning center.
- Assisted with meal preparation and feeding to meet children's dietary needs.
- Sanitized dishes, tabletops, toys, and frequently touched surfaces to prevent spreading of germs.
- Boosted children''s cognitive development with age-appropriate educational games and activities.
MAILHANDLER
U.S Postal Service MCSO
11.2013 - 04.2016
- Sorted and organized incoming mail to ensure timely distribution.
- Operated automated sorting machines to enhance processing efficiency.
- Assisted team members in adhering to safety protocols and best practices.
- Monitored inventory levels of mailing supplies, ensuring availability for operations.
- Trained new staff on mail handling procedures and operational standards.
- Utilized physical strength to move mail and packages of varying sizes and weights.
- Maximized workplace safety with proper handling techniques for heavy or oversized packages.
- Ensured timely delivery of mail by loading and unloading trucks, as well as transporting sorted mail to appropriate areas within the facility.
Education
Early Childhood Care And Education -
FCCJ
06-2003
High School Diploma -
WILLIAM .M. RAINES
Jacksonville, FL05-2000
Skills
- Customer service
- Guest services
- Problem-solving skills
- Cash handling
- Administrative skills
- Registration processing
- Documentation
- Hospitality service expertise
- Front desk management
- Reservations
- Sales expertise
- Inventory oversight
- Supply replenishment
- Payment oversight
- Effective planning
- Information protection
- Safety and security procedures
- Team building
- Problem-solving
- Computer skills
- Data entry
- Front office management
- Guest reception
- Operations management
- Concierge services
Timeline
Front Desk Agent
Best Western Hotel
08.2022 - Current
Front Desk Agent
Holiday Inn Express Hotel Suites
01.2020 - 11.2022
Front Desk Agent
Extended Stay America
03.2019 - 04.2020
Fulfillment Associate
AMAZON
08.2017 - 03.2020
MAILHANDLER
U.S Postal Service MCSO
11.2013 - 04.2016
Childcare Assistant
Kidville Learning Center
06.2006 - 08.2019
Early Childhood Care And Education -
FCCJ
High School Diploma -
WILLIAM .M. RAINES