Tamesha Mellerson
Sumter,SC
Summary
Adept at balancing guest satisfaction with meticulous financial management, I leveraged my problem-solving skills and proficiency in Microsoft Excel to enhance operational efficiency at Baymont By Wyndham. Recognized for my professionalism and effective communication, I consistently improved customer retention and satisfaction, positioning myself as a pivotal asset in front office management. 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. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
5
5
years of professional experience
Work History
Front Desk Night Auditor
Baymont By Wyndham
Sumter, SC
03.2024 - Current
- Ensured accurate financial transactions for guests by meticulously processing night audit tasks.
- Kept accounts in balance and ran daily reports to verify totals.
- Ran daily, weekly and monthly reports to close day and meet objectives.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Communicated effectively with other departments such as housekeeping, maintenance, and food and beverage services to meet guest needs efficiently.
- Trained and mentored staff on procedures, service standards and productivity strategies.
- Balanced hotel accounts and resolved discrepancies.
- Handled high volume of phone calls professionally, providing excellent customer service to potential and current guests.
- Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
- Prepared reports on guest satisfaction levels and other metrics.
- Maintained updated knowledge of hotel policies and procedures to provide accurate information to guests at all times.
Escalation Specialist
Fiserv
Coral Springs, FL
03.2022 - 09.2024
- Resolved customer complaints by effectively managing escalations and addressing concerns in a timely manner.
- Developed customized action plans for each escalated case, ensuring tailored solutions that addressed clients'' unique needs.
- Coordinated with other departments to gather necessary information and resources for the successful resolution of escalated cases.
- Fostered strong relationships with clients by consistently demonstrating empathy, understanding, and dedication to resolving their concerns satisfactorily.
- Improved customer satisfaction ratings by providing prompt, empathetic support to clients facing issues.
- Contributed to a positive work environment by mentoring junior staff members on effective escalation management techniques.
- Delivered exceptional service even during high-pressure situations, maintaining professionalism and composure at all times.
- Responded to customer inquiries to address concerns and maintain customer satisfaction and loyalty.
- Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Taking excessive high call volumes.
Customer Service Representative
SYKES
Sumter, SC
12.2019 - 03.2022
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Investigated and resolved customer inquiries and complaints quickly.
- Cross-trained and backed up other customer service managers.
- Handling bank transfers, assisting with online accounts, completing transactions, accepting deposits, and answering banking or financial related questions.
Education
Applied Science - Paralegal
Central Carolina Technical College
Sumter, SCDiploma -
Sumter High School
Sumter, SC06.2016
Skills
- Multi-tasking
- Time Management
- Credit and cash payments
- Welcoming guests
- Customer Assistance
- Problem-solving skills
- Multitasking
- Computer Skills
- Organizational Skills
- Active Listening
- Effective Communication
- Decision-Making
- Phone and Email Etiquette
- Customer Service Management
- Professionalism
- Front Office Management
- Time management abilities
- File Management
- Office Organization
- Administrative Skills
- Problem-Solving
- Customer Service
- Generating Reports
- Resolving issues
- Guest Services
- Patience and Tolerance
- Computer Skills
- Word Processing
- Microsoft Excel
- Microsoft Word
- Spreadsheet
- Micro database
Timeline
Front Desk Night Auditor
Baymont By Wyndham
03.2024 - Current
Escalation Specialist
Fiserv
03.2022 - 09.2024
Customer Service Representative
SYKES
12.2019 - 03.2022
Applied Science - Paralegal
Central Carolina Technical College
Diploma -
Sumter High School