Tanya Pendergrass
Miami,FL
Summary
Dynamic professional with a proven track record in customer service and guest relations, honed at Express Staffing Professionals and other leading companies. Skilled in using Microsoft Office and POS systems, I excel in problem-solving and teamwork, significantly enhancing guest satisfaction. Achieved top performer recognition through exceptional service delivery and effective communication.
Friendly and outgoing with knack for creating welcoming environments. Possesses strong understanding of customer service principles and excellent communication skills. Able to ensure smooth operations and positive guest experiences.
Developed exceptional customer service and communication skills in fast-paced hospitality setting. Adept at managing multiple tasks simultaneously and ensuring high levels of client satisfaction. Looking to transition into new role by leveraging these transferrable skills to contribute effectively in different environment.
Overview
4
4
years of professional experience
Work History
Front Desk Agent
Express Staffing Professionals
11.2024 - Current
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Assisted guests in making informed decisions on local attractions, dining options, and transportation services.
- Enhanced guest satisfaction by efficiently managing check-in and check-out processes.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Facilitated smooth guest experiences by coordinating with multiple departments across the property.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
- Answered multi-line phone system and enthusiastically greeted callers.
Blood Donor Unit Assistant
Continental Service Group Inc.
06.2024 - 10.2024
- Conducted interviews with participants to assess eligibility.
- Conducted phone and video interviews to assess candidates based in remote locations.
- Maintained accurate records of interview outcomes, ensuring timely follow-up and feedback to candidates.
- Increased candidate engagement by conducting thorough and personable interviews.
- Developed strong rapport with candidates, fostering open communication and trust during interviews.
- Utilized behavioral-based interviewing techniques to evaluate candidates' experience and skills.
- Assisted in coordinating blood drives, resulting in successful community outreach events.
- Provided excellent customer service to donors, addressing concerns and answering questions promptly.
- Prepared educational materials for potential donors, increasing awareness of the importance of blood donations.
- Improved operational efficiency by implementing innovative ideas that streamlined workflow.
- Provided compassionate care to donors during post-donation recovery periods.
- Promoted a positive image of the organization through exceptional representation during public events and interactions with donors.
- Collaborated with medical staff to ensure proper handling and storage of blood samples.
- Conducted pre-donation interviews, assessing eligibility criteria for safe and successful donations.
- Streamlined blood collection procedures for increased donor satisfaction and efficiency.
- Participated in ongoing training opportunities to stay current on industry best practices and maintain professional growth.
- Maintained a clean and organized workspace, ensuring a comfortable environment for donors.
- Enhanced donor experience by providing efficient registration and screening processes.
- Monitored donors during the donation process, quickly identifying and addressing any issues or adverse reactions.
Customer Service Representative
Baptist Health Medical Center
07.2023 - 11.2023
- 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.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- 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.
- Improved resolution time with effective problem-solving for customer complaints.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
Customer Service Representative
Macy's
03.2021 - 11.2022
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate 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.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Participated in training programs to enhance product knowledge and customer service skills.
Education
High School Diploma -
Miami Northwestern Senior Hiigh
Miami, FL06-1987
Skills
- Customer service
- Guest services
- Problem-solving skills
- Cash handling
- Hospitality services
- Time management
- Credit and cash payments
- Guest relations
- Oral and written communications
- Guest accommodations
- Listening skills
- Reservation systems
- Front desk management
- Microsoft office
- Front office support
- POS systems
- Clerical duties
- Room assignments
- Reservations
- Word processing
- Computer skills
- Teamwork and collaboration
- Phone and email etiquette
- Data entry
- Detail-oriented
- Office organization
- Payment processing
- Guest reception
Timeline
Front Desk Agent
Express Staffing Professionals
11.2024 - Current
Blood Donor Unit Assistant
Continental Service Group Inc.
06.2024 - 10.2024
Customer Service Representative
Baptist Health Medical Center
07.2023 - 11.2023
Customer Service Representative
Macy's
03.2021 - 11.2022
High School Diploma -
Miami Northwestern Senior Hiigh
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