Tertanya Paul
Lewisville,TX
Summary
Efficient professional with 18+ years of experience and a proven knowledge of operating polices & procedures, records management, and data entry. Aiming to leverage my skills to successfully fill the Office Assistant/ Receptionist role at your company.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Customer Service Lead/Cashier
Burlington Stores
09.2023 - Current
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Assisted with onboarding new hires by sharing expertise in company policies, procedures, systems usage.
- Coordinated schedules, assignments, and daily tasks for team members, optimizing resource utilization.
- Reviewed associate performance to identify training needs.
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
Front Office Manager
Springhill Suites By Marriott
03.2023 - 10.2024
- Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
- Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Collaborated with housekeeping and maintenance departments to ensure timely room availability and optimal guest experience.
- Implemented pre-arrival preparations such as assigning rooms based on specific requirements leading to seamless arrival experiences.
- Managed reservation inquiries over phone/email/web platforms effectively ensuring full capacity utilization.
Front Desk Agent
TownePlace Suites Marriot Hotel
03.2023 - 05.2024
- 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.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
- Increased customer loyalty with exceptional communication skills and personalized service.
- 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.
Executive Assistant
The Amazing Dip Company
08.2022 - 06.2023
- Answering all incoming and outgoing calls, Responding to incoming emails, Sending out emails contracts for companies to book events, Setting up for events, Handling all social media platforms, Selling products
- Organized and coordinated conferences and monthly meetings.
- Managed office inventory, tracking supplies and placing orders to ensure smooth daily operations.
- Answered high volume of phone calls and email inquiries.
- Screened calls and emails and responded accordingly to support executive correspondence.
- Ensured smooth daily operations through consistent maintenance of office equipment, troubleshooting issues when necessary.
- Improved office efficiency by implementing new filing systems and document management processes.
Front Desk Agent
Barnes Employment Group
05.2022 - 02.2023
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Maintained clean and organized front desk areas to uphold polished company image.
- Collaborated with housekeeping staff to maintain cleanliness standards in the lobby and common areas.
Casino Ambassador
BAHAMAR
05.2019 - 03.2022
- Greeted customers and clients to create welcoming atmosphere.
- Served as organization ambassador at various charity events, promoting mission and values.
- Promoted good customer relations and premier customer satisfaction by demonstrating friendly demeanor and can-do attitude.
- Assisted team with operational policies and procedures to drive services.
Dispatch Agent
BAHAMAR
06.2017 - 05.2019
- Booked transportation for guests, Input reservations into Go Concierge software, Schedule Appointments, Restocked office supplies
- Trained new dispatch agents to ensure adherence to company protocols and standard operating procedures.
- Accurately documented all dispatch activities for better record keeping and future reference.
- Monitored real-time traffic conditions to provide timely route adjustments when necessary, minimizing delays.
Bus Dispatcher/ Reservations
Bahamas Experience Tours
10.2016 - 06.2017
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Maintained accurate records of all dispatched calls, improving data tracking for future analysis.
- Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
- Promoted teamwork among colleagues by proactively assisting others when needed.
- Maintained updated and detailed records of calls in physical and electronic database.
Guest Service Agent
Atlantis Casino Resort Spa
01.2011 - 03.2016
- Issued wristbands to hotel guest, Answered and directed telephone calls, Processed guest reservations
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
- Handled cash transactions accurately, balancing daily reports at the end of each shift.
- Assisted guests with reservations, modifications, and cancellations to meet their travel needs.
- Supported front desk team members during peak times, ensuring efficient operations under high-pressure situations.
- Greeted guests upon arrival and offered assistance.
Photographer/Videographer
Dolphin Encounters
09.2007 - 01.2009
- Responded to customer inquiries, Took photos and videos of guests, Identified and assessed customers' needs to achieve ultimate satisfaction
Customer Service Agent
Kelly's Home Center
06.2004 - 12.2006
- Assisted customers with choosing their bridal registry, Answered product and service questions, Kept records of customer interactions and processed customers' accounts
Education
High school -
Government High School
Bahamas06.2007
Skills
- Guest Services
- Personal Assistant Experience
- Adobe Photoshop
- Office Management
- Event Planning
- Front desk
- Fosse Experience
- Hospitality services
- Front Desk Management
- Customer Service
- File Management
- Microsoft Office
- Inventory control
- Cash handling
- Payment processing
- Email etiquette
- Call center experience
- Telephone etiquette
References
References available upon request.
Contact
Lewisville, TX 75067
Certification
- Alcohol Server/Seller Certification - ServSafe Alcohol or TIPS.
Timeline
Customer Service Lead/Cashier
Burlington Stores
09.2023 - Current
Front Office Manager
Springhill Suites By Marriott
03.2023 - 10.2024
Front Desk Agent
TownePlace Suites Marriot Hotel
03.2023 - 05.2024
Executive Assistant
The Amazing Dip Company
08.2022 - 06.2023
Front Desk Agent
Barnes Employment Group
05.2022 - 02.2023
Casino Ambassador
BAHAMAR
05.2019 - 03.2022
Dispatch Agent
BAHAMAR
06.2017 - 05.2019
Bus Dispatcher/ Reservations
Bahamas Experience Tours
10.2016 - 06.2017
Guest Service Agent
Atlantis Casino Resort Spa
01.2011 - 03.2016
Photographer/Videographer
Dolphin Encounters
09.2007 - 01.2009
Customer Service Agent
Kelly's Home Center
06.2004 - 12.2006
High school -
Government High School
- Alcohol Server/Seller Certification - ServSafe Alcohol or TIPS.
Similar Profiles
Todd AbramsTodd Abrams
Regional Vice President South and Central Florida at Burlington StoresRegional Vice President South and Central Florida at Burlington Stores
Alexis CruzAlexis Cruz
Customer Service Supervisor (CSS) at Burlington StoresCustomer Service Supervisor (CSS) at Burlington Stores
Jacob CohenJacob Cohen
Manager of Asset Protection Operations at Burlington StoresManager of Asset Protection Operations at Burlington Stores