Toni Chontelle Kight
Manager
Athens,GA
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Serviced-focused Manager dedicated to delivering positive customer experiences to promote loyalty and repeat business. Orchestrates optimal resource utilization to handle expected operational needs. Team leader with sound judgment, good planning abilities and interpersonal communication strengths.
Overview
3
3
years of professional experience
Work History
Weekend General Manager
Concierge Contact Center
Athens, United States
08.2019 - Current
- Organized targets consistently to stay on track with growth plans.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns. Answered dozens of emails, Managed over 50-60 people
- Managed employee reviews, training, schedules and contract negotiations.
- Implemented and effectively built customer and employee loyalty.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures and technology systems.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Assisted customers with setting appointments.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Trained new personnel regarding company operations, policies and services.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Handled day-to-day customer contact via phones, faxes and emails.
- Provided primary client support to internal and external customers.
Front Desk Receptionist
Windom, Microtel Inn
Athens, GA
01.2019 - 01.2019
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
- Transcribed phone messages and relayed to appropriate personnel.
- Used internal software to process reservations, check-ins and check-outs.
- Collected room deposits, fees and payments.
- Monitored office supplies by checking inventory and placing orders.
- Kept accounts in balance and ran daily reports to verify totals.
- Confirmed relevant guest information and payment methods to prevent fraud.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
Education
No Degree - Psychology, Criminal Justice
University of Georgia
Athens, GAAssociate of Science - Psychology
Georgia Perimeter College
Decatur, GA05.2004
High School Diploma - College Prepratory
Jackson High School
Jackson, OH05.2002
Skills
- Maximizing Coverage
- Resolving Complaints
- Upbeat and Positive Personality
- Efficient and Detail-Oriented
- Customer Data Confidentiality
- Work Prioritization
- Policy Enforcement
- Time Management
- Workflow Management
- Professional Phone Etiquette
- MS Office
- Quality Assurance
Timeline
Weekend General Manager
Concierge Contact Center
08.2019 - Current
Front Desk Receptionist
Windom, Microtel Inn
01.2019 - 01.2019
No Degree - Psychology, Criminal Justice
University of Georgia
Associate of Science - Psychology
Georgia Perimeter College
High School Diploma - College Prepratory
Jackson High School
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