TONYA SHOUPE
Manchester,Kentucky
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Hardworking and passionate.
Overview
9
9
years of professional experience
Work History
CSR BACK OFFICE SPECIALIST
FIRST NATIONAL BANK OF MANCHESTER
06.2018 - Current
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Upheld strict adherence to company policies and procedures while providing exceptional service experiences for each client interaction.
- Updated account information to maintain customer records.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Trained staff on operating procedures and company services.
- Maintained a high level of confidentiality, safeguarding sensitive information pertaining to company operations and client transactions.
- Supported company growth by effectively managing an expanding workload while maintaining a high level of quality in all tasks.
- Reduced processing errors with thorough attention to detail and adherence to established protocols.
- Interacted with customers by phone, email, or in-person to provide information.
- Managed daily data entry and kept clerical information accurate and up-to-date.
Hotel Front Desk Receptionist
MANCHESTER HERITAGE INN & SUITES
08.2015 - 06.2018
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Collected room deposits, fees, and payments.
- Enhanced guest satisfaction by promptly addressing inquiries and concerns at the front desk.
- Confirmed relevant guest information and payment methods to prevent fraud.
- Handled cash transactions accurately, ensuring proper accounting procedures were followed daily.
- Resolved guest complaints diplomatically, maintaining both guest satisfaction and hotel reputation.
- Maintained an organized front desk area that contributed to smooth operations and professional appearance.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Managed phone lines efficiently, directing calls appropriately while providing courteous assistance when necessary.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
- Checked lobby, bathrooms, and common areas near front desk for cleanliness multiple times per shift.
- Upheld strict security protocols at the front desk by verifying identification and enforcing hotel policies when necessary.
- Trained new hires on front desk procedures, enhancing overall team efficiency and productivity levels.
- Assisted management in reviewing operational procedures periodically, suggesting improvements when needed.
- Completed late check-ins and directed guests to rooms and facilities.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
Education
High School Diploma -
CLAY COUNTY HIGH SCHOOL
MANCHESTER, KY 05.2001
Skills
- Customer Service
- Active Listening
- Critical Thinking
- Problem-solving abilities
- Conflict Resolution
- Microsoft Outlook
- Data Entry
- Money handling abilities
- Microsoft Excel
- Account updating
- Paperwork Processing
- Prioritization
- Recordkeeping strengths
- Clerical Support
- Proofreading
Timeline
CSR BACK OFFICE SPECIALIST
FIRST NATIONAL BANK OF MANCHESTER
06.2018 - Current
Hotel Front Desk Receptionist
MANCHESTER HERITAGE INN & SUITES
08.2015 - 06.2018
High School Diploma -
CLAY COUNTY HIGH SCHOOL