Twyla M Marks
Dallas,TX
Summary
Hospitality Professional with 24+ years of experience delivering exceptional guest service and cultivating lasting customer relationships. Adept at conflict resolution, process improvement, and team building, enhancing service quality and operational efficiency. Passionate about fostering a welcoming atmosphere and committed to elevating customer satisfaction and ensuring guest safety while providing a memorable experience.
Overview
25
25
years of professional experience
Work History
Lead Customer Care Associate
Assurant
11.2025 - Current
- Lead a team of 12 call center reps in resolving complex customer inquiries and escalations
- Develop training materials to coach and enhance team members performance to meet service levels
- Mentor new associates, fostering a collaborative and supportive work environment
- Play a crucial role in the development of company-wide customer service guidelines, ensuring consistency across all channels.
BANQUET SERVER - ON CALL
Hilton Anatole
Dallas, Texas
11.2023 - Current
- Deliver exceptional guest service in a fast-paced environment, enhancing customer satisfaction and fostering repeat business.
- Coordinate banquet setups, ensuring timely execution and a seamless flow of events, leading to positive feedback from guests.
- Partner with kitchen staff to synchronize meal service, improving efficiency and maintaining high standards of food quality.
- Execute precise table arrangements and maintained cleanliness, contributing to a polished dining experience and favorable reviews.
- Adhere to all health and safety regulations while serving food and beverages.
HOSPITALITY ASSOCIATE
Legends Hospitality
Arlington, Texas
09.2009 - 12.2025
- Delivered exceptional customer service, enhancing guest experiences and fostering repeat business.
- Monitored guest feedback to identify service improvements, implementing changes that led to noticeable gains in customer satisfaction.
- Collaborated with team members to execute seamless event setups and breakdowns.
- Handled guest complaints professionally and diplomatically, leading to positive resolutions and repeat business.
CUSTOMER SERVICE REP TEAM LEAD
Aetna
Arlington, Texas
08.2001 - 09.2009
- Led daily operations of customer service team, enhancing workflow efficiency and productivity.
- Implemented process improvements to elevate customer satisfaction ratings consistently.
- Developed training materials that improved onboarding effectiveness for new hires.
- Facilitated regular meetings to discuss goals, share best practices, and drive team engagement.
Education
International Aviation of Travel Academy
Arlington, TX Skills
- Customer service
- Active listening
- Problem resolution
- Relationship building
- Complaint handling
- Attention to detail
- Calm and professional under pressure
- Safety - Focused
Timeline
Lead Customer Care Associate
Assurant
11.2025 - Current
BANQUET SERVER - ON CALL
Hilton Anatole
11.2023 - Current
HOSPITALITY ASSOCIATE
Legends Hospitality
09.2009 - 12.2025
CUSTOMER SERVICE REP TEAM LEAD
Aetna
08.2001 - 09.2009
International Aviation of Travel Academy