Van Satterfield
Greenville,SC
Summary
Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication. Detail-oriented professional with integrity as frontline corporate representative. Well-educated and poised with superior communication skills. Highly communicative professional with expertise as Concierge for high-end hotel chains. Team player provides exceptional guest service. Background in industry positions at luxury resorts where client satisfaction is of utmost importance.
Overview
29
29
years of professional experience
Work History
Concierge Specialist
Homewood Suites Hilton
06.2023 - Current
- Provide exceptional service to guests by coordinating all guest requests for special arrangements or services
- Serves as ambassador for Homewood Suites
- Serves as information center for all guest questions and requests and educates the guest on hotel services and offerings
- Informing guests of hotel services, features, and room amenities
- Attends immediate needs of guests upon arrival and follow up throughout stay
- RESPONSIBILITIES:The following are specific responsibilities and contributions critical to the successful performance of the position:
- Extensive knowledge of Charleston SC
- Maintain complete knowledge of and comply with all departmental policies, service procedures and standards
- Anticipate guests’ needs, respond promptly and acknowledge all guests
- Maintain positive guest relations
- Resolve guest complaints, ensuring guest satisfaction
- Monitor and maintain cleanliness, sanitation and organization of assigned work areas
- Access all functions of the computer system in accordance with departmental specifications
- Set up a workstation with necessary supplies; maintain cleanliness throughout the shift
- Maintain appropriate par levels of supplies/materials needed for the Concierge Desk
- Maintain updated resource materials on all vendors and information to accommodate guest requests
- Review guest arrivals and ensure all requests are scheduled/addressed
- Answer department telephone within 3 rings using correct salutations and telephone etiquette
- Accommodate all guest requests expediently and courteously
- Follow up with designated hotel personnel to ensure completion of request
- Coordinate guest requests with designated vendors
- Relay accurate directions to guests' desired destinations within the local area and distribute maps with highlighted routes
- Compile weekly Events Sheet detailing special activities and events within the local area; distribute to all departments
- Contact guests prior to arrival to ascertain any special needs
- Follow up on any guest requests
- Network with local venues, restaurants and service companies to ensure guests receive exceptional service, Research, write, and support internal methods and procedures Communicate updated processes to front-line employees and leaders Design information on intranet websites for continued reinforcement Become status quo for customer education and assistance Interim Manager multiple times
- Responded to customer calls and emails to answer questions about products and services.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Maintained front desk's concierge book to provide visitors with access to relevant local information.
Consultant- Trainer
SHELLPOINT MORTGAGE
07.2019 - 07.2022
- Served as department liaison leading training for front line staff in day-to-day operations
- Revamped curriculum from a 1 week to 4-week intensive training for Loss Mitigation experts Analyzed data, conducted audits, and identified training needs of department Partnered with internal customers to evaluate current and future training, processes and initiatives Delivered results through policy Guidance, Education and Mitigation strategies to help meet business needs.
- Educated clients on proper use of products and systems.
- Performed continuous evaluations of content and plans to enhance delivery and improve effectiveness.
- Delivered instructional presentations on equipment use, focusing on efficiency and safety.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Monitored and reported trainee progress, introducing new learning tools to address individual needs.
Consultant-Trainer
VERIZON
01.2001 - 12.2018
- Identified and delivered skills to enhance employee value through stakeholder networking and managed project teams
- Serve as a subject matter expert and provide expertise in learning and development for assigned projects
- Develop, implement, and evaluate learning solutions (instructor led course materials, job aids, elearning content, tools, resources, etc.) for various levels of the organization from front line employees to executive leadership
- Facilitate learning sessions both face-to-face and virtually with an emphasis on creating learner engagement and transfer of knowledge/skills
- Create productive learning environments through pre-work, sessions, reinforcement activities, learner communications, and manager support
- Directly support and manage the new hire orientation and onboarding processes including leveraging the system to deliver these activities
- Coach Subject Matter Experts from the business in the use of eLearning authoring tools and use of basic instructional design principles to create technical learning products that meet company requirements
- Partners with segment HR business partners to understand relevant business needs and ensures input is incorporated into deliverables
- Develops solutions and materials that incorporate best practices, business needs, and are aligned to company objectives
- Must be able to construct approaches to complex, multidimensional problems while focusing on realistic implementation
- Synthesize ideas, options, and opportunities and craft communication materials that convey the costs/benefits of approaches to various levels of the organization
- Interact with senior stakeholders in the organization to present recommendations on complicated issues and facilitate dialogue to influence decision making and drive execution
- Create support materials on-the job development such as action learning projects, job shadowing, mentoring, career development systems, onboarding resources, and communications
- Operate with limited supervision to produce deliverables, manage assigned processes, and achieve results for respective areas within the company
- Served as an individual contributor and have 10 years of managing training teams.
- Educated clients on proper use of products and systems.
- Performed continuous evaluations of content and plans to enhance delivery and improve effectiveness.
Training Manager
Verizon Wireless
01.1996 - 01.2001
- Train employees and support product development based on business needs Local Number Portability call center core team member , ) Schedule, observe, support, and align training team with foundational practices
- Communicated all learning and performance objectives, schedules, and training assessments to upper management.
- Conducted orientation sessions and organized on-the-job training for new hires.
- Trained new hires to perform cross-training exercises with experienced workers.
- Organized and edited training manuals, multimedia visual aids, and other educational materials.
- Collaborated with other departments to align training programs with organizational goals and objectives.
- Monitored and evaluated training performance to determine quality and cohesiveness.
- Coordinated technical training and personal development classes for staff members.
- Assisted in development of employee assessments to measure training value.
Business Account Service Manager
Verizon Wireless
06.1994 - 01.1996
- Manage business accounts with 50 -10,000+ lines Educate businesses on existing and new products for most effective use Sustain growth of business through communication and technology fairs
- Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
- Built relationships with customers and community to establish long-term business growth.
- Prepared sales presentations for clients showing success and credibility of products.
- Managed accounts to retain existing relationships and grow share of business.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
- Directed sales support staff in administrative tasks to help sales reps close deals.
- Aligned company goals with customer outcomes and increased satisfaction by automating contact management systems.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
Education
Bachelor of Science - Business Administration
Wingate University
Wingate, NC1986
Skills
- Guest Accounts
- Strong Verbal and Written Communication
- Team Supervision
- Policy and Procedure Adherence
- Quality Control Standards
- Plan Events
- Special Events
Accomplishments
- Frank Covey: 7 Habit of Highly Effective People, The 5 Choices for Extraordinary Productivity, Leading Across
- Generations, Leading at the Speed of Trust, Presentation Advantage, Writing Advantage
- Other: Building inclusive
- Teams- PRISM, Exercising Influence, DISC-TTI &Leadership Resources, Mastering Emotional Intelligence-TalentSmart
- Unconscious Bias- Cook Ross.
Timeline
Concierge Specialist
Homewood Suites Hilton
06.2023 - Current
Consultant- Trainer
SHELLPOINT MORTGAGE
07.2019 - 07.2022
Consultant-Trainer
VERIZON
01.2001 - 12.2018
Training Manager
Verizon Wireless
01.1996 - 01.2001
Business Account Service Manager
Verizon Wireless
06.1994 - 01.1996
Bachelor of Science - Business Administration
Wingate University
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