Verlicia Thomas
Houston,TX
Summary
Driven professional with a proven track record at The Marriott Hotel, adept in multitasking and organization, and CRM software usage. Excelled in enhancing guest satisfaction and revenue recovery, demonstrating exceptional problem-solving skills and a strong work ethic. Achieved significant improvements in audit efficiency and customer relationship management through innovative strategies and teamwork.
Overview
7
7
years of professional experience
Work History
Night Auditor
The Marriott Hotel
02.2022 - 02.2024
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
- Oversaw night auditing of daily room occupancy and hotel revenue.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Kept accounts in balance and ran daily reports to verify totals.
- Handle guest complaints/requests in a courteous and efficient manner, ensuring guest satisfaction with stay.
- Applied new process technology to improve efficiency and effectiveness of audit work.
- Created a plan to develop new employees with high values, integrity, and ethics while enhancing internal communications and teamwork.
- Up-selling and creating return revenue while maintaining a laid-back approach to guest-firstbased customer service
Customer Service Collections Representative
FMA Alliance for Bank of America
03.2021 - 02.2022
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Evaluated customer creditworthiness, making informed decisions on account management strategies.
- Developed tailored payment arrangements to maximize revenue recovery while maintaining customer relationships.
- Established rapport with customers through active listening and empathetic communication techniques.
Counter Sales Agent
Hertz Corp
05.2018 - 03.2021
- Contributed to increased store revenue by suggesting additional products or services based on customer preferences.
- Coordinated special orders for clients seeking unique items not available in-store, going above-and-beyond standard service expectations.
- Participated in ongoing professional development opportunities related to sales, customer service, and product knowledge to enhance skills and performance.
- Developed strong rapport with clientele through attentive listening skills and genuine interest in their needs.
- Handled high-pressure situations calmly, resolving conflicts professionally to maintain a pleasant environment for all.
Customer Service Cashier
Lowes Home Improvment
03.2017 - 05.2018
- Maintained a clean and organized workspace, promoting a welcoming environment for customers.
- Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Processed customer orders and accurately handled payment transactions.
- Utilized POS system to handle customer cash and credit card transactions.
- Provided support to fellow cashiers by stepping in during breaks or assisting with complex transactions as needed.
- Processed returns and exchanges with care, adhering to store policies while prioritizing customer satisfaction.
Education
No Degree - Accounting
Houston Community College
Houston, TXHigh School Diploma -
Canyon High School
New Braunfels, TX05.2016
Skills
Multitasking and Organization
- Problem-Solving
- Strong Work Ethic
- Punctual and Dependable
- Teamwork and Collaboration
- Decision-Making
- Assertiveness
- Patience and Persistence
- Data entry proficiency
- Persuasion techniques
- CRM Software Usage
- Upselling strategies
Timeline
Night Auditor
The Marriott Hotel
02.2022 - 02.2024
Customer Service Collections Representative
FMA Alliance for Bank of America
03.2021 - 02.2022
Counter Sales Agent
Hertz Corp
05.2018 - 03.2021
Customer Service Cashier
Lowes Home Improvment
03.2017 - 05.2018
No Degree - Accounting
Houston Community College
High School Diploma -
Canyon High School
Similar Profiles
Nzinga KantamantoNzinga Kantamanto
Front Desk Associate at The Marriott HotelFront Desk Associate at The Marriott Hotel
Kevin KeounKevin Keoun
Server at The Marriott HotelServer at The Marriott Hotel
James SellersJames Sellers
Engineer Department at The Marriott HotelEngineer Department at The Marriott Hotel