Willis Knight
Bryson City,NC
Summary
Personable Guest Services Agent skilled in communicating with guests to provide information, resolve challenges and deliver exceptional service. Well-versed in hotel operations and guest account management illustrated over 10 years of industry experience. Friendly guest service professional offering 10 years of superior service in hospitality industry. Strong hospitality knowledge and drive for cultivating guest loyalty. Detail-oriented customer service professional bringing demonstrated success in transforming challenges into customer satisfaction. Over 15 years of guest service experience in hospitality industry. Industrious Guest Services Agent adept in expedient complaint resolution through tactful and diplomatic communication combined with resourceful problem-solving. Driven to promote guest satisfaction by going above and beyond to meet needs and exceed expectations.
Overview
28
28
years of professional experience
Work History
Pharmacy Technician
Cherokee Indian Hospital
2022.08 - 2024.05
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Stocked, labeled, and inventoried medication to keep accurate records.
- Enhanced pharmacy workflow by assisting pharmacists with medication dispensing, labeling, and packaging.
- Calculated dosage, filled prescriptions, and prepared prescription labels with absolute accuracy.
- Promoted patient confidentiality by adhering to HIPAA regulations when handling personal information during transactions.
- Solved customer problems in-person or over telephone by providing assistance with placing orders, navigating systems, and locating items.
- Counted and labeled prescriptions with correct item and quantity.
- Assisted in maintaining a clean and organized work environment, ensuring compliance with safety regulations.
- Increased overall pharmacy productivity by restocking supplies, organizing shelves, and maintaining cleanliness according to standards.
UPS Reload Supervisor
UPS
2018.03 - 2022.07
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Monitored workflow to improve employee time management and increase productivity.
- Maintained compliance with company policies, objectives, and communication goals.
- Evaluated employee performance and coached and trained to improve weak areas.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
Verizon Sales Associate
Verizon
2012.06 - 2016.02
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Answered customer questions about sizing, accessories, and merchandise care.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Helped customers locate products and checked store system for merchandise at other sites.
Beverage Supervisor
Harrahs Cherokee Casino And Resort
2004.04 - 2011.01
- Implemented new drink policies, reducing over-pouring by [Number]%.
- Enhanced customer satisfaction by efficiently managing beverage inventory and ensuring timely beverage service.
- Resolved customer complaints promptly, resulting in improved guest relations and repeat business opportunities.
- Created a positive work environment through effective communication practices that fostered teamwork among staff members.
- Ensured strict compliance with all health code regulations, leading to consistently high inspection scores for the department.
- Guided employees through difficult operational and customer relation situations to build independence in future scenarios.
- Established strong vendor relationships to secure competitive pricing and ensure a consistent supply of quality products.
- Encouraged prompt and regular attendance to keep team strong and consistently meeting customer demands.
- Implemented effective cost-control measures which resulted in minimized expenses without compromising quality or service standards.
Lead VIP Coordinator
Harrahs Cherokee Casino And Resort
2002.04 - 2004.05
- Implemented special amenities and services specifically designed for discerning VIP guests.
- Supported sales efforts by identifying potential corporate partnerships that would benefit from exclusive access to our property''s suite of luxury amenities.
- Assisted in coordinating large-scale functions attended by top-tier guests such as galas or conferences by working closely with event planners.
- Trained new staff members on best practices for attending to the unique needs of VIP clientele.
- Maximized revenue potential through effective upselling techniques targeting luxury services catered towards discerning clients.
- Monitored feedback from high-profile clients to identify areas of improvement within the operations team''s performance.
- Managed room inventory effectively, optimizing occupancy levels while prioritizing VIP requests.
Box Office Sales
Harrahs Cherokee Casino And Resort
1998.03 - 2002.04
- Developed detailed reports on box office sales and trends, providing valuable insights to management for future planning.
- Boosted sales revenue by developing strategic partnerships within target markets abroad.
- Supported marketing initiatives by distributing promotional materials to customers during their visit to the box office.
- Increased sales revenue by building strong relationships with clients and understanding their financial needs.
- Communicated regularly with venue staff to ensure smooth coordination between the box office team and other departments involved in event production.
- Cultivated a supportive team culture by fostering collaboration and open communication among sales representatives.
- Contributed to team success by cross-training in box office operations, ticket sales, and concessions as needed.
Casino Gaming Host
Harrahs Cherokee Casino And Resort
1996.07 - 1998.03
- Monitored gaming floor activity for compliance with all regulatory guidelines, safeguarding the integrity of casino operations.
- Boosted casino revenue through effective player development strategies and targeted marketing initiatives.
- Promoted responsible gambling habits among patrons by offering informational resources related to problem gambling prevention measures.
- Played a key role in driving customer loyalty programs, leading to increased repeat visits and enhanced overall revenue.
- Assisted in training new team members on casino policies, procedures, and guest service standards.
- Maintained detailed knowledge of current promotions, events, and offerings in order to provide relevant information to guests during their visits.
- Collaborated with other departments to deliver seamless guest experiences across all touchpoints within the casino property.
- Resolved customer disputes quickly and professionally, maintaining a positive gaming atmosphere for all guests.
Education
Some College (No Degree) - General Studies
Lees-McRae College
Banner Elk, NCAssociate of Arts - General Studies
South Western Community College
Sylva, NC05.2008
Skills
- Problem-solving skills
- Team Collaboration
- Confidentiality and HIPAA
- Workflow Optimization
- Answering customer questions
- Patient confidentiality
- Prescription Filling
- Insurance Verification
Timeline
Pharmacy Technician
Cherokee Indian Hospital
2022.08 - 2024.05
UPS Reload Supervisor
UPS
2018.03 - 2022.07
Verizon Sales Associate
Verizon
2012.06 - 2016.02
Beverage Supervisor
Harrahs Cherokee Casino And Resort
2004.04 - 2011.01
Lead VIP Coordinator
Harrahs Cherokee Casino And Resort
2002.04 - 2004.05
Box Office Sales
Harrahs Cherokee Casino And Resort
1998.03 - 2002.04
Casino Gaming Host
Harrahs Cherokee Casino And Resort
1996.07 - 1998.03
Some College (No Degree) - General Studies
Lees-McRae College
Associate of Arts - General Studies
South Western Community College
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