Summary

Overview

Work History

Education

Skills

Timeline

Williscea Taylor

Houston,TX

Summary

Driven Front Desk Agent highly skilled in managing reservations, telephone calls and customer inquiries. Poised and professional with total commitment to guest satisfaction. Well-versed in mitigating customer dissatisfaction with prompt service and diplomatic communication. Offering many years of successful customer service.

Overview

years of professional experience

Work History

Front Desk Supervisor

Residence Inn By Marriot

03.2022 - Current

Trained new staff on correct procedures, compliance requirements, and performance strategies.
Scheduled and assigned daily work and activities for team members.
Collaborated with team members to handle guest requirements from check-in through check-out.
Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency.
Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
Created lasting relationships with guests that built loyalty and drove hotel revenue.

Front Desk Agent

Four Points By Sheraton

03.2021 - 02.2022

Took reservations over phone, in person, and via computer for guests and provided confirmation information.
Collected room deposits, fees, and payments.
Answered customer telephone calls promptly and appropriately handled needs.
Used internal software to process reservations, check-ins and check-outs.
Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.

Front Desk Administrative Assistant/Supervisor

Holiday Inn Suites

08.2019 - 12.2021

Collect patient and client documents and information upon referral.
Created and updated records and files to maintain document compliance.
Screened and transferred incoming calls, took down messages, and transmitted information and documents to internal personnel.
Aided colleagues, managers, and customers through regular communication and assistance.
Created and updated physical records and digital files to maintain current, accurate, and compliant documentation.
Delivered top-notch administrative support to office staff, promoting excellence in office operations.

Administrative Assistant

NAACP

08.2018 - 07.2019

Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
Restocked supplies and placed purchase orders to maintain adequate stock levels.
Executed record filing system to improve document organization and management.
Scheduled office meetings and client appointments for staff teams.
Received and sorted incoming mail and packages to record, dispatch, or distribute to correct recipient.
Created and maintained databases to track and record customer data.

Call Center Representative

StarTek

05.2017 - 10.2018

Responded to customer calls and emails to answer questions about products and services.
Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Placed outbound customer service or customer satisfaction calls to follow up on issues.
Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
Processed debit and credit card and electronic check payments.
Attended telephone skills and program information training sessions to boost aptitude.