Wilnie Dauphine
Cambridge,USA
Summary
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
7
7
years of professional experience
Work History
Concierge
Equity Residential
Cambridge, MA
04.2023 - Current
- Greeted customers and answered their inquiries regarding on-site staff operating hours, amenities, and local attractions
- Provided detailed information about the city's points of interest, restaurants, transportation options, and other activities
- Provided recommendations for dining, entertainment, sightseeing tours, theater tickets, and sporting events
- Greeted guests and visitors in a courteous manner
- Assisted with package delivery and pickup for tenants
- Inspected common areas of the building such as lobbies, hallways, stairwells, elevators, on a daily basis
- Monitored surveillance cameras and responded to emergency situations promptly
- Coordinated with vendors to ensure timely completion of service requests from tenants
- Maintained an inventory of supplies for the concierge desk including forms, brochures and promotional materials
- Answered phone calls promptly and transferred them to appropriate personnel if necessary
- Created reports detailing activities performed during shifts such as guest arrivals and departures or incidents requiring follow-up action by management staff
- Facilitated communication between building staff members regarding resident issues or concerns
- Conducted regular safety inspections of all public spaces within the building complex
- Demonstrated superior customer service skills when interacting with guests and tenants alike
- Acknowledged and greeted guests entering or leaving building, promoting pleasant environment
- Maintained guest privacy and building reputation by keeping information confidential
- Handled guest inquiries and resolved issues promptly to ensure satisfaction
Birth Sister
Boston Medical Hospital
Boston, MA
03.2023 - 06.2024
- Provide emotional and informational support and assistance to women, families and clinical care providers involved in the woman's prenatal, birth and postpartum care
- Assist women and their families in preparing and carrying-out a birth plan, stays at the laboring woman's side throughout labor and birth
- Suggests physical comfort measures during labor and birth, such as massages, showers, hot/cold packs, and birth ball
- Provides postpartum support services within the clinic, hospital and home environments to help ease the transition of the new mother, as well as the rest of the family, by providing individualized support and encouragement, information and connection to needed services
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met
- Provided excellent service and attention to customers when face-to-face or through phone conversations
- Maintained updated knowledge through continuing education and advanced training
Family Support & Site Operations Associate
Room to Grow
Boston, MA
04.2022 - 04.2023
- Guided parents in the Baby Boutique to ensure they can find books, toys, clothing, and equipment that are best suited for their child while enthusiastically supporting parents' choices and decision making
- Answered parents' questions as they go through the boutique while noticing and affirming parents' demonstrated knowledge and strengths
- Staged and maintained a well-organized and well-cared for Baby Boutique that communicates warmth, dignity, and comfort
- Maintained constant communications with Site Operations team members to ensure the inventory needs of our families are met in our Family Centers
- Restocked inventory, including ordering from the main site/warehouse as needed; Organized inventory and maintained organization of the overstock/volunteer space and site readiness
- Ensured a safe environment for children that is conducive to brief parent-child interactions such as exploring new books and introducing toys
- Collaborated closely with Room to Grow Clinical Family and support team members to ensure coordinated support of families
- Confirmed data completion forms are updated and uploaded to Salesforce for every family visit
- Led volunteer sessions and built relationships with volunteers to encourage further engagement with Room to Grow
- Made suggestions for regional community engagement activities and played an active role in planning and implementing such activities
- Supported central Family Support in answering and directing incoming phone calls
- Assisted with regional projects, including special events and social media collaborations
Hostess/ID & Vaccine Checker
Big Dipper Hospitality Group
Cambridge, MA
09.2021 - 03.2022
- Greeted guests warmly upon arrival, seating them promptly.
- Verified reservations and wait times with customers.
- Provided menus to customers and answered questions regarding menu items.
- Checked identification of customers prior to serving alcoholic beverages.
- Managed the waiting list, ensuring that all parties were seated in a timely manner.
- Ensured compliance with health and safety regulations at all times.
- Demonstrated strong interpersonal skills when interacting with customers.
Patient Service Coordinator
Bulfinch Temp. Service/MGH
Boston, MA
01.2021 - 10.2021
- Placed as a temporary Patient Service Coordinator in different departments as needed
- Managed the check in and check out process for patients' appointments and scheduled procedures for the providers to perform on referred patients
- Coordinated with different departments to better serve the patients
- Scanned and filed documents under patients ID numbers; ordered supplies for the front desk
Learning Center Coordinator
Cambridge Housing Authority
Cambridge, MA
09.2017 - 03.2021
Education
High School Diploma -
Cambridge Rindge and Latin
Cambridge, MA06.2015
Some College (No Degree) - Human Resources
Southern New Hampshire University
Manchester, NHSome College (No Degree) - General Studies
Bunker Hill Community College
Charlestown, MASkills
- Sales
- Vendor interaction
- Front desk support
- Guest experiences
- Emergency response
- Service orientation
- Administrative support
- Exceptional communication
- Multitasking and organization
- Effective problem solving
- Conflict resolution
- Relationship building
- Tech-Savvy
- Team collaboration
- Attention to detail
- Accurate record keeping
- Time management
- Issue troubleshooting
- Client confidentiality
- Information management
- Telephone etiquette
- Bookkeeping
Timeline
Concierge
Equity Residential
04.2023 - Current
Birth Sister
Boston Medical Hospital
03.2023 - 06.2024
Family Support & Site Operations Associate
Room to Grow
04.2022 - 04.2023
Hostess/ID & Vaccine Checker
Big Dipper Hospitality Group
09.2021 - 03.2022
Patient Service Coordinator
Bulfinch Temp. Service/MGH
01.2021 - 10.2021
Learning Center Coordinator
Cambridge Housing Authority
09.2017 - 03.2021
High School Diploma -
Cambridge Rindge and Latin
Some College (No Degree) - Human Resources
Southern New Hampshire University
Some College (No Degree) - General Studies
Bunker Hill Community College