Zykea Pegues
Horn Lake,MS
Summary
Goal-driven Receptionist with extensive background managing busy reception areas and multi-line telephone systems. Security-conscious and astute in control of confidential documentation. Motivated with talent for coordinating guest services. Proactive with history of managing multiple tasks in various areas with specialties in conflict resolution, team coordination and customer support. Highly organized, detail-oriented and thrives in fast-paced, intense environment.
Overview
7
7
years of professional experience
Work History
Front Desk Receptionist
Holiday Inn Express Hotel Suites
Southaven, MS
01.2021 - 06.2022
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
- Transcribed phone messages and relayed to appropriate personnel.
- Used internal software to process reservations, check-ins and check-outs.
- Collected room deposits, fees and payments.
- Monitored office supplies by checking inventory and placing orders.
Call Center Customer Service Specialist
Ashley Furniture Warehouse
Memphis, TN
01.2019 - 01.2021
- Resolved customer complaints and addressed emergency requests and needs.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Educated customers on current promotions, upgrades or new offerings available under current plan.
- Documented and detailed calls and complaints using call center's CRM database.
- Addressed escalated customer service issues sent from sales and service teams to save customer relationships.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
Key Holder
Claire's Boutique
Memphis, TN
01.2015 - 01.2019
- Oversaw store operations by counting cash drawers, reviewing equipment management and supervising staff.
- Assisted with team responsibilities by cleaning, managing cash registers and product merchandising.
- Met sales targets consistently for each shift by positively engaging customers and delivering high levels of service.
- Engaged with customers to build rapport and promote long-term loyalty for increased sales.
- Educated customers about product and service offerings, special deals and newly released offerings to help each person make informed choices.
- Monitored associates throughout each assigned shift and professionally managed any challenges to maintain optimal store performance.
- Streamlined opening and closing procedures as integral member of store staff.
- Created financial reports and documentation for review by store management staff.
- Maintained clean, adequately stocked and organized store by streamlining daily operations and introducing new procedures.
Education
Certification - Cosmetology Education
Paul Mitchell The School
Memphis, TN10.2022
High School Diploma -
Millington High School
Millington, TN05.2016
Skills
- Front Desk Operations
- Positive Attitude and Energetic
- Data Research and Analysis
- Customer Service
- Computer Proficiency
- Call Answering and Routing
- Telephone Etiquette
- Data Entry and Database Software
- Data Imports
- Google Drive
- Setting Reservations
- Availability Record Keeping
Timeline
Front Desk Receptionist
Holiday Inn Express Hotel Suites
01.2021 - 06.2022
Call Center Customer Service Specialist
Ashley Furniture Warehouse
01.2019 - 01.2021
Key Holder
Claire's Boutique
01.2015 - 01.2019
Certification - Cosmetology Education
Paul Mitchell The School
High School Diploma -
Millington High School
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