Customer Service Rep Sr at PNC Bank, N.A. (2022-01 – Present)
Senior customer service representative providing banking support and resolving customer inquiries
- Resolved customer inquiries, delivering accurate information on products and services
- Provided timely solutions to customer complaints, ensuring high-quality service
- Promoted customer satisfaction by addressing issues with knowledgeable and friendly support
- Assisted customers in product selection, ordering, billing, returns, and technical support
- Collaborated with various departments to resolve complex problems effectively
- Recommended enhancements in products, services, and billing methods to management for future prevention
- Managed customer complaints by implementing effective resolution strategies
- Collaborated with team members to streamline communication processes
- Utilized banking software to track and manage service requests efficiently
- Answered customer inquiries and provided accurate information regarding products and services
- Provided excellent customer service to resolve customer complaints in a timely manner
Housekeeping Supervisor at Hamilton Hotel & Embassy Suites Georgetown (2019-06 – 2021-12)
Supervised housekeeping operations and ensured high cleanliness standards for guest satisfaction
- Motivated team members to enhance productivity and resolve on-the-job issues
- Supervised housekeeping staff to ensure high cleanliness standards
- Coordinated daily cleaning schedules and assignments for efficient workflow
- Inspected guest rooms and public areas for cleanliness and maintenance needs
- Addressed guest complaints promptly to maintain satisfaction levels
- Collaborated with management to improve housekeeping procedures and efficiency
- Responded to customer complaints and addressed special requests promptly
- Trained housekeepers on effective cleaning and maintenance protocols
- Oversaw daily operations, ensuring staff adhered to high standards
Front Desk Supervisor at Homewood Suites Convention Center (2016-08 – 2019-06)
Managed front desk operations and resolved customer inquiries and service requests
- Executed problem resolution strategies to enhance customer satisfaction with products and services
- Investigated and responded promptly to customer inquiries regarding products and issues
- Documented customer interactions accurately to streamline service request completion
Front Desk Manager at Hyatt Place White House (2014-05 – 2016-08)
Managed front desk operations including check-ins, checkouts, and guest services
- Demonstrated commitment to quality through effective customer and service partner communication
- Managed billing processes and maintained accurate financial records
- Supervised daily operations at the front desk including check-ins and checkouts, reservations
- Worked with room service, housekeeping, maintenance, and security to meet all guest needs
- Maintained important files, running reports, and delivering updates on occupancy and revenue
- Optimized office coverage by preparing work schedules based on staff availability and demand forecasts
- Evaluated employee performance and motivated staff to enhance productivity levels
- Identified ineffective workflow processes and implemented solutions for improved efficiency
- Rolled out branding strategies through effective training and leadership of daily operations
- Consistently met budget targets while maintaining quality standards through proactive team management
