Team Lead

• Jan 2023 - Present

Quality Assurance Analyst

• Mar 2021 - Jan 2023

Spot Checker

• Jul 2018 - Apr 2020

As a Quality Assurance Analyst, I listened to calls that are monitored and recorded for quality purposes. I would select calls from customer service agents and score the agent based on criteria on the audit form and provide coaching comments for the agent to make improvements on future calls. As a Spot-Checker, I would perform checks on our quality assurance analysts to ensure they were scoring agents properly and providing adequate scoring notes. I would also input common mistakes and when spot checks were performed into an excel spreadsheet. I would also provide detailed emails that provided coaching notes and kudos for the analysts. I also had to provide adequate communication with managers and team leads. Both of these roles required working independantly and ensuring work was completed on time. Show less

Customer Service Representative

• Aug 2016 - Dec 2016

For this role, I would answer phone calls from potential customers who were wanting to move in the near future. When attempting to help customer's I would complete a checklist and inventory of what customers were needing to move and the locations our movers were needed. I would provide the customers an estimate for the move and if the customer wanted to move forward I would schedule the truck and the movers. I would also process payments from customers and answer any questions they may have concerning the move and pricing. Show less

Front Desk

• Jan 2016 - Mar 2016

Standard front desk operations such as checking guests in and out of the hotel, making reservations, and solving any issues that may occur during the guest's stay. Assisted with the gift shop by adding souvenirs. Inputted late checkouts and resolution of guest issues such as providing a discount on their stay or providing them with Hilton Honors points. Standard front desk operations such as checking guests in and out of the hotel, making reservations, and solving any issues that may occur during the guest's stay. Assisted with the gift shop by adding souvenirs. Inputted late checkouts and resolution of guest issues such as providing a discount on their stay or providing them with Hilton Honors points.

Front Desk

• Sep 2015 - Jan 2016

Work all shifts including night audit. I created a small gift shop by ordering and pricing items. Helped train new employees. Assist the director of sales by inputting group information into the computer system. Assisted with accounts payable. Provided excellent customer service to customers in person and on the phone. Managed a multi-line phone and communicated with co-workers through email. Work all shifts including night audit. I created a small gift shop by ordering and pricing items. Helped train new employees. Assist the director of sales by inputting group information into the computer system. Assisted with accounts payable. Provided excellent customer service to customers in person and on the phone. Managed a multi-line phone and communicated with co-workers through email.

Customer Service

• Nov 2013 - Sep 2015

Perform standard front desk operations. Order and price items for hotel gift shop by communicating and meeting with multiple vendors. Inventory the gift shop each month and enter the information into the computer for the general manager to review. In charge of verifying employee reservations by contacting the hotels the employees worked for and input necessary information onto the reservations. Enter in weekly payables to corporate by inputting information into the corporate computer program. Coordinate with the sales team concerning large groups and input groups and team reservations when needed. Send out accounts receivables to business/group accounts and make sure all accounts are current and inputted into the guest folio. Show less

Front Desk/Night Audit

• Mar 2013 - Nov 2013

Provide guest service, make reservations, check guests in/out of hotel. Perform end of day tasks for hotel. Provide guest service, make reservations, check guests in/out of hotel. Perform end of day tasks for hotel.

Front desk

• Aug 2012 - Mar 2013

Front Desk

• Jul 2011 - Apr 2012