Xena Ashley Greene
Summary
Once awarded the opportunity to join the One and Only ocean club. My skillset is Proven to enhance guest satisfaction and streamline operations. As a Front Desk Agent I excel in reservations assistance and customer engagement. Leveraging reservation software expertise and exceptional problem-solving skills, I've significantly improved in service delivery. My dedication to upselling and issue resolution has contributed to increased occupancy rates and customer loyalty. I am Driven, and 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.
Overview
8
8
years of professional experience
Work History
Front Desk Agent
Sandyport Beach Resort
Nassau, Bahamas
02.2024 - Current
- Enhanced guest satisfaction by efficiently managing check-in and check-out processes.
- Increased customer loyalty with exceptional communication skills and personalized service.
- Facilitated smooth guest experiences by coordinating with multiple departments across the property.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Assisted guests in making informed decisions on local attractions, dining options, and transportation services.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Used internal software to process reservations, check-ins and check-outs.
- Enhanced customer satisfaction by efficiently handling all aspects of the reservation process in a timely manner.
- Streamlined workflow for quicker response times, ensuring that clients received accurate information and prompt assistance.
- Assisted in increasing hotel occupancy rates through proactive upselling of rooms, packages, and additional services.
- Utilized advanced reservation software systems effectively to manage bookings, track availability, and update guest records accurately.
- Enhanced guest satisfaction by efficiently managing night audit tasks and resolving issues promptly.
- Streamlined the check-in and check-out process for guests, ensuring a smooth experience during overnight hours.
- Maintained accurate financial records by diligently balancing daily revenue reports and identifying discrepancies.
- Prepared detailed end-of-shift reports, highlighting noteworthy incidents or areas requiring improvement for management review.
- Supported sales efforts by proactively upselling available services to guests during their stay, increasing overall revenue growth.
- Answered customer telephone calls promptly and appropriately handled needs.
Customer Care Representative
Bahamas Telecommunication Company LTD
Nassau Bahamas
09.2021 - 01.2024
- Contributed to company reputation by consistently delivering exceptional service during challenging situations with dissatisfied customers.
- Shared insights gleaned from escalated complaints with relevant departments, fostering a collaborative approach to continuous improvement efforts across the organization.
- Maintained detailed records of all escalated complaints, identifying trends and recommending improvements where necessary.
- Utilized CRM software to track customer interactions, ensuring accurate documentation of all correspondence for future reference.
- Maintained a high level of accuracy in all email correspondences, ensuring that customers received clear and concise information to address their inquiries effectively.
- Managed a high volume of emails daily, prioritizing tasks to maintain productivity and efficiency.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Assisted team members with challenging calls, providing guidance and support to ensure positive outcomes.
Cashier
Maxwells Supermarket
Abaco,Bahamas
07.2017 - 09.2019
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
Retail Sales Associate
BahaMar Resort
Nassau
05.2016 - 06.2017
- Greeted customers and helped with product questions, selections, and purchases.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Maintained clean sales floor and straightened and faced merchandise.
- Maintained a clean and organized store environment, enhancing the overall shopping experience for customers.
Education
High School Diploma -
Anatol Rodgers High
Nassau06.2014
Skills
- Patience and composure
- Reservations assistance
- Customer Engagement
- Email Etiquette
- Upselling strategies
- Issue Resolution
- Cancellation Policies
- Reservation Software Expertise
- Telephone reservations
- Phone Etiquette
- Upselling proficiency
- Customer Service
- Problem-Solving
- Active Listening
- Microsoft Office
- Team Leadership
Singing, Cooking, Reading, and Networking
In my free time I enjoy singing to keep my jovial spirit alive, please note as it relates to tone, I do my best. I enjoy relaxing after a long day with a good book and a nice home cooked meal done by myself if the time permits.
Timeline
Front Desk Agent
Sandyport Beach Resort
02.2024 - Current
Customer Care Representative
Bahamas Telecommunication Company LTD
09.2021 - 01.2024
Cashier
Maxwells Supermarket
07.2017 - 09.2019
Retail Sales Associate
BahaMar Resort
05.2016 - 06.2017
High School Diploma -
Anatol Rodgers High