Telephone Operator/Room Service Agent

Posted on: 2007-04-02

Felicia V. Hopkins 4108 Crawford Ave Baltimore, Md 21215 (410) 367-0425 PROFESSIONAL SUMMARY Dedicated business professional with exceptional people and customer service skills. Proactive in addressing issues, problems and developing creative and effective solutions. Proven ability to adapt behavior to diverse groups of people and situations to achieve business results while maintaining a focus on quality, customer satisfaction and profitability. Self-motivated with strong communication, customer service, and problem solving skills. Demonstrated ability to create a cooperative spirit among individuals and groups at all levels. Specialize Skills § Exceptional Customer Services/Relations (26+ years w/AT & T) § Fidellio Reservation System § MARSHA Reservation System § SMS HOST Reservation System § PMS(Property Management System) § Telephone/Switchboard § MS Word/(Beginners) Excel § MS Outlook § Micros/Guestware § Tigerpaw Business Suite 9 Enterprise Software(Beginners) § Safetrace(Inova Medical System) Experience Telephone Operator/Room Service Agent 2006 to Present Marriott Hunt Valley Inn, 245 Shawan Rd., Hunt Valley, MD 21031 My primary duties include serving as the main point of contact for all guests requests and needs. Also responsible for answering and distributing a high volume of incoming calls, recording the guest request and then pursuing the issue to a resolution. Also, responsible for up sale and taking room service orders. Donor Center Telerecruiter 2005 to 2006 Inova Fairfax Hospital(Inova Blood Donor Services), 45745 Nokes Blvd, Sterling, Va. 20166 My primary duties in the call center include calling and scheduling current and new donors to meet blood collection goal. Telephone Operator/Room Service Agent& Concierge Lounge Attendant 2004 to 2005 Marriott Hunt Valley Inn, 245 Shawan Rd., Hunt Valley, MD 21031 My primary duties include serving as the main point of contact for all guests requests and needs. Also responsible for answering and distributing a high volume of incoming calls, recording the guest request and then pursuing the issue to a resolution. Concierge Lounge Attendant: Responsible for the preparation, presentation and handling of concierge lounge refreshments as well as maintaining cleanliness of the lounge. General Office/Data Entry Clerk (Temporary Position) 2005 to 2005 TRG Networking Inc. 11433 Cronridge Dr, Suite G, Owings Mills, MD 21117 My primary duities include entering the Systems Engineers service orders notes and time using a software called “Tigerpaw Business Suite 9 Enterprise”. Also, responsible for answering phones, filing, printing envelopes/invoices, mailing invoices and scanning checks. Reservations Agent 2003 to 2003 Turf Valley Resort and Conference Center, 2700 Turf Valley Rd. Ellicott City, MD 21042. My primary duties include responding to inquiries and processing reservations for individuals and groups via “SMS HOST” Reservation System. Responsible for maximizing occupancy and average rate by offering a variety of rates and promotional packages and by helping to maintain accurate occupancy forecasts. PBX Operator/Guest Service Aide 2000 to 2001 Marriott Grande Vista Resort, 5925 Avenida Vista, Orlando, FL 32821. My primary duties included answering and distributing a high volume of incoming calls to the appropriate extensions via the Meridian PBX Console. Handled guest complaints in a courteous and professional manner and follow through using Guest Response procedures. Utilized discretion in dealing with guest information over the telephone. AT & T 1972 to 1998 With more than twenty (20) years of experience at various AT & T locations, I have served as a Business Planner, User/System Requirements Tester in the Customer Service Center, a Billing Manager, an Associate Manager in Data Operations, an Associate Manager in the Bill Print Center, an Assistant Manager in Data Operations and an Assistant Supervisor for the Data Operations Department, and various Non-Management Positions. Education Mid-Florida Technical Institute, Orlando, Florida Certificate in Hospitality Service Program (approximately 600 hours) Graduated with honor through the American Hotel & Motel Association Successfully completed over 1,000 hours in various management training class including classes in Customer Relations/Services, Project Management, Employee Relations and Career Planning and Labor & Unions Relations, References Submitted upon request