JOHN T. COLLINS II
7308 Pullen Drive, Fredericksburg
Summary
Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.
Overview
13
13
years of professional experience
Work History
Front Desk Specialist
MARRIOTT
07.2023 - Current
- Resolved customer problems and complaints.
- Collaborated closely with sales teams on special offers or promotions targeted at specific market segments, leading to increased bookings in identified areas of opportunity.
- Coordinated with housekeeping staff to ensure timely room availability for guests, resulting in higher occupancy rates.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
- Proactively resolved conflicts among guests or staff members, fostering an amicable atmosphere within the hotel environment.
- Maintained accurate inventory records for supplies, streamlining the ordering process and reducing costs associated with overstocking items.
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Monitored and screened visitors to verify accessibility to inter-office personnel.
- Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment, and shopping activities.
- Assisted management with administrative tasks, improving office organization and productivity levels.
- Trained new front desk staff members, sharing best practices and contributing to a more cohesive team environment.
Customer Service Representative
AAFES
12.2019 - 04.2022
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Promptly responded to inquiries and requests from prospective customers.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Investigated and resolved customer inquiries and complaints quickly.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
NIGHT SUPERVISOR/Head Bartender
Pass Christian Yacht Club
03.2011 - 12.2018
- Oversaw financial transactions during the night shift, performing audits and reconciliations as necessary to ensure accuracy.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Coordinated with vendors for repair and maintenance of hotel.
- Motivated staff by fostering a supportive work environment that encouraged continuous improvement in job performance.
- Addressed customer complaints swiftly, resolving issues in a professional manner to promote positive experiences during nighttime hours.
- Facilitated smooth shift transitions by maintaining open communication between day and night teams.
- Coordinated project completion during nighttime hours, meeting strict deadlines while maintaining quality standards.
- Assisted upper management in evaluating potential candidates for promotions within the company based on their achievements as part of the night supervision team.
- Developed strong relationships with staff members through effective communication and leadership efforts.
- Compiled reports on production shortfalls, accidents and equipment problems.
- Coordinated with production managers, monitoring material movement in and out of facility.
- Enforced policies and procedures to increase efficiency.
- Kept accounts in balance and ran daily reports to verify totals.
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
- Upheld federal safety standards and environmental disposal protocols.
- Maintained compliance with company standards by monitoring employee adherence to policies during the overnight hours.
- Introduced customers to resort amenities with pleasant and helpful demeanor.
- Reduced operational costs with effective budget management and resource allocation during night shifts.
- Developed and maintained positive relationships with guests for satisfaction.
- Managed inventory control, ensuring adequate supplies were available for nightly operations.
- Collaborated with daytime supervisors to develop strategies for improved efficiency across all shifts.
- Ensured a clean and organized work environment by directing nightly cleaning tasks and routine maintenance activities.
- Implemented marketing and promotional initiatives to increase occupancy.
- Assigned each member of [Number] person team with specific daily tasks and responsibilities.
- Implemented new policies and procedures to improve overall performance of the night shift team members.
- Maintained stock of products and ordered new products when stock was running low.
- Streamlined workflow processes for increased efficiency during night operations.
- Provided comprehensive training to new hires, ensuring they were prepared for their roles as night shift employees.
- Monitored employee attendance, addressing any issues promptly to maintain optimal staffing levels on the night shift.
- Organized evening meetings to set operations for following day and next shift crew.
- Enhanced workplace safety by implementing and enforcing strict security protocols for night shift employees.
- Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
- Observed each team member to carry out duties and provided constructive criticism.
- Assisted customers with complaints, questions, and concerns.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Excellent communication skills, both verbal and written.
- Managed time efficiently in order to complete all tasks within deadlines.
- Gained strong leadership skills by managing projects from start to finish.
- Demonstrated leadership skills in managing projects from concept to completion.
- Worked flexible hours across night, weekend, and holiday shifts.
- Strengthened communication skills through regular interactions with others.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Legal File Clerk
Fowler Rodriguez Law Firm
02.2013 - 06.2016
- Provided excellent customer service to both internal and external clients by responding efficiently to requests for information or assistance.
- Prepared and processed invoices for attorney billing.
- Supported legal team members with photocopying, scanning, and assembling relevant documentation for meetings and court appearances.
- Researched and stayed abreast of industry techniques to delivering effective solutions and best practices.
- Prioritized and handled multiple assignments and maintained firm commitment to deadlines.
- Enhanced file organization by implementing a color-coded filing system for legal documents.
- Streamlined document retrieval process for attorneys, improving case preparation efficiency.
- Drove quality control efforts by minimizing downtime and maximizing efficiency to increase revenue.
- Contributed to faster case resolution by promptly delivering requested legal files to attorneys and support staff.
- Participated in regular file room audits, assisting with reconciling discrepancies and ensuring overall compliance with recordkeeping standards.
- Used internal templates to prepare subpoenas and client correspondence.
- Supported lawyers in reviewing and processing search warrants, subpoenas and court documents.
- Managed court sessions, maintaining attendant records for court proceedings.
- Collaborated with paralegals to compile essential documents for trial preparation, resulting in more organized case presentations.
- Filed documents with courts on behalf of attorney.
- Reduced document retrieval time by reorganizing the physical filing system, increasing overall productivity within the firm.
- Skilled at working independently and collaboratively in a team environment.
- Excellent communication skills, both verbal and written.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Education
High School Diploma -
C.D. Hylton High School
Woodbridge, VAAssociate of Arts - Business Administration And Management
Central State University
Wilberforce, OH05.2004
Skills
- Front Desk Management
- Meeting Support
- Report Generation
- Clerical Support
- Front Office Support
- Effective Planning
- Scheduling appointments
- Customer Service
- Information Protection
- Team Oversight
- Guest Relations
- Bookkeeping Support
- Database Administration
- Inventory Management
- Payment Processing
Timeline
Front Desk Specialist
MARRIOTT
07.2023 - Current
Customer Service Representative
AAFES
12.2019 - 04.2022
Legal File Clerk
Fowler Rodriguez Law Firm
02.2013 - 06.2016
NIGHT SUPERVISOR/Head Bartender
Pass Christian Yacht Club
03.2011 - 12.2018
High School Diploma -
C.D. Hylton High School
Associate of Arts - Business Administration And Management
Central State University
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