OMARI MOON
Wytheville
Summary
Customer-focused front desk and call center professional with 10+ years of experience in hospitality, telecommunications, and administrative support. Proven track record of improving customer satisfaction, resolving complex issues, and supporting retention and sales goals. Skilled in cash handling, CRM systems, and multitasking in high-volume environments. Willing to relocate; authorized to work in the U.S. for any employer.
Experienced with managing client accounts and optimizing client satisfaction through tailored solutions. Utilizes comprehensive knowledge of account management practices to foster long-term client relationships. Track record of effective communication and problem-solving in team-oriented setting.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Account Specialist – Retention Department
Dish Network
12.2024 - Current
- Manage a portfolio of approximately 60–80 customer accounts per week, focusing on retention and satisfaction.
- Handle an average of 30–40 inbound retention calls per shift, resolving billing, service, and technical issues on the first call in most cases.
- Identify customer needs and make tailored product recommendations, contributing to a measurable decrease in churn within the team.
- Resolve billing discrepancies within 24–48 hours by coordinating with finance, reducing repeat calls from impacted customers.
- Participate in weekly team meetings to share best practices; contributed ideas that helped streamline call handling and reduce average call time.
Front Desk Receptionist
Holiday Inn Express & Suites
09.2022 - 12.2024
- Greeted and checked in 40–70 guests per shift, ensuring accurate reservation handling and room assignments.
- Processed payments and deposits with consistent cash balancing at the end of each shift.
- Resolved 5–10 guest complaints per week (room issues, billing, noise) by quickly coordinating with housekeeping and management, improving guest satisfaction scores.
- Maintained lobby cleanliness and appearance, contributing to positive online reviews and repeat business.
Front Desk Receptionist
Wohlfahrt Haus
10.2022 - 10.2023
- Checked in 100–150 guests per show night, ensuring fast, accurate ticketing and seating.
- Handled cash and card payments totaling up to $2,000+ per shift with 100% accuracy and no cash drawer discrepancies.
- Maintained guest lists and Excel spreadsheets for reservations and group bookings, improving front-of-house organization and reducing check-in delays.
- Answered 50+ calls per shift, providing show information, bookings, and resolving guest inquiries professionally.
- Was repeatedly recognized for friendly, efficient customer service in guest feedback and informal reviews.
Cook / Prep
Ruby Tuesday
06.2021 - 06.2023
- Prepared salads, hot items, and line orders for 100–200 guests per shift while maintaining food safety and quality standards.
- Set up and restocked salad bar, reducing downtime and maintaining full availability during peak hours.
- Collaborated with BOH team to meet ticket times during rush periods, helping maintain customer satisfaction and repeat business.
Receptionist
Wall & Associates, Inc.
04.2018 - 08.2021
- Answered 80–100 incoming calls daily, routing clients to tax specialists and ensuring timely follow-ups.
- Filed and organized new client records, improving document retrieval time for the tax team.
- Processed and sent important tax documents, maintaining accuracy and confidentiality at all times.
Front Desk Receptionist
Bolling Wilson Hotel
09.2018 - 12.2019
- Delivered concierge-level service, assisting 30–50 guests per shift with local recommendations and special requests.
- Handled cash and credit transactions at the front desk with no recorded discrepancies.
- Responded to phone and in-person inquiries, contributing to positive guest reviews and repeat stays.
Front Desk Clerk
Red Roof Inn
05.2016 - 09.2018
- Performed many day-to-day management tasks in addition to front desk duties, demonstrating reliability and leadership.
- Checked in/out 40–60 guests per shift, maintaining high accuracy in reservations and billing.
- Consistently recognized by management for strong customer service and dependability.
Customer Care Specialist (CCS2)
Dish Network / Echostar
05.2013 - 08.2014
- Managed high-volume inbound call queues, handling 60–100 calls per day related to billing, technical issues, and account changes.
- Upsold premium packages and add-ons, ranking among top sales performers on the team.
- Achieved “Employee of the Month” and multiple recognition awards for best QA’d calls and leadership contributions.
- Received several compliment calls from customers for professionalism, product knowledge, and problem resolution.
Education
Business Administration - Coursework
Wytheville Community College
Wytheville, VA12.2010
High School Diploma - undefined
George Wythe High School
Wytheville, VA01.2009
Skills
- Customer Service & Guest Relations
- Call Center & Retention
- Front Desk Operations & Hospitality
- Cash Handling & POS Systems
- Conflict Resolution & De-escalation
- Microsoft Office (Word, Excel, Outlook, PowerPoint)
- Data Entry & CRM Systems
- Time Management & Multitasking
- Upselling & Cross-Selling
- Phone Etiquette & Live Chat Support
- Customer Service & Customer Care
- Call Center & Live Chat Support
- Front Office / Front Desk Operations
- Data Entry & Typing
- HRIS & Administrative Support
- Organizational Skills & Time Management
- Quality Assurance Awareness
- Basic Math & Billing
- Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
- Account administration
- Customer relationship development
- Microsoft office proficiency
- Billing resolutions
- Document management
Certification
- Driver’s License
- CPR Certification
Timeline
Account Specialist – Retention Department
Dish Network
12.2024 - Current
Front Desk Receptionist
Wohlfahrt Haus
10.2022 - 10.2023
Front Desk Receptionist
Holiday Inn Express & Suites
09.2022 - 12.2024
Cook / Prep
Ruby Tuesday
06.2021 - 06.2023
Front Desk Receptionist
Bolling Wilson Hotel
09.2018 - 12.2019
Receptionist
Wall & Associates, Inc.
04.2018 - 08.2021
Front Desk Clerk
Red Roof Inn
05.2016 - 09.2018
Customer Care Specialist (CCS2)
Dish Network / Echostar
05.2013 - 08.2014
High School Diploma - undefined
George Wythe High School
Business Administration - Coursework
Wytheville Community College