* Collaborates with the client in designing monitoring formats and quality standards and working on future plans for improvement of the department * Participating in client information meetings on and as-needed basis to ensure that the QA program is designed to meet the requirements of the client* Providing actionable data to various internal support groups as needed* Coordinating and facilitating call calibration sessions on a bi-weekly/monthly basis * Assists in forecast/ratio management and monitored staff organization* Schedules quality review meetings to review effectiveness of performance* Leads in hiring and training process for new team members

• Provided daily support to users of AT&T DirectTV including answering questions about the services, analyzing problems, basic troubleshooting, and quickly forming solutions to return systems to proper operation.* Maintained detailed records of daily phone calls with customers, installation activities, reported issues, and completed solutions along with any further actions required of management or repair personnel.

* Supervised and guided employees on facing, assisting, and taking care of guests and responded quickly to questions, which improved understanding of job responsibilities* Drove sales and maximized by upselling rooms and amenities* Assisted guests by displaying knowledge of hotel property, local attractions, and hours of operation of hotel outlets and services* Ran daily reports, reviewing to see what needs to be communicated to the next shift’s staff

* Collaborated with Housekeeping and Bell service team members to handle guest requirements from check-in through check-out* Explained details regarding property, including restaurants, meeting rooms, pool area, spa, and fitness center to acclimate patrons to resort environment* Answered multi-line phone system, responded to inquiries and transferred calls to correct departments and personnel* Remedied issues quickly and effectively through active listening, conflict resolution and dynamic communication skills* Secured payment for room & other amenities, verifying and adjusting billing as needed* Completed cashier and closing reports, counting the bank at the end of each shift securely* Communicated any emergency, lost item, or theft to proper security staff and/or authorities.

* Greeted incoming visitors professionally and provided friendly, knowledgeable assistance* Sorted and distributed mail correspondence between departments and personnel including parcel packaging, preparation and efficient shipping * Answered telephone calls to field inquiries from clients, vendors and various other callers seeking information and updated client records * Maintained security by following procedures; monitored logbook; and issued visitor badges.

* Attentively watched over swimmers being quick to identify those in distress * Learned and maintained proficiency in first responder skills such as First aid and CPR to offer individuals in distress support* Ensured cleanliness, safety, and upkeep of swimming pool.* Performed troubleshooting and routine maintenance to keep equipment in optimal working condition