Melissa Murphy Email & Phone Number

Achieves customer satisfaction by providing personable, detailed, and accurate information to our candidates/members.Develops, recommends, and publishes numerous KAs for use for GCC and other departments with access to Salesforce.Assists with training and providing support to new team membersSME role to update, assist and provide guidance on changes in Exam day and CBT

Contribution to KCS by submitting Knowledge Articles for collaboration and publishingMaintains knowledge of CFA Institute policies, procedures, products and updatesFirst point contact resolution for inquiries by email, web and phoneAchieves a customer satisfaction survey rating higher than 4.25Stays current on training to ensure knowledge and service QA for members and candidates

Charlottesville, Virginia Area

Directly supervised and lead the front desk staff and operations team under the direction of the General Manager. Created agenda and lead safety and staff meetings. Interviewed, selected and trained new staff for all hotel positions needed. Handled group sales , created contracts and stayed current with group updates. Established rapport with guests and clients to obtain return business to the property. Filled in for front desk, night audit and breakfast host shifts when needed due to breaks, requested time-off or training. Assisted all other departments as needed for the hotel’s success. Worked closely with all departments to create a cohesive working relationship between all employees/departments. Computed timecards daily for employees, housekeeping reports and completed the daily payroll report during General Manager's absence. Completed all needed business reports, reviewed the daily audit, counted hotel money and made deposits as needed. Managed the direct billing statements and mailed them to client’s weekly. Inspected hotel guest rooms monthly to ensure proper cleanliness and maintenance for guests.

Set the tone and example of guest service and guest satisfaction for all colleagues.Had specific responsibilities for overseeing specific shifts of the Front Desk. Checked the First, Second and Third/Night Audit Shift Checklists.Ensured office supplies were stocked as well as keeping a clean and organized workplace.Participated in managing, overseeing, and training the Front desk personnel.Handled all guest issues, concerns, and feedback in a timely manner with a resolution.Operated hotel switchboard, take calls and provided information and transfer callsManaged accurate accounting of all roomsCompleted reservations over the telephone, through emails and in-person Balanced cash at the end of the shift and generated accounting reports for the benefit of the next shift

* Received and counted working cash at beginning of the shift* Identified customers, validated and cashed checks* Accepted cash and checks for deposit and checked the accuracy of the deposit slip* Processed cash withdrawals* Performed specialized tasks such as preparing cashier's checks, personal money orders, issuing traveler's checks, and exchanging foreign currency* Performed services for customers such as ordering bank cards and checks* Received and verify loan payments, mortgage payments and utility bill payments* Recorded all transactions promptly, accurately, and in compliance with bank procedures* Balanced currency, cash, and checks in cash drawer at end of each shift* Answered inquiries regarding checking and savings accounts and other bank-related products* Attempted to resolve issues and problems with customer's accounts* Explained, advised on, and promoted bank products and services to customers* Identify referral opportunities and make relevant referrals* Ensured compliance with all internal controls and established policies and procedures

Charlottesville

Associate'S Degree, General Studies

Standard Diploma, General Studies