Summary
Overview
Work History
Education
Skills
Certification
Education and Training
Timeline
Generic

Ashley Martin

Clarkson,KY

Summary

Knowledgeable customer service management professional successful at improving team productivity, reducing escalated calls and increasing customer satisfaction scores. Talented Assistant Customer Service Manager offering expertise in resolving issues in a timely and accurate manner. Excel at building customer loyalty and repeat business. Organized and detail-oriented manager with 4 years of cash handling and customer service experience. Understands general accounting and finance concepts. Dedicated and meticulous Office Manager with over 3years of experience excelling at prioritizing, completing multiple tasks simultaneously, and achieving project goals. Flexible and focused team player with unique skillset to streamline operations from within.

Overview

16
16
years of professional experience
1
1
Certification

Work History

Assistant General Manager

General Hotels Corporation
08.2021 - Current
  • Handled cash accurately and prepared deposits.
  • Motivated, trained, and disciplined employees to maximize performance.
  • Collaborated with the General Manager on marketing initiatives to increase brand awareness and drive sales growth.
  • Increased customer satisfaction by addressing and resolving concerns in a timely manner.
  • Resolved problems promptly to elevate customer approval.
  • Oversaw inventory management processes to maintain proper stock levels and minimize spoilage or waste.
  • Developed and implemented new operational procedures, streamlining daily tasks and improving overall efficiency.
  • Mentored staff members, fostering a supportive work environment that enhanced employee performance and retention.
  • Analyzed customer feedback data to identify areas of improvement and develop solutions.
  • Managed team schedule with eye for coverage needs and individual strengths.
  • Assisted in the recruitment, hiring, and onboarding process for new employees to build a skilled workforce committed to excellence in service delivery.

Manager Customer Service

Holiday inn express
11.2018 - Current
  • Answered customer requests with friendly, knowledgeable service and support.
  • Set up repair appointments with service professionals.
  • Filled out documentation and logs each day and created weekly reports detailing activities.
  • Oversaw training of new team members and mentored each to promote productivity, accuracy and friendly service.
  • Completed research on complex problems and resolved issues in a timely manner.
  • Took full advantage of upsell opportunities with new and potential customers.
  • Trained employees on cash drawer operation.
  • Delivered informational sales presentations to potential investors to build symbiotic client relationships.
  • Delivered prompt, accurate and excellent customer service.

Front Office Manager

Holiday Inn Express Radcliff Fort Knox
11.2018 - 08.2021
  • Instituted and built a dynamic team of astute and successful administrative professionals that supported all corporate growth and productivity objectives.
  • Assisted with interviewing job applicants, asking appropriate questions and offering insight and feedback to the General Manager afterwards.
  • Monitored and controlled office inventory to ensure adequate supply levels, timely product ordering and efficient management of company resources.
  • Handled communications systems.
  • Utilized active listening skills to quickly resolve problems and escalated larger issues to the General Manager.
  • Provided bookkeeping of important files.
  • Interviewed, onboarded, developed and oversaw daily activities of clerical and administrative office personnel.
  • Backed up all front desk employees and subbed in if there was an absence or someone was away from the office.
  • Handled money for customers and visitors.
  • Introduced all team members to the latest hotel services, encouraging them to discuss these offerings with guests upon checking in.
  • Handled the complaints and concerns of customers.
  • Kept a close eye on the front desk so that any issues that arose could be promptly addressed and resolved.
  • Distributed company correspondence, including memos and updates to reinforce and apprise departments and divisions of corporate objectives and developments.

Executive Housekeeper

Quality inn
04.2017 - 10.2017
  • Welcomed guests, provided answers to questions, and anticipated guests’ service needs.
  • Greeted all guests in a courteous and professional manner.
  • Trained newly hired room attendants on company policies, cleaning procedures and customer service techniques.
  • Oversaw an inventory of items that were placed in each guest room.
  • Pleasantly greeted passengers as they entered the aircraft and showed them where their seats were located.
  • Recommended top dining and entertainment options for guests in the local area.
  • Delivered extra linens, paper products, and toiletries to guests upon request and in the timeliest fashion.
  • Vacuumed, dusted, and polished furniture in the common areas including hallways and waiting areas at elevators.
  • Enforced lost and found procedures whenever missing items were located.
  • Followed company regulations and rules promoting a safe environment for both travelers and employees.
  • Replenished each guest room with necessary supplies including water glasses, toiletries, and paper products.
  • Managed the linen cart, keeping it neat and organized.

Cashier

circle k
03.2016 - 05.2017
  • Informed managers of issues with loss prevention and security.
  • Processed customers orders by efficiently scanning items, weighing fruit and vegetables and accurately coding special items.
  • Answered customer quests, provided store information and escorted to desired store areas.
  • Issued receipts for purchases and gifts.
  • Provided customers with payment information and processed credit card payments and cash transactions.
  • Cleaned and straightened work area.
  • Bagged purchased items properly to prevent delicate products from breakage.
  • Worked with customer service to resolve issues.
  • Used proper bagging techniques to minimize overuse of bags while preventing damage to customer items.
  • Declined to sell alcoholic products to intoxicated individuals, notifying Managment when problems escalated.
  • Accepted cash, check, credit and debit payments in an accurate and efficient manner.
  • Processed all transactions efficiently and timely.
  • Tallied cash at the end of each shift and handled discrepancies according to company policies.
  • Provided professional and courteous service at all times.

Housekeeping

Jolly roger motel
02.2016 - 12.2016
  • Sorted, washed, dried, and ironed guest laundry.
  • Ensured that bathrooms were stocked with towels and toiletries.
  • Ensured the safe usage of chemical cleaners.

Housekeeping

Sea Vista
03.2015 - 05.2016
  • Attended to guest rooms, including sweeping, mopping, and vacuuming.
  • Sorted, washed, dried, and ironed guest laundry.
  • Ensured that bathrooms were stocked with towels and toiletries.
  • Ensured the safe usage of chemical cleaners.

cashier

Shell
05.2014 - 04.2015
  • Informed managers of issues with loss prevention and security.
  • Processed customers orders by efficiently scanning items, weighing fruit and vegetables and accurately coding special items.
  • Answered customer quests, provided store information and escorted to desired store areas.
  • Issued receipts for purchases and gifts.
  • Provided customers with payment information and processed credit card payments and cash transactions.
  • Cleaned and straightened work area.
  • Bagged purchased items properly to prevent delicate products from breakage.
  • Worked with customer service to resolve issues.
  • Used proper bagging techniques to minimize overuse of bags while preventing damage to customer items.
  • Declined to sell alcoholic products to intoxicated individuals, notifying Managment when problems escalated.
  • Accepted cash, check, credit and debit payments in an accurate and efficient manner.
  • Processed all transactions efficiently and timely.
  • Tallied cash at the end of each shift and handled discrepancies according to company policies.
  • Provided professional and courteous service at all times.

Cashier

Mcdonalds
08.2009 - 01.2010
  • Handled  credit and cash transactions.
  • Maintained clean, tidy and organized checkout areas.
  • Provided professional and courteous service at all times.
  • Accepted cash, check, credit and debit payments in an accurate and efficient manner.
  • Reconciled cash drawer at the start and end of the shift. 
  • Tallied cash at the end of each shift and handled discrepancies according to company policies.
  • Provided a high level of service by helping customers find the specific products. 
  • Cleaned and straightened work area.

Education

Medical assistant -

Miller Motte technical collage
Jacksonville, NC

GED -

Coastal Carolina Community College
Jacksonville, NC

Phlebotomist -

Kentucky School Of Phlebotomy
10.2020

Skills

  • Customer service
  • Stress management
  • Data entry
  • Organization
  • Team building
  • CRM and office management software
  • Cash transactions
  • Customer relations
  • Administrative skills
  • Reservations assistance
  • Training and coaching
  • Skilled in opera
  • Expense reporting
  • Exceptional customer support
  • Daily shift oversight
  • Hospitality services
  • Biohazard waste disposal
  • Proper storage procedures
  • Drawing blood
  • Sharps disposal
  • Manual and finger dexterity
  • Sanitation and sterilization
  • Tracking specimens
  • Quality control
  • HIPAA
  • People skills
  • Conflict resolution
  • Decision-making

Certification

  • Certified phlebotomy Technician, Kentucky school of Phlebotomy - 2020
  • Getting to know IHG concerto
  • GRS Fundamentals - Rates, Reservations and inventory balance
  • Loyalty champion action plan
  • Loyalty champion onboarding
  • The essentials of a loyalty champion
  • PMS Training - Profile management
  • Front desk agent
  • Yielding and price optimizing
  • Start breakfast bar experience
  • True hospitality service skills
  • Guest heartbeat to improve guest satisfaction

Education and Training

other

Timeline

Assistant General Manager

General Hotels Corporation
08.2021 - Current

Manager Customer Service

Holiday inn express
11.2018 - Current

Front Office Manager

Holiday Inn Express Radcliff Fort Knox
11.2018 - 08.2021

Executive Housekeeper

Quality inn
04.2017 - 10.2017

Cashier

circle k
03.2016 - 05.2017

Housekeeping

Jolly roger motel
02.2016 - 12.2016

Housekeeping

Sea Vista
03.2015 - 05.2016

cashier

Shell
05.2014 - 04.2015

Cashier

Mcdonalds
08.2009 - 01.2010

GED -

Coastal Carolina Community College

Phlebotomist -

Kentucky School Of Phlebotomy

Medical assistant -

Miller Motte technical collage

Similar Profiles

CREATE PROFILE
Ashley Martin