Devoted professional proactively and quickly identifies best course of action for given scenarios. Confident handling tasks independently and in teams with highly organized approach to work. Strong advocate for those in need and committed to providing best possible service.
Hi, I’m
Naomela Farier
Downing Street, Sandy Point,St. Kitts
Summary
Overview
7
years of professional experience
2
Certification
Work History
Bank Of Nevis Ltd
Senior Card Services Officer
06.2021 - Current
Job overview
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Coordinated solutions for high volume of customer inquiries per day while meeting and exceeding performance quotas.
- Worked with customers to answer questions, resolve disputes and research discrepancies.
- Processed recurring automated payments and credit card payments.
- Built strong relationships with customers to increase retention and loyalty.
Royal St. Kitts Hotel
Assistant Housekeeping Manager
02.2020 - 06.2021
Job overview
- Trained and mentored all new personnel to maximize quality of service and performance.
- Increased employee performance through effective supervision and training.
- Conducted regular room inspections to verify compliance with housekeeping standards.
- Completed schedules, shift reports, and other business documentation.
- Evaluated employee performance and developed improvement plans.
- Developed and implemented detailed housekeeping standards to promote cleanliness standards for guest rooms and common areas.
- Investigated guest complaints and resolved issues to increase customer satisfaction and establish trust.
- Disposed of trash and recyclables each day to avoid waste buildup.
- Worked with front desk to respond promptly to all guest requests.
- Managed laundry sorting, washing, drying, and ironing.
- Placed orders for housekeeping supplies and guest toiletries.
- Communicated repair needs to maintenance staff.
- Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements.
Camelback Resort & Indoor Waterpark
Front Desk Clerk
10.2018 - 09.2019
Job overview
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Collected room deposits, fees, and payments.
- Used internal software to process reservations, check-ins and check-outs.
Education
East Stroudsburg University of PennsylvaniaPennsylvania
Bachelor of Science from Hospitality And Tourism Management
05.2019
University Overview
- Dean's List, 2018
- 3.8 GPA
- Degree Awarded with Magna Cum Laude
- Hospitality Internship, Caesars Atlantic City, Completed 2017
Clarence Fitzroy Bryant CollegeBasseterre, St. Kitts
Associate of Arts from Accounting
11.2015
University Overview
- 3.5 GPA
- Degree Awarded with Cum Laude
Skills
- Coping Techniques
- Customer Experience
- Compile Data
- Service Delivery
- Daily Progress Reports
- Daily Facility Operations
- Fee Calculation
- Customer Retention
- Customer Relationship Management
- Handling Procedures
- New Program Implementation
- Payroll Understanding
Affiliations
Affiliations
- International Hospitality Honors Society
Certification
- Destination Management, American Hotel & Lodging Association - 2019
- Club Management, American Hotel & Lodging Association - 2019
Timeline
Senior Card Services Officer
Bank Of Nevis Ltd
06.2021 - Current
Assistant Housekeeping Manager
Royal St. Kitts Hotel
02.2020 - 06.2021
Front Desk Clerk
Camelback Resort & Indoor Waterpark
10.2018 - 09.2019
East Stroudsburg University of Pennsylvania
Bachelor of Science from Hospitality And Tourism Management
Clarence Fitzroy Bryant College
Associate of Arts from Accounting
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