Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Deann Warford

Phoenix

Summary

Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Night Audit/Front Desk Agent

The Summit Hotel
11.2023 - 09.2024
  • Responsible for posting and balancing room, restaurant, and bar guest folio charges
  • Maintaining files and resetting systems for the next day’s operation
  • Greet and assist with late guest arrivals and early departures by handling guest check-ins and check-outs while providing prompt and courteous service, including receiving telephone calls, guest requests, guest reservations, faxes and ensuring complete satisfaction during PM shift
  • Submits paperwork through established communication channels to the Corporate Office
  • Also responsible for all office and uniform inventory and laundering of all uniforms
  • Collected room deposits, fees, and payments.
  • Answered multi-line phone system and enthusiastically greeted callers.
  • Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
  • Answered customer telephone calls promptly and appropriately handled needs.
  • Maintained clean and organized front desk areas to uphold polished company image.
  • Coordinated with vendors for repair and maintenance of hotel.
  • Developed and maintained positive relationships with guests for satisfaction.
  • Trained new staff members in customer service techniques and hotel operations.
  • Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
  • Liaised with housekeeping staff to verify service and maintenance of hotel standards.
  • Enforced policies and procedures to increase efficiency.

Assistant Office Manager

Denali Park Adventures
05.2023 - 09.2023
  • Responsible for encouraging and supporting the Tour Representatives towards creating a focused, friendly, task-oriented, customer service driven team
  • Major components of the Assistant Office Manager position include direct correspondence with Travel Agents and Cruise ships to arrange the sale and scheduling of tours, oversight of finances, organization of company logistics, and involvement in management meetings
  • Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
  • Kept front office clean and well-organized to keep areas presentable for guests and maximize professional appeal.
  • Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
  • Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
  • Interceded between employees during arguments and diffused tense situations.
  • Delegated tasks to administrative support staff to organize and improve office efficiency.
  • Resolved issues through active listening and open-ended questioning, escalating major problems to manager.

Night Audit/Front Desk Agent

The Summit Hotel
12.2022 - 04.2023
  • Responsible for posting and balancing room, restaurant, and bar guest folio charges
  • Maintaining files and resetting systems for the next day’s operation
  • Greet and assist with late guest arrivals and early departures by handling guest check-ins and check-outs while providing prompt and courteous service, including receiving telephone calls, guest requests, guest reservations, faxes and ensuring complete satisfaction during PM shift
  • Submits paperwork through established communication channels to Corporate Office

Operations Manager/Office Manager

Enviro Drill
12.2020 - 08.2021
  • Responsible for all areas of an environmental drilling company
  • First point of contact for all clients
  • Billing Collections Customer Service Date Entry Dispatch Documentation Review AR/AP Invoicing Scheduling Sharepoint Fleet Maintenance
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
  • Identified and resolved unauthorized, unsafe, or ineffective practices.
  • Negotiated contracts with vendors and suppliers to obtain best pricing and terms.
  • Supervised operations staff and kept employees compliant with company policies and procedures.
  • Led hiring, onboarding and training of new hires to fulfill business requirements.
  • Interacted well with customers to build connections and nurture relationships.
  • Assisted in recruiting, hiring and training of team members.
  • Negotiated price and service with customers and vendors to decrease expenses and increase profit.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.

Operations Manager/Office Manager

Interior Design Resource
06.2019 - 12.2020
  • AP/AR Bank Deposit Billing Collections Credit Card and Bank Account Reconciliations Customer service Data Entry Dispatching technicians to clients Documentation Review Employee onboarding and training Heavy filing and emailing Payroll Processing credit card payments Processing all cash and check payments Purchase Orders Quick books Work Orders
  • Negotiated contracts with vendors and suppliers to obtain best pricing and terms.
  • Increased profit by streamlining operations.
  • Supervised operations staff and kept employees compliant with company policies and procedures.
  • Developed and maintained relationships with external vendors and suppliers.
  • Led hiring, onboarding and training of new hires to fulfill business requirements.
  • Assisted in recruiting, hiring and training of team members.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Negotiated price and service with customers and vendors to decrease expenses and increase profit.
  • Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Managed purchasing, sales, marketing and customer account operations efficiently.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Monitored daily cash discrepancies, inventory shrinkage and drive-off.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.

Operations Manager/Office Manager/Warehouse Manager/Truck Boss

NRG Transport
05.2011 - 06.2019
  • AP/AR Billing Collections Customer Service Daily bank reconciliations
  • Data entry Dispatch Electronic Cash Register Heavy filing, scanning, faxing and emailing Maintaining all employee files Maintaining vehicle files Multi-Line Phone System Shipping and Receiving
  • Developed and implemented strategies to maximize customer satisfaction.
  • Supervised operations staff and kept employees compliant with company policies and procedures.
  • Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
  • Interacted well with customers to build connections and nurture relationships.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Controlled resources and assets for department activities to comply with industry standards and government regulations.
  • Streamlined and monitored quality programs to alleviate overdue compliance activities.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Improved delivery plans with strong scheduling knowledge, organizational skills, and route development expertise.
  • Cleaned and maintained warehouse in compliance with OSHA safety standards.
  • Completed timely and accurate daily logs to keep internal reporting accurate and track materials movements.
  • Built motivated warehouse team to consistently accomplish operations goals and exceed performance targets.
  • Oversaw upkeep of equipment and physical condition of warehouse, identifying and ordering needed repairs, renovations, and replacements.
  • Redesigned warehouse layout to accommodate new equipment, maximize space utilization, and optimize processes.
  • Boosted warehouse operations performance by overseeing dispatching and setting optimal employee schedules.
  • Coordinated with vendors to verify timely delivery of materials and supplies, avoiding delays.
  • Coordinated driver dispatch to accomplish daily delivery requirements.

Accounts Payable and Receivable Specialist

Tommy Gate Company
06.2010 - 06.2011
  • Accounts Payable Accounts Receivable Billing Customer Service Data Entry Filing Invoicing Multi-Line Phone System Weekly check runs

Education

Business Administration -

Brown Mackie College
Olathe, KS
11.1998

High School Diploma - undefined

Aurora High School
05.1989

Skills

  • ACT
  • DBA
  • Citizen Serve
  • Epicor
  • E-Courier
  • Chiro7000
  • Microsoft Excel
  • Microsoft Outlook
  • Microsoft Word
  • MTC Pro Web
  • Peoplesoft
  • QuickBooks
  • SharePoint
  • SMS
  • Desktop Computer
  • Laptop
  • Printer
  • Copier
  • Fax Machine
  • Cash Register
  • Handheld Scanner
  • Pallet Jack
  • Forklift
  • Transportation information
  • Room assignments
  • Safety and security procedures
  • Lobby oversight
  • Registration processing
  • Guest amenities
  • Automated telephone systems
  • Credit and cash payments
  • POS systems
  • Mail and packages
  • Front desk management
  • Office management
  • Documentation
  • Oral and written communications
  • Reservations
  • Administrative support
  • Supply replenishment
  • Customer service
  • Team oversight
  • Report generation
  • Training and mentoring
  • Service dispatching
  • Administrative skills
  • Clerical duties
  • Conflict management
  • Front office support
  • Microsoft office
  • Inventory oversight
  • Word processing
  • Financial records oversight
  • Cash handling
  • File management

Certification

Adult and Infant CPR/AED Certified

Timeline

Night Audit/Front Desk Agent

The Summit Hotel
11.2023 - 09.2024

Assistant Office Manager

Denali Park Adventures
05.2023 - 09.2023

Night Audit/Front Desk Agent

The Summit Hotel
12.2022 - 04.2023

Operations Manager/Office Manager

Enviro Drill
12.2020 - 08.2021

Operations Manager/Office Manager

Interior Design Resource
06.2019 - 12.2020

Operations Manager/Office Manager/Warehouse Manager/Truck Boss

NRG Transport
05.2011 - 06.2019

Accounts Payable and Receivable Specialist

Tommy Gate Company
06.2010 - 06.2011

High School Diploma - undefined

Aurora High School

Business Administration -

Brown Mackie College

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Deann Warford