Summary
Overview
Work History
Education
Skills
Affiliations
Hi, I’m

Donielle Coleman

Office Supervisor
Nashville

Summary

10+ years of experience in the hospitality and food service industries, dedicated to providing exceptional customer service and building lasting relationships with customers. Possesses a strong understanding of customer experience best practices and expertise in utilizing customer service platforms such as Gladly. Proven ability to drive customer satisfaction, improve customer retention, and increase revenue growth. Excellent communication, problem-solving, and leadership skills with a bubbly personality that creates a positive work environment. A passionate individual with a customer-centric mindset who is excited to bring expertise and enthusiasm to a new challenge in the customer experience field.

Overview

10
years of professional experience
5
years of post-secondary education

Work History

Fortis Institute
Nashville, TN

Office Supervisor
03.2022 - Current

Job overview

  • Acted as liaison between administrative office and various campus departments, promoting cross-departmental collaboration and communication
  • Managed office operations while scheduling appointments for department managers.
  • Managed compliance to keep organization operating within legal and regulatory guidelines.
  • Developed and implemented a system for tracking student files and records, resulting in a 35% reduction in lost or misplaced files.
  • Sustained collaborative relationships with faculty, staff and administration.

Tharaldson Hospitality
Nashville, TN

Guest Services Supervisor
02.2021 - 05.2022

Job overview

  • Supervised a team of 10 front desk agents, ensuring smooth and efficient guest check-in and check-out processes
  • Oversaw a training program for new front desk agents that reduced the onboarding period by 25%, allowing them to become fully proficient in their role in less time.
  • Coordinated with housekeeping to ensure rooms were cleaned and made available for check-in, reducing guest wait times and increasing overall guest satisfaction.
  • Resolved guest complaints in a professional manner that maintained customer satisfaction.

North Point Hospitality Group Inc.
Nashville, TN

Guest Service Associate
01.2019 - 03.2021

Job overview

  • Provided exceptional customer service to a high volume of guests on a daily basis, including business travelers from various industries.
  • Consistently maintained a high level of professionalism, even during times of high stress and pressure, resulting in positive feedback from guests and coworkers alike.
  • Utilized hotel software systems to manage reservations, check guests in and out, and process payments accurately and efficiently.
  • Demonstrated excellent communication skills by providing detailed and accurate information about hotel amenities, local attractions, and transportation options to guests.

Boba Lounge
Bowling Green , KY

Head Barista
01.2017 - 07.2019

Job overview

  • Successfully managed a team of three baristas, including scheduling, training, and coaching to ensure consistent product quality and exceptional customer service.
  • Maintained accurate inventory levels, placed orders for supplies and ingredients, and tracked expenses to ensure profitability.
  • Developed strong relationships with regular customers, resulting in a 25% increase in repeat business over the first six months of operation.
  • Demonstrated exceptional knowledge of all menu items, including coffee drinks, teas, and food items, by memorizing ingredient lists, preparation methods, and flavor profiles

Jefferson County Public Schools
Louisville, KY

Attendance Clerk
07.2016 - 01.2017

Job overview

  • Developed and maintained positive relationships with students, families, and community members to increase engagement and support for regular attendance.
  • Collaborated with teachers, counselors, and administrators to identify and address the root causes of truancy, including health issues, family disruptions, and behavioral problems.
  • Utilized a range of communication methods, including phone calls, emails, and in-person meetings, to notify families of absences and encourage regular attendance.
  • Managed and maintained accurate attendance records for all students, ensuring compliance with state and federal regulations.
  • Coordinated with school social workers and other support staff to provide resources and assistance to families experiencing challenges that may impact attendance.

Sheraton Louisville Riverside Hotel
Jeffersonville, IN

Night Auditor
04.2015 - 12.2016

Job overview

  • Responsible for managing all aspects of the hotel's operations during the overnight shift, including guest check-ins and check-outs, handling of cash and credit card transactions, and ensuring the safety and security of the property.
  • Successfully worked alone as the Manager on Duty during the overnight shift, providing exceptional customer service and resolving any guest issues that arose.
  • Conducted nightly audits of hotel financial transactions, including cash and credit card payments, to ensure accuracy and compliance with internal controls and accounting procedures.
  • Demonstrated exceptional knowledge of the hotel's services, amenities, and local area attractions, providing recommendations and information to guests to enhance their stay.

Kentucky State Fair Board
Louisville, KY

Executive Administrative Accounting Assistant
08.2013 - 03.2015

Job overview

  • Responsible for overseeing the Accounts Receivable (A/R) function, ensuring timely and accurate invoicing, collections, and payments from customers.
  • Generate regular financial reports, including monthly A/R aging reports, and present findings and recommendations to the CFO and rest of accounting team.
  • Work closely with the Chief Financial Officer (CFO) to develop and maintain accurate financial records and reports.
  • Oversee high volume cash handling and auditing processes, ensuring that all cash transactions are accurate and recorded in a timely manner.

Education

Sullivan University
Louisville

Associate of Science from Accounting
08.2014 - 12.2016

Western Kentucky University
Bowling Green, KY

Bachelor of Science from Accounting
01.2017 - 05.2019

Skills

Advanced MS Office Suite

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Affiliations

Alpha Kappa Psi Professional Business Fraternity | 2018-present


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Donielle ColemanOffice Supervisor