Lasasha Layne

• Resolved customer complaints in professional and timely manner.
• Hired, trained and supervised team of service staff members to meet business goals.
• Developed and maintained positive relationships with customers to build rapport and trust.
• Met with customers to discuss service needs and offer available solutions.
• Monitored service staff performance and provided feedback for improvement.
• Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
• Leading a Team of Customer Service/Service Hub Agents in providing prompt, polite, professional and efficient handling of all call based or internet based queries with the focus on effective problem resolution and guest satisfaction.
• My team and I work closely with all departments of the resort especially the Guest relations Managers to ensure guest satisfaction.

• Responsible for Customer expectations as well as the Preventative Maintenance Programme for the property.
• Supports as it relates to the implementation of brand service strategy, assist with programmes geared towards the improvement of Operational Performance and increase revenues.
• Complete Property walks with relevant Departmental managers and ensure tasks are completed in a timely manner.
• Complete Meeting minutes for weekly Operations Meeting Minutes and ensure tasks from the meeting have been completed.

Years of Poll Clerk:

Position: Poll Clerk (May 2018)

Position: Poll Clerk (Feb 2013)

Position: Senior Poll Clerk (Jan 2022)

• Addressed voter questions and concerns.
• Prepared, cleaned and maintained polling stations.
• Opened and closed polling booths.
• Attended appropriate training sessions and information briefings.
• Maintained ballot secrecy and confidentiality.
• Posted signs, instructions and statutory notices for incoming voters to see.
• Checked elector identification and eligibility and marked elector numbers in register.

• Assisted with independent internal audits for F & B, Housekeeping and Engineering.
• Developed corrective action plans to improve overall quality of Resort Product and Service.
• Supported audit preparation through research, analysis and presentation development.
• Take minutes for Operations Meetings and follow up on outstanding tasks.
• Monitor Action Plans to ensure implementation.
• Assist with the random system audit of Helpdesk.
• Respond to Medallia Surveys as well as FETCH mid- stay surveys completed by guest.
• Transfer Member Responses to guest information record.
• Helped with customer complaint investigations to improve quality processes.
• Disseminate all VIP arrivals, Complete Monthly and Weekly performance Reports for the Hotel as well as complete 6 Audits of Different Departments within the Hotel.
• Collaborated with managers to write procedures departments.

• Greeted customers entering store and responded promptly to customer needs.
• Built relationships with customers to encourage repeat business.
• Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
• Worked flexible schedule and extra shifts to meet business needs.
• Welcomed customers and helped determine their needs.
• Helped customers complete purchases, locate items, and join reward programs.
• Stock Taking/ Stock Entering
• Logging Payroll times for employees
• Customer Appreciation (Calling)
• Memo's

• Interacted with customers by phone, email, or in-person to provide information.
• Provided clerical support to company employees by copying, faxing, and filing documents.
• Responded to inquiries from callers seeking information.
• Maintained organized files and stocked supplies to support team needs and maximize performance.

• Stock Taking
• Sales
• Interacted with customers by phone, email, or in-person to provide information.
• Factory Assitance