Makaila Brown-Hepburn
Omaha
Summary
Dedicated leader and problem-solver focused on enhancing customer service and operational efficiency. Utilizes strong decision-making skills to manage cash transactions and streamline front desk operations.
Overview
5
5
years of professional experience
2010
2010
years of post-secondary education
1
1
Certification
Work History
Night Auditor/Front Desk Agent
Kimpton Cottonwood Hotel
Omaha
01.2023 - 10.2025
- Looked over pending check-ins and payment processes to complete closing procedures.
- Entered customer data into room system and updated information whenever patrons changed rooms.
- Responded to guest needs quickly and efficiently, noting changes in reservations or special needs for day crew.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
- Followed company security and check-in policies and procedures and reported suspicious activity to supervisor.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Handled all duties and tasks for night manager and concierge during busy periods to maintain front desk efficiency.
- Handled cash transactions and maintained accurate financial records.
- Managed nightly financial audits and reconciled discrepancies.
- Processed guest check-ins and check-outs efficiently at front desk.
Customer Service Specialist
Tango Card
11.2020 - 07.2022
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Responded to customer requests for products, services, and company information.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Met customer call guidelines for service levels, handle time and productivity.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Managed approximately 30-50 incoming calls, emails per day from customers.'
- Assisted customers with inquiries about gift card products and services.
Education
Benson High School
Omaha, NESome College (No Degree) - Early Childhood Education
Iowa Western Community College
Council Bluffs, IASkills
- Balancing accounts
- Clerical duties
- Transaction auditing
- Registration processing
- End-of-day processes
- Overseeing front desk
- Multitasking and organization
- Oral and written communications
- Performing wake-up calls
- Returns processing
- Product restocking
- Time management skills
Certification
- Child Development Associate, 02/2019, 02/2024
- First Aid Certification
- CPR Certification
Personal Information
- Michigan
- Washington State
- Colorado
Assessments
- Recruiting, Proficient, 07/2021
- Customer focus & orientation, Proficient, 07/2021
- Building relationships for childcare providers, Proficient, 07/2021
Groups
DEI Committee Member, 11/2021, 06/2022, Joined the DEI committee at Tango Card to help decide what the DEI committee should do as well as check in on other members of the group.
Timeline
Night Auditor/Front Desk Agent
Kimpton Cottonwood Hotel
01.2023 - 10.2025
Customer Service Specialist
Tango Card
11.2020 - 07.2022
Benson High School
Some College (No Degree) - Early Childhood Education
Iowa Western Community College