Cyprian Madyirapanze
Hermitage
Summary
Operations professional with extensive experience in leading hotel operations to ensure superior guest experiences. Proven ability to drive operational efficiency and elevate service standards. Known for fostering team collaboration and adapting to evolving needs, demonstrating strong leadership and problem-solving skills.
Overview
6
6
years of professional experience
Work History
Implementation Coordinator
Paychex Inc
08.2022 - 02.2024
- Led custom product training and deployment to meet organizational goals.
- Managed diverse software implementations, ensuring smooth integration with existing systems and minimal disruptions to operations.
- Served as primary point of contact between clients and technical teams, bridging gaps in understanding while ensuring accurate translation of requirements into deliverables.
- Wrote, updated and maintained project documentation.
- Partnered with project team members to identify and quickly address problems.
- Monitored and tracked project progress to support timely completion.
- Cultivated project timelines, documentation, processes and updates to develop and manage tactical plans.
- Evaluated and defined internal and customer needs, implementing processes to address requirements.
- Developed tailored implementation plans based on client needs, fostering strong relationships and repeat business opportunities.
Community Service Officer
Vanderbilt Medical Center
01.2022 - 08.2022
- Assisted in enforcing local ordinances such as noise complaints or animal control issues, liaising with appropriate authorities when necessary.
- Promoted positive community relations by attending various events as a representative of the police department.
- Contributed to the reduction of traffic accidents through diligent parking enforcement and monitoring of roadways.
- Responded to and processed found property calls, logging details and filing required reports for further action.
- Provided exceptional customer service to citizens in need, addressing their concerns with empathy and professionalism.
- Managed administrative tasks effectively, ensuring proper record-keeping, data entry, filing, and report writing were completed accurately and promptly.
- Supported law enforcement officers in emergency situations, providing timely and accurate information for decision making.
Call Center Representative
JW Marriott
09.2021 - 04.2022
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Met customer call guidelines for service levels, handle time and productivity.
Guest Service Representative
Brooklyn Pizza & Cafe
09.2019 - 12.2020
- Assisted guests with reservation modifications, resolving any issues promptly and professionally.
- Handled payment transactions accurately, maintaining proper cash handling procedures at all times.
- Resolved guest complaints diplomatically to maintain a positive property reputation and high customer satisfaction rates.
- Developed strong rapport with returning guests to foster loyalty and repeat business.
- Contributed positively towards creating a welcoming atmosphere by maintaining a clean and organized front desk area at all times.
- Managed guest inquiries via telephone, email, and in-person communication, ensuring accurate information delivery.
- Assisted in emergency situations as required while adhering strictly to safety protocols.
- Implemented upselling strategies during check-in process to maximize revenue opportunities without compromising guest satisfaction levels.
- Implemented guest feedback system to gather insights for service improvements.
Front Desk Coordinator
Gaylord Opryland Resort & Convention Center
07.2018 - 09.2019
- Ensured accurate billing by carefully reviewing invoices before issuing them to clients or submitting payment requests internally.
- Balanced daily cash drawer reconciliations, ensuring accurate financial recordkeeping.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Maintained strict confidentiality when handling sensitive client information in accordance with company policies.
- Served as point of contact for clients, fulfilled requests and resolved conflicts within customer service department and forwarded all other inquiries to appropriate department and personnel.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Answered customer telephone calls promptly and appropriately handled needs.
Education
Bachelor’s Degree - Hospitality And Events Management
Swiss Hotel Management School
Leysin, Switzerland 06-2016
Skills
- Software implementation
- Project leadership
- File management
- Project management
- Teamwork and collaboration
- Customer service
- Problem-solving
- Project documentation
- Computer skills
- Empathy
- Friendly, positive attitude
- Integrity
- Active listening
Timeline
Implementation Coordinator
Paychex Inc
08.2022 - 02.2024
Community Service Officer
Vanderbilt Medical Center
01.2022 - 08.2022
Call Center Representative
JW Marriott
09.2021 - 04.2022
Guest Service Representative
Brooklyn Pizza & Cafe
09.2019 - 12.2020
Front Desk Coordinator
Gaylord Opryland Resort & Convention Center
07.2018 - 09.2019
Bachelor’s Degree - Hospitality And Events Management
Swiss Hotel Management School
Similar Profiles
Brendon GonzalesBrendon Gonzales
Logistics Specialist at Paychex IncLogistics Specialist at Paychex Inc
ROBERTO CARDENASROBERTO CARDENAS
Retirement Representative at Paychex IncRetirement Representative at Paychex Inc
Max HohengasserMax Hohengasser
Account Executive at Paychex IncAccount Executive at Paychex Inc