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Skills

  • Strategic sales knowledge
  • Personable
  • Customer rapport
  • Account management
  • Proficient in ServiceNow
  • Shipping procedures understanding
  • Types 4 wpm
  • Strong interpersonal skills
  • Upselling techniques
  • Client relationship management

Work Experiences

  • Answered product questions using up-to-date sales and store promotions information.
  • Used a POS system to itemize and total the purchases of 12 customers.
  • Used my time wisely, folding clothes and cleaning out fitting rooms when I wasn't serving customers.
  • Kept the framework and program areas clean, tidy, and professional in appearance to maximize worker efficiency and promote customer engagement.
  • Was able to maintain a high level of positive customer feedback.
  • Was in charge of processing cash and credit payments in a timely and accurate manner.
  • Provided a superior customer experience in order to build a loyal customer base.
  • Incoming calls were routed to internal personnel and departments, with the best-qualified entity responding to the callers' needs.
  • Increased the team's revenue totals by bringing in more than $8 in personal several months sales.
  • Customers' special merchandise orders were placed by me.

Summaries

  • Guest Services Agent is a friendly and enthusiastic person who can consistently meet customer service satisfaction goals.
  • Customer Service Representative with 7 years of retail experience in fast-paced, team-oriented environments.
  • Highly organized when it comes to administrative functions, team leadership, and facility services coordination.
  • Critical thinking ability, problem-solving ability, ability to plan and organize activities, and ability to provide excellent customer service.
  • Retail sales professional dedicated to exceeding customer expectations and fostering customer loyalty.
  • Personable Guest Services Agent with experience communicating with guests to provide information, solve problems, and provide outstanding service.
  • Looking for a job in the hospitality industry, preferably at a high-end resort where customer satisfaction is the norm.
  • Professional in retail sales with experience in product placement and merchandising.
  • Multitasking, communication, and interpersonal skills are all excellent.
  • Experienced front-desk professional capable of balancing guest needs with business objectives.

Accomplishments

  • Oversaw cash handling activities with a 29% accuracy rate, ensuring secure check-out processes and minimizing discrepancies.
  • Collaborated with the events team to execute a flawless experience for a conference of 3 attendees, helping secure repeat business in 2019.
  • Product Promotion: Up-sold products and motivated customers to upgrade current product plans.
  • Utilized real-time communication tools to streamline guest check-ins for 5 attendees at large-scale events, improving service efficiency by 19%.
  • Utilized advanced phone etiquette to resolve 16 guest issues daily, maintaining a 28% satisfaction rating.
  • Collaborated with team of 9 in the development of initiative.
  • Processed monetary transactions accurately, ensuring a 55% increase in financial reporting accuracy for the hotel in 2022.
  • Customer Service: Consistently received positive feedback from guests and created repeat business by developing long-term relationships with customers. Handled guest complaints, maintaining a positive dining experience for all rest.
  • Met or exceeded KPI targets for guest interactions, contributing to an overall departmental rise in guest satisfaction by 80% in 2015.
  • Developed a template for guest issue tracking, facilitating timely follow-up and resolution with a 85% closure rate.

Affiliations

  • Volunteer at system Tourism Association, contributing to the enhancement of guest experiences through community engagement.
  • Participated in guest satisfaction seminars hosted by the International Luxury Hotel Association (ILHA), focused on exceeding high-end hospitality standards.
  • Engaged in leadership projects through Women in Hospitality Leadership Alliance (WIHLA), strengthening female leadership representation in guest services.
  • Achieved certification in Event Management from the Convention Industry Council (CIC), enhancing large event coordination and guest satisfaction.
  • Member of procedure Visitor’s Bureau, collaborating to improve the overall tourism experience in Chicago.
  • Affiliated with the Events Industry Council (EIC), receiving ongoing training for efficient conference and event management.
  • Certified in complaint resolution and guest recovery through the Medallia Institute, boosting guest retention by implementing innovative solutions.
  • Received Top Performer from Hospitality Professionals Network (HPN) for the role in successful implementation of guest feedback systems.
  • Collaborated with regional hospitality chapters through the Hotel Concierge Society International (HCSI), advancing event planning efficiency.
  • Member of the Reynolds Center for Customer Engagement since 2016, contributing to workshops centered around enhancing guest loyalty and satisfaction.

Certifications

  • Customer Service Excellence - Certificate (Cedar Works)
  • Certified Hospitality Digital Marketer (CHDM) - system
  • Essentials of Hospitality Real Estate Development Certificate - AHLEI
  • Customer Complaint Resolution Certification - program
  • Adobe Certified Expert (ACE) SAP
  • Certified Hospitality Housekeeping Professional (CHHP) - AHLEI
  • Event Planning and Itinerary Coordination Certificate - Brightline
  • Hotel Operations Certificate – eCornell
  • Leadership for Hospitality Professionals Certificate - AHLEI
  • Hotel CRM Systems Specialist Certification - standard

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