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Skills

  • Account management
  • Customer service excellence
  • Complaint resolution
  • CRM software proficiency
  • Money handling abilities
  • Credit card processing
  • Strategic sales knowledge
  • Customer complaint tracking systems
  • Complaint Escalation and De-escalation
  • First-contact resolution strategies

Work Experiences

  • Educated employees on company procedures and services.
  • Contributed to $13 in annual store sales per 18 months.
  • Recommended, selected, and assisted in locating and obtaining out-of-stock product based on customer requests.
  • Analyzed customer data to identify problems, develop potential solutions, and ensure high-quality service.
  • Responded to customer requests by providing excellent customer service and customized recommendations to meet their needs.
  • Increased the team's revenue by over $15 in sales.
  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.
  • Kept up to date on product and service changes.
  • Kept track of cash drawers in multiple checkout stations and ensured that there was enough cash on hand.
  • Provided ongoing guest service, which included Jira recommendations.

Summaries

  • With extensive knowledge of cross-functional collaboration and proven multitasking abilities, I am well-versed in project and time management.
  • With an exceptional passion for developing relationships, cultivating partnerships, and growing businesses, she is articulate, energetic, and results-oriented.
  • Guest Care Specialist proactive with experience in providing support and resolving customer complaints.
  • Guest Care Specialist is a service-oriented Guest Care Specialist with unrivaled customer service, task prioritization, and time management skills.
  • Service-oriented team player with a track record of providing high-quality support in the Food and Beverage for 3 years.
  • QuickBooks and initiative techniques have been taught to me.
  • Upbeat and vivacious, with grace in dealing with adversity via resourcefulness and adaptability.
  • Achieved success in providing unsurpassed customer service.
  • To build loyalty, employs service-oriented behaviors, understands customer desires, and provides customized solutions.
  • Customer Service Representative with exceptional oral and written communication, active listening, and problem-solving abilities.

Accomplishments

  • Facilitated on-site events for over 8 attendees, ensuring seamless guest experiences and receiving a 17% satisfaction rate.
  • Optimized guest inquiry processes using Jira, which reduced incoming call wait times by 6%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Managed multiple guest interactions at once, consistently achieving response time standards and improving multi-tasking efficiency.
  • Led coordination for special guest requests, resulting in a 25% higher satisfaction rate for VIP guests.
  • Utilized SAP to manage all guest requests efficiently, reducing miscommunications and missed requests by 82%.
  • Implemented a daily feedback review system, generating actionable insights and achieving an improvement in response times by 74% minutes.
  • Consistently maintained professional relationships with high-priority guests, contributing to a 55% increase in lifetime customer value.
  • Monitored guest feedback trends, identifying key areas for improvement that increased overall service ratings by 45% points.
  • Reduced average resolution time by 75% through the implementation of an advanced ticketing and prioritization system.

Affiliations

  • Certified Hospitality Revenue Manager (CHRM), AHLEI
  • Customer Experience Professionals Association (CXPA)
  • Jaycees
  • Hospitality Sales and Marketing Association International (HSMAI)
  • Association for Supply Chain Management (APICS)
  • Certified Guest Services Professional (CGSP) - American Hotel & Lodging Educational Institute (AHLEI)
  • Association for Computing Machinery
  • American Hotel & Lodging Association
  • International Association of Administrative Professionals
  • Society of Human Resource Management

Certifications

  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Business Analysis Professional (CBAP)
  • Customer Service Excellence Certification Lakeside Partners
  • CompTIA Security+
  • Certified Professional in Training Management (CPTM) – Training Industry
  • CMP - Certified Meeting Professional - metric
  • Advanced Hospitality Revenue Management - standard
  • Certified Hospitality and Tourism Management Professional (CHTMP) - Meridian
  • CompTIA Network+
  • SHRM Certified Professional (SHRM-CP)

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