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Skills

  • POS inventory system operation
  • Initiative equipment
  • Budgets
  • Operational improvement
  • Security awareness
  • First Aid/CPR
  • Emergency evacuation protocols
  • Customer service
  • Supervision
  • Effective communication

Work Experiences

  • Assumed added responsibilities during staff shortage.
  • Pushed for operational changes that resulted in cost savings and higher profit margins.
  • Checked tickets for authenticity and suitability for the event in question.
  • Assisted event coordinators in managing lobby services.
  • Contributed to 82% increase in repeat business.
  • Assumed added responsibilities during a staff shortage period, seamlessly managing both front-desk operations and security screening.
  • Boosted positive feedback scores by 59%.
  • Oversaw the delivery of standard project by system team, which resulted in metric.
  • Conducted ID checks and screening protocols.
  • Was in charge of selling tickets, processing payments, and issuing them.

Summaries

  • Boosted onboarding success rate by 69% in 2020.
  • Adhered to security protocols.
  • Contributed to sustained business growth.
  • Achieved a 35% resolution rate without escalation.
  • Coordinated daily lobby operations.
  • Coordinated closely with building services.
  • Assisted management in reducing overtime costs.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Security standards, cleaning procedures, and restocking strategies are all covered.
  • Customer-focused Lobby Officer with experience training new staff in ITIL protocols and increasing onboarding success rates by 60% in Portland.

Accomplishments

  • Efficiently handled lobby scheduling and resource allocation during peak hours, contributing to a 61% decline in guest wait times.
  • Consistently managed minor disturbances in the lobby, reducing escalation to building management by 55%.
  • Developed templates for daily shift reports, improving security protocol adherence by 71%.
  • Led a lobby team of 14 staff members, achieving a 39% reduction in guest complaints over 2015.
  • Resolved customer inquiries and conflicts on the spot, reducing escalation rates by 51% over a initiative.
  • Participated in successful deployment of Workday, streamlining check-in processes and reducing customer wait times by 68%.
  • Led a paper reduction initiative, decreasing overall paper use by 44% in daily lobby operations.
  • Responded promptly to all emergency situations, contributing to a 74% decrease in incidents requiring escalation.
  • Trained new Lobby Officers in effective front-line communication techniques, improving overall team response times by 43%.
  • Handled guest emergencies and escalations with calm professionalism, receiving recognition from upper management for efficient conflict resolution.

Affiliations

  • Society of Women Engineers
  • Licensed First Responder from Portland safety agency
  • Association for Computing Machinery
  • National Safety Council (NSC)
  • Maintained active membership in the World Security Congress
  • Certified Lodging Security Officer (CLSO) program by AHLEI
  • Society of Human Resource Management
  • International Security Management Association (ISMA)
  • Institute of Workplace and Facilities Management (IWFM)
  • American Society of Safety Professionals

Certifications

  • Security Awareness Training for Public Spaces Lakeside Partners
  • Professionalism in Corporate Security Certificate Northwind
  • Emergency Evacuation Procedures Certified 2017
  • Cisco Certified Network Associate (CCNA)
  • Fire and Safety Certification process
  • Certified Hospitality Security Supervisor by (CHSS) Brightline
  • CompTIA Network+
  • SHRM Certified Professional (SHRM-CP)
  • Professional Development Certificate in Customer Service Excellence Harbor & Co.
  • Google Certified Professional Cloud Architect

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