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Summary

Highly experienced Customer Service professional. Able to handle a high volume of customer calls in a fast- paced environment, with minimum supervision, while maintaining emphasis on the highest quality of consumer service. Excellent listening skills, oral and written communications. Comfortable in interacting with all levels of the organization and public. Excellent problem solving and negotiating skills. Able to make decisions independently and quickly with minimal escalations.

Work History

2016-Present

Guest Service Agent 

Bluegreen Vacations


• Responsible for the efficient and courteous operation of the front desk.
• Responsible to check guests in/out in the most efficient and courteous manner Collect balances and post appropriate room charges.
• Answer and transfer calls from the switchboard using proper telephone etiquette.
• Answer guest questions about local restaurants and attractions.
• Make courtesy calls and follow up calls to all guests’ issues.
• Coordinate with all other departments to ensure a smooth response to guest’s requests.
• Open and close out credit card machines and cashier audit reports.
• Balance out your cash drawer, process advance deposits when making reservations and collect money and post the transactions from other departments.
• Make reservations in the most courteous and efficient manner.
• Make room moves and stay over requests for guests as needed to ensure guest satisfaction.
• Run reports and correct errors prior to guest check in.
• Perform any other inventory management changes as directed from a supervisor or manager.

• Responsible of answering the multi lines of the resort for all departments.
• Log request for service calls, log necessary communication, log deliveries as needed.
• Communicate and dispatch all necessary calls to various departments in effort to keep operations running in an efficient manner.
• Responsible for front office inventory of supplies on a weekly basis.
• Answer guest questions about local restaurants and attractions.
• Make courtesy calls and follow up calls to all guests’ issues.
• Responsible for the communication to keep the flow going between all moving parts in housekeeping (i.e. room attendants, inspectors, inventory clerks, houseman, special projects while responding to guest/owner requests. Also, following up and logging all calls.
• Keeping necessary paperwork as dictated by PBX/Dispatch checklist organized and on file as dictated in the Standard Operating Procedures Manual.

  • Received the employee of the month for September 2017
Dec 20132016

Team Lead

Orlando Magic

Assist Premium clientele at all events at Amway Center (Orlando Magic home games, concerts, family shows, etc.) 

Act as Team Leader (supervisory role) in assigned area on event night. This includes leading Guest Service Representatives with customer issues and complaints, monitoring staff levels, and reporting any issues to Premium Service Manager at the end of each event.

Assist full time Premium staff with pre-event needs and set-up, which may involve administrative duties in the office such as preparing surveys and gift bags.

Assist in Premium areas by checking tickets, taking complaints, troubleshooting during the event, and ensuring Premium clientele’s needs are met throughout event.

Break down post-event.

Make decisions and the use of sound judgement


Aug 2012Nov 2013

Guest Services Representative

Orlando Magic

Interact with fans attending Magic games as well as customers attending concerts and other events.

Assist guests in locating their seats and help direct them throughout the Amway Arena venue. 

Provide assistance to those with special needs and solve any problem that may arise during a game or event. 

Share ideas and build teamwork through interaction and involvement with other guest services team members.

Take charge of any problem or conflict that should arise during event – provide ideas and solutions to meet customers’ needs.


Jun 2008Jul 2009

Sales Associate

ABC Fine Wine and Spirits

Worked in team environment – providing excellent customer service while meeting weekly sales goals. 

Assisted management in all facets of the job, including running the front counter, managing receipt of shipments and cash transactions including managing cash box deposits. 

Feb 2005Mar 2006

Sales Associate-Shoe

Sports Authority

Managed pricing, stocked shoes, developed organizational skills, uncovered customer needs, worked in team environment, communicated with other stores, provided efficient phone service, met sales goals.

May 2002Jan 2005

Customer Services Representative

Publix
Front Service Clerk Exceptional customer service, offered assistance to customers, demonstrated a friendly demeanor, worked in team environment providing assistance wherever needed.

Education

2012

Associates Degree

Seminole State College