Customer Service Representative

Ivy C. Thompson

**** *** *** *******, **. ***** 206-***-****

Qualifications Summary

Four+ years experience as a Customer Service Representative in Food Service, Music,

and Hospitality Industries. Recognized by supervisor for unique ability to solve tough

problems, work with diverse artistic audience while balancing assertiveness and kindness.

Highly personable, hardworking, dependable, and organized. Strong verbal and written

communications skills. Well developed interpersonal skills.

Professional Experience

Warwick Hotel-Seattle, WA. 6/2008- Present

Lead Front Desk Agent

* Check Guests in and Out

* Handle and resolve any Guest Issues

* Communicate with Bell and Door staff

* Multy-Tasking Daily

* Handle Large Groups and Tours

Lenox Hotel - Boston, MA. 8/2006-11/2007

Front Desk Supervisor

* Check Guests in and Out

* Handle and resolve any Guest Issues

* Communicate with Bell and Door staff

* Multy-Tasking Daily

* Handle Large Groups and Tours

Legal Seafood - Braintree, MA. 5/2006-8/2006

Was a part time hostess at Legal Seafood in Braintree's South Shore Mall.

* Seat Guests

* Take Reservations

* Perform closing procedures of restaurant

* Do some side work to help out waitstaff

Wyndham Hotel – Westborough, MA. 2004 - 2006

Front Desk Agent

Currently A front Desk Agent at the Wyndham in Massachusetts, It involves interacting

with guests throughout most of their stay at the hotel, The front desk also serves as the

concierge and pbx operator.

Check guests in and out of hotel

Interact with every department of hotel on daily basis

Assist fellow employees with different things needed to complete their work

ByRequest Manager/Asst. Front Desk Manager

Manage Frequent Stay Program

Keep track and Log Airline Miles

Train Front Desk Staff

Run Front Desk when Front Desk Manager is not there

Bandol – Seattle, WA October – November 2003

Hostess and Take Out Attendant

Served as Hostess and Take out attendant to a start up upscale restaurant in downtown

Seattle. Interfaced with customers on a daily basis; took reservations over the phone;

seated customers, and took customer orders at the take out counter.

Scheduled servers throughout the day to specific sections of the restaurant

Balanced server assignments on an ongoing basis

Recorded and tracked server absences to ensure adequate coverage

Monitored the flow of customer traffic and communicated to servers the upcoming end of

their shift based on traffic flow

Responsible for set up and arrangement of take out counter

Ensured compliance with health code requirements

Performed cashiering duties

Responsible for breakdown of take out counter at end of day

Experience Music Project – Seattle, WA 2000 - 2003

Ticket Agent (2000 – 2002)

As ticket agent, was first line of contact with the customers of this music museum.

Responsible for answering customers questions about museum programs and events.

Responsible for informing customers about ongoing museum related promotions with

other area attractions such as the Space Needle and the Turntable Restaurant.

Sold 300+ memberships on a daily basis

Interfaced with up to 400 guests daily

Informed customers about museum activities

Performed cashiering duties for cash and credit

Researched and resolved customer problems, inquiries and questions

Took and completed phone orders for upcoming events

Arranged for ticket pick ups at “will call” counter

Customer Service Representative (2000 - 2003)

As customer service representative responsible for attending daily meetings to obtain

information about all museum activities to ensure delivery of complete and up to date

information to customers. In this fast changing environment it was critical to be flexible

and knowledgeable about museum activities.

Kept customers informed about all museum activities

Trained customers to use museum equipment

Ensured that all equipment was ready for customer use at start of business

Changed my schedule as needed to fit museum needs and assist peers

Knowledgeable about museum equipment/programs to resolve problems in order to

ensure uninterrupted customer satisfaction

Ensured customer satisfaction while working under stress and tight deadlines

Events Coordinator (2002 - 2003)

Coordinated museum events for corporate clients, private concerts for radio stations, and

public concerts. Worked closely with other departments to ensure that planned events had

a successful outcome. Gathered and reported daily events statistics to all appropriate

departments.

Coordinated with other departments as appropriate (e.g., security, customer service)

Ensured that all passes, vouchers and equipment were ready prior to start of event

Ensured that meeting space was set up and ready

Ensured that all details on work order were completed to specifications

Met and greeted artists; escorted them to meeting area; resolved any outstanding issues

Kept track of when artists were needed on stage in order to ensure program started on

time

Monitored the event to ensure a successful outcome by being present and ensuring the

timely resolution of any issues

Kept track of attendance for certain shows

Ensured that artists receive payment at end of show

Assisted artists with breakdown of equipment at end of show

Completed report of the event covering attendance, dollars spent, any issues encountered

Ensured that meeting area was clean and ready for use the next day

Sit’n Spin – Seattle, WA 1998 - 2000

Customer Service

Varied jobs including food preparation, short order cook, cashier, waitress, bussing tables,

preparing coffee and espressos, and assisting laundry room customers. Started out as prep

cook and promoted to position of being in charge of the entire facility over the space of

two years.

Computer Skills

Proficient in Microsoft Word, Excel, Fidelio, and Outlook®.

Education and Training

Art Institute of Seattle – Seattle, WA Associate of Applied Arts in Music Business

Franklin Pierce College – Rindge, NH Music Major

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