EXPERIENCE

Kayla Hatch

***- ***-**** ad4afg@r.postjobfree.com Alvin, TX 77511

Customer service and con ict resolution skills are excellent. Administrative Assistant who is well-organized and dedicated and has a track record of providing excellent customer service in fast-paced environments. Incoming records, le transfers, and destruction orders are all handled by this department. Administrative professional with strong communication, planning, and prioritization skills demonstrated over 9 years of service. Task prioritization, organization, and work ow optimization are all skills she possesses. Manages multiple projects at the same time with a high level of accuracy. Highly organized and hardworking, with a clear focus on ensuring that operations are e cient and accurate. Data entry Records management Spreadsheet management Travel planning Employee timesheet processing Customer relations and communications Scheduling and calendar management Database administration Social media knowledge Technical support Scheduling Multi-line phone pro ciency CASINO SALES AND SUPPORT SPECIALIST

Carnival Cruise Lines

Miramar, FLORIDA

October 2022 - Present

• Handle a high volume of inbound sales and service calls with varying degrees of complexity from casino guests Serve as the primary customer service representative in processing or responding to customer concerns and/or inquiries

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Perform this by achieving productivity standards and goals set by the department while maintaining a high level of customer service

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Perform moderate decision-making functions as it concerns to updating promotions on reservations and/or waiving penalties and fees to resolve issues and maintain guest's goodwill

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• Collaborate with cross-functional departments and respond in a positive and expedited manner Partner with internal departments such as PVP's, Services, and Fun Experts, to assist casino guest bookings and maximize booking revenue

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Actively participate in on-going feedback and coaching sessions from Quality Assurance, Coaches, as well as contribute to team meetings

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Perform call-backs to service casino guests as requested by the executive casino host and/or our casino operations team.

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CRUISE SPECIALIST

Princess Cruise Lines

Miramar, FLORIDA

July 2020 - October 2022

• Provided detailed information about visas and passport requirements.

• Arranged and sold itinerary tour packages and promotional travel incentives

• Fered by various travel carriers.

Utilized knowledge of international geography and customs regulations to provide customers with detailed information about destinations

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• Booked transportation and hotel reservations, using computer and telephone. Determined destination, mode of transportation, travel dates, nancial considerations, and accommodations required

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• Collected payment for transportation and accommodations from customer.

• Recorded and maintained information on clients, vendors, and travel packages.

• Computed cost of travel and accommodations, and quoted package tour costs.

• Researched current

• Fers or discounts available from airlines or other travel providers. FRONT DESK MANAGER

Holiday Inn Express And Suites

ALVIN, TEXAS

June 2018 - May 2020

• Trained and supervised new front desk sta f members, providing guidance and coaching as needed.

• Developed speci c goals and plans to prioritize and accomplish daily work.

• Interacted with guests to obtain feedback on service levels.

• Reviewed daily front o ce work and activity reports generated by night audits.

• Supported same-day selling procedures to maximize room revenue and property occupancy.

• Monitored and addressed safety and security issues within the front desk area.

• Utilized advanced software to create and maintain accurate customer records and reservations.

• Communicated with housekeeping and maintenance sta f to report guest problems. Proactively addressed customer inquiries and complaints, resolving con icts and promoting a positive customer experience.

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• Developed training modules and documentation to train sta f.

• Conducted monthly meetings to create business plans to drive successful monthly business.

• Administered bookkeeping functions to generate invoices and handle accounts payable and receivable.

• Administered annual operating and capital budget to facilitate pro tability. OFFICE COORDINATOR

Orchard Park SouthFork

Manvel, TEXAS

June 2017 - April 2020

• Trained and onboarded new o ce sta f members.

• Led meetings, keeping sta f informed of changes or new requirements in policies and procedures.

• Reviewed nancial statements and ledgers, working with accounting sta f to clear discrepancies.

• Delivered quality customer service to sta f and customers.

• Assisted supervisors with scheduling interviews for position vacancies within the district.

• Resolved issues with departments regarding business o ce procedures.

• Managed o ce ow by providing direct support to visitors.

• Fostered relationships with vendors to expedite orders, repairs and maintenance.

• Assisted with the development of marketing and promotional materials.

• Developed and monitored o ce budgets and processed payroll.

• Created and reviewed schedules, maintaining sta ng levels to meet service goals. TECHNICAL SUPPORT REPRESENTATIVE

Empereon Marketing

Alvin, TX

June 2017 - December 2018

• Handled customer complaints and escalated issues according to procedures.

• Troubleshot issues on device-speci c problems, network performance, and internet connectivity.

• Managed and maintained network security systems.

• Identi ed and solved technical issues with variety of diagnostic tools.

• Improved system performance by identifying problems and recommending changes.

• Analyzed customer data to identify trends.

• Diagnosed issues through process of elimination by asking probing questions. Set up equipment for employee use, performed and ensured proper installation of cables, operating systems, and appropriate software.

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EDUCATION

SKILLS

• Referred major hardware and software problems and defective products to vendors and technicians for service.

• Prepared evaluations of software and hardware and recommended improvements and upgrades.

• Created and maintained technical documentation.

BUSINESS ADMINISTRATION

Alvin Community College, Alvin, TX

Aug 2013

HIGH SCHOOL DIPLOMA

Alvin High School, ALVIN, TEXAS, TX

Jun 2013

• Customer Order Management • Sales Support

• Business Development • Sales Planning

• Sales Systems • Meeting Sales Goals

• Customer Relationship Management • Team Mentorship

• Hospitality • Word Processing

• Data Entry • Month-End Reports

• Microsoft Excel • Payment Processing

• Cash Flow Analysis • Budgets and Forecasting

• Presentation Development • Microsoft O ce

Contact this candidate