Front Desk Customer Service
Resume:
Nicole Lewis
Front desk agent
*****.******@*****.***
Professional summary
Front Desk Agent with over 8 years of experience in enhancing guest satisfaction and streamlining operations across multiple hospitality settings. Proficient in using Fosse, MGS, and LightSpeed systems to maintain meticulous records and improve service delivery. Known for implementing innovative solutions and training staff to achieve excellence in customer service, thereby boosting repeat guest rates and overall productivity.
Employment history
Macy’s Collection’s customer service Cincinnati
Feb 2016 - May 2020
• Managed client accounts for Macy's collections
• Resolved customer queries efficiently
• Ensured timely debt recovery
• Improved customer satisfaction by 20%
• Boosted client retention by providing outstanding debt resolution services at Macy's.
• Streamlined collections processes to enhance efficiency and accuracy in customer service.
• Aided team members in achieving an increases in customer satisfaction through effective training.
• Pioneered new client communication strategies that led to faster debt recovery.
• Educated customers about our digital payment reminders, cutting down on late payments.
Fifth Third Bank Customer service resolution specialist Cincinnati, Oh
Sep 2020 - Dec 2022
• Resolved customer issues efficiently, enhancing satisfaction rates
• Collaborated with cross-functional teams to expedite resolution process
• Mastered bank's CRM software to track and manage customer interactions
• Implemented innovative solutions to complex customer problems
• Boosted customer retention by providing exceptional service
• Analyzed customer feedback to identify areas for improvement
• Innovatively resolved recurring issues, minimizing future complaints
• Developed new strategies to increase customer engagement and loyalty.
• Provide excellent customer care to customers regarding daily transactions, addressing inquiries, and problem resolution, in accordance with Fifth Third Bank policies.
Interacted with customers through live chat
Handled emails, inbound calls, and outbound calls
Assisted with technical support duties
Handled billing issues and order inquiries
Fairfield Inn Suites Front Desk Aurora
Jan 2023 - Jul 2024
• Oversaw Fairfield Inn Suites' front desk activities
• Increased room bookings
• Applied analytical skills in managing guest data
• Solved guest issues promptly
• Positively impacted hotel's reputation
• Make reservations, check in guest, check out guest, cancel reservation, preform duties on check list, maintain lobby, restock market
• Maintained meticulous records of guest interactions and reservations using Fosse and MGS systems
• Fostered a welcoming environment, ensuring guest comfort and loyalty.
Aloft Denver Downtown Front desk Denver
Jul 2023 - Present
• Maintaining a highly organized front desk
• Implementing innovative solutions for efficient operations
• Collaborating with housekeeping and maintenance teams
• Training new staff members
• Helping increase repeat guest rate by providing W.O.W factors
• Provided digital check-in system, reducing wait times and improving guest satisfaction.
• Initiated key renovations as part of the original Aloft opening team.
• Proficiency with light speed and MGS systems
• Optimized team coordination, boosting productivity and guest satisfaction
• Trained new staff to uphold service excellence, improving team performance.
• Monitored and analyzed guest feedback to refine service offerings and increase satisfaction.
Skills
Customer Service (Experienced)
Debt Recovery
Training
Account Management
Education
New Haven High School, New Haven, In Diploma
Sep 1994 - May 1998
Ohio Department Of Health, Nursing Program Clifton Healthcare, Cincinnati, Ohio Certified S.T.N.A
Mar 1999 - Jan 2016
Servsafe certification, Denver, Co Food handlers/ Alcohol certificate
Aug 2023 - Present
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