Customer service/ pricing-plan o gram

MELISSA KILIAN

Shelbyville, IN ***** 812-***-**** ************@*****.*** www.linkedin.com/in/melissakilian75 PROFESSIONAL FRONT DESK ASSOCIATE CUSTOMER SERVICE SPECIALIST

“Delivering Exceptional Guest Experiences through Dedicated Service and a Proactive Approach to Hospitality” PROFESSIONAL SUMMARY

Highly motivated and detail-oriented professional with over 5 years of extensive experience in customer service and operational roles across hospitality, manufacturing, and logistics industries. Proven track record of delivering exceptional service by efficiently managing front desk operations, housekeeping tasks, and production processes. Demonstrates strong organizational skills and the ability to multitask in fast-paced environments, with a commitment to enhancing guest satisfaction and operational efficiency. Adept at handling guest inquiries, resolving issues, and maintaining high standards of cleanliness and orderliness. Excels in team-oriented and independent settings, showcasing a keen ability to learn and adapt quickly with strong written and verbal communication skills. Dedicated to providing a positive and proactive service experience, focusing on anticipating and addressing needs effectively.

CORE COMPETENCIES

Customer Service Excellence Front Desk Operations Housekeeping Management Reservation Systems Check-in/Check-out Procedures RoomKeyPMS Multitasking Complaint Handling Payment Processing Data Entry RoomMaster GuestCentrix

Hospitality Experience Operational Efficiency Team Collaboration Adaptability Training & Mentoring Attention to Detail

Organizational Skills Wake-Up Call Scheduling Complaint Resolution Technical Skills: Microsoft Office Suite (Word)

PROFESSIONAL EXPERIENCE

HOUSEKEEPER HAMPTON INN SHELBYVILLE, IN SEPTEMBER 2023 – MAY 2024

Delivered exceptional housekeeping services by efficiently managing room cleanliness and ensuring all guest areas were pristine, resulting in enhanced guest satisfaction and comfort.

Innovated housekeeping processes by introducing tools such as reachers/grabbers and extended dusters, improving cleaning efficiency and the quality of service provided to guests. PROCESS ASSOCIATE KNAUF INSULATION SHELBYVILLE, IN JULY 2012 – JANUARY 2015

Ensured seamless production operations by labeling and supplying bags for manual machines, maintaining continuous workflow, and minimizing downtime.

Executed precise machine setups and changeovers, performing daily cleanouts and maintaining a spotless work area, contributing to a safe and efficient production environment.

Promoted to Process Associate within a year due to exceptional performance and dedication, demonstrating strong work ethic and capability in handling increased responsibilities. TUGGER OPERATOR ONE SOLUTION LOGISTICS GREENSBURG, IN NOVEMBER 2008 – OCTOBER 2009

Trained new associates on operational standards and responsibilities, ensuring adherence to safety and efficiency protocols for tugger operations.

Managed the delivery of 5-6 carts of parts to Honda production lines while executing the return of empty carts to conveyors for unloading and operated forktrucks to organize large containers, supporting production processes.

Promoted to Tugger Operator within 6 months due to solid performance and reliability, showcasing rapid skill acquisition and leadership potential.

FRONT DESK CLERK LEES INN GREENSBURG, IN AUGUST 2008 – FEBRUARY 2009

Provided customer service by checking guests in and out, making reservations via phone and online, and managing phone inquiries and transfers, including setting wake-up calls, processing payments, verifying ID requirements, and ensuring accurate drawer balance at shift end.

Created room keys and guided guests to their rooms, enhancing their overall experience with personalized and attentive service.

EDUCATION

GED Greensburg Community High School Greensburg, IN 1994

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