Customer Service Front Desk
Resume:
PROFESSIONAL PROFILE
Personable, positive team-oriented, results-driven professional with an extensive background in facility operations, theater box office management, group sales, and customer service with a high emphasis on delivering exceptional and inclusive customer service. Effective organizational and creative planning skills with experience in marketing, sales, and development. Instrumental in management decisions and recognized for exceptional leadership skills.
EDUCATION
Cuyahoga Community College, Cleveland, Ohio
Studied Hospitality Business Administration 2010 –2014
PROFESSIONAL EXPERIENCE
American Greetings Corporation 2016 – 2022
Call Center Customer Service Representative /Training Team member
Provided customer service support
Answered in-coming customer calls
Answered in-coming customer emails
Contributed to business goals
Received ongoing customer commendations
Proposed by leadership to provide team customer service training
Promoted to customer service best practices and new-hire training
Mentored by leadership to increase professional/personal growth
Doubletree by Hilton Hotel – Cleveland, Ohio 2015 – 2016
PBX Operator - Guest Service Agent
Prepared guests’ packages and special hotel promotions for the front desk to distribute at check-in. Received incoming calls to the front desk and routed callers to the appropriate extensions. Responded to in-house guests’ inquiries and issues in an efficient, timely, courteous and professional manner to achieve maximum customer satisfaction.
Handled guest registrations and room assignments, accommodating special requests whenever possible
Pre-registered block reservations and took same day reservations following hotel rate structures, discounts and sell strategies
Resolved guests’ issues in a timely and courteous fashion with follow up
Rocket Mortgage Fieldhouse – Cleveland, Ohio 2010 – 2012
Facility Operations Front Office Coordinator
Administrative support to the Vice President, Facility Operations including calendar management,
filing, travel arrangements, and expense reporting. Selected to handle time-sensitive matters and managed relationships with vendors and service providers including coordinated meetings and special events.
Managed multiple work schedules for the facility operations team which included:
vice president, security, guest services, housekeeping, and other duties as assigned
Collaborated with the human resource department in coordinating new-hire facility tours that introduced and familiarized each new hire with the building and grounds
Assisted in the development of the companies’ guest services best practice policies and procedures to enhance the overall guest experience
Rocket Mortgage Fieldhouse – Cleveland, Ohio 1999 – 2010
Event Information Representative
Handled incoming customer calls and provided current and accurate event information. Identified customer needs and resolved issues. Processed VIP ticket orders (season ticket holders, corporate suites) and provided weekly audit reports to Ticket Office Manager and Senior Director of Ticket Sales.
Created excel data-tracking document improving processing, increasing productivity, minimizing time and providing efficiency
Received internal and external customer service commendations for exceptional phone etiquette and quality customer service (for response time and sense of urgency in resolving customer issues)
Expense Reporting
Scheduling
Coordinating
OFFICE SKILLS
Front Desk Operations
Receptionist skills
Call center skills
Proficient in Word and Outlook
Strong interpersonal skills
Strong written and verbal communication skills
Supervisory skills
CERTIFICATES/AWARDS /RECOGNITION
Human Resources Management/Supervision Competency Certificate 2011
Cuyahoga Community College –Basic Leadership Certification 2012
American Greetings Special Recognition Award 2018 -2020
American Greetings promotion from agent – customer service trainer 2018
VOLUNTEERING
professional experience, personal growth and community support
Cuyahoga County Library 2022
Greater Cleveland Sports Commission: 2010-2012
-National Senior Games
Celebration of Athletes VIP Reception Hostess (Quicken Loans Arena)
Alzheimer’s Association Cleveland Chapter: 2010-2017
- Speakers Bureau Recruiting, Meeting Coordinator
- Walk For the Cure, Walker’s Advocate Recruiter
- Walk To End Alzheimer’s, Steering Committee Member
- Walk To End Alzheimer’s, Greeter
Professional Reference:
Shyla Jones, former supervisor
American Greetings Corporation
1 American Boulevard
Westlake, Ohio 44145
Personal References:
Gary Coleman, former co-worker
American Greetings Corporation
1 American Boulevard
Westlake, Ohio 44145
Shawn Huff, former co-worker
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