Front Desk Customer Service
Resume:
LEREASA LAWRENCE
Front Desk Agent Customer Service Professional
Mandeville, Manchester, Jamaica
️ ******************@*****.***
Professional Summary
Highly motivated and personable Front Desk Agent and Customer Service Representative with 3+ years of experience in hospitality and customer-facing roles. Recognized in multiple TrustYou guest reviews for delivering top-tier service and resolving concerns with professionalism and empathy. Adept at managing check-ins, reservations, and high-volume call centers. Skilled in complaint resolution, multitasking, and creating positive customer and guest experiences.
Work Experience
Front Desk Agent
Novotel Hotel, Miami, FL — Dec 2023 – Dec 2024
- Greeted and checked in/out guests, handling special requests and resolving issues efficiently.
- Recognized repeatedly in TrustYou reviews for exceptional service.
- Managed phone and online reservations using hotel software.
- Handled billing, processed payments, and maintained guest records with confidentiality.
- Provided local recommendations and ensured guest satisfaction throughout their stay.
Front Desk Agent
Tropics View Hotel, Mandeville, Jamaica — March 2023
- Registered and welcomed guests, assigned rooms, and ensured smooth check-in/check-out processes.
- Managed reservations and answered inquiries both in person and over the phone.
- Maintained front desk organization and cleanliness while providing outstanding service.
Customer Service Representative
Sutherland Global Services Inc., Mandeville, Jamaica — May 2019 – August 2021
- Handled over 70 inbound/outbound calls daily, resolving customer complaints and inquiries.
- Used troubleshooting protocols to resolve technical and service-related issues.
- Maintained 100% customer satisfaction through proactive support and clear communication.
- Advised customers on products and services, improving retention and satisfaction rates.
Customer Service Representative
Nutech Supreme Technology, Mandeville, Jamaica — Summer 2018
- Updated and maintained customer records.
- Responded accurately to product/service inquiries.
- Assisted customers with requests and complaints, helping increase satisfaction and repeat business.
Education
Northern Caribbean University
BSc in Hospitality & Tourism Management – 2023
Associate Degree in Business Administration
Skills
- Guest Relations & Hospitality
- Complaint Resolution
- Reservation & Check-In Systems (Opera, PMS)
- Customer Service Excellence
- Phone Etiquette & Multi-line Systems
- Data Entry & Billing
- Microsoft Office & Hotel Software
- Creative Problem Solving
- Excellent Verbal & Written Communication
References
Waseem Janjua
Director of Front Desk Operations
️ ************@*****.***
Dorenda Deer
Assistant Manager, Tropics View Hotel
️ ****************.******@*****.***
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