Customer Service Front Desk
Resume:
Rosemarie Finn
Orlando, FL *****
**********************@***********.***
Professional Summary
Innovative office coordinator establishing rapport with customers, residents, families, vendor and all visitors in a fast paced work place. Proven attention to detail. Expertise in customer service, problem solving and general office functions. Have complete confidentiality . Authorized to work in the US for any employer
Work Experience
Admin Assistant/Front Desk
La Amistad Foundation, Inc. d/b/a Lakewood Center-Fern Park, FL July 2013 to Present
• Greeted and checked in guests, ensuring a positive first impression and providing exceptional customer service
• Managed incoming calls, directing them to the appropriate department or staff member for prompt resolution
• Maintained an organized front desk area, including managing visitor logbooks and issuing visitor badges
• Scheduled appointments and maintained calendars for multiple staff members, optimizing time management
• Responded to email inquiries in a professional manner within established timelines
• Provided administrative support by preparing documents, organizing files, and handling correspondence
Marketing Assistant Souhwest Airlines Vacations
The Mark Travel Corp-Orlando, FL
June 2004 to October 2013
• Assisted in the development and execution of marketing campaigns across multiple channels, including social media, email marketing, and content creation
• Conducted market research to identify target audience demographics, preferences, and trends to inform marketing strategies
• Assisted in the creation of compelling copy for advertisements, blog posts, website content, and other marketing materials
• Maintained a database of customer information for targeted marketing initiatives such as personalized email campaigns or loyalty programs
• Monitored competitor activity through market analysis to identify opportunities for differentiation and improvement in marketing strategies
Supervisor of Reservations, Souhwest Airlines Vacations The Mark Travel Corp-Orlando, FL
September 2002 to June 2004
• Supervised a team of 18 customer care representatives, providing guidance and support to ensure high-quality service delivery
• Monitored and evaluated team performance through regular coaching sessions and performance reviews, resulting in an 100% improvement in overall customer satisfaction scores
• Collaborated with cross-functional teams to identify process improvements and implement solutions that enhanced the customer experience
• Managed escalated customer issues promptly and effectively, resolving complaints to achieve a 100% reduction in escalations
• Led weekly team meetings to communicate updates on company policies, procedures, product knowledge, and best practices for delivering exceptional service Florida Service Office Destination Associate, Sun Country and Fun Jet Vacations
The Mark Travel Corp-Orlando, FL
September 1999 to June 2003
• Responsible for during travel customers in Florida who required assistance on their vacation.
• Contacted Hotel reps to ensure a seamless vacation with 100% customer satisfaction.
• Led airport meet and greet, boarded aircraft for all announcements, reconciled manifests.
• Did all hotel site inspections to ensure hotels were up to Mark Travel standards.
• Safeguarded Disney and Universal tickets to ensure proper exchange from office to hotels and picking up checks worth thousands of dollars.
Education
High school diploma
East Catholic - Manchester, CT
Skills
• Microsoft Office (10+ years)
• Multi Phone System (10+ years)
• Excellent Customer Skills (10+ years)
• Performance Tracking (10+ years)
Certifications and Licenses
Stragetic Coach and Ripple effect
September 2004 to Present
Transforming organizational process and relationships to heighten learning and business relationships. Fred Pryor Microsoft Advanced Excel and Word Training October 2004 to Present
It was a 2 -3 day Seminar.
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