Customer Service Delivery

NICOLE ANESKAHIA REID

**********@*****.*** 876-***-**** Sandy Bay, Hanover

Profile

Dynamic and detail-oriented Hospitality and Operations Professional with over 15 years of experience in guest- facing roles, team supervision, customer service, and process optimization. Proven ability to lead high-performing teams, optimize guest experiences, build strong client relationships and manage day-to-day activities in fast-paced environments. Adept in staff training, and cross-departmental collaboration. My professional philosophy is that exceptional work begins with personal accountability. I consistently bring my best effort to every project, understanding that my contributions directly impact organizational success and stakeholder satisfaction. Key Competencies

• Guest Service Excellence: skilled in greeting and assisting guests, resolving complaints, and anticipating needs to exceed expectations.

• Team Leadership & Training: experienced in supervising staff, organizing shifts, and onboarding new team members to maintain high service standards.

• Process Improvement: streamlined reservation and photo department workflows, reducing response times through digital tools and staff training.

• Stakeholder Collaboration: Liaised with cross-functional teams (transport, cruise lines, clinics) to align service delivery with organizational goals.

• Problem-Solving & Innovation: identify operational challenges and implement creative solutions to improve processes and achieve business objectives. Experience

Photo Manager Jamaica Chukka Caribbean Adventures 2022 - 2025

• Managed budgeting, cost tracking, and resource allocation for multi-location operations.

• Led operational teams, ensuring alignment with organizational goals and performance targets.

• Created and enforced operational protocols for photo teams, ensuring consistent service quality across 5 locations.

• Oversaw budgeting and financial tracking, ensuring cost-effective resource allocation.

• Audited customer interactions (email, chat, in-person) and provided feedback to staff to improve compliance with brand standards.

• Designed onboarding materials for new hires, reducing training time while maintaining service excellence.

Photo Administrative Associate Chukka Caribbean Adventures 2019 - 2021

• Addressed client complaints, implementing a tracking system to identify recurring service gaps.

• Collaborated with IT to integrate digital communications into CRM, improving response efficiency.

• Coordinate with Photo Team Leads at all locations to resolve administrative and compliance related concerns.

• Drafted official correspondence, reports, and briefing materials for leadership and stakeholders. Reservations Agent Chukka Caribbean Adventures 2017 - 2019

• Managed high-volume inbound/outbound calls, processing guest reservations via phone, email, website, and other channels.

• Respond to communication from clients via various mediums (telephone, email, internet chat and WhatsApp).

• Create bookings and maintain reservation records and process any modifications.

• Awarded Sales Agent of the Year and Reservations Agent of the year on multiple occasions. Business Consultant 2010 - 2019

Provide event management, client management, and administrative systems management to the following organizations:

Excursion Manager, Team Lead and Administrator Calico Sailing & Undersea Tours

• Manage and coordinate the largest Beach Excursion with Carnival Cruise Line.

• Audited transport partners to ensure adherence to safety and timeliness protocols.

• Monitored service delivery for cruise passengers annually, refining standards based on feedback.

• Prepare staff by creating and executing training programs.

• Manage the development and distribution of tour content. Recording Secretary Billy Craig Insurance Brokers

• Responsible for recording and compiling the official minutes of the Board of Directors and Management meetings.

• Assist in preparing and sending meeting notices, agendas, and relevant documents.

• Handle official correspondence as directed by the chair or board. Administrative Assistant Orchard Clinic

• Greeted patients, managed appointments, and streamlined front-office workflows to reduce wait times.

• Gather information and manage data.

• Bookkeeping: logged daily financial activities in Quickbooks; Tracked money owed by customers; Managed outgoing payments to suppliers/vendors; Managed petty cash. Education

University of the West Indies, Mona

Bachelor of Science Economics Minor International Relations Florida Atlantic University

Certificate in Hospitality and Tourism management

Community Engagement

The Kiwanis Club of Hopewell: President Secretary Fundraising Chair

• Led community service initiatives, including health fairs, seasonal outreach programs (Easter/Christmas treats), and educational summer camps to support underserved youth and families. The Hanover Diabetic Support Group: Secretary

• Organized research project- to analyze diabetes prevalence patterns within the parish- from design to evaluation, recommendation and execution of education program.

Contact this candidate