Customer Service Front Office
Resume:
RONALD
L A P I N
************@*****.***
Deerfield, IL 60015
PROFESSIONAL SUMMARY
Dedicated professional with demonstrated strengths in customer service, time management and trend tracking. Good at troubleshooting problems and building successful solutions. Excellent verbal and written communicator with strong background cultivating positive relationships and exceeding goals.
SKILLS
• Revenue monitoring • Front office management
• Problem-solving skills • Proficient with AS400
• Proficient with Microsoft Suite • Customer service
• Policyholder communication • Policy Knowledge
• Insurance coverage endorsements
EXPERIENCE
Night Auditor, Springhill Suites Marriott Lincolnshire, Jun 2023 - Current, Lincolnshire, IL
Improved stays, recommending local attractions, and dining establishments.
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Closed out records daily, transitioning business to fresh tracking for new business days and resolving discrepancies.
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Resolved guest complaints to maintain satisfaction with property services.
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• Managed guest reservations, room assignments, and special requests.
• Assisted in training new night audit and front desk staff. Implemented improvements in night audit procedures for increased efficiency.
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High Net Worth Representative, Aon, Mar 2020 - Sep 2023, Lincolnshire, IL Provided outstanding customer service by promptly addressing inquiries or concerns regarding policy coverage or claims processing.
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Customized insurance policies to meet individual client requirements and preferences.
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Set up clients with new policies, calculated premiums and established payment methods.
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• Process endorsements for clients using carrier websites.
• Create & distribute invoices to account managers for their clients.
• Create & distribute auto ID cards for clients.
Box Office Manager, Lincolnshire Marriott Resort - Marriott Theatre, Jan 2004 - Jun 2023, Lincolnshire, IL
• Managed daily workloads by organizing schedules and delegating tasks.
• Kept paperwork updated with internal standards and legal requirements. Investigated customer complaints, identifying and changing processes to remove faults.
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Trained and implemented six ticketing systems over a nineteen year period.
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Improved productivity after reviewing and modifying operations and workflows.
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• Oversaw employee recruitment, training and onboarding processes.
• Managed database & mailing list of 40,000 plus subscribers. Participated in regular staff meetings to discuss operational improvements or upcoming promotions.
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EDUCATION
Master of Business Administration (M.B.A.): Business Administration University of Phoenix, Virtual - Online, Aug 2025 Bachelor of Science (B.S.): Business Administration University of Phoenix, Virtual - Online, Feb 2022
Associate in Science (A.S.): Business Administration University of Phoenix, Virtual - Online, Jun 2020
LANGUAGE
Native
English
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