Guest Services & Administrative Specialist
Resume:
Eric Brown
**********@*****.*** Fort Wayne, IN 46815
P E R S O N A L S T A T E M E N T
Guest Services, Administrative & Scheduling Specialist with 10+ years of experience across hospitality, healthcare, innovation centers, and remote services. History of managing high-volume client communications, travel and event planning, and executive-level assistance across diverse industries including resorts, clinics, and remote answering services. Proven ability to create seamless experiences for clients, manage front end operations and schedules, and coordinate complex service requests such as hotel, dining, airfare, and executive itineraries. Strong communicator with a passion for service excellence, travel planning, and hospitality leadership.
S K I L L S
Travel & Hospitality Management
Concierge & Guest Services
Itinerary & Travel Planning
Executive Assistance & Scheduling
High-Volume Phone Systems & Email Correspondence
Customer Service Excellence
Dispatch Coordination
Event & Meeting Support
Staff Orientation & Training
HR Support & Onboarding
Inventory & Office Supply Management
Front Desk Operations
Administrative & Clerical Support
A W A R D S / CERTIFICATION
Walt Disney World Guest Service Award
Travel Agent Certification, Travel Incorporated University
Certificate in Human Resource Management, Ivy Tech
Certificate in Hospitality Management, Cornell University
E D U C A T I O N
Associate's Degree in Business Administration, Ivy Tech
E X P E R I E N C E
Delivery Driver
DoorDash / UberEATS, Fort Wayne, IN FEB '21 - PRESENT
Reduce delivery errors and improve customer satisfaction by reviewing and verifying orders before departure and upon delivery to ensure accuracy and completeness.
Safely load, transport, and deliver a wide range of goods to customers on time and in excellent condition.
Provide courteous and prompt responses to customer inquiries while maintaining a high standard of service and professionalism.
Temporary Staffing Coordinator
Clean Team, Fort Wayne, IN NOV '24 - MAY '25
Conducted in-depth candidate interviews to evaluate qualifications, experience, and career goals while managing employment documentation including hiring, transfers, promotions, and terminations.
Facilitated pre-employment processes by coordinating background checks, reference verifications, and employment eligibility screenings.
Led new hire orientation sessions and coordinated onboarding procedures to ensure smooth transitions for incoming employees.
Seasonal/Temporary Manager
Heritage Amusements, Fort Wayne, IN MAY '24 - OCT '24
Ensured adequate coverage and high-performing teams during peak operational periods by directing full-cycle recruitment, hiring, and onboarding of seasonal staff.
Accurately reconciled daily sales transactions and balanced registers while preparing daily bank deposits.
Optimized labor efficiency by using scheduling software to create, manage, and adjust employee schedules.
Remote Answering Service / Dispatcher
Let Us Answer, New Iberia, LA APR '23 - MAY '24
Ensured timely coordination of service providers and response teams by managing dispatch communications across assigned territories.
Delivered exceptional customer service in a fast-paced, high-stress call center environment by actively listening, resolving concerns efficiently, and escalating issues appropriately.
Handled high volumes of inbound calls from customers seeking general service information and scheduled support, or urgent medical assistance.
Administrative Assistant
Sky Point Social Services, Fort Wayne, IN DEC '19 - FEB '21
Enabled timely resolution in accordance with company policies and regulatory guidelines by processing employee benefit claims with accuracy and efficiency.
Managed and monitored accounts payable and receivable functions, including invoice tracking, vendor payments, and reconciliations to support accurate financial reporting.
Reviewed and processed employee timekeeping records and payroll entries in compliance with internal policies and labor regulations while supporting new employees onboarding, paperwork and orientations.
Clinic Front Desk Lead
Indiana Physical Therapy, Auburn, IN JAN '19 - DEC '19
Promoted accurate, timely documentation and strict adherence to HIPAA regulations by managing patient records using EMR software.
Supported uninterrupted clinic workflows by overseeing front desk operations, including organizing and replenishing office and medical supply inventories.
Obtained and verified third-party payer information, including insurance authorizations and benefit eligibility to ensure service coverage and minimize claim denials.
Established an efficient patient flow by coordinating communication between patients and clinical staff, tracking arrivals, delays, and schedule adjustments across multiple treating therapists.
Business Concierge Supervisor
Northeast Indiana Innovation Center, Fort Wayne, IN FEB '15 - JAN '19
Supported all aspects of corporate meetings and events, including scheduling, minute-taking, coordinating AV needs, and organizing catering services.
Managed multi-channel communication systems, including a high-volume telephone switchboard, email, and in-person requests, to coordinate executive appointments, facility tours, and concierge services such as hotel, airfare, and dining reservations.
Supervised and trained NIIC Concierge employees and front desk staff while developing comprehensive training manuals, performance review templates, and disciplinary documentation.
Additional Experience
Professional Internship - Resort Sales Walt Disney World, Orlando, FL, JUN '13 - JUL '14
Front Desk Agent Comfort Suites, Fort Wayne, IN, JUL '11 - MAY '13
College Program Internship - Concierge Walt Disney World Resort, Orlando, FL, JAN '11 - JUL '11
College Program Internship - Front Desk Walt Disney World Resort, Orlando, FL, JAN '10 - JUL '10
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