Customer Support Call Center

ROCHELLE BROWN

Lagoon View Walk, Montego Bay, St. James Mobile: 876-***-**** Email: *****************@*****.***

Professional Summary

Dynamic and personable hospitality professional with proven experience across luxury resorts, private tours, entertainment, and customer support. Skilled in guest relations, VIP service, call center operations, live event coordination, and holistic wellness. Certified in Swedish Massage Therapy, with a strong ability to create memorable guest experiences, deliver warm first impressions, and collaborate effectively in team environments. Recognized for adaptability, professionalism, and commitment to continuous learning and career growth.

Professional Experience

Princess Hotels & Resorts – Platinum Agent 2023 – Present

First point of interaction for VVIP guests, ensuring a seamless and welcoming check-in/check-out process.

Coordinated guest handovers to personal butlers while maintaining a warm, professional atmosphere.

Delivered exceptional luxury service standards, addressing special requests, upgrades, and personalized guest experiences.

Aristokat Tours – Luxury Yacht Hostess 2022 – 2023

Attended to guests during private yacht cruises, ensuring comfort and entertainment throughout.

Anticipated guest needs, provided refreshments, and created engaging entertainment experiences.

Enhanced the luxury brand experience by delivering fun, safe, and memorable yacht tours.

Hilton Resorts – Teens Coordinator Full-Time, 3 Months in 2021

Organized and facilitated interactive programs tailored for teen guests.

Fostered a safe, welcoming environment while encouraging guest participation in resort entertainment.

Built rapport with guests to create enjoyable, engaging experiences.

Independent Contractor – Entertainment & Event Services 2019 – 2022

Partnered with luxury resorts including Hilton, Hyatt, and Half Moon to deliver live shows, fashion events, and entertainment programs.

Coordinated casino-style entertainment events to enhance the guest experience.

Contributed to high-quality entertainment offerings aligned with luxury hospitality standards.

SOTAS / Teleperformance – Customer Service Representative 1 Year (Before College)

Provided customer support through inbound and outbound calls, handling billing inquiries, technical issues, and account services.

Resolved customer concerns with professionalism, achieving performance targets in call handling and customer satisfaction.

Strengthened communication, problem-solving, and service delivery skills in a fast-paced call center environment.

Education

Math, English, Principles of Business (POB), Principles of Accounts (POA), Food & Nutrition, Social Studies, EDPM, Human & Social Biology, Family & Resource Management

Certifications & Skills

Certified Swedish Massage Therapist – 1 year experience

Fundamentals of Customer Service

Luxury Guest Relations & VIP Services

Event Planning & Entertainment Coordination

Team Collaboration & Leadership

Customer Service Excellence

Call Center Operations & Customer Support

Wellness & Guest Comfort

Adaptability & Quick Learning

References

Rachell Dennis – Teacher Tel: 1-601-***-****

Alex Foster – CEO, Show Jam Promotions Tel: 876-***-****

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