Customer Service Professional with Detail-Oriented Focus

Denise Elizabeth Lewis

*** ******* ****** 502-***-****

*****************@*****.***

For the past several years, I have been working professionally with the public. Working with the public has become a part of everyday life. It has taught me how to deal with high-pressure decisions and everyday challenges. The positions I have held in the past have required finishing multiple tasks at one time, meeting deadlines, and handling myself professionally and courteously. Because of my previous experiences, I feel that I have become a very detail-oriented individual with a variety of skills to offer. I wish to acquire a challenging position in an environment where I can best utilize my skills and education long term.

Experience

Kentucky State Government Aug 2025 – Current

Division of Drivers Licensing, PUT

Portable Unit Traveler

Issue REAL IDs

Call Logs for Pop Up events

Answered DDL inbox emails and responded accordingly

Maintained confidentiality and accuracy when handling customer information

Front Desk Staff, Onsite Mar 2025 – Jul 2005

Rolling Hills Hospitality, LLC Georgetown, KY

●Provide exceptional customer support by resolving guest concerns and complaints efficiently, both in person and over the phone

●Assist with after-hours support calls and route urgent matters to the appropriate personnel.

●Coordinate with housekeeping and maintenance teams to ensure timely room readiness and issue resolution

●Greeting guests warmly and professionally, providing excellent customer service upon arrival and throughout their stay

●Maintain detailed call logs and guest service records using hotel CRM or property management systems

●Serve as the first point of contact for guests and callers, providing courteous and personalized service to ensure a positive experience

●Maintain confidentiality and accuracy when handling guest information during phone transactions

Guest Service Manager, Onsite Oct 2022 – Mar 2025

Rainmaker Hospitality, FRANKFORT, KY

●Train and support new front desk staff in handling guest calls and customer service etiquette

●Managed incoming reservations, billing, and service calls, ensuring quick and accurate responses to guest needs and questions

●Greet new and returning guests warmly, creating a welcoming atmosphere from the moment of arrival

●Logged call interactions and service notes in the hotel’s property management system for consistent guest service tracking

●Provided 24/7 front-line customer support via phone, handling an average of 50+ calls per shift related to reservations, billing, amenities, and local information

●Operate multi-line phone systems to manage concurrent calls while maintaining high service standards

●Resolved guest inquiries and concerns promptly, maintaining a courteous and solution-oriented attitude at all times

●Logged all guest interactions and service calls in the hotel’s CRM system for tracking and quality assurance

Front Desk Staff, Onsite Oct 2022 – Jan 2024

HOME 2 SUITES, FRANKFORT, KY

Jeremy Griffin 502-***-****

●Delivered consistent, professional phone etiquette when dealing with upset or confused customers, maintaining calm and empathy.

●Handled guest relations, service recovery, and responded to online reviews.

●Handled high volumes of inbound and outbound calls using a multi-line phone system to manage reservations, guest inquiries, and service requests.

●Managed multi-line phone system, reservations, check-ins/outs using PEP PMS.

●Assisted GM with operations, showing initiative in guest-facing and back-end roles.

●Ensured all guests were happily accommodated and all reasonable requests were met

●Booked reservations

●Checked in reservations

●Investigated complaints, followed up on unresolved cases, and provided timely resolutions to prevent escalations.

●Expert in PEP Property Management Software

●Answered a multi-line telephone system

●Advance deposits

●Tax reconciliation

●Managed multiple front desk tasks while simultaneously answering calls, checking in guests, handling complaints, and coordinating housekeeping.

●Read and respond to all guests concerning reviews

●Service recovery

●Guest relations

●Assisted the GM with any task asked.

Service Desk Representative/Guest Service Manager, Onsite Jun 2020 – Oct 2022

BEST WESTERN, SHELBYVILLE, KY

Chaten Yangalwar 502-***-****

●Ensured all guests were happily accommodated and all reasonable requests were met

●Delivered high-quality customer support through face-to-face and phone interactions, ensuring all guest needs were promptly addressed.

●Ensured high-quality guest service and accommodations.

●Booked reservations

●Checked in reservations

●Reconciled the day's revenue

●Expert in Visual Matrix software

●Answered a multi-line telephone system

●Expert linen folder, laundry duties, housekeeping duties, and house person duties

●Assisted with complimentary breakfast

●Assisted the GM with any task asked

Guest service manager, Onsite Apr 2016 – Sep 2019

Hampton Inn, Frankfort, KY

Melissa Parker 502-***-**** *******.******@******.***

●Answered a multi-line telephone system to handle inquiries, manage reservations, and resolve service issues.

●Ensured all guests were happily accommodated and all reasonable requests were met.

●Booked reservations and used the meeting room facilities.

●Reconciled the day's revenue.

●Maintained OSHA safety binder

●Completed employee training logs daily

●Expert in Onq software

●Reviewed and replied to guest feedback on Expedia, managing reputational support through direct call-backs and follow-ups.

●Expert on Property Management Systems

●Designed flyers for ongoing promotions, designed breakfast signage

●Analyzed Expedia reviews and responded to all customers' inquiries.

●Answered a multi-line telephone system

●Expert linen folder, Laundry duties, Housekeeping duties, Houseperson duties

●Assisted the GM in any task she asked and filled in for the assistant GM while out.

cashier, Osnite Oct 2015 – Apr 2016

Dollar Tree, Frankfort, KY

●Antionette Miller 502-***-****

●Greeted each customer as they walked into the store.

●Accounted for all items purchased.

●Inventory of all merchandise.

●Took deposits to the bank

●Stocked merchandise as it arrived at the store

collections, Onsite Sep 2006 – Jan 2008

Commonwealth Credit Union, Frankfort, KY

Emmitt Mills 502-***-****

●Maintained verbal and written contact with members and others associated with overdue obligations.

●Attempted to cure delinquency by assisting members with payment arrangements.

●Recovered funds owed and all legal, voluntary, and involuntary means.

●Followed up daily on broken payment arrangements.

●Handled incoming phone calls and provided member service.

●Possessed knowledge of Credit Union products and services.

●Built relationships with members through cross-selling when appropriate.

●Maintained a basic understanding of bankruptcy laws.

●Contacted other creditors to gain information about delinquent members. (Skip Tracing)

●Timely filing of proof of claims, bankruptcy, reaffirmation, and notice of claims for the deceased.

Circulation Manager, Onsite Jul 2004 – Sep 2005

The State Journal, frankfort, ky

Lloyd Lynch 502-***-****

●Responsible for the development and operation of circulation plans for the newspaper.

●Increased the number of subscribers the publication had.

●Worked with people in promotions, production, and advertising.

●Generated print orders and oversaw postage and customer service.

●Analyzed testing data and marketing surveys to develop short- and long-term circulation plans.

●Directed, inspired, and mentored the circulation department to increase sales and subscriptions.

●Compared actual revenue to projected sales and budgets.

Head Cashier, Onsite Oct 2003 – Jul 2004

The Home Depot, Frankfort, KY

●Assisted customers visiting the retail hardware store giant.

●Helped customers with final purchases and operated registers and credit card machines.

●Assisted customers at the point of sale and fielded incoming calls about product availability, return policy, and staff assistance

●Fielded customer questions and concerns about policy, procedure, and personnel.

●Completed other tasks assigned to me by the management team, such as stocking, organizing, or cleaning.

●Worked alongside managers and sales associates to ensure every customer enjoyed a satisfying shopping experience.

secretary, Onsite Jan 2000 – Oct 2003

Frederick enterprises, Lexington, KY

Mary Higdon 502-***-****

●Assigned bowling alleys to patrons and collected fees.

●Reserved alleys for bowling league or individuals.

●Inspected alleys to ensure that bowling equipment is available.

●Rented bowling shoes to patrons.

●Accounted for all items from the SYSCO order.

●Placed liquor orders for the bar.

●Executed the employee’s schedules

●Payroll

Education

May 2003

high school diploma, Sunland Christian

May 2013

Trade in business, Jefferson Community College

Attended 36 classes to receive certifications on business skills.

Skills

●Computer/Technical Literacy (Microsoft Word, Excel, and PowerPoint

●Flexibility/Adaptability/ Managing Multiple Priorities

●Communication Skills

●Leadership/Management Skills

●Strong work ethic

●Planning/Organizing

●Problem-Solving/reasoning/creativity

●Honesty/Integrity/Morality

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