Guest Relations & Customer Service Specialist
Resume:
Nanyamka Grant
Kissimmee, FL *****
*********@*****.***
Professional Summary
Act as the first point of contact for guest information. Address and document guest concerns in the database. Achieve amicable resolution to guest concerns. Coordinate with other departments to address guest concerns. Update guest records. Problem solve to achieve guest resolution. Willing to relocate to: Orlando, FL - -
Authorized to work in the US for any employer
Willing to relocate to: Miami, FL
Work Experience
Customer Service Representative
FRANK GAY SERVICES-Orlando, FL
June 2025 to Present
Answer incoming phone calls, emails, or messages from customers. Assist customers with questions about heating, air conditioning, ventilation, maintenance, and repairs.Provide friendly, professional service and resolve basic concerns. Schedule service calls, maintenance visits, and installations.
Coordinate technician availability and assign jobs. Confirm appointments and update customers if schedules change. Guest Relations Representative
Florida Vacation Homes
December 2021 to June 2026
Act as the first point of contact for guest information. Address and document guest concerns in the database. Achieve amicable resolution to guest concerns. Coordinate with other departments to address guest concerns. Update guest records. Problem solve to achieve guest resolution. Vacation Specialist Lead
Rental Resorts-Kissimmee, FL
April 2021 to December 2021
Book reservations for multiple property locations. Assist with existing reservations. Modify reservations.assist with reservation issues such as relocations etc. Demonstrator
Coravin-Tampa, FL
October 2017 to September 2021
Demonstrate and explain products, methods, and services in order to persuade customers to purchase products or utilize service.
• Identify interested and qualified customers in order to provide them with additional information.
• Keep logs of all invoices and report to company.
• Keep all areas neat while working, and return items to the correct location following demonstration.
• Practice demonstrations to ensure smooth running.
• Provide product information using brochures.
• Provide customer feedback to company.
Assistant Manager
Dollar General-Fort Myers, FL
February 2017 to August 2017
• Listen to and resolve customer complaints regarding services, products, or personnel.
• Monitor sales staff performance to ensure that goals are met.
• Hire, train, and evaluate personnel.
• Direct and supervise employees engaged in sales, inventory-taking, reconciling cash receipts, or performing specific services, such as helping take purchased goods to the car for customers.
• Provide staff with assistance in performing difficult or complicated duties.
• Plan and prepare work schedules, and assign employees to specific duties.
• Attend company meetings to exchange product information and coordinate work activities with other departments.
• Prepare sales and inventory reports for management and budget departments.
• Keep records pertaining to purchases, sales, and requisition.
• Inventory stock and reorder when inventories drop to specified levels. Quality Analyst
Alorica-Fort Myers, FL
March 2016 to February 2017
• Maintaining "Best in Class" Service.
• Exceed Client's Goals and Guidelines.
• Employee Retention.
• Ensuring current/up-to-date training resources.
• Proper Training of Agents.
• Ensure Agents are able to handle all Member requests.
• Ensure proper client processes and procedures are followed.
• Ensure tools are properly used.
• Review of calls and case documentation.
• Client and Member Satisfaction.
• Promote an environment where everyone can learn and grow.
• Keep logs of all invoices.
Team Lead
OHL-Plainfield, IN
August 2013 to July 2014
• Pack orders for outbound operations and supervise employees in the receiving department.
• Keep logs of all invoices.
• Enter invoice information into the database.
• Attend all company staff meetings.
Training Instructor
Sunrise Communities-Bartow, FL
March 2000 to June 2006
• Observe participants and inform them of corrective measures necessary for skill improvement.
• Instruct participants in maintaining exertion levels to maximize benefits from exercise routines.
• Offer alternatives during classes to accommodate different levels of fitness.
• Plan routines, choose appropriate music, and choose different movements for each set of muscles, depending on participants' capabilities and limitations.
• Evaluate individuals' abilities, needs, and physical conditions, and develop suitable training programs to meet any special requirements.
• Monitor participants' progress and adapt programs as needed. Shipping and Receiving Clerk
Precisionaire-Bartow, FL
August 2002 to October 2003
• Examine contents and compare with records, such as manifests, invoices, or orders, to verify accuracy of incoming or outgoing shipment.
• Prepare documents, such as work orders, bills of lading, or shipping orders, to route materials.
• Determine shipping method for materials, using knowledge of shipping procedures, routes, and rates.
• Record shipment data, such as weight, charges, space availability, damages, or discrepancies for reporting, accounting, or recordkeeping purposes.
• Pack, seal, label, and affix postage to prepare materials for shipping, using work devices such as hand tools, power tools, and postage meter.
• Confer or correspond with establishment representatives to rectify problems, such as damages, shortages, or nonconformance to specifications.
Substitute Teacher
Polk County School Board-Bartow, FL
February 2001 to May 2003
• Arrange indoor or outdoor space to facilitate creative play, motor-skill activities, or safety.
• Confer with parents, guardians, teachers, counselors, or administrators to resolve students' behavioral or academic problems.
• Establish and communicate clear objectives for all lessons, units, and projects to students, parents, or guardians.
• Observe and evaluate students' performance, behavior, social development, and physical health.
• Prepare classrooms with a variety of materials or resources for children to explore, manipulate, or use in learning activities or imaginative play.
• Prepare objectives, outlines, or other materials for courses of study, following curriculum guidelines or requirements.
• Read books to entire classes or to small groups.
• Serve meals or snacks in accordance with nutritional guidelines.
• Teach basic skills, such as color, shape, number and letter recognition, personal hygiene, or social skills, to preschool students with special needs.
• Teach students personal development skills, such as goal setting, independence, or self-advocacy. Education
Nursing (Bachelor's)
GREENVILLE TECHNICAL COLLEGE-Greenville, SC
June 2011 to June 2013
Associate Science High school diploma
ARMSTRONG ATLANTIC STATE-Fort Myers, FL
August 2009 to June 2011
Skills
Program Development Typing Food Preparation Management Product Demos Sales Classroom Management Medication Administration Customer support MICROSOFT OFFICE Developmental Disabilities Experience Curriculum Development Food service Problem management Guest Services Property management Lead generation Telemarketing EXCEL Conflict management Guest Relations Experience Special Needs Communication skills Microsoft Outlook Special Education Tutoring Nursing OPERA Technical support Phone etiquette Presentation Skills Teaching Customer Service
Certifications and Licenses
Food Handler Certification
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