Retail Desk Operations & Customer Service Lead

BRITTANY GRAVES-HERRING

Indianapolis, IN ***** 317-***-**** ***********@*****.***

With 22 years of experience in customer service and 18 years specializing in retail desk operations, I offer a wealth of expertise in enhancing customer experiences and streamlining operations. Strong, active listening and communication skills have consistently supported the ability to lead teams effectively. Recognized for outstanding leadership and earning top industry certifications, excel under pressure and consistently meet stringent deadlines. Goal-oriented approach and commitment to excellence drive team success and professional growth. Passionate about fostering development in both team and career, dedicated to achieving exceptional results and continuous improvement.

• Retail Desk

• Reservation Management

• Customer Service

• Team Leadership and Management

• Inventory Management

• Operational Efficiency

• Coaching and Mentoring

• New Hire Training

• Performance Evaluation

• Conflict Resolution

• Payment Processing

• Documentation and Reporting

• Microsoft

• Customer Relation

• Quality Assurance

• Familiar With IndyGO Software

Service Quality Specialist, 01/2024 - Current

IndyGo – Indianapolis, IN

• Retail desk reconciliation

• Audit Retail of pass inventory

• KPI that include metric report card

• Interdepartmental communication with Indygo department and subcontractors

• Experience in building SOP's

• Data Entry

• Experience using Flowbird, Swiftly, Hastus, and Ecolane PROFESSIONAL SUMMARY

SKILLS

WORK HISTORY

• Followed all company policies and procedures to deliver quality work. Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.

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Guest Service Representative, 12/2020 - 01/2024

Extended Stay America – Indianapolis, IN

• Greeted guests and provided information regarding hotel services, amenities, and local attractions.

• Verified reservations by phone or in person.

• Assisted guests with check-ins and check-outs in a timely manner.

• Processed payments for room charges, taxes, and other incidentals as required.

• Answered incoming calls from guests seeking reservations or general information.

• Responded promptly to inquiries regarding availability of rooms and rates.

• Performed daily cashiering duties including balancing accounts at end of shift.

• Maintained cleanliness of lobby area and front desk counter.

• Encouraged customers to provide feedback on their stay experiences.

• Handled customer complaints professionally and efficiently.

• Provided training to new team members on how to perform tasks correctly. Sales Associate, 08/2018 - 12/2020

Meijer – Indianapolis, IN

• Greeted customers and provided exceptional customer service.

• Provided accurate information about products, prices and services.

• Restocked shelves as needed to ensure sufficient inventory levels.

• Performed cashier duties such as accepting payments, issuing receipts and counting money back change.

• Helped customers find specific products, answered questions and offered product advice.

• Cashier

Team Lead, 09/2009 - 08/2018

FedEx:Ground – Indianapolis, IN

Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.

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• Developed strategies to increase team productivity and improve customer service levels.

• Trained new staff in relevant processes and procedures.

• Resolved escalated customer complaints or queries promptly and efficiently.

• Monitored team performance against targets, taking corrective action where necessary.

• Held regular one-on-one coaching sessions with staff members to encourage personal development.

• Worked different stations to provide optimal coverage and meet production goals. Conducted regular progress reviews with individual team members to identify areas for improvement and provide guidance on career development opportunities.

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Assistant Manager, 03/2004 - 09/2009

Dots Fashions – Indianapolis, IN

• Recruited and trained new employees to meet job requirements.

• Delegated work to staff, setting priorities and goals. Implemented training processes for newly hired employees and supervised department managers, shift leads and production personnel.

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• Secured revenue, accurately monitoring transactions and deposits to eliminate discrepancies.

• Organized schedules, workflows and shift coverage to meet expected business demands.

• Supervised daily operations including scheduling shifts, assigning duties.

• Provided guidance and support to junior staff members on daily tasks, projects, and objectives. Indiana State University - Terre Haute, IN

Indiana University - Purdue University Indianapolis - Indianapolis, IN EDUCATION

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