Customer Service & Office Administration Professional

Lindsy Renee McGrew

Highly motivated professional with a customer service background and a strong ability to support office operations and client relations.

Mena, AR 71953

870-***-**** ********@*****.***

Dedicated professional with 15 years of customer service experience in fast-paced environments, seeking to apply strong communication and organizational skills in new and challenging opportunities. Authorized to work in the US for any employer.

Professional Experience

Documents, Manifests, and ADA Manager

Windstar Cruises - Remote

September 2023 to December 2025

● Spearheaded the Access Desk department by coordinating operations, streamlining procedures, and maintaining high service standards.

● Managed a team by coordinating and assigning tasks based on individual strengths, skills, and work styles.

● Ran regular report meetings to communicate team objectives, track progress, and address departmental goals.

● Trained multiple team members to support departmental responsibilities and ensure operational continuity.

● Managed and oversaw multiple projects while demonstrating a methodical, detail-oriented, and thorough approach to assignments.

● Daily cross-functional collaboration with prompt engineers to ensure accessibility adherence and compliance.

● Stayed informed on applicable laws and regulations, including the Americans with Disabilities Act

(ADA), to maintain compliance.

● Maintained sensitive data, including accessibility information, medical needs, and refund records, while ensuring PII compliance and confidentiality.

● Maintained and organized sensitive guest information and securely distributed documentation to ships prior to departure, processing more than 10,000 Excel documents annually.

● Developed standard operating procedures for manifest and accessibility processes to improve consistency and efficiency.

● Maintained and monitored multiple email accounts, including manifest, ADA, and departmental inboxes, responding promptly and professionally.

● Maintained high standards of customer service when handling accessibility-related phone calls and email inquiries.

● Ensured guest-facing documents, including invoices, itineraries, and tour details, were accurate, clear, and delivered in a timely manner.

● Reviewed and edited formal documents to ensure accuracy, consistency, and professional presentation.

Operations Specialist

Windstar Cruises - Remote

September 2022 to 2023

● Played a key role in the implementation of a new reservation system by testing functionality and identifying issues prior to the company-wide launch.

● Contributed to multiple projects simultaneously, demonstrating a methodical, detail-oriented, and thorough approach to all assignments.

● Participated in team meetings and provided progress updates on departmental objectives, project milestones, and team goals.

● Managed and monitored multiple email accounts, including manifest, operations, accounting, Future Cruise Credits, and general inquiries, providing timely and professional responses.

● Maintained confidential and sensitive information, including credit card data, while ensuring accuracy, security, and compliance with company policies.

● Delivered exceptional customer service in high-volume, fast-paced environments through phone and online chat support while efficiently resolving customer inquiries. Server/Bartender/Hostess/Trainer

Chopping Block Steakhouse - Mena, AR

March 2021 to July 2022

● Provided outstanding customer service in a fast-paced environment, consistently exceeding customer expectations and maintaining high service standards.

● Fostered customer loyalty through exceptional service, effective communication, and timely resolution of issues and concerns.

● Collaborated with team members through cross-training and schedule coordination to support efficient operations and uninterrupted service.

● Utilized POS systems to process cash and credit transactions accurately while ensuring a smooth and efficient customer experience.

Server

Olive Garden - Nampa, ID

June 2019 to March 2020

● Cultivated extensive product knowledge to confidently assist customers and support informed purchasing decisions.

● Provided exceptional customer support through inbound phone interactions, addressing inquiries, explaining products, and resolving account concerns.

● Accurately processed new and modified orders within the CRM system while maintaining attention to detail and data integrity.

● Partnered with leadership to resolve escalated issues and implement effective customer solutions. Head Cook/Kitchen Manager

Streamside Assisted Living - Nampa, ID

September 2018 to March 2019

● Oversaw raw material quality, freshness, and delivery schedules to ensure compliance with product specifications and operational needs.

● Collaborated with suppliers to negotiate pricing and delivery terms, supporting cost control and consistent inventory levels.

● Established and monitored portion and yield controls to reduce waste and achieve food cost goals.

● Evaluated customer feedback and implemented corrective actions to improve food quality, service standards, and overall guest experience.

Supervisor/Trainer

Stax: Homemade Soups and Sandwiches - Moscow, ID

August 2013 to December 2018

● Efficiently processed 100+ daily transactions while delivering exceptional customer service and managing returns and exchanges.

● Responded to inbound calls, providing accurate information regarding store operations, promotions, and customer inquiries.

● Resolved customer account and financial issues by reviewing account information and processing necessary credit adjustments.

● Identified customer needs and recommended appropriate products and services to enhance the overall customer experience.

Technical Skills

Microsoft Office Suite (Excel, Word, Outlook) SharePoint Jira ServiceNow RingCentral CRM Systems POS Systems Data Entry Document Management Email Management Database Systems Accessibility Compliance Tools Seaware Core Touch ChatGPT Gemini Core Skills

Office Administration Operations Support Customer Service Team Leadership Training & Onboarding Project Coordination Data Entry Database Management Document Processing Email Management Calendar Management CRM Systems POS Systems Call Center Operations Accessibility (ADA) Compliance Confidential Data Handling (PII, Financial Data) Writing & Editing Organizational Skills Problem Solving Typing (60 WPM) Microsoft Office (Excel, Word, Outlook) Education

Environmental Science

University of Idaho - Moscow, ID

August 2013 to April 2018

High School Diploma

Bishop Kelly High School - Boise, ID

August 2009 to April 2013

Assessments

Customer service - Expert

Identifying and resolving customer issues and escalations Customer focus & orientation - Highly Proficient

Responding to customer situations with sensitivity Verbal communication - Highly Proficient

Speaking clearly, correctly, and concisely

Typing - Expert

Transcribing text using a standard keyboard

References

Laura Motto

Vacation Operations Lead at Windstar: 425-***-**** Andy Severson

CEO at Stax (former employer): 208-***-****

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