Customer Service & Guest Experience Specialist
Resume:
KJ
K. Marcia Jones
Professional summary
Customer Service Specialist with a strong professional skill set in consumer relations, enhanced over the 30 years of experience in various positions such as, call center, hospitality management and guest services. Demonstrated ability to assist in the growth development for team performance and deliver exceptional customer satisfaction. Skilled in problem-solving, multitasking, and adapting to changing needs. Known for reliability, effective communication, efficient time management skills, quality control and leadership in high-pressured environments. Work history
Sandbox V/R Baltimore - Guest Experience Associate Inner Harbor East, Baltimore, Maryland
01/2026 - 08/2026
Pleasantly greeted guests and checked them into the system. Validated all required documents with guests' signatures. Instruct and assist the guests by demonstrating how to properly prepare and adjust equipment.
Inform guests of all relevant rules regulations and procedures. Upsell products at guests' inquiry.
Assure of all guests enjoyment for a memorable and exciting experience. Assist the teammates with necessary duties.
Employment Gap - Family Medical Care
Hagerstown, Maryland
01/2025 - 01/2026
Instructed by health officials how to administer medication and maintain scheduled routine of home care. Rendered emotional support for immediate family member during many years of terminal illness by ensuring comfort and quality of life.
Hyatt Place - Front Desk Supervisor
Inner Harbor East, Baltimore, Maryland
10/2024 - 01/2025
Assisted the Assistant Manager with managerial responsibilities for the department.
**********@******.***
Glen Burnie, Maryland 21061
Skills
Hospitality Industry; Assistant Front
Desk Manager, Front Desk Supervisor,
Night Auditor and Front Desk Agent
15-years
●
● Office Manager 15-years
● Awesome guest relations
● Shift Scheduling
● Administrative support
● Manage group accounts
● Registration processing
● Company policies and procedures
● POS Credit and cash payments
VIP guest relations, upgraded room
preferences and adhered to
specifications from VIP guests.
●
Excellent oral and written
communication
●
Effective critical thinker to problem-
solving and de-escalating issues.
●
Education
11/2023
Hagerstown Community College
Hagerstown
Certificate : Continuing Education
Microsoft Excel I & Excel II
Continuing Education in one day
beginners class I and one day intermediate
Overseeing the staffs' daily tasks, duties and routines. Resonded to guests' inquiries or concerns, coordinated reservations, allocated rooms, assuring the guests preferences and special requests are completed.
Properly check guests in and out from their hotel stay. Adhering to all policies, procedures and regulations set forth by the hotel. Maintaining quality of service to the guests, for an outstanding interaction with staff for an awesome guests experience.
Employment Gap - Reassessed Life' Strategies
Hagerstown, Maryland
01/2022 - 10/2024
Furthered my education by earning certficates in Microsoft Excel I & Excel II from Continuing Education at Hagerstown Community College 2023. Used critical thinking to break down problems, evaluated solutions, and make decisions after relocating in a new environment and personal issues for family and I. Considered our health & wellness, education, future employment and the most dire of needs at that time was transportation. XPO Logistics - Customer Service Representative
Greencastle, Pennsylvania
09/2021 - 01/2022
At my prior employer, I was the on-call equipment's truck driver. Therefore, the CDL A knowledge coupled with my Customer Service experience afforded me the ability to better manage the Customer Service Department.
Collaborated with cross-functional teams for overall customer satisfaction. Streamlined order processing procedures to reduce response times and enhance efficiency.
Resolved customer inquiries, complaints or discrepancies by listening attentively, and by using clear thorough thinking with empathy, Scanned the bill of lading and properly reviewed, compute and filed. Politely answered multi-phone lines.
Promptly responded to customers' voicemails, emails and faxes. Al and Sons Cleaning Services, LLC - Office Manager Frederick, Maryland
06/2006 - 09/2021
Managed vendor relationships, negotiating contracts to enhance service offerings.
Inventory management, maintaining supplies to support daily operations without disruptions.
Implemented quality control measures to ensure high standards in cleaning services provided to clients.
Provided exceptional customer service when addressing clients. class II for Microsoft Excel I & II
completed 2023.
06/2009
Anne Arundel Community College
Arnold, Maryland
AA Degree: Business Administration /
Entrepreneurship
Studied Business Management, English
Literature and Mathematics class courses.
Incompletion of Business Administration
course for AA Degree.
01/1989
Baltimore City Community College
Lombard Street, Baltimore, Maryland
G.E.D: High School General Studies
Earned the General Equivalency Diploma
from attending refresher classes at the
College from 08/88 to completion 01/89.
Earned my CDL A license to become an on-call driver due to terrible turnovers of equipment truck driver. This administrative decision decreased the cost of labor in the budget.
Mount Vernon Hotel - Assistant Front Desk Manager
Baltimore, Maryland
06/2001 - 06/2006
Oversaw daily front desk operations, ensuring exceptional guest experiences and service quality.
Trained and mentored front desk staff on customer service protocols and hotel policies.
Resolved guest complaints promptly, fostering positive relationships and enhancing customer satisfaction.
Coordinated with housekeeping and maintenance teams to ensure room readiness and facility upkeep.
Resolved conflicts calmly between employees or customers by employing effective communication skills during tense situations. REFERENCES
Alfred Helms Jr., Owner ***********@*****.*** 240-***-****, Prior employer: AL AND SONS CLEANING SERVICES, LLC, Frederick, Maryland.
●
Mr. Charles Harris, Home Owner *****************@*****.*** 443-***-****. Cleaned home twice a month from 02/2023 to 10/2024
●
Mrs. Carolyn Stewart, Home Owner ***********@*****.*** (443) 825- 1311. Cleaned home once a week from 01/2022 to 02/2023.
●
Contact this candidate