Customer Service, Front Desk, Fire Safety Director

Kelen Crossland

**** ***** ****** *****, **. Louis, Missouri 63136

Home: 314-***-**** - Cell: 314-***-**** : *********@*****.***

Career Overview

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Hard working, experienced Hotel desk supervisor / desk agent/ concierge. with 6+ years experience working in a demanding call center environment of 3 different hotels and 5 front desks with excellent employee training skill.

Skills

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• Training development • Conflict resolution

• Listening skills • Strong organizational skills

• Customer service • Telephone inquiries

• Microsoft Word/Excel/Outlook • Excellent communication skills

• Multi-line phone usage • Courteous demeanor

• Adaptability • Fast learner

• Problem solver

Work Experience

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United States Headquarters of Jehovah's Witnesses Brooklyn NY 2005-2012

Front Desk Supervisor/Front Desk Reception

Provided required weekly, monthly and quarterly reports listing completed tasks including building projects.

Educated new employees on proper facility procedures and policies, as well as professional desk protocol.

Instructed and administered facility menu and policy exam to new employees.

Provided coaching,mentoring, and consultation to staff to enhance staff development.

Supervised and coordinated employee schedules.

Building supervisor for a year and a half in three different hotels. Over approximately thirty individuals.

Has worked closely with SIEMENS fire panels for 5+ years and has a thorough grasp of fire safety and prevention requirements for hoteels and hi-rise buildings.

Customer Service

Known for remarkable ability to get along with others well.

Resolved guest complaints.

Consistently received positive feedback from guests and created pleasant atmosphere for them.

Handled guest complaints, maintaining a positive Hotel experience for all.

Capable of maintaining composure and multi-tasking in high volume customer service and call center enviroments

Educational Background

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American School 2200 East 170th St. Lansing, IL 604**-****-****

High School diploma

John Jay College 899 10th Ave. New York, NY 10019 2011

Fire Safety Director Training

Certificates:

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Category F58 Fire Safety Director for Office/HI-Rise/Hotel/Motel

Full Service Shop (W-96) and Sales (S-96) of Portable Fire Extinguishers (PFE)

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