Abby Flancher
Brighton,CO
Summary
Dedicated and compassionate, I demonstrate high quality customer service. I have a proven ability to enhance guest satisfaction through exceptional communication and problem-solving skills. With experience in fast first aid scenarios, I thrive in high-pressure environments while maintaining a positive demeanor, which helps the people I interact with feel at ease.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Guest Services Team Member
Denver Zoo Conservation Alliance
12.2024 - 08.2025
- Delivered exceptional customer service, resolving inquiries and enhancing guest satisfaction.
- Conducted the park entrance and exit as a ticket scanner and park greeter.
- Trained on and used cash registered for guest transactions.
- Rented out single and double strollers, wagons, wheelchairs, and ECVs to zoo guests, as well as cleaned them when they were returned.
- Operated VR and screen attractions.
- Maintained good knowledge of the animals present in order to provide guests with answers to their questions.
- Instructed guests on feeding and touching cow nose stingrays and southern stingrays while remaining respectful to their pool.
- Maintained happy and positive energy in order to enhance guest experience.
Swim Instructor
City of Brighton
05.2022 - 08.2025
- Instructed diverse groups in swimming techniques, ensuring safety and skill development.
- Worked with children, ages 3 to 13, in groups that ranged up to 10 children.
- Created a fun environment where kids were engaged in their learning and felt safe to try new things.
- Maintained good behavior in students despite possible distractions.
- Developed unique lesson plans for each class in order to address the individual needs of those students to reach their goals.
- Gave constructive feedback on report cards given to students at the end of each session.
- Was responsible for all communication with parents regarding their children's progress and behavior in class.
- Trained and mentored new instructors as they began learning how to teach for themselves.
Lifeguard
City of Brighton
04.2021 - 08.2025
- Monitored and maintained guest safety in and around the pool area, as well as adherence to facility regulations.
- Earned first aid, bloodborne pathogen, and CPR certifications.
- Attended monthly training sessions where aquatic skills were practiced as well as the necessary first aid.
- Responded quickly to emergencies, administering first aid and CPR as needed.
- Maintained a clean and safe facility, performing necessary cleaning tasks on a daily basis.
- Handled incident reporting and documentation with accuracy and proficiency.
- Maintained a positive and friendly attitude with guests to avoid conflicts in situations where they were indirectly or directly affecting the safety of themselves and those around them.
- Worked long hours in the outdoors during the summer; gaining experience in high temperatures and rainstorms.
- Collaborated with lifeguarding team each day in order to maintain clarity on Emergency Action Plans.
Education
Bachelor of Science - Natural Resource Tourism - Global Tourism
Colorado State University
Fort Collins, CO05-2028
High School Diploma -
Brighton High School
Brighton, CO05-2024
Skills
- Exceptional communication with coworkers and customers
- Positive and optimistic attitude, as well as a friendly demeanor
- Calm under pressure
- Effective problem-solver
- Leadership experience
- Extensive customer service experience
- Interacting with and supervising children
- Creative thinking
- Professionalism and punctuality
- Adaptability to unforeseen complications and deescalation of possible conflict
- CPR and AED training
- Quick learner
Certification
- First Aid/CPR/AED Certified
- Bloodborne Pathogen Certification
- Lifeguard Certification
Timeline
Guest Services Team Member
Denver Zoo Conservation Alliance
12.2024 - 08.2025
Swim Instructor
City of Brighton
05.2022 - 08.2025
Lifeguard
City of Brighton
04.2021 - 08.2025
Bachelor of Science - Natural Resource Tourism - Global Tourism
Colorado State University
High School Diploma -
Brighton High School
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