Abigail O'Rourke
Amelia,OH
Summary
Highly communicative and interpersonal customer service professional with a strong background in music, seeking to share her organizational skills in an Arts Administration role.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Concierge Services Associate
Cincinnati Children's Hospital Medical Center
05.2023 - Current
- Facilitate communication between families and clinical staff, serving as conduit to all hospital resources.
- Provide exceptional customer service to diverse clientele, fostering an atmosphere of inclusivity and respect.
- Create relationships with and maintain detailed knowledge of local hotels, attractions, events, and services available to patient families. Assist with all accommodations.
- Assist guests with special needs or requests, demonstrating empathy and understanding in every interaction.
- Manage a variety of tasks simultaneously, maintaining professionalism and efficiency under pressure.
Guest Service Manager
Graduate Columbus Hotel
09.2021 - 12.2022
- Streamlined front desk operations for improved efficiency, utilizing strong organizational skills.
- Collaborated with other departments to coordinate guest services, resulting in seamless experiences for guests.
- Provided exceptional customer service resulting in 184 positive guest reviews.
- Resolved guest complaints effectively, demonstrating empathy and problem-solving abilities.
- Managed 15 Guest Service Representatives.
- Promoted from Guest Service Representative to Guest Service Supervisor to Guest Service Manager in 11 months.
- Planned and conducted comprehensive training.
Front Desk Agent
La Quinta Inns & Suites By Wyndham
03.2021 - 09.2021
- Contributed to team success by consistently exceeding performance targets for guest satisfaction ratings.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Identified opportunities for process improvement within front desk operations, leading to enhanced efficiency without sacrificing quality of service provided to guests.
Intern, Office of Global Education
Capital University
08.2020 - 12.2020
- Managed presentations of Study Abroad experiences available.
- Created a proposal for Humanities and Global Awareness credit for students studying abroad in Kecskemét, Hungary at the Zoltán Kodály Pedagogical Institute of Music.
Resident Assistant, Summer RA, & Building Manager
Capital University
, OH
08.2017 - 12.2020
- Collaborated with campus security to maintain a safe living environment for 128+ undergraduate residents.
- Enhanced resident satisfaction by promptly addressing concerns and resolving conflicts within the community.
- Supported students experiencing mental health challenges by actively listening, offering resources, and connecting them with appropriate support services.
- Facilitated conflict resolution among roommates and neighbors by mediating discussions and proposing fair solutions.
- Planned and conducted 37 developmental programs.
- Chosen as 1 of only 4 summer resident assistants - 2019
Education
Bachelor of Music - Music Industry
Capital University Conservatory of Music
Bexley, OH12.2020
High School Diploma -
Walnut Hills High School
Cincinnati, OH05.2016
Skills
- Exceptional communication and interpersonal skills
- Effective project time management and managing multiple projects simultaneously
- Bachelors of Music, Music Industry - Principal Instrument - Voice
- 1st Chair Oboe - Wind Symphony at Walnut Hills HS
- Cincinnati Youth Choir: August 2008 - May 2016
- International Choir Tour Travel - Sweden, Denmark, Norway, China and Italy
- Proficient in Microsoft Office Suite
- Successful scheduling experience
- Independent Problem Solver and Self Starter
- Excellent Customer Service skills
- Passionate, determined and creative mindset
- Polished at public speaking
Certification
Cornell University
Ithaca, New York
- Professional Certificate in Conflict Resolution - January 2024
Timeline
Concierge Services Associate
Cincinnati Children's Hospital Medical Center
05.2023 - Current
Guest Service Manager
Graduate Columbus Hotel
09.2021 - 12.2022
Front Desk Agent
La Quinta Inns & Suites By Wyndham
03.2021 - 09.2021
Intern, Office of Global Education
Capital University
08.2020 - 12.2020
Resident Assistant, Summer RA, & Building Manager
Capital University
08.2017 - 12.2020
Bachelor of Music - Music Industry
Capital University Conservatory of Music
High School Diploma -
Walnut Hills High School
Cornell University
Ithaca, New York
- Professional Certificate in Conflict Resolution - January 2024
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