Summary
Overview
Work History
Education
Skills
Timeline
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Anastasia Thompson

Wichita Falls,Tx

Summary

Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.

Hospitality professional with strong background in customer service and front desk operations, prepared to deliver outstanding guest experiences. Proven ability to manage guest inquiries and reservations effectively. Known for fostering team collaboration and adapting to dynamic environments, ensuring smooth operations and guest satisfaction.

Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.

Overview

2026
2026
years of professional experience

Work History

Front Desk Concierge

Best Western Plus Hotel
11.2024 - Current
  • Handled guest complaints promptly, ensuring swift resolution and fostering positive relationships with customers.
  • Assisted guests with reservations, modifications, and cancellations in a courteous and professional manner.
  • Enhanced customer satisfaction by providing timely and accurate information on hotel facilities and services.
  • Performed administrative tasks including filing paperwork, maintaining inventory of office supplies and coordinating maintenance requests.
  • Managed phone lines efficiently, directing calls to the appropriate departments or taking messages as needed.
  • Assisted in training new team members on front desk procedures and best practices for exceptional service delivery.
  • Maintained a clean and organized front desk area, contributing to a welcoming atmosphere for guests.
  • Coordinated with housekeeping staff to ensure room availability and cleanliness for incoming guests.
  • Collected room deposits, fees, and payments.

Customer Service

NRTC
02.2022 - 10.2024
  • Answering inbound calls, emails, and chats to facilitate customer service. Developed strong customer relationships to insure repeat business. Educate customers on special pricing opportunities and company offerings. Remained calm and professional in stressful circumstances and diffused tense situations. Set up and activated customer accounts.
  • Delivered exceptional customer service, addressing guest concerns promptly and professionally.
  • Provided excellent customer service to exceed customer expectations.
  • Streamlined order processing for faster customer service and increased satisfaction.
  • Utilized customer feedback to improve customer service.

Customer Service Rep

Results CS
09.2020 - 02.2022
  • Documented conversations with customers to track requests, problems and solutions. Reviewed customer account information to determine current issues and potential solutions. Confirmed delivery of orders and troubleshot missed delivery dates, shortages and overages. Assessed customer needs and upsold products and services to maximize sales. Set up and activated customer accounts. Exceeded company productivity standards on consistent basis. De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
  • Met customer call guidelines for service levels, handle time and productivity.

Shift Leader

Taco Bell
02.2018 - 08.2020
  • Counted cash on hand at shift change and closing to determine shortages or overages and prepare bank deposit statements. Supervised, motivated and led employees to maintain productivity and customer service levels. Coordinated daily shift changes to facilitate tasks and handle special needs or requests. Documented production levels, materials used and special incidents to keep management informed of daily activities. Counted inventory, resolved discrepancies and completed paperwork to keep system accurate and current. Evaluated, reconfigured and performed equipment maintenance to support operational goals.
  • Trained new employees and delegated daily tasks and responsibilities.
  • Coordinated with vendors to ensure timely delivery of products while maintaining strong professional relationships.
  • Maintained cleanliness and organization of workspace, adhering to health and safety standards.
  • Managed inventory levels to prevent stock shortages, conducting regular audits and ordering supplies as needed.

Retail Merchandiser

Driveline Retail
10.2016 - 2018
  • Organized and maintained displays to achieve clean and appealing product layouts.
  • Organized store merchandise racks and displays to promote and maintain visually appealing environments.
  • Removed damaged, out-of-code, not-in-set and discontinued items from displays.
  • Boosted customer satisfaction by creating visually appealing and strategically organized merchandise displays.
  • Developed relationships with key store personnel to support proper product placement and visibility.
  • Designed displays to deliver interactive, engaging, and memorable store experiences for shoppers.
  • Stocked merchandise, clearly labeling items, and arranging according to size or color.

Housekeeper

Advanced Rehabilitation and Health Specialists
2019 - 2019
  • Disinfected and mopped bathrooms to keep facilities sanitary and clean.
  • Cleaned and stocked guest rooms by replacing used towels and linens vacuuming floors, making beds, and restocking bathroom items.
  • Collaborated with other housekeeping staff to complete tasks efficiently and effectively.
  • Vacuumed rugs and carpeted areas in offices, lobbies, and corridors.
  • Used chemicals by following safety protocols and procedures to avoid burns and injuries.
  • Slid beds, sofas, and other furniture aside to wipe down baseboards and remove dust and dirt from hard-to-reach areas.
  • Dusted picture frames and wall hangings with cloth.
  • Adhered to professional house cleaning checklist.
  • Demonstrated flexibility in adjusting work schedule according to fluctuating occupancy rates.

Education

High School Diploma -

Vernon High School
Vernon, Tx
05.2015

Skills

  • Credit card payment processing
  • Retail sales customer service
  • Technologically savvy
  • Adaptive team player
  • Call Center Operations
  • Materials transport
  • Problem-solving abilities
  • Store maintenance
  • Customer relations
  • Team player attitude
  • Conflict resolution
  • Exceptional communication
  • Strong multitasking
  • Customer service
  • Housekeeping collaboration
  • Cash handling experience
  • Microsoft office
  • Hospitality services
  • Housekeeping
  • Lobby oversight

Timeline

Front Desk Concierge

Best Western Plus Hotel
11.2024 - Current

Customer Service

NRTC
02.2022 - 10.2024

Customer Service Rep

Results CS
09.2020 - 02.2022

Shift Leader

Taco Bell
02.2018 - 08.2020

Retail Merchandiser

Driveline Retail
10.2016 - 2018

Housekeeper

Advanced Rehabilitation and Health Specialists
2019 - 2019

High School Diploma -

Vernon High School

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Anastasia Thompson