Bria Baker
25 Cartright Street
Summary
Customer Service Representative with 10+ years of experience in the airline and retail sectors, proficient in managing complex communication channels and resolving customer issues efficiently. Demonstrates expertise in active listening, conflict resolution, and team collaboration, significantly enhancing customer satisfaction and improving service processes. Committed to leveraging analytical skills and adaptability to drive service improvements and ensure positive customer experiences.
Overview
7
7
years of professional experience
Work History
Front Desk Supervisor
Hampton Inn By Hilton
09.2025 - Current
- Supervise and coordinate daily front desk operations, ensuring smooth and efficient service during your shift.
- Assign work, instruct, and oversee Front Desk Agents and other front office staff.
- Train, coach, and support associates; help maintain performance standards consistent with brand and hotel expectations.
- Step in as the acting lead in the absence of the Front Office Manager or Assistant Manager.
- Greet guests warmly and professionally upon arrival.
- Manage guest check-in and check-out processes.
- Respond to guest inquiries, requests, and concerns promptly and efficiently.
- Resolve guest complaints or escalate issues when needed, ensuring high guest satisfaction.
- Oversee reservations (making, modifying, and confirming bookings).
- Handle cash, credit card payments, balancing the cash drawer, and end-of-shift reports.
- Maintain accurate records, logs, and reporting related to guest activity and front desk functions.
- Monitor lobby traffic and adjust staffing or workflows as needed.
- Communicate effectively with housekeeping, maintenance, and other hotel departments to ensure rooms are ready and guest needs are met.
- Promote brand standards, hotel services, and any marketing or loyalty programs.
- Help maintain lobby and public areas in a clean, welcoming condition.
- Prepare and complete daily shift reports (arrivals, departures, revenue info, etc.).
- Assist with scheduling, performance feedback, and staffing records.
- May be involved in basic accounting tasks like balancing accounts or audits during shift.
Customer Service Representative
Avelo Airlines
04.2023 - Current
- Delivered exceptional customer service assisting passenger with creating, modifying, and canceling reservations.
- Intake customer concerns and complaints via email.
- Managed multiple communication channels effectively, documenting customer interactions and processing requests with precision and attention to detail.
- Streamlined check-in procedures and baggage handling processes, reducing wait times and enhancing overall customer satisfaction.
- Coordinated with cross-functional teams to resolve complex customer issues, ensuring seamless service delivery and positive outcomes.
- Implemented new customer service protocols and contributed to service improvement initiatives, adapting to changing airline regulations.
- Managed complex reservation systems while maintaining accurate documentation and resolving time-sensitive passenger inquiries.
- Spearheaded service excellence by managing high-volume customer interactions (80+ daily calls), while maintaining precise documentation and swift issue resolution.
Client Advisor
Louis Vuitton
06.2022 - 04.2023
- Guided clients through product selections, enhancing customer satisfaction and loyalty.
- Increased sales by effectively addressing customer needs and providing tailored solutions.
- Processed cash and card transactions through a POS system.
- Utilized product knowledge to resolve client inquiries, boosting engagement and retention.
- Collaborated with team to optimize store layout, improving customer experience and flow.
- Spearheaded luxury product consultations and implemented personalized client outreach strategies, driving substantial revenue growth and client retention.
- Analyzed purchase patterns and client preferences to create targeted product recommendations, enhancing the stores conversion rates.
- Pioneered digital clienteling techniques to maintain customer engagement during peak seasons, maximizing sales opportunities.
- Maintained meticulous client profiles and purchase histories, enabling precise follow-up strategies and personalized shopping experiences.
- Developed creative visual merchandising strategies to showcase luxury collections, enhancing store aesthetics and customer engagement.
- Implemented refined clienteling protocols to ensure consistent, high-calibre service delivery across all customer interactions.
Customer Service Representative
Nordstrom
07.2019 - 06.2022
- Resolved complex customer inquiries and maintained service excellence while managing multiple communication channels, driving customer satisfaction through tailored solutions.
- Built lasting client relationships through active listening and empathy, consistently delivering solutions that addressed specific needs and concerns.
- Processed transactions accurately while maintaining high-quality service standards, ensuring compliance with company protocols and customer satisfaction benchmarks.
- Partnered with cross-functional teams to streamline customer service processes, implementing effective solutions for complex client situations.
- Developed creative approaches to resolve customer challenges, contributing to improved service delivery and enhanced customer retention rates.
- Analyzed customer feedback patterns to identify service gaps and implemented targeted solutions, leading to enhanced client satisfaction and streamlined response protocols.
Education
High School Diploma -
Frank Scott Bunnell High School
Stratford, CT06.2015
Skills
- Time Management, Problem Solving, Data Entry, Team Collaboration, Multitasking, Conflict Resolution, Active listening
- Time management, Adaptability, Patience
- Customer service management
- Team building proficiency
- Reservation management
- POS system operation
- Listening skills
- Issue resolution
- Complaint management
- Conflict management
- Administrative skills
- Cash handling
- Strong leadership
- Room assignments
- Documentation and reporting
- Check-in and Check-out procedures
- Conflict and issue documentation
- Sales and upselling
- Front desk supplies management
Timeline
Front Desk Supervisor
Hampton Inn By Hilton
09.2025 - Current
Customer Service Representative
Avelo Airlines
04.2023 - Current
Client Advisor
Louis Vuitton
06.2022 - 04.2023
Customer Service Representative
Nordstrom
07.2019 - 06.2022
High School Diploma -
Frank Scott Bunnell High School