Summary
Overview
Work History
Education
Skills
Timeline
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Brittany Graves-Herring

Indianapolis,IN

Summary

With over 22 years of experience in customer service and 18 years in retail desk operations, I offer extensive expertise. My strengths include active listening and effective verbal and written communication skills. I have received certificates for outstanding leadership as one of the top leads in managing my team. Thriving under pressure and meeting strict deadlines come naturally to me. Through exceptional performance and a goal-oriented approach, I consistently lead my team to success. As a passionate leader, witnessing the growth of both my team and my profession brings immense joy.

Overview

20
20
years of professional experience

Work History

Service Quality Specialist

IndyGo
01.2024 - Current
  • Retail desk reconciliation
  • Audit Retail of pass inventory
  • KPI that include metric report card
  • Interdepartmental communication with Indygo department and subcontractors
  • Experience in building SOP's
  • Data Entry
  • Experience using Flowbird, Swiftly, Hastus, Ecolane
  • Followed all company policies and procedures to deliver quality work.
  • Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.

Guest Service Representative

Extended Stay America
12.2020 - 01.2024
  • Greeted guests and provided information regarding hotel services, amenities, and local attractions.
  • Verified reservations by phone or in person.
  • Assisted guests with check-ins and check-outs in a timely manner.
  • Processed payments for room charges, taxes, and other incidentals as required.
  • Answered incoming calls from guests seeking reservations or general information.
  • Responded promptly to inquiries regarding availability of rooms and rates.
  • Performed daily cashiering duties including balancing accounts at end of shift.
  • Maintained cleanliness of lobby area and front desk counter.
  • Encouraged customers to provide feedback on their stay experiences.
  • Handled customer complaints professionally and efficiently.
  • Provided training to new team members on how to perform tasks correctly.

Sales Associate

Meijer
08.2018 - 12.2020
  • Greeted customers and provided exceptional customer service.
  • Provided accurate information about products, prices and services.
  • Restocked shelves as needed to ensure sufficient inventory levels.
  • Performed cashier duties such as accepting payments, issuing receipts and counting money back change.
  • Helped customers find specific products, answered questions and offered product advice.
  • Cashier

Team Lead

FedEx:Ground
09.2009 - 08.2018
  • Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
  • Developed strategies to increase team productivity and improve customer service levels.
  • Trained new staff in relevant processes and procedures.
  • Resolved escalated customer complaints or queries promptly and efficiently.
  • Monitored team performance against targets, taking corrective action where necessary.
  • Held regular one-on-one coaching sessions with staff members to encourage personal development.

Assistant Manager

Dots Fashions
03.2004 - 09.2009
  • Recruited and trained new employees to meet job requirements.
  • Delegated work to staff, setting priorities and goals.
  • Implemented training processes for newly hired employees and supervised department managers, shift leads and production personnel.
  • Secured revenue, accurately monitoring transactions and deposits to eliminate discrepancies.
  • Organized schedules, workflows and shift coverage to meet expected business demands.
  • Supervised daily operations including scheduling shifts, assigning duties.
  • Provided guidance and support to junior staff members on daily tasks, projects, and objectives.

Education

Indiana State University
Terre Haute, IN

Indiana University - Purdue University Indianapolis
Indianapolis, IN

Skills

  • Retail Desk
  • Reservation Management
  • Customer Service
  • Payment Processing
  • Documentation and Reporting
  • Microsoft
  • Customer Relations
  • Expert Problem Solving
  • Quality Assurance
  • Familiar With IndyGO Software
  • Dynamic Skills

Timeline

Service Quality Specialist

IndyGo
01.2024 - Current

Guest Service Representative

Extended Stay America
12.2020 - 01.2024

Sales Associate

Meijer
08.2018 - 12.2020

Team Lead

FedEx:Ground
09.2009 - 08.2018

Assistant Manager

Dots Fashions
03.2004 - 09.2009

Indiana State University

Indiana University - Purdue University Indianapolis

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Brittany Graves-Herring