Summary
Overview
Work History
Education
Skills
Timeline
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BROOKE MASERANG

Euless,Texas

Summary

Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service.

Overview

12
12
years of professional experience

Work History

Reception Team Lead/Veterinary Assistant

Northwest Plaza Animal Hospital
03.2015 - Current
  • Coordinate patient scheduling, check-in, check-out, invoicing and processing payments for billing.
  • Promote clinic services and products through knowledgeable recommendations to pet owners based on their specific needs.
  • Conduct preliminary patient workups including gathering patient history, description of symptoms and document presenting condition.
  • Triage incoming patients to determine treatment needs and urgency of care.
  • Manage volume multi-line phone system.
  • Clearly and consistently communicate with team and clients.

Front Desk Agent

Hyatt Regency DFW
04.2022 - 01.2023
  • Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
  • Increased customer loyalty with exceptional communication skills and personalized service.
  • Maintained clean and organized front desk areas to uphold polished company image.
  • Supported sales efforts through upselling rooms, amenities, or special packages when appropriate.
  • Promoted hotel amenities and services to guests, enhancing their stay.
  • Promoted hotel brand's loyalty program via social media, email and direct mail.

Lead Receptionist/Resort Counselor

Animal America Pet Resort
09.2013 - 01.2015
  • Preformed office reception duties, such as greeting persons entering establishment, determining nature of visit, and schedule reservations.
  • Generated invoices and completed transactions.
  • Collaborated with other departments to facilitate seamless communication and information flow across the organization.
  • Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
  • Obtain necessary information concerning health, behaviors, potential allergies, and other health conditions to ensure proper care.
  • Supported management with accurate data entry, report generation, and record-keeping tasks to ensure smooth daily operations.

Education

High School Diploma -

Grapevine High School
04.2012

Skills

  • Customer service
  • POS systems
  • Detail-oriented
  • Flexible and adaptable
  • Organizational skills
  • Active listening
  • CRM software
  • Verbal and written communication
  • Scheduling

Timeline

Front Desk Agent

Hyatt Regency DFW
04.2022 - 01.2023

Reception Team Lead/Veterinary Assistant

Northwest Plaza Animal Hospital
03.2015 - Current

Lead Receptionist/Resort Counselor

Animal America Pet Resort
09.2013 - 01.2015

High School Diploma -

Grapevine High School

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BROOKE MASERANG