Carla Jane Burcham
Key Largo,FL
Summary
Customer-focused hospitality and retail professional with strong communication skills and service mindset.,Takes initiative to assess guest and customer needs, handle special requests, and strengthen repeat business.,Brings 10+ years of relevant experience, sound judgment, and dependable support for team goals through problem solving and task prioritization.
Overview
9
9
years of professional experience
Work History
Retail Sales Consultant
Xfinity Comcast
Key Largo, FL
10.2024 - Current
- Conducted consultative sales conversations to match customers with Xfinity internet, mobile, and entertainment solutions.
- Demonstrated product features, pricing, and promotions to support informed purchase decisions.
- Resolved billing, service, and account questions while maintaining professional customer experience.
- Processed activations, upgrades, and service changes using retail sales systems and order tools.
- Supported store goals by identifying customer needs and recommending appropriate package options.
- Coordinated with team members to manage daily store operations and service flow.
- Applied knowledge of company products and policies to handle objections and close sales effectively.
- Enhanced customer loyalty by offering tailored solutions that met individual needs.
- Resolved customer complaints promptly, maintaining a positive brand image.
- Handled cash transactions accurately while adhering to established security procedures.
- Used consultative sales techniques to understand customer needs and recommend relevant products and services.
- Trained new employees on store policies, procedures, and best practices for superior customer service.
- Boosted customer satisfaction by providing exceptional service and product knowledge.
- Provided accurate information about promotions, customer programs, and products, helping drive high customer retention.
- Stayed up-to-date on industry trends to better educate customers on new products and offerings.
- Managed inventory levels, ensuring optimal stock availability and minimal waste.
- Maintained a clean and organized store environment, enhancing the overall shopping experience for customers.
- Developed strong relationships with clients, leading to repeat business and increased referrals.
- Greeted customers and helped with product questions, selections, and purchases.
- Greeted customers and provided outstanding customer service.
Front Desk Receptionist
Key Largo Inn
Key Largo, United States
08.2023 - 10.2024
- Verified guest payment and contact information.
- Assisted with administrative tasks such as photocopying, scanning, and filing documents.
- Organized office supplies inventory and placed orders.
- Sorted and distributed mail to employees within company.
- Greeted visitors and provided general information about organization.
- Liaised with building management to address maintenance issues in common areas or office spaces.
- Ensured reception area remained clean, organized, and presentable throughout day.
- Answered incoming calls, directed them to appropriate personnel, and took messages.
- Managed mail, packages and courier deliveries in and out of office.
- Maintained well-organized physical and digital records.
Housekeeper
Mariners Club
Key Largo, United States
07.2022 - 07.2023
- Reported equipment and product needs in advance.
- Followed established safety precautions when mixing chemicals and using equipment.
- Completed pre-cleaning tasks to prepare rooms for deep cleans.
- Selected best cleaning solution to tackle various materials.
- Demonstrated initiative to complete housekeeping tasks with minimal supervision.
- Moved furniture to carry out deep cleans.
- Reported observations concerning equipment wear, defects and malfunctions.
- Cleaned target number of homes weekly to desired standard.
- Removed soiled sheets and towels to replace with fresh linens.
- Gathered adequate supplies prior to shift start for smooth workflow.
- Completed cleaning duties on time and according to schedule.
- Removed and disposed of trash appropriately.
- Upheld company policies regarding confidentiality and security of guest belongings.
- Pinteracted professionally with guests while providing exceptional customer service.
- Reported any maintenance issues or damages to management immediately.
- Managed time effectively to complete assigned tasks within allotted schedules.
Housekeeping Manager
Key Lime Sailing Club
Key Largo, United States
01.2021 - 07.2022
- Coordinated staff schedules to meet forecasted housekeeping needs.
- Created detailed checklists for each area of responsibility in order to maintain consistent cleaning standards across property.
- Implemented safety procedures for use of chemicals, equipment, and tools by housekeeping staff.
- Scheduled housekeeping staff shifts, ensuring adequate coverage for all areas.
- Worked with purchasing department to maintain cleaning supply and equipment inventory.
- Monitored guest satisfaction scores related to cleanliness; made adjustments as needed in response to feedback.
- Ordered necessary cleaning supplies and equipment, maintaining inventory levels within budget constraints.
- Fostered positive work environment through effective communication and teamwork among staff members.
- Addressed guest concerns regarding housekeeping issues and resolved problems promptly.
- Reviewed employee timesheets for accuracy before submitting payroll information to management.
- Enforced company policies and guidelines among housekeeping department staff.
- Collaborated with front desk and maintenance teams to address any guest needs or room issues quickly.
Door-To-Door Sales Representative
MaxxSouth Broadband
Booneville, United States
02.2019 - 08.2020
- Participated in ongoing training programs to enhance product knowledge and selling techniques.
- Built rapport with prospective clients by asking open-ended questions and actively listening.
- Canvassed neighborhoods to connect with potential customers and build connections with prospects.
- Developed customized sales pitches for different target audiences based on demographics and interests.
- Exceeded monthly quotas consistently through effective prospecting and time management skills.
- Adapted communication style according to personalities of individual prospects for better engagement.
- Handled paperwork and accounts with strong attention to detail, including setting up contracts and accepting payments.
- Strengthened relationships with existing customers by providing after-sales support or offering additional services.
Restaurant Waiter
Outback Steakhouse
Tupelo, United States
03.2018 - 02.2020
- Supported bussers with table-cleaning during high-volume shifts.
- Followed safety, sanitization and food handling guidelines.
- Listened to guest needs and responded promptly for personalized service.
- Entered orders into computer system to coordinate with kitchen staff.
- Communicated professionally with customers, colleagues, and supervisors.
- Processed credit card transactions, gift cards, and cash payments.
- Explained details for new menu items and daily specials.
- Assigned and arranged tables for large groups.
- Kept food service and preparation areas clean and neat.
- Participated in team meetings discussing upcoming events, promotions, or changes within restaurant environment.
- Completed side work tasks such as rolling silverware, polishing glassware, or refilling condiments during downtime periods.
- Maintained knowledge of current menu offerings, ingredients, preparation methods, and dietary restrictions.
- Assisted other servers in maintaining clean dining areas during busy times.
- Provided exceptional customer service by addressing and resolving guest concerns or complaints.
Restaurant Waiter
Waffle House
Tupelo, United States
10.2017 - 02.2019
- Ensured correct preparation of all ordered items, including special dietary requests.
- Processed cash, credit card, and gift card transactions using restaurant's point-of-sale system.
- Performed regular table checks to ensure customer satisfaction with their dining experience.
- Took customer orders accurately and relayed them to kitchen staff.
- Assisted with opening and closing duties including cleaning tasks, restocking supplies, and preparing tables for next service.
- Balanced cash drawer at end of shift to ensure accurate accounting of daily sales.
- Fostered welcoming atmosphere by engaging customers in friendly conversation while they waited for their orders.
- Maintained clean tables by clearing dishes, silverware, and glassware as needed.
- Greeted customers promptly upon arrival and provided them with menus.
- Crosstrained as host/hostess or busser when needed to support overall team efficiency.
- Addressed any customer complaints or concerns professionally and efficiently.
- Served food and beverages according to predetermined timing and sequence.
- Worked closely with other waitstaff members to provide seamless service during busy times.
- Satisfied customers with fast, friendly food service.
Education
Associate in Science (A.S.) - Computer Science
Post University
Online, United States07-2026
Certification - Cosmotology
Tupelo Academy of Cosmotology
Tupelo, United States05-2016
High School - undefined
Pennfoster
Online, United States10-2015
Skills
Appointment confirmation
File Organization
Staff Management
Customer Service
Inventory Control
Hospitality best practices
Guest Relations
Cash Handling
Problem-solving skills
Verbal communication
Customer satisfaction
Product recommendations
Collecting payments
Trend awareness
Handling customer complaints
Building rapport
Product merchandising
Teamwork and collaboration
Timeline
Retail Sales Consultant
Xfinity Comcast
10.2024 - Current
Front Desk Receptionist
Key Largo Inn
08.2023 - 10.2024
Housekeeper
Mariners Club
07.2022 - 07.2023
Housekeeping Manager
Key Lime Sailing Club
01.2021 - 07.2022
Door-To-Door Sales Representative
MaxxSouth Broadband
02.2019 - 08.2020
Restaurant Waiter
Outback Steakhouse
03.2018 - 02.2020
Restaurant Waiter
Waffle House
10.2017 - 02.2019
High School - undefined
Pennfoster
Certification - Cosmotology
Tupelo Academy of Cosmotology
Associate in Science (A.S.) - Computer Science
Post University