Chanel B. Miles
Olney,MD
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. With over 8 years of providing the highest caliber customer service. Committed to learning, exceeding objectives, and exemplifying stellar work ethic.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Lead Concierge
Guardian Services, Inc.
11.2020 - 07.2023
- Train, mentor, and supervise the concierge team, ensuring consistent delivery of high-quality service.
- Conduct performance reviews, provide feedback, and foster a positive, collaborative work environment.
- Arrange and coordinate guest services like transportation, restaurant reservations, event tickets, and personal errands.
- Collaborate with other departments (housekeeping, maintenance, security) to fulfill guest needs and maintain smooth operations.
- Manage records of guest preferences, special requests, and feedback to personalize future experiences.
- Oversee budgets and expenses related to concierge services, ensuring cost efficiency.
- Prepare reports on guest satisfaction, service performance, and team productivity.
- Address guest issues swiftly and professionally, implementing effective solutions while minimizing disruption.
- Mediate conflicts among team members or between departments when necessary.
- Take initiative to resolve unexpected challenges and improve processes.
- Serve as a liaison between guests and hotel management, ensuring clear and efficient communication.
- Work closely with vendors and external service providers to guarantee high-quality service delivery.
- Provide detailed handovers to incoming shifts to maintain service continuity.
- Ensure the concierge team adheres to company policies, safety protocols, and service standards.
- Develop and implement best practices to enhance guest experiences.
- Maintain confidentiality and professionalism in handling sensitive information.
Virtual Customer Service Representative
Amazon
02.2018 - 11.2021
- Escalate complex issues to the appropriate department when necessary and follow up until resolved.
- Offer creative and effective solutions tailored to individual customer needs.
- Assist customers with placing, modifying, and tracking orders.
- Manage customer accounts, update personal information, and process returns or refunds.
- Ensure billing inquiries and payment issues are addressed accurately and in a timely manner.
- Guide customers through basic troubleshooting steps for products or digital services.
- Help customers navigate the company’s website, app, or customer portal.
- Identify and report technical issues or glitches to the IT or development team.
- Maintain detailed and accurate records of customer interactions and resolutions in the CRM system.
Guest Experience Representative
Bubbles Salon
10.2017 - 01.2020
- Provide detailed knowledge about company services, products, events, and policies.
- Assist guests with directions, reservations, and other logistical needs.
- Handle guest complaints patiently and professionally, finding timely and effective solutions.
- Facilitate smooth and efficient check-in and check-out processes.
- Support event registration, ticketing, and guest list management as required.
- Coordinate with interval teams (housekeeping, security, maintenance) to meet guest needs.
- Maintain accurate records of guest interactions, preferences, and feedback.
- Ensure guests adhere to safety guidelines and facility rules.
- Represent the company values and standards in every interaction.
Education
High School Diploma -
Paint Branch High School
Beltsville, MD05.2016
Skills
- Communication Skills
- Problem-Solving Abilities
- Technical Skills
- Time Management
- Adaptability and Flexibility
- Customer-Focused Mindset
- Collaboration and Teamwork
- Data Entry and Documentation
- Professionalism and Reliability
- Emotional Intelligence
Certification
- Certified Nursing Assistant, MD Board of Nursing, active
- Leadership Foundations Certification, Project Management Institute (PMI)
- Financial Accounting Foundations Certification, Quality Assurance ServiceM
- Certified Front Desk Representative, American Hotel & Lodging Institute
Timeline
Lead Concierge
Guardian Services, Inc.
11.2020 - 07.2023
Virtual Customer Service Representative
Amazon
02.2018 - 11.2021
Guest Experience Representative
Bubbles Salon
10.2017 - 01.2020
- Certified Nursing Assistant, MD Board of Nursing, active
- Leadership Foundations Certification, Project Management Institute (PMI)
- Financial Accounting Foundations Certification, Quality Assurance ServiceM
- Certified Front Desk Representative, American Hotel & Lodging Institute
High School Diploma -
Paint Branch High School
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