CHASITY WHIPP
Des Moines
Summary
Hospitable Guest Services Supervisor with 10+ years of experience. Outstanding memory for detailed, specialized customer care plans and successful at maintaining long-term, individualized relationships with return clients. Looking to bring high standards of welcoming guest support to a Customer Focused company.
Overview
19
19
years of professional experience
Work History
Sales Supervisor
Lucky Brand
01.2023 - Current
- Supervised staff successfully, utilizing effective communication and dynamic interpersonal skills.
- Worked jointly with team members to assist with closing sales, cross-selling and upselling of products and services.
- Trained team members in successful strategies to meet operational and sales targets.
- Effectively coached team members to reach weekly and monthly sales goals.
- Mentored sales team in applying effective sales techniques and delivering top-notch customer service.
- Checked store merchandise regularly for proper display and replenishment.
- Provided leadership, guidance and direction to sales team members, offering assistance with any need at any time.
- Trained and coached sales team members on best practices for customer service and sales techniques.
- Built strong relationships with clients by following up on previous purchases and suggesting new products.
Service Specialist II
American Equity Investment Life Insurance
09.2021 - Current
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Updated account information to maintain customer records.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Followed instructions from supervisor regarding daily job tasks and duties.
- Positively engaged with customers and maintained professional appearance as company representative.
- Assisted with training team on DILO
- Mentored and job shadowed with service team members to prepare them for their new roles and continue to
- Apart of the pilot team to test and help launch the new Genesys phone system
- Encourage and value the ONE TEAM leadership to my peers
- Consistently kept my ACW down to 1 min or less
- Handled all training courses as they are assigned
- Completed training on processing partial withdrawals
- Assisted in other departments taking calls in claims and new business
- Adjust my schedule to help accommodate call volume
- Make my self available to work overtime as needed
- Participate in team meetings and overall company meetings
- Confident in de-escalating calls
- Volunteered with American Equity partners to work in the community and at American Equity sponsored events
- Complete all processing tasks assigned to me in a timely manner
- Maintain above department quality goals
Guest Service Supervisor
Holiday Inn Airport Conference Center
12.2004 - Current
- Kept employees satisfied and productive with a collaborative and open approach
- Conducted job training for Front Desk employees and managed the ongoing training to meet franchise requirements
- Managed guest check-in and check-out procedures
- Delivered new hire and recurrent training to maximize team productivity and compliance with standards
- Created and managed effective strategies for optimizing guest experiences and promoting loyalty
- Distributed company correspondence, including memos and updates to reinforce and apprise departments and divisions of corporate objectives and developments
- Liaised with customers, addressed inquiries, handled meeting requests and answer billing questions to provide outstanding customer care
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process
- Arranged special accommodations for guests to maintain optimal satisfaction
- Worked with Front Desk Manager and Sales department to meet all incoming guest needs, smooth check-in processes and maximize satisfaction
- Created exceptional experiences for our VIP guests
- Answered phones, responded to customer inquiries and transferred calls to appropriate staff members
- Monitored reservations to track incoming parties and special events
- Facilitated front desk operations for busy high-volume hotel
- Collaborated with housekeeping and maintenance staff to address and mitigate facility issues
- Posted room charges such as food, liquor and telephone calls based on individual customer actions
- Handled payment processing duties and provided customers with receipts and proper bills and change
- Cultivated professional relationships with guests through active response and dedicated assistance, improving customer retention
- Secured guest valuables in main safe or individual boxes
- Addressed and welcomed large volume of guests to business per day, improving overall customer service and engagement
- Set guest and group reservations and processed check-ins and check-outs
- Verified and collected client payments
- Managed guest check-in and check-out procedures, reservations, and payments
- Responded to inquiries and room requests made online, by phone or email
- Managed customer complaints and rectified issues to complete satisfaction
- Greeted, registered and assigned guests to rooms
- Contacted customers and guests to confirm reservations
- Received all incoming calls and coordinated with hotel staff to fulfill requests and resolve issues.
Sales Manager
Maurices, A Division Of Ascena Retail Group
01.2022 - 10.2022
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Resolved customer issues quickly to close deals and boost client satisfaction.
- Conducted team meetings to reinforce goals and objectives and set clear expectations about policies and procedures.
- Coached and counseled sales personnel, assisting with individual selling efforts and helping sales representatives reach targets.
- Coached employees in successful selling methods and encouraged cross-selling to drive revenue.
- Grew sales and boosted profits, applying proactive management strategies and enhancing sales training.
- Built relationships with customers and community to establish long-term business growth.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Utilized metrics to modify low-performing sales and marketing programs and plans to increase effectiveness.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
Education
High School Diploma -
Lincoln High School Des Moines
Skills
- Resolving disputes
- Customer relationship management
- Optimizing team performance
- Guest engagement strategies
- Store Merchandising
- Task Delegation
- Product and Service Sales
- Meeting Quotas
- Tracking Sales Metrics
Timeline
Sales Supervisor
Lucky Brand
01.2023 - Current
Sales Manager
Maurices, A Division Of Ascena Retail Group
01.2022 - 10.2022
Service Specialist II
American Equity Investment Life Insurance
09.2021 - Current
Guest Service Supervisor
Holiday Inn Airport Conference Center
12.2004 - Current
High School Diploma -
Lincoln High School Des Moines