Christian Berry
Phoenix,AZ
Overview
9
9
years of professional experience
Work History
Overnight Security
AC Hotel Tempe
Tempe, USA
04.2019 - Current
- Operations & Patrol: Maintained a safe, secure environment for a 159-room hotel property by conducting active daily patrols and proactively investigating suspicious activity or security concerns.
- Incident Management & Documentation: Managed and thoroughly documented all guest and employee incidents, ensuring precise record-keeping, compliance, and swift follow-up resolution.
- Proactive Prevention: Collaborated on the development and implementation of preventive safety programs and security policies, directly contributing to a reduction in property incidents.
- Guest Relations & Accessibility: Delivered high-touch, personalized assistance to guests requiring accessibility support, enhancing overall guest satisfaction while upholding safety standards.
CSE
the LEGO Group
Tempe, USA
01.2025 - 07.2026
- Multi-Channel Engagement: Provide friendly and efficient support via phone and email, handling a wide range of customer inquiries and topics.
- Relationship Building: Create lasting, positive connections with consumers through fun, enthusiastic, and empathetic interactions.
- Technical Problem Solving: Diagnose and resolve 'brick-based' product challenges using specialized internal tools, software, and IT platforms.
- Flexible Support: Maintain high service standards across a variety of shifts, including occasional weekend coverage.
Sr. Customer Support Specialist
Houzz
Tempe, USA
06.2019 - 07.2024
- Delivered advanced post-purchase support to resolve complex customer inquiries, driving high satisfaction and brand loyalty.
- Partnered directly with private-label brand teams to efficiently troubleshoot and resolve specialized product issues.
- Facilitated cross-functional communication between sellers, vendors, and logistics carriers to expedite order resolution and minimize delivery delays.
- Leveraged CRM tools and telephony systems-including Salesforce, NewVoiceMedia, and Dialpad-to track case lifecycles and streamline customer interactions.
Front Desk Agent/Night Auditor
AC Hotel Phoenix/Tempe
Tempe, USA
04.2019 - 05.2020
- Engineered and distributed daily revenue reports and financial statements to senior leadership, driving data-informed strategic decision-making.
- Delivered exceptional front-desk guest service, seamlessly managing check-in/out procedures, resolving billing inquiries, and executing special requests to maximize customer satisfaction.
- Executed daily audit and end-of-day rollover processes, ensuring 100% accuracy across all financial records and system balances.
Front Desk Agent and Night Auditor
AC Hotel Phoenix Biltmore
Phoenix, USA
09.2018 - 04.2019
- Spearheaded Pre-Opening Preparation: Contributed to a seamless hotel launch by building the Guest Service Directory and organizing stock, supplies, and storage facilities for Housekeeping, Laundry, and Guest Services.
- Front Desk Excellence: Welcomed guests, managed high-volume check-ins/check-outs, and delivered detailed information regarding hotel amenities, rates, and local attractions.
- Revenue Driven: Managed online and phone reservations while actively upselling facilities and upgraded room packages to maximize hotel occupancy and revenue.
- Guest Satisfaction & VIP Care: Handled guest inquiries and complaints promptly, coordinating directly with Housekeeping and management to arrange tailored services for VIPs and event groups.
- Financial Administration: Conducted daily cash drawer reconciliations, processed invoices, posted vendor checks, and resolved account discrepancies to ensure full audit compliance.
- Reporting & Forecasting: Maintained accurate booking/payment ledgers and assisted leadership with financial auditing and revenue forecasting.
Front Office Supervisor
Red Lion Inn & Suites Tempe
Tempe, USA
10.2017 - 07.2018
- Guest Experience & Operations: Delivered seamless, efficient check-in/check-out procedures for individual guests and large tour groups, consistently maintaining brand standards and data privacy compliance.
- Team Leadership & Management: Supervised, scheduled, and mentored Guest Service Representatives; interviewed, hired, and onboarded new personnel to build a high-performing front desk team.
- Shift & Desk Oversight: Directed daily front-desk workflow, assigned duties, audited staff accuracy, and stepped in as acting Shift Lead to assist the Front Desk Manager with overall property operations.
- Problem Resolution: De-escalated and resolved complex guest complaints on-site, significantly reducing escalations to corporate management.
- Financial Integrity: Managed secure payment collection, verified guest identification, and processed daily financial transactions with strict adherence to auditing and accounting controls.
- Training & Compliance: Conducted ongoing staff training on updated hotel policies, safety protocols, and guest service standards to ensure consistent operational excellence.
Timeline
CSE
the LEGO Group
01.2025 - 07.2026
Sr. Customer Support Specialist
Houzz
06.2019 - 07.2024
Overnight Security
AC Hotel Tempe
04.2019 - Current
Front Desk Agent/Night Auditor
AC Hotel Phoenix/Tempe
04.2019 - 05.2020
Front Desk Agent and Night Auditor
AC Hotel Phoenix Biltmore
09.2018 - 04.2019
Front Office Supervisor
Red Lion Inn & Suites Tempe
10.2017 - 07.2018