Summary
Overview
Work History
Education
Skills
Timeline
Generic

Clarissa Goodwin

Fort Mill,SC

Summary

With nearly two decades of experience in customer service and retail management, I have honed a comprehensive skill set in customer support and hospitality, consistently delivering superior service and leadership. My proven track record encompasses not only managing and prioritizing multiple assignments seamlessly but also thriving within team settings to surpass organizational objectives. My expertise extends through various operational facets including detailed auditing, meticulous record-keeping, accurate reporting, and efficient inventory management. I am adept at embracing significant responsibilities and leveraging opportunities for professional advancement, particularly in areas requiring strong leadership. My commitment to fostering the growth of both the organization and individual team members is evident in my hands-on approach to training and mentoring staff. I possess strong interpersonal and communication skills, crucial for negotiating the dynamic needs of customers and enhancing collaboration among diverse team members and executives. These capabilities enable me to contribute effectively to team cohesion and overall business success.

Overview

23
23
years of professional experience

Work History

Front Desk Agent/Loyalty Ambassador/Guest Services Supervisor

Omni Hotels & Resorts
Charlotte, NC
08.2021 - Current
  • Managed daily operations at the front desk of a busy 300-room hotel, ensuring prompt and courteous service to all guests.
  • Handled reservations using Opera PMS, including booking, modifications, and cancellations.
  • Resolved customer issues and complaints with professionalism, reducing escalation and improving guest satisfaction scores.
  • Provided information about hotel amenities, services, and local attractions.
  • Processed payments accurately and efficiently.
  • Enhanced guest loyalty by effectively promoting the benefits of the hotel's loyalty program.
  • Personalized guest interactions by using guest history data to anticipate needs and preferences, resulting in a improvement in guest satisfaction scores for return visits.
  • Managed and resolved guest concerns, turning potential negative experiences into positive ones, thus maintaining high retention rates of loyalty program members.
  • Conducted training sessions for front desk staff on best practices for customer engagement and upselling loyalty program memberships.
  • Served as the primary point of contact for loyalty program inquiries, providing prompt and accurate information to members.
  • Proactively identified opportunities to enroll new members in the hotel's loyalty program during guest interactions, resulting in a significant growth of the membership base.
  • Tracked and analyzed guest feedback from loyalty members to continually improve the program offerings and address any recurring issues.
  • Supervised daily operations of hotel front desk in absence of manager.
  • Interacted with guests on a daily basis providing friendly service while addressing their needs efficiently.
  • Adhered strictly to organizational policies and procedures when dealing with customers' queries and complaints.

GSR/Night Auditor

Wingate by Wyndham
Columbia/Lexington
07.2010 - 03.2020
  • Provided excellent customer service to guests upon arrival to the hotel ensuring an efficient and courteous check-in process
  • Completed reservation cancellations and confirmations in compliance with documented policies and procedures
  • Processed financial transactions, completed bookkeeping, and provided daily revenue reports to leadership
  • Reconciled and closed guest accounts for accuracy
  • Partnered with management to ensure customer needs and expectations were being met
  • Trained current staff and new team members on new and changing processes.
  • Processed guest check-outs, including payment processing and providing receipts.
  • Compiled daily reports on hotel activity such as room occupancy, revenue totals, and other statistics.
  • Performed nightly audits of all cashiering staff by verifying accuracy of shift paperwork and balancing accounts.
  • Completed end-of-day reconciliations of cash drawers and credit card transactions.
  • Reported any discrepancies immediately upon discovering them.
  • Audited and balanced cash and credit transactions daily and reset register for next day's operations.
  • Ran end-of-day computer functions and closed out reports, submitting details to General Manger for review.
  • Performed balance procedures for hotel accounts and resolved discrepancies.
  • Documented wake-up requests and set up automatic calls in system.

Pats Pro/Delivery

Advance Auto Parts
Columbia
08.2009 - 02.2020
  • Knowledgeable of automotive parts and systems, and utilized various systems including POS and parts look up to meet customer requests
  • Worked with team to manage story inventory including truck put away, shoot outs, cycle counts and back stock
  • Regularly achieved personal and store sales goals and service objectives; Submitted daily report of credit accounts
  • Possess strong understanding of strategies to increase profits through knowledge of the market, competition, and customer demands
  • Efficiently communicated with team members and dispatched drivers to ensure that delivery standards were achieved
  • Pulled and staged parts for customer orders, returns and cores, and delivered parts to customers as needed.
  • Worked closely with vendors to ensure timely delivery of purchased items.
  • Ensured that all received items were checked against purchase orders and supplier invoices.
  • Maintained accurate logs of working hours or of vehicle service or repair status, following applicable state and federal regulations.
  • Followed delivery instructions from dispatchers or other personnel regarding routes, deliveries or pickups.
  • Delivered customer orders to homes and places of business within established time frames.

Front Desk Manager

Sleep Inn and Suites
Columbia, SC
01.2004 - 08.2009
  • Reviewed performance in relation to compliance with company policies and audit results
  • Marketed the hotel and ensured that maximum revenue was achieved for all room sales
  • Partnered with reservations, front office, and sales team to maximize occupancy, rate, and revenue opportunities
  • Maintained statistical-financial records and prepared forecasting reports
  • Resolved customer inquiries and escalations.
  • Greeted guests upon arrival and checked them in to their rooms.
  • Organized daily room assignments and ensured all necessary paperwork was completed accurately.
  • Performed cashier duties such as taking payments, balancing accounts, handling refunds and resolving any discrepancies that arose.
  • Supervised a team of 3 front desk agents ensuring tasks were completed efficiently and effectively.
  • Assisted with training new staff members on front desk procedures and policies.
  • Coordinated check-out processes including verifying room charges, collecting payment and issuing receipts.
  • Supervised front desk operations, enabling guests to receive superior customer service from hotel staff.
  • Managed guest check-in and check-out procedures, reservations and payments.
  • Oversaw cash and credit card payment transactions at the front desk.
  • Replied to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
  • Handled payment processing and provided customers with receipts and proper bills and change.

Customer Service Specialist

BlueCross BlueShield of South Carolina
Columbia
05.2001 - 01.2004
  • Enrolled Medicare recipients into prescription drug plans and assisted in accessing applicable cost-sharing programs
  • Advised customers of eligible health insurance and prescription drug plans and benefits available to them
  • Collected required medical and financial documentation and processed medical claims for collections
  • Identified and reported cases of potential insurance fraud and abuse.
  • Provided assistance to customers in navigating website, placing orders, and resolving complaints.
  • Conducted outbound calls to follow up on surveys or solicit additional business opportunities.
  • Ensured compliance with all applicable laws related to consumer protection regulations.
  • Upheld quality control policies and procedures to increase customer satisfaction.
  • Answered inbound calls, chats and emails to facilitate customer service.

Education

High School Diploma -

Benedict College
Columbia, SC

Skills

  • Customer Service
  • Computer Proficiency
  • Empathy and Patience
  • Training
  • Communication skills
  • Interpersonal Skills
  • Data Entry
  • Multitasking
  • Upselling Abilities
  • Dispute resolution
  • Time Management
  • Familiarity with Hospitality Industry Standards
  • Cultural Awareness
  • Sales and Cash Handling
  • Compliance and Auditing
  • Accounts Receivable/Payable
  • Policy research and review
  • Microsoft Office
  • Inventory Management
  • Problem Solving
  • Front Office Support
  • Guest Relations
  • POS Systems
  • Guest Services
  • Front Desk Management
  • Property Management Systems
  • Administrative Skills
  • Hospitality services

Timeline

Front Desk Agent/Loyalty Ambassador/Guest Services Supervisor

Omni Hotels & Resorts
08.2021 - Current

GSR/Night Auditor

Wingate by Wyndham
07.2010 - 03.2020

Pats Pro/Delivery

Advance Auto Parts
08.2009 - 02.2020

Front Desk Manager

Sleep Inn and Suites
01.2004 - 08.2009

Customer Service Specialist

BlueCross BlueShield of South Carolina
05.2001 - 01.2004

High School Diploma -

Benedict College
Clarissa Goodwin