Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Dawn Kelshaw

Port Richey,FL

Summary

Dynamic customer service professional with extensive experience at Hyatt Corporation Call Center, excelling in reservation management and conflict resolution. Proven ability to enhance guest satisfaction through effective communication and team collaboration. Recognized for maintaining high service standards and efficiently managing guest inquiries, ensuring memorable experiences.

Overview

9
9
years of professional experience

Work History

Resort Associate

Hyatt Corporation Call Center
Omaha, NE
06.2021 - 06.2025
  • Assisted guests with inquiries and provided exceptional customer service.
  • Handled reservations and processed guest information efficiently.
  • Coordinated communication between departments to enhance guest experiences.
  • Resolved customer complaints promptly and effectively to ensure satisfaction.
  • Maintained knowledge of resort amenities and local attractions for guest recommendations.
  • Utilized reservation systems to manage bookings and availability accurately.
  • Responded promptly to customer inquiries via phone or email in a professional manner.
  • Responded promptly to guest inquiries and resolved issues to maintain high service standards.
  • Coordinated room assignments and special requests to enhance guest satisfaction.
  • Managed reservations system, ensuring accuracy in bookings and availability.

Guest Service Manager

Wendy's
Palm Harbor, FL
09.2016 - 06.2021
  • Supervised daily operations and staff in fast-paced restaurant environment.
  • Trained and mentored new team members on service standards.
  • Managed guest concerns and resolved issues to enhance satisfaction.
  • Coordinated schedules to ensure adequate staffing during peak hours.
  • Monitored food safety protocols and maintained cleanliness standards.
  • Conducted regular inventory checks to support supply management.
  • Fostered a positive work culture through effective communication and teamwork.
  • Provided support with day-to-day operational issues related to guest services.
  • Identified areas of improvement in order to maximize efficiency of operations.
  • Prepared weekly schedules for all guest service personnel.
  • Monitored customer service operations to ensure quality standards were met.
  • Collaborated with other departments within the organization to ensure smooth functioning of operations.
  • Ensured proper maintenance of facilities used by guests.
  • Created reports on daily transactions and sales activity for management review.
  • Gathered feedback from customers through surveys or other methods to measure satisfaction levels.
  • Maintained accurate records of all guest interactions, inquiries and complaints.
  • Managed inventory of supplies necessary for providing excellent customer service.

Education

High School Diploma -

Stroudsburg High School
Stroudsburg, PA
06-1987

Skills

  • Customer service
  • Reservation management
  • Conflict resolution
  • Guest relations
  • Communication skills
  • Team collaboration
  • Inventory management
  • Scheduling coordination
  • Team player attitude
  • Guest relations expertise
  • Data entry
  • Professional phone voice
  • Customer communications
  • Caller accomodations
  • Gathering information
  • Inbound phone calls
  • Call center customer service
  • Call control
  • Cash handling

References

References available upon request.

Timeline

Resort Associate

Hyatt Corporation Call Center
06.2021 - 06.2025

Guest Service Manager

Wendy's
09.2016 - 06.2021

High School Diploma -

Stroudsburg High School

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