Donna Medlam
San Diego,CA
Summary
Detail-oriented professional with a strong focus on enhancing guest experiences and maintaining high service standards. Skilled in conflict resolution with a proven ability to build positive experiences through effective communication and problem-solving skills.
Overview
8
8
years of professional experience
Work History
LLC Host Air BNB
Self Employed
San Diego, California
01.2024 - 01.2026
- Maintained impeccable cleanliness and stock levels to ensure properties were always guest-ready.
- Delivered prompt, professional communication to enhance guest satisfaction during their stay.
- Focused on presentation and hospitality to elevate overall guest experiences.
- Addressed and resolved issues swiftly to maintain high service standards.
Fork Lift Operator
Harborside Refrigerated Services
San Diego, California
02.2024 - 11.2025
- Operated forklifts to efficiently transport products within refrigerated warehouse, maintaining optimal organization.
- Loaded and unloaded pallets, ensuring precise placement in storage areas to maximize space utilization.
- Conducted routine inspections on equipment, ensuring safe and efficient operation to minimize downtime.
- Followed safety protocols to minimize risks in a cold storage environment.
- Moved freight, stock and other materials to and from storage and production areas and loading docks.
- Maintained current forklift training and certification to meet company policies.
Call Center Representative for State Parks
Ace Parking Management
San Diego, California
03.2022 - 01.2023
- Managed a high volume of inbound calls, assisting visitors with park information, trip planning, and recreational recommendations.
- Scheduled parking reservations and processed park entry and pass purchases.
- Delivered accurate information on park maps, hiking trails, amenities, and visitor services, enhancing guest experiences.
- Entered and maintained customer records in the reservation system while ensuring data accuracy and confidentiality.
- Processed credit card transactions, refunds, cancellations, and rescheduled reservations.
- Resolved billing issues and customer concerns efficiently, improving overall satisfaction.
- Upheld high standards of customer service, ensuring visitor satisfaction and seamless trip planning.
Answering Service Operator
Answer California
El Cajon, California
05.2018 - 05.2022
- Managed incoming calls and provided timely responses to client inquiries.
- Utilized call routing software to connect clients with appropriate resources.
- Maintained accurate records of customer interactions and service requests to support effective follow-up.
- Collaborated with team members to enhance response times and service quality, improving overall customer satisfaction.
- Developed scripts for call handling to enhance consistency in customer service.
- Addressed customer complaints effectively, resulting in consistently positive experiences for clients.
- Maintained a professional attitude while handling difficult situations.
- Managed multiple tasks simultaneously without compromising quality of work.
- Updated existing customer accounts with recent contact information.
- Took messages from callers and accurately relayed details to intended staff.
Education
High School Diploma -
Hilltop High
Chula Vista06-1990
Skills
Property management
- Online reservations
- Customer service
- Guest complaint resolution
- Call center customer service
- Call handling
- Inbound/Outbound phone calls
- Payment processing
- Logging call information
- Answering questions
- Customer engagement
- Call center operations
- Technical support
- POS Systems Square, Clover, Lightspeed, NCR, Verifone, Ingenico
- Proficient in Microsoft 365, Teams, Google Workspace, Zoho, Apple iWork
- Call Center/CRM Zen Desk, Fresh Desk, Ring Central
- Process improvement
- Attention to detail
- Task prioritization
- Problem solving
- Effective communication
- Verbal and written communication
- Active listening
- Detail-oriented
- Multitasking proficiency
- Strong interpersonal skills
- Team player mentality
- Positive and professional
- Conflict resolution
- Inventory control
- Answering questions
- Customer relationship management
- Communication skills
Timeline
Fork Lift Operator
Harborside Refrigerated Services
02.2024 - 11.2025
LLC Host Air BNB
Self Employed
01.2024 - 01.2026
Call Center Representative for State Parks
Ace Parking Management
03.2022 - 01.2023
Answering Service Operator
Answer California
05.2018 - 05.2022
High School Diploma -
Hilltop High