Halle Rolfe
Salt Lake City,UT
Summary
Aspiring to leverage my diverse background in customer-centric roles spanning retail, customer service, and hospitality, along with proficiency in Microsoft Office, Adobe Creative Suite, organizational leadership, and problem-solving, to excel as a leader within Delta Airlines. With a proven track record of delivering exceptional customer care and honed people skills, I am committed to further enhancing my capabilities, driving operational excellence, and contributing effectively to Delta Airlines.
Overview
5
5
years of professional experience
Work History
Customer Care Specialist
Delta Air Lines
04.2023 - Current
- Proven track record of resolving customer issues efficiently and effectively through consistent on par or above scores on Call Handling Metrics
- Experienced in handling high-volume inbound calls and maintaining composure under pressure
- Received positive feedback from customers for patience, professionalism, and problem-solving abilities
- Improved call processes by collaborating and working with teams and coworkers to better improve handling of customer experiences
- Continually volunteering to work and help different ACE class, both SSS and PSS
- Helped create and present refresher courses for other phone agents on Knowledgeable skills and applicable skills
- Work one on one with other agents on their call handling and survey metrics to improve them by additional 1%.
Front Desk Receptionist
Daniels Summit Lodge
01.2021 - 08.2023
- Maintained an organized reception area, welcoming and assisting all guests and clients
- Handled customer inquiries, providing excellent customer service and resolving issues promptly
- Demonstrated strong communication skills by effectively coordinating with other hotel departments for guest stays and property events
- Managed high-volume check-ins and check-outs while providing excellent customer service
- Lead a team of 8 including handling all scheduling and payroll
- Oversaw the planning, organization, and execution of at least 10 corporate gatherings a year that are held on the resort property.
- Scheduled, coordinated and confirmed appointments and meetings for guests and other departments.
Head of Housekeeping
Daniels Summit Lodge
03.2022 - 04.2023
- Supervised and trained a team of 4 housekeeping staff in daily cleaning operations of the resort property
- Implemented and maintained high standards of cleanliness and organization throughout the hotel and resort
- Trained and mentored all new personnel to maximize quality of service and performance.
- Completed schedules, shift reports, and other business documentation.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Developed and managed schedules, inventory, and budgets for the housekeeping department
- Collaborated with other departments to ensure guest satisfaction and smooth operations
- Conducted regular inspections and maintained inventory of cleaning supplies
- Exhibited good leadership and organizational skills within the environment of the resort
- Maintained 6 accounts that pertained to the daily and yearly operations.
Sales Consultant
Men's Wearhouse
06.2019 - 06.2020
- Demonstrated excellent customer service skills in assisting clients with purchasing decisions
- Collaborated with team members to drive sales strategies and achieve department goals
- Collaborated with clients to build personalized wardrobes for special occasions
- Conducted fittings and alterations to ensure garments fit perfectly and met client expectations
- Managed Financial constrictions and time for customers
- Consistently exceeded monthly sales targets by developing strong client relationships
- Skilled in conducting product demonstrations and providing excellent customer service
- Consistency maintained one of the top 10 in number of sales for the whole regions (region included; Utah, Idaho, Wyoming, Nevada, Arizona, and New Mexico).
- Used consultative sales techniques to understand customer needs and recommend relevant products and services.
- Implemented up-selling strategies, encompassing recommendation of accessories and complementary purchases.
- Increased sales by fostering relationships with customers, implementing business strategies and suggesting areas for improvement.
Education
Associate of Arts and Sciences-AAS Photography -
Utah Valley University
Orem, UTSkills
- Team Work
- Handling High End/ Valued Cliental
- Retail and Sales
- Communication and Leadership
- Problem-solving
- Customer service excellence
- Hotel Management
- Strategic Thinking
- First Call resolution
- Vendor interaction
- Special Event Coordination
- Office and staff streamlining
- Guest services management
Timeline
Customer Care Specialist
Delta Air Lines
04.2023 - Current
Head of Housekeeping
Daniels Summit Lodge
03.2022 - 04.2023
Front Desk Receptionist
Daniels Summit Lodge
01.2021 - 08.2023
Sales Consultant
Men's Wearhouse
06.2019 - 06.2020
Associate of Arts and Sciences-AAS Photography -
Utah Valley University
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