Summary
Overview
Work History
Education
Skills
Timeline
Generic

Heaven-Leigh Dery

Cleveland,OH

Summary

Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers a strong background in customer relations and communication.

Overview

7
7
years of professional experience

Work History

Front Desk Concierge

The Lumen
09.2023 - Current
  • Acquired in-depth knowledge of the surrounding area to offer residents information about dining options, entertainment, and shopping activities.
  • Answered customer telephone calls promptly and appropriately handled needs.
  • Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
  • Greeted residents upon arrival by providing a warm welcome.
  • Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
  • Handled guest complaints promptly, ensuring swift resolution and fostering positive relationships with customers.
  • Utilized reservation software proficiently to manage bookings and track important guest details accurately.
  • Maintained a clean and organized front desk area, contributing to a welcoming atmosphere for guests.
  • Learned and adapted quickly to new technology and software applications such as the Property Management software, Entrata.

Guest Services Associate

The Ohio State Reformatory
07.2021 - 07.2023
  • Checked guests in for the appropriate historic tours, whether the tickets were prepaid, or bought onsite.
  • Performed daily routine tasks as necessary as Front Desk associate or Museum Store associate.
  • Provided guests with information on local attractions, restaurants, and transportation services to enhance their stay.
  • Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
  • Welcomed guests on arrival, displaying professional and friendly approach.
  • Explained museum policies and procedures to guests upon check-in.
  • Enhanced membership sales by providing excellent customer service and staff management.
  • Answered phones with professionalism and directed calls appropriately.
  • Entertained tour guests with various props and signs for maximum engagement, fun, and lasting memories.
  • Fostered a positive learning environment for school group visits through interactive tours designed specifically for younger audiences.
  • Built personal relationships with guests to promote positive experiences.
  • Managed crowds efficiently during busy periods, ensuring all guests received an enjoyable museum experience without feeling rushed or overwhelmed.
  • Informed tour members of safety risks associated with attractions, confirming customer security.

Beauty Advisor

Ulta Beauty Inc.
10.2020 - 05.2021
  • Worked to meet or exceed special targets for credit card applications, special donations and specific product promotions.
  • Maintained an organized and visually appealing product display, resulting in increased customer interest and engagement.
  • Used in-store system to locate inventory and place special orders for customers.
  • Listened to customer needs and desires to identify and recommend optimal products.
  • Fostered a welcoming environment by greeting clients upon arrival and offering refreshments during consultations or service appointments.
  • Answered customer questions about products and services, helped locate merchandise, and promoted key items.
  • Increased sales revenue by effectively upselling and cross-selling beauty items based on client needs.
  • Identified skin and hair needs of customers to provide assistance in choosing best products.
  • Educated customers on proper product usage techniques, fostering confidence in their ability to replicate results at home.
  • Assisted clients in selecting appropriate skincare routines, resulting in improved skin health and overall satisfaction.
  • Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
  • Proven ability to learn quickly and adapt to new situations.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Maintained counter and display areas for cleanliness and organization.

Life Coach

Life Transition Services
10.2016 - 08.2017
  • Empowered clients to achieve personal and professional goals through tailored coaching sessions.
  • Assessed patient behavior, moods, and other responses to determine correct diagnosis and devise treatment plans.
  • Listened to clients' concerns and provided encouragement and support.
  • Developed goal-oriented psychoeducational and activity therapy groups to improve clients' level of functioning.
  • Provided comprehensive case management services, created treatment plans, and connected clients and families to appropriate resources.
  • Partnered with clients to develop effective strategies for work-life balance, leading to enhanced overall well-being and satisfaction.
  • Displayed sensitivity to cultural and linguistic needs of clients and families served.
  • Assessed clients' needs to provide appropriate therapeutic interventions.
  • Utilized active listening skills to identify underlying client needs and develop targeted strategies accordingly.
  • Determined clients' risk of self-harm or other dangerous behaviors.
  • Designed safe and supportive environment for clients to discuss issues.
  • Guided clients to overcome limiting beliefs and barriers, resulting in increased self-confidence and personal empowerment.
  • Assisted clients in exploring feelings and understanding behaviors.
  • Documented behaviors, treatments and non-compliance issues.

Education

Bachelor of Arts - Art History

Castleton University
Castleton, VT
05.2022

Skills

  • Guest Relations
  • Knowledge of local area
  • Flexible Schedule
  • Detail Oriented
  • Reservation coordination
  • Tourism industry knowledge
  • Computer Skills
  • Time Management
  • Teamwork and Collaboration
  • Good Telephone Etiquette
  • Public Speaking

Timeline

Front Desk Concierge

The Lumen
09.2023 - Current

Guest Services Associate

The Ohio State Reformatory
07.2021 - 07.2023

Beauty Advisor

Ulta Beauty Inc.
10.2020 - 05.2021

Life Coach

Life Transition Services
10.2016 - 08.2017

Bachelor of Arts - Art History

Castleton University

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Heaven-Leigh Dery