Ivy Han
Denver,CO
Summary
Experienced and enthusiastic customer service representative with 4 years of telephone and in person customer service experience, including inbound and outbound sales, scheduling, and customer care. Resilient and flexible with handling diverse issues, and quick to problem-solve. Reliable representative possessing dynamic interpersonal expertise for developing strong customer relationships. Focused communicator fostering favorable service applications for maximizing customer interest and satisfaction.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Client Experience Representative
Kickin' It Kids Gym
2023.05 - Current
- Assisted guests with check-ins and online reservations
- Answered and managed high volume of phone calls, consistently providing prompt and courteous assistance to customers
- Handled guest check-ins with efficiency and professionalism, ensuring positive experience for all visitors
- Managed scheduling of classes and memberships, demonstrating strong organizational skills to optimize resource allocation
- Proactively engaged in sales activities, achieving and exceeding set sales targets through effective communication and persuasion
- Demonstrated multitasking abilities by efficiently handling various responsibilities such as phone inquiries, guest check-ins, class scheduling, and sales transactions.
- Prepared customer invoices, accepted payments, and processed refund and cancellation requests.
- Assisted in training new hires and offered ongoing support to help them reach their full potential.
Front Desk Representative and Supervisor
Goldfish Swim School
2020.11 - 2023.05
- Provided excellent customer service and managed online scheduling
- Actively engaged in sales activities, contributing to growth and success of swim school
- Reached outbound call target goal of 100 calls per day
- Managed and resolved customer concerns and issues promptly, maintaining high level of customer service
- Adapted to changing schedules and demands, showcasing flexibility and adaptability in dynamic swim school environment
- Supervised and provided constructive feedback to swim instructors, contributing to their professional development and enhancing overall teaching quality.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Enhanced guest satisfaction by efficiently managing check-ins and check-outs at front desk.
- Managed phone lines effectively, reducing hold times and directing calls appropriately for improved communication across departments.
- Processed and handled online and cash payments.
Lifeguard and Check-In Agent
Gaylord Rockies Hotel And Resort/JEM
2020.01 - 2020.11
- Participated in ongoing professional development opportunities to stay current on best practices in lifeguarding and water safety education.
- Assisted swimmers in distress using appropriate rescue techniques based on individual needs and circumstances.
- Educated patrons on safety protocols and enforced safety rules.
- Complied with pool policies and procedures and offered suggestions to staff to maximize safety awareness.
- Greeted guests upon arrival by providing warm welcome.
- Resolved guest complaints and discrepancies in prompt and courteous manner.
- Responded to guest inquiries, complaints and special requests to increase customer satisfaction.
- Checked-in guests through portal
Education
Bachelor's Degree - Biology
University of Colorado Denver
Denver, CO05.2026
High School Diploma -
Denver School of Science And Technology: GVR
Denver, CO05.2022
Skills
- Sales
- Customer Service
- Account Management
- Guest complaint resolution
- Problem-Solving
- Positive Mindset
- Adaptability
- Collaboration
- Leadership
- Sensitive information handling
- Courteous and Professional
- Call Answering and Routing
Certification
- CPR Certified
- AED Certified
- First Aid Certified
Timeline
Client Experience Representative
Kickin' It Kids Gym
2023.05 - Current
Front Desk Representative and Supervisor
Goldfish Swim School
2020.11 - 2023.05
Lifeguard and Check-In Agent
Gaylord Rockies Hotel And Resort/JEM
2020.01 - 2020.11
Bachelor's Degree - Biology
University of Colorado Denver
High School Diploma -
Denver School of Science And Technology: GVR
- CPR Certified
- AED Certified
- First Aid Certified
Similar Profiles
Sevi HardenSevi Harden
Youth Growth and Development Head Coach at Kickin' It Kids GymYouth Growth and Development Head Coach at Kickin' It Kids Gym
Caleb SilvaCaleb Silva
Marketing Director at Gym Magic KidsMarketing Director at Gym Magic Kids
AMANDA JONESAMANDA JONES
Toddler Teacher at M.A.T.T.S Kids GymToddler Teacher at M.A.T.T.S Kids Gym