Jaki Perry
Jacksonville,FL
Summary
Dynamic customer service professional with extensive experience at Westgate Resorts, excelling in guest satisfaction and conflict resolution. Proven track record in upselling and managing multi-channel support, leveraging strong communication and problem-solving skills to enhance the guest experience and drive operational success.
Overview
19
19
years of professional experience
Work History
Resort Services Operator
Westgate Resorts
Orlando, FL
02.2025 - 03.2026
- Utilized advanced problem-solving skills to address guest concerns in real-time, contributing to high guest satisfaction ratings.
- Coordinated with various departments to streamline guest requests, improving service delivery efficiency.
- Delivered multi-channel support via telephone and text chat, resolving guest inquiries to enhance overall resort experience.
Hotel Reservation Specialist
Hilton Grand Vacations
Orlando, Remote
09.2020 - 11.2024
- Managed high volume of inbound calls, efficiently facilitating new reservations, modifications, and cancellations to enhance customer satisfaction.
- Exceeded sales targets by upselling room upgrades and vacation packages while maintaining secure credit card handling protocols.
- Navigated interactions with Online Travel Agencies (OTAs) and internal departments to swiftly resolve booking discrepancies, ensuring seamless customer experiences.
- Demonstrated exceptional time management skills, consistently meeting KPIs in fast-paced remote work environment.
Night Auditor / Front Desk Agent
Various Resorts
Orlando, FL
10.2017 - 07.2020
- Managed front desk operations during overnight shifts, ensuring efficient check-in/out services and responsive guest support.
- Acted as the primary point of contact for guest safety and problem resolution during late-night hours.
- Executed end-of-day accounting tasks, running audits and balancing daily reports to ensure financial accuracy.
- Handled secure cash drops and safe management, maintaining 100% accuracy in financial reporting.
Professional Nanny
Shannon Julian
Medford, MA
11.2013 - 01.2016
- Managed daily operations and childcare for private residence, creating a safe, structured, and nurturing environment that supported development of child (ages 4–6).
- Coordinated educational support by supervising homework assignments and reinforcing foundational learning concepts, enhancing child’s understanding of school curriculum.
- Facilitated social development by organizing age-appropriate activities and peer playdates, promoting strong interpersonal skills and friendships.
- Optimized household efficiency through proactive task management, including meal preparation, grocery procurement, and organizational projects.
Customer Service Supervisor
Shaw’s / Hollywood Video
Medford/Arlington, MA
02.2007 - 09.2013
- Resolved escalated customer complaints and technical issues, maintaining customer satisfaction and loyalty.
- Supervised floor staff and cashiers to enhance operational efficiency and deliver high-quality customer service.
- Managed store opening/closing procedures, overseeing surveillance monitoring and ensuring secure bank deposits.
Education
High School Diploma -
Medford High School
Medford, MASkills
- Front Desk Operations
- Guest Satisfaction
- Booking management
- Luxury Standards
- Upselling
- Property Management Systems
- Night Audit
- Cash Handling
- Daily Audits
- Discrepancy Reporting
- Financial auditing
- Data Entry
- Credit Card Processing
- Multi-line Phone Systems
- Omni-channel support
- Text Chat Support
- Business communication
- Team leadership
- Interdepartmental collaboration
- Clear communication
- Problem resolution
- Conflict Resolution
- Time management
- Detail orientation
- Call center skills
- Active listening
- Written communication
- Professionalism
- CRM
- Microsoft Office Suite
- Written communication
Core Skills
Front Desk Operations, Night Audit, Guest Satisfaction, Upselling, Luxury Standards, Multi-line Phone Systems, Professional Correspondence, Text Chat Support, Conflict Resolution, Microsoft Office Suite (Word, Excel, Outlook), Property Management Systems (PMS), Data Entry, Cash Handling, Credit Card Processing, Daily Audits, Discrepancy Reporting
Timeline
Resort Services Operator
Westgate Resorts
02.2025 - 03.2026
Hotel Reservation Specialist
Hilton Grand Vacations
09.2020 - 11.2024
Night Auditor / Front Desk Agent
Various Resorts
10.2017 - 07.2020
Professional Nanny
Shannon Julian
11.2013 - 01.2016
Customer Service Supervisor
Shaw’s / Hollywood Video
02.2007 - 09.2013
High School Diploma -
Medford High School