Jaliyah Dotson
Galveston,TX
Summary
Dynamic customer service professional with extensive experience at San Luis Resort, excelling in reservation management and conflict resolution. Proven track record of enhancing customer satisfaction through effective communication and upselling techniques. Skilled in booking software and training new staff, consistently achieving performance targets and fostering team collaboration.
Positive, upbeat, and detail-oriented, with knack for efficient and accurate task management. Knowledge of booking systems and customer service principles, coupled with proficiency in handling reservations and managing customer inquiries. Capable of delivering exceptional service to enhance customer satisfaction and streamline booking processes.
Developed exceptional customer service and organizational skills in high-volume, fast-paced environment. Demonstrated ability to manage multiple tasks efficiently, ensuring accurate and timely responses to customer inquiries. Seeking to transition into new field where these transferable skills can drive success and growth.
Overview
4
4
years of professional experience
Work History
Reservation Agent
San Luis Resort
12.2023 - 09.2024
- Managed customer inquiries and reservations using booking software to ensure accuracy and efficiency.
- Assisted guests in modifying existing reservations, providing exceptional service throughout the process.
- Collaborated with team members to streamline reservation procedures, enhancing overall workflow.
- Resolved customer issues and complaints promptly, maintaining high levels of satisfaction and loyalty.
- Trained new staff on reservation systems and customer service protocols to improve team performance.
- Implemented quality control measures to enhance reservation accuracy and reduce errors in bookings.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Improved customer satisfaction by promptly addressing inquiries and providing accurate information regarding reservations, cancellations, and modifications.
- Resolved various issues and discrepancies for customers.
- Boosted revenue with upselling additional services such as room upgrades, meal plans, and special event bookings.
- Handled billing information over phone.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Informed clients of essential travel information, such as travel times, transportation connections, medical, and visa requirements to facilitate quality service.
- Worked closely with front desk to achieve full occupancy of property.
- Consistently met performance targets in both call handling time and customer service ratings, contributing to the overall success of the reservations department.
- Provided support during peak periods or staff shortages by cross-training in other areas of the hotel, demonstrating versatility and commitment to customer service excellence.
- Provided customers with information about availability and pricing.
Cashier Assistant
Home Depot
03.2021 - 10.2023
- Assisted customers with product inquiries and checkout processes to enhance service experience.
- Managed cash register operations, ensuring accurate handling of transactions and customer payments.
- Collaborated with team members to maintain organized merchandise displays and inventory levels.
- Provided training and support to new cashiers, improving overall team efficiency and performance.
- Resolved customer concerns promptly, fostering positive relationships and encouraging repeat business.
- Implemented best practices for cash handling, minimizing discrepancies and enhancing financial accuracy.
- Participated in store promotions, effectively communicating offers to customers to drive sales volume.
- Met customer needs through polite, friendly and attentive service.
Education
High School Diploma -
Ball High School
Galveston, TX05-2023
Skills
- Customer service excellence
- Reservation management
- Conflict resolution
- Booking software familiarity
- Upselling techniques
- Active listening skills
- Team collaboration
- Cash handling accuracy
- Inventory management
- Billing information processing
- Communication skills
- Training and onboarding new staff
- Problem-solving abilities
- Customer inquiry response
- Customer engagement
- Reservation software
- Phone etiquette
- Typing speed
- Call control
- Telephone reception
- Hotel accomodations
- Travel bookings
- Upselling proficiency
- Travel planning
- [Software] for reservations
- Data entry
- Problem-solving
- Payment processing
- Phone and email etiquette
- Customer service
Timeline
Reservation Agent
San Luis Resort
12.2023 - 09.2024
Cashier Assistant
Home Depot
03.2021 - 10.2023
High School Diploma -
Ball High School