JAMI MIDDLETON
North Charleston,SC
Summary
Customer Service Representative with background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations.
Overview
9
9
years of professional experience
Work History
Front Desk Manager
Holiday Inn Riverview
Charleston, SC
03.2022 - 08.2023
- Resolved customer complaints in a timely manner while maintaining a friendly attitude towards guests.
- Collaborated with staff to meet incoming guest needs, smooth check-in processes and maximize satisfaction.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Performed cashier duties such as taking payments, balancing accounts, handling refunds and resolving any discrepancies that arose.
- Managed tasks and responsibilities for front office employees when the team was understaffed.
- Greeted guests upon arrival and checked them in to their rooms.
Account Manager
Iqor
North Charleston, SC
08.2018 - 01.2019
- Maintained an in-depth knowledge of industry trends, competitors, and market conditions to provide strategic advice to clients.
- Developed and implemented account plans to increase revenue and market share within designated sectors.
- Acted as main point of contact in matters relating to client concerns and needs.
- Developed and executed strategic plans to penetrate new markets and acquire new clients.
- Provided training and guidance to new Account Managers.
- Identified upselling and cross-selling opportunities to maximize account growth and revenue generation.
Reservations Specialist
IHG Reservation Center
North Charleston, SC
08.2017 - 11.2018
FRONT DESK MANAGER
Wyndham Garden Summerville
Summerville, SC
07.2016 - 08.2017
- Contributed to the booking of events for meeting rooms as well as sleeping room blocks
- Inputting and monitoring weekly time sheets for all employees
- Skilled in handling customer complaints and/or any major incident, such as a security issue, any issues dealing with refunds, and/or compensation to a customer
- I improved customer service procedures, policies, and standards for all of the front desk;
- Assisted and prepared all organization, plans, and documents of promotional material and contracts for all events held on location and promotional; field work to increase our numbers
- Well equipped to deal with and solve almost any issue brought to my attention
Customer Service Representative
Hampton Inn & Suites
North Charleston, SC
10.2015 - 07.2016
- Registered guests and assigned rooms
- Accommodates special requests whenever possible
- Assists in preregistration and blocking of rooms for reservations
- Thoroughly understand and adheres to proper credit, check-cashing, and cash-handling policies and procedures
- Knowledgeable in room locations, types of rooms available, and room rates
- Performed cashier-related functions like posting charges to guest accounts, raising paid out's, currency exchange
Cust. Ser. Manager/Sale Coordinator
Holiday Inn Express
Summerville, SC
06.2014 - 10.2015
- Skilled in handling customer complaints and/or any major incident, such as a security issue, any issues dealing with refunds, and/or compensation to a customer
- I improved customer service procedures, policies, and standards for all of the front desk;
- Assisted and prepared all organization, plans, and documents of promotional material and contracts for all events held on location and promotional; field work to increase our numbers
- Well equipped to deal with and solve almost any issue brought to my attention
- Ran all daily reports and downtime reports for all shifts
Education
High School -
Dimmitt High School
Dimmitt, TexasCollege -
Amarillo College
Amarillo, TexasSkills
- Excellent with office equipment
- Workplace safety standards
- Verbal communication skills
- Active learning
- Listening skills
- Accuracy
- Attention to detail
- Keyboarding
- Computers
- Lotus
- Microsoft Office
- Quickbooks
- Windows OS
- MS office suites
References
Available upon request
Timeline
Front Desk Manager
Holiday Inn Riverview
03.2022 - 08.2023
Account Manager
Iqor
08.2018 - 01.2019
Reservations Specialist
IHG Reservation Center
08.2017 - 11.2018
FRONT DESK MANAGER
Wyndham Garden Summerville
07.2016 - 08.2017
Customer Service Representative
Hampton Inn & Suites
10.2015 - 07.2016
Cust. Ser. Manager/Sale Coordinator
Holiday Inn Express
06.2014 - 10.2015
High School -
Dimmitt High School
College -
Amarillo College
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