Jamie Murphy
West Burlington,IA
Summary
Candidate is an organized and dependable candidate successful at managing multiple priorities with a positive attitude. Candidate has a willingness to take on added responsibilities to meet team goals. Candidate is also a problem-solver, with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
16
16
years of professional experience
Work History
Housekeeper
Holiday Inn Express
12.2023 - Current
- Disinfected and mopped bathrooms to keep facilities sanitary and clean.
- Cleaned and stocked guest rooms by replacing used towels and linens vacuuming floors, making beds, and restocking bathroom items.
- Vacuumed rugs and carpeted areas in offices, lobbies, and corridors.
- Maintained clean and comfortable environments in commercial buildings by vacuuming, cleaning windows, and dusting.
- Hand-dusted and wiped down office furniture, fixtures, and window sills to keep areas clean and comfortable.
- Disposed of trash and recyclables each day to avoid waste buildup.
- Enhanced guest satisfaction by ensuring thorough cleaning and timely room turnovers.
- Collaborated with other housekeeping staff to complete tasks efficiently and effectively.
Front Desk Agent
Holiday Inn Express Hotel
10.2023 - Current
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Collected room deposits, fees, and payments.
- Answered customer telephone calls promptly and appropriately handled needs.
- Used internal software to process reservations, check-ins and check-outs.
- Stocked Coffee Bar and made cookies.
- Stocked coolers and market place.
- Placed orders for market place items and coke orders
- Maintained clean and organized front desk areas to uphold polished company image.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Issued room keys to guests upon check-in and answered questions regarding proper use.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment, and shopping activities.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
- Increased customer loyalty with exceptional communication skills and personalized service.
- Collaborated with housekeeping staff to maintain cleanliness standards in the lobby and common areas.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
Security Officer
Securitas
03.2021 - 03.2022
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Conducted regular patrols of key areas to spot and control security concerns.
- Wrote detailed reports on property damage, theft, presence of unauthorized persons and unusual incidences.
- Checked identification of persons entering and exiting facility to eliminate unauthorized visitors.
- Acted quickly during emergency situations to reduce opportunity for damage and injury.
- Reported suspicious activities and persons to law enforcement.
- Patrolled and monitored premises in company vehicle, on bicycle, and by foot.
- Protected facility and property guests by regularly circulating premises and monitoring surveillance feeds.
- Decreased instances of theft, vandalism, and trespassing through diligent observation and reporting suspicious activities.
- Trained new Security Officers in company policies, ensuring consistent knowledge across team and adherence to established procedures.
- Worked independently and collaboratively to resolve urgent issues to protect lives and property.
- Remained calm, assertive, and mindful to think critically and problem solve during stressful situations.
- Interacted assertively but non-confrontationally with personnel and general public.
Technical Support Representative
Teleperformance USA
09.2014 - 01.2021
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Documented support interactions for future reference.
- Used ticketing systems to manage and process support actions and requests.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Managed high levels of call flow and responded to technical support needs.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Researched product and issue resolution tactics to address customer concerns.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing user experience.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Mentored new team members on company protocols and best practices for delivering exceptional technical support services.
- Provided callbacks to customers who reached out via email with issues on large scale business accounts.
- Issue credits on large scale business accounts.
- Run new hire training classes and provide them with support on calls and take any escalations may have.
- Was floor support: answered flags. Answered questions for agents and took escalations as needed.
- Became senior support for team and handled large scale escalations that were emailed by supervisor.
- Assisted customers in identifying issues and explained solutions to restore service and functionality
Cab Office Manager
Yellow Cab
02.2011 - 08.2014
- Do oil changes on cabs and keep documentation as well as update stickers inside of cabs.
- Handle all records of cab runs and file paperwork.
- Take all money envelopes to bookkeeper at end of month along with bills and records for updating.
- Bill out invoices for charge runs with companies that need to pay on their accounts, at end of month.
- Make schedule for month and post it: contact all employees to make sure they knew it was up.
- Address any and all concerns or Issues with employees.
- Buy and stock company fridge with soda and snacks, for employees to purchase.
- Work desk and field any calls for cab runs and document pick up and drop off destination times and fare.
- Fill in for any employee who called in. Driver or dispatcher.
Bartender/Assistant Bar Manager
Capone's
06.2008 - 02.2014
- Served high customer volumes during special events, nights, and weekends.
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
- Kept bar presentable and well-stocked to meet customer needs.
- Followed alcohol awareness procedures for preventing excessive guest intoxication.
- Adhered to state laws regarding alcoholic beverage services and customer regulations.
- Trained new bartenders on drink preparation, product promotion, garnish preparation, and sanitation protocol.
- Organized bar inventory and storage procedures to keep stock within optimal levels and meet expected customer demands.
- Enhanced overall guest experience by promptly addressing concerns and resolving issues professionally.
- Assisted with staff training, sharing expertise in bartending techniques and customer service best practices.
- Managed cash handling duties responsibly, ensuring accurate accounting at end of each shift.
- Proactively addressed potential conflicts or disturbances among patrons, maintaining safe atmospheres for all guests.
- Made schedules for all employees.
- Covered Shifts for any and all employees who called off.
- Dropped off money bags at end of night.
- Did all shift work cleaning at end of night.
- Did one weekly deep cleaning on Sundays.
- Handled any and all conflicts with staff, in timely and professional manner.
- Had weekly meetings with owners to go over reports on business. Expenses, staff conflicts, and payroll.
- Recruited, hired and trained staff on bar practices and customer service standards.
Education
GED -
Burlington Community High School
Burlington, IA05.2010
Skills
- Guest Relations
- Staff Supervision
- Schedule Management
- Complex Problem-Solving
- Exceptional Communicator
- Hospitality Background
- Problem-solving abilities
- Inventory control
- Adaptability and flexibility
- Organizational skills
- Time management
- Recruitment
- Team Player
Timeline
Housekeeper
Holiday Inn Express
12.2023 - Current
Front Desk Agent
Holiday Inn Express Hotel
10.2023 - Current
Security Officer
Securitas
03.2021 - 03.2022
Technical Support Representative
Teleperformance USA
09.2014 - 01.2021
Cab Office Manager
Yellow Cab
02.2011 - 08.2014
Bartender/Assistant Bar Manager
Capone's
06.2008 - 02.2014
GED -
Burlington Community High School
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