Jasmyne Lacy
Indianapolis,IN
Summary
I am currently a Driven Front Desk Agent highly skilled in managing reservations, telephone calls and customer inquiries. Poised and professional with total commitment to guest satisfaction. Well-versed in mitigating customer dissatisfaction with prompt service and diplomatic communication. I also have a background in animal care, I'm a Friendly and outgoing Pet Sitter dedicated with advanced knowledge of animal care and client relationship management. Background includes working in residential, business and agricultural environments to handle different animal needs. Smoothly coordinate food, medication and housekeeping schedules to maintain optimal animal health and pet owner peace of mind. following owner instructions for pet medication, dietary needs and daily care. devoted to keeping animal environments safe, secure and clean.
Overview
6
6
years of professional experience
Work History
Front Desk Agent
Sonesta Select
Indianapolis, IN
04.2022 - Current
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
- Stored guest valuables in safe and individual boxes for security.
- Liaised with housekeeping staff to verify service and maintenance of hotel standards.
- Trained new staff members in customer service techniques and hotel operations.
- Coordinated group bookings successfully, handling all logistics from reservation confirmation to departure arrangements.
Dog Sitter
Rover.com
Houston, TX
01.2021 - 01.2023
- Followed pet care instructions, dietary needs, and medication regimens.
- Maintained a clean and organized work space for all pet sitting tasks, including cleaning up after dogs during visits or overnight stays.
- Enhanced clients'' satisfaction by providing attentive and personalized care for their dogs.
- Contributed to clients'' peace of mind by sending regular updates on their pets, including photos and videos.
- Demonstrated reliability and trustworthiness by consistently arriving punctually for scheduled appointments or services.
- Provided exercise opportunities for the dogs, taking them on daily walks or trips to local parks as requested by the client.
- Offered additional support services like house-sitting and plant care when requested by clients, adding value to their overall experience.
- Developed strong relationships with clients, earning referrals and positive testimonials from satisfied pet owners.
- Maintained a safe environment for the dogs by regularly inspecting the premises and removing any potential hazards.
- Ensured dogs'' well-being by adhering to specific dietary restrictions and administering medications as required.
- Gained repeat business through exceptional customer service and genuine compassion for the animals in my care.
- Kept accurate records of each dog''s needs, preferences, medical information, feeding schedules, and any special instructions provided by clients.
- Managed scheduling efficiently, accommodating last-minute bookings and adjusting for cancellations or changes in plans.
- Prepared food and water following instructions from pet owners.
- Communicated professionally with pet owners via phone, email, and text.
- Attended consultations and met with pets and pet guardians to obtain guidelines and protocol for care.
- Kept cages, kennels, play yards, and grooming areas neat and clean.
Call Center Representative
Alorica
Houston, TX
01.2019 - 12.2020
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Identified upselling opportunities to increase revenue generation.
- Collaborated with shipping team to track shipments, verify orders and handle product returns.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Maintained up-to-date knowledge of product and service changes.
Education
High School Diploma -
Crispus Attucks Medical Magnet High School
Indianapolis, IN06.2017
Skills
- Customer Service
- Problem-solving skills
- Hospitality services
- Credit and cash payments
- Guest accommodations
- Listening Skills
- Reservation Systems
- Microsoft Office
- Housekeeping
- POS Systems
- Reservation Management
- Staff Training
- Detail Oriented
- Computer Skills
- Dog walking
- Client Relationship Management
- Schedule Management
- Pet care needs
- Command training
- Medication Administration
- Client privacy management
- Positive Attitude
- Honest and Trustworthy
- Punctual and Reliable
- Flexible Schedule
- Adaptability and Dependability
- Regular Availability
- Animal Safety
- Pet Feeding
- Pet Sitting
- Pet Boarding
- Valid Driver's License
- Smartphone Usage
- Doggy Daycare
- Animal Grooming
- Customer Support
- Data Entry
- Call Center Customer Service
- Inbound phone calls
- Resolving issues
- Answering questions
- Product Knowledge
- Logging call information
Accomplishments
- Provided hotel guests with a weekly list of resort activities at check-in which resulted in a [34]% decrease in front desk calls.
Timeline
Front Desk Agent
Sonesta Select
04.2022 - Current
Dog Sitter
Rover.com
01.2021 - 01.2023
Call Center Representative
Alorica
01.2019 - 12.2020
High School Diploma -
Crispus Attucks Medical Magnet High School