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Jay Covington
Customer and Guest Service Associate
Daytona Beach,FL
Summary
Dynamic and detail-oriented professional committed to team success through hard work and exceptional organizational skills. Possesses a solid understanding of customer service and quality assurance, complemented by training in public relations. Eager to learn and grow within the industry while adapting to company guidelines, ensuring professionalism, punctuality, and a positive attitude in the workplace. Excited about the opportunity to join a high-performing team and drive outstanding results.
Overview
5
5
years of professional experience
Work History
Concierge Representative/Front Desk, Part-Time
Cadence Senior Living Care
Nashville, TN
01.2022 - 07.2022
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel
- Retrieved mail, packages and documents on behalf of guests, promptly verifying receipt and arranging for pickup or transmittal
- Used quick response and dynamic service skills to build relationships with tenants and improved retention rate
- 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
- Collaborated with team members to ensure consistent delivery of exceptional customer service.
Security Detail/Front Desk
Warner Music Records
Nashville, TN
03.2021 - 07.2022
- Responded quickly to emergency situations to assess and deflect issues
- Updated shift logs and produced daily reports to document security activities and specific incidents
- Acted as deterrent to prevent criminal actions, vandalism and misconduct to allow business to conduct operations in safe environment
- Secured entrances and exits by maintaining physical presence and carefully monitoring CCTV
- Answered alarms, investigated disturbances and contacted law enforcement personnel to escalate crises
- Communicated with security team and building supervisors using two-way radios, mobile phones and other technological devices
- Enforced security policies and removed violators and unauthorized individuals from premises to maintain safe environment
Concierge for Luxury Condo and Resort Suites
First Service Residential
Orlando, FL
07.2023 - 03.2026
- Exceeded goals through effective task prioritization and great work ethic
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record
- Prepared variety of different written communications, reports and documents
- Handled 100 calls per day to address tenant inquiries and concerns
- Worked closely with tenants, some VIP or celebrity, with high degree of respect for privacy
- Remedied issues quickly and effectively through active listening, conflict resolution and dynamic communication skills
- Addressed customer inquiries with timely and professional responses via phone, email and in-person interactions.
- Maintained front desk's concierge book to provide visitors with access to relevant local information.
Customer Service Associate
Express Solutions
Tulsa, OK
07.2022 - 07.2023
- Offered advice and assistance to customers, paying attention to special needs or wants
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Maintained a high level of product knowledge, providing accurate information to customers.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Enhanced customer satisfaction by effectively addressing inquiries and resolving issues.
Education
Associate of Arts - Psychology, Public Speaking, Theatre, Literature, Religion, Computer Technology, English, Mathematics, History, Geography, and Sociology
Midlands Technical College
Columbia, SC01-2003
High School Diploma -
Dreher High School
Columbia, SC01-1999
Bachelor of Science - Music Production/Audio Engineering
Los Angeles Recording Institute (Online)
Los Angeles02.2026
Associate of Science - Audio Engineering and Music Production Technology
Daytona State College/Mike Curb College Of Music
Daytona Beach, FL01.2018
Skills
82 wpm Typing Speed
Inbound/Outbound Calling
Cash register
Oral Communication
Written Communication
Proper Phone Etiquette
Billing
Data Entry
Receptionist
Sales
Organization
Customer Service
Call Center Customer Service
Problem-Solving
Compassionate Caregiving
Reservations management
Relationship building
Hospitality
Guest relations
Interests
Timeline
Concierge for Luxury Condo and Resort Suites
First Service Residential
07.2023 - 03.2026
Customer Service Associate
Express Solutions
07.2022 - 07.2023
Concierge Representative/Front Desk, Part-Time
Cadence Senior Living Care
01.2022 - 07.2022
Security Detail/Front Desk
Warner Music Records
03.2021 - 07.2022
Associate of Arts - Psychology, Public Speaking, Theatre, Literature, Religion, Computer Technology, English, Mathematics, History, Geography, and Sociology
Midlands Technical College
Bachelor of Science - Music Production/Audio Engineering
Los Angeles Recording Institute (Online)
Associate of Science - Audio Engineering and Music Production Technology
Daytona State College/Mike Curb College Of Music
High School Diploma -
Dreher High School