Jemimma Lacy
District Heights,MD
Summary
Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication. Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
3
3
years of professional experience
Work History
Cabin Cleaner
ABM Avaition
Dulles, VA
10.2025 - 05.2026
- Performed detailed cleaning and sanitization of aircraft cabins to meet strict safety and hygiene standards. Ensured all passenger areas, galleys, and lavatories were spotless and well-stocked before each flight. Operated cleaning equipment safely and efficiently while adhering to company protocols and FAA regulations. Collaborated with team members to complete tasks within tight turnaround times, maintaining a high level of quality and attention to detail.
- Cleaned and disinfected seats, tray tables, overhead bins, and lavatories.
- Replenished supplies such as tissues, soap, and safety cards.
- Removed trash and debris, ensuring a tidy and welcoming cabin environment.
- Followed safety guidelines and used approved cleaning agents.
- Worked efficiently under time constraints to meet flight schedules.
- Searching flights to ensure no contraband is on board before flight departure and at arrival.
- Managed thorough cleaning of aircraft interiors, ensuring compliance with safety and hygiene standards.
Guest Experience Manager
DARCARS Automotive Group
Bowie, MD
07.2024 - Current
- Developed and implemented guest experience strategies to enhance customer satisfaction and loyalty.
- Managed a team of employees, providing training, guidance, and support to ensure exceptional service delivery.
- Conducted regular audits of guest interactions and feedback to identify areas for improvement and implement corrective actions.
- Established strong relationships with key stakeholders such as vendors, suppliers, and partners to optimize the overall guest experience.
- Monitored social media platforms and online review sites to address any negative feedback promptly while leveraging positive reviews as testimonials for marketing purposes.
- Spearheaded customer satisfaction surveys or focus groups to gather feedback directly from guests for continuous improvement efforts.
- Fostered a positive work environment that promoted teamwork, collaboration, open communication, and employee engagement.
- Ensured compliance with all relevant regulations, policies, and safety standards related to guest interactions and services provided.
- Collaborated with the sales team on group bookings or corporate partnerships by providing tailored guest experience solutions.
- I am a highly versatile Guest Experience Manager responsible for overseeing customer service operations, appointment coordination, call management, scheduling, and cashiering across multiple departments. My role includes managing customer communications, monitoring service satisfaction and CSE processes, coordinating parts availability for scheduled appointments, and assisting customers with pre-service inquiries.
- In addition to administrative and customer-facing responsibilities, I support daily dealership operations by creating schedules for Guest Experience Representatives and Express Technicians, maintaining organized records, and assisting with vehicle movement as needed. I also process cash, check, and credit card transactions for the sales and parts departments with accuracy and professionalism.
- This position requires exceptional multitasking, organization, communication, and leadership skills while consistently delivering a high level of customer service and operational support.
Shift Lead
Tropical Smoothie Cafe
Forestville, MD
10.2023 - 08.2024
- Managed front-of-house and back-of-house operations in a fast-paced environment while delivering excellent customer service.
- Operated cash register and accurately handled customer transactions.
- Prepared food and smoothies while maintaining quality, safety, and cleanliness standards.
- Monitored inventory levels, stocked supplies, and coordinated weekly delivery orders to maintain operational efficiency.
- Received and organized deliveries to ensure accurate inventory management.
- Maintained cleanliness and organization of the store before opening and after closing.
- Supported daily team operations through strong multitasking, communication, and time management skills.
- Trained and mentored team members on product knowledge and operational procedures.
- Enforced health and safety standards, ensuring compliance with regulations during shifts.
Education
High School Diploma -
Oxon Hill High School
Oxon Hill, MD05.2022
Skills
- Organizational growth
- Reliability and punctuality
- Strong empathy
- Exceptional communication
- Data entry proficiency
- Guest relations
- Complaint handling
- Reservation management
- Verbal and written communication
- Detail-oriented
- Guest accommodations
- Payment processing
- Issue resolution
- Inventory monitoring
- Financial transactions
- Time management
- Problem-solving
- Attention to detail
Timeline
Cabin Cleaner
ABM Avaition
10.2025 - 05.2026
Guest Experience Manager
DARCARS Automotive Group
07.2024 - Current
Shift Lead
Tropical Smoothie Cafe
10.2023 - 08.2024
High School Diploma -
Oxon Hill High School