Jennifer Hawley
Jersey City,NJ
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
9
9
years of professional experience
Work History
Concierge Manager
Guardian Security Services
01.2023 - Current
- Conducted competitive research to understand best practices and potential differentiators.
- Coached, supported and developed team with goal of continuous growth and skill improvement.
- Implemented and developed ticketing support and phone systems.
- Worked closely with guests, some VIP or celebrity, with high degree of respect for privacy.
- Arranged for transportation to and from airport, train station and events for visitors.
- Explained security policies and procedures to guests and hotel staff to promote visitor confidence and safety.
Inbound Call Center Agent
PSEG
09.2021 - 01.2023
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Educated customers about product terminology, features and benefits to improve sales and customer satisfaction.
- Maintained organized and secure customer files to facilitate customer support and follow-up.
- Offered technical support for online purchases and helped customer navigate website to facilitate buying process.
- Made average of 200 outbound and inbound calls per day.
- Opened new accounts and documented personal, demographic and payment information in system.
Hotel Receptionist
La Quinta Inn & Suites In
04.2018 - 03.2020
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Completed late check-ins and directed guests to rooms and facilities.
- Collected room deposits, fees and payments.
- Checked lobby, bathrooms and common areas near front desk for cleanliness multiple times per shift.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Confirmed relevant guest information and payment methods to prevent fraud.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
Set Manager
Cherry Hill Photography
03.2015 - 12.2018
- Rotated merchandise and displays to feature new products and promotions.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Directed training and retraining of employees to boost performance and enhance business results.
- Established team priorities, maintained schedules and monitored performance.
- Effectively supervised staff of 8 personnel by implementing company policies, protocols, work rules and disciplinary action.
- Maintained store equipment, printers and fax machines.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Education
Associate of Arts - Business
Essex County College
Newark, NJ06.2026
High School Diploma -
St. Anthony High School
Jersey City, NJ06.2010
Skills
- Reservation Software
- Plan Events
- Concierge Services
- Reservation Management
- Calendar and Scheduling Software
- Customer Accounts Management
- Administrative Support
- Reserve Tickets
- Credit Card Transaction Processing
- Customer Satisfaction
Timeline
Concierge Manager
Guardian Security Services
01.2023 - Current
Inbound Call Center Agent
PSEG
09.2021 - 01.2023
Hotel Receptionist
La Quinta Inn & Suites In
04.2018 - 03.2020
Set Manager
Cherry Hill Photography
03.2015 - 12.2018
Associate of Arts - Business
Essex County College
High School Diploma -
St. Anthony High School
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