JENNIFER KOZIOL
Addison,IL
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.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Guest Service Agent
Embassy Suites
05.2024 - Current
- Resolved billing disputes promptly, maintaining professionalism and customer satisfaction throughout the process.
- Collected room deposits, fees, and payments.
- Maximized revenue by upselling room upgrades and additional services.
- Handled cash transactions accurately, balancing daily reports at the end of each shift.
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
- Provided personalized recommendations for attractions and dining options in the area, enhancing guest experiences.
- Assisted guests with reservations, modifications, and cancellations to meet their travel needs.
- Supported front desk team members during peak times, ensuring efficient operations under high-pressure situations.
- Communicated problems regarding guest rooms to housekeeping services and maintenance personnel.
- Streamlined check-in processes for increased efficiency and reduced wait times.
- Enhanced guest satisfaction by addressing concerns and providing prompt resolutions.
- Greeted guests upon arrival and offered assistance.
- Developed strong relationships with repeat customers, fostering loyalty and return visits.
- Collaborated with housekeeping staff to ensure rooms were prepared and available on time.
- Acted as liaison between guests and hotel departments to facilitate communication regarding special requests or concerns effectively addressing any issues that arose during their stay.
- Improved guest experience scores by consistently delivering exceptional service through active listening skills.
- Investigated guest challenges and sources of dissatisfaction to offer timely resolution.
- Answered guest inquiries and provided information regarding hotel services and amenities.
- Assisted guests with check-ins, account inquiries, and any additional services needed.
- Greeted guests upon arrival by providing warm welcome.
- Maintained high level of professionalism and discretion when dealing with guests.
- Managed check-in and check-out procedures for guests.
- Worked closely with guests, some VIP, or celebrity, with high degree of respect for privacy.
- Assisted with luggage handling, valet services and concierge services.
- Facilitated and coordinated transportation services for guests.
Staffing Manager
Home Instead
12.2022 - 05.2024
- Managed emergency calls during nights and weekends as part of the On-Call team
- Promoted to Staffing Manager due to exceptional performance
- Successfully staffed clients with suitable caregivers
- Implemented efficient billing practices
- Conducted interviews for potential caregivers.
Store Manager
Dollar Tree
01.2021 - 12.2022
- Managed associate schedules, ensuring optimal staffing levels
- Handled payroll operations, maintaining accurate financial records
- Oversaw store and frozen orders, ensuring inventory sufficiency
- Administered hiring and termination processes, maintaining workforce quality.
Guest Services Representative
Serenity Springs Resort "Your Romantic Getaway"
12.2019 - 01.2021
- Managed daily office operations at Serenity Springs Resort
- Prepared essential paperwork for guest checkouts
- Maintained petty cash flow with accuracy.
Delivery Driver
Wana Pizza
09.2018 - 05.2020
- Delivered pizzas promptly ensuring customer satisfaction
- Managed part-time role efficiently
- Exhibited strong knowledge of Michigan City routes.
Shift Leader
BIGGBY COFFEE
11.2018 - 12.2019
- Managed store opening procedures
- Allocated staff to various roles
- Handled cash drawer counts
- Ensured completion of all shift tasks
- Oversaw banking responsibilities
- Made handcrafted beverages.
Lead Teacher
Lighthouse Learning Academy
11.2017 - 11.2018
- Spearheaded daily lesson planning at Lighthouse Learning Academy
- Implemented innovative teaching methods
- Enhanced student engagement and learning outcomes
- Resolved classroom issues effectively
- Boosted student performance through strategic teaching.
Receptionist/Cashier
FOX LAKE ANIMAL HOSPITAL
02.2010 - 08.2017
- Managed front desk operations at a busy animal hospital
- Handled scheduling and billing tasks
- Maintained accurate medical records
- Provided exceptional customer service
- Managed store and inventory control
- Restrained Pets for certain procedures
- Removed sutures and staples by myself.
Education
Associate in Arts -
College of Lake County
Grayslake, ILSkills
- Receptionist Scheduling
- Billing Clerical
- Microsoft Word
- Retail Management
- Store Management Experience
- Freight Experience
- Payroll
- Merchandising
- Profit & Loss
- Cash Handling
- Loss Prevention
- Inventory Control
- Pricing
- Organizational skills
- Time management
- Care plans
- Computer literacy
- Multi-line phone systems
- Word processing
- Medical records
- Medical scheduling
- Mentoring
- Filing
Certification
I am CPR certified and I also have my BASSETT liquor certification.
Timeline
Guest Service Agent
Embassy Suites
05.2024 - Current
Staffing Manager
Home Instead
12.2022 - 05.2024
Store Manager
Dollar Tree
01.2021 - 12.2022
Guest Services Representative
Serenity Springs Resort "Your Romantic Getaway"
12.2019 - 01.2021
Shift Leader
BIGGBY COFFEE
11.2018 - 12.2019
Delivery Driver
Wana Pizza
09.2018 - 05.2020
Lead Teacher
Lighthouse Learning Academy
11.2017 - 11.2018
Receptionist/Cashier
FOX LAKE ANIMAL HOSPITAL
02.2010 - 08.2017
Associate in Arts -
College of Lake County