Jennifer Scott

• Generated travel-related reports for clients to facilitate decision-making.
• Arranged travel accommodations for groups, couples, executives, and special needs clients.
• Administered customer surveys to measure satisfaction with services and better understand desires and expectations.
• Advised customers on necessary travel documents and visa requirements to successfully reach planned destination.
• Tracked client preferences for personalized service and increased customer loyalty.
• Maintained up-to-date knowledge of travel industry trends, regulations and best practices to better serve customers.
• Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
• Resolved client issues quickly and professionally, maintaining high level of customer satisfaction.
• Supervised payments via credit and debit cards and handled sensitive information with professionalism and discreteness.
• Maintained detailed records of all transactions for accurate financial reporting and budget management.
• Delivered exceptional customer service by going above-and-beyond client expectations at every opportunity.
• Skilled at working independently and collaboratively in team environment.
• Excellent communication skills, both verbal and written.

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• Opened and properly distributed incoming mail to promote quicker response to client inquiries.
• Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
• Answered multi-line phone system and enthusiastically greeted callers.
• Prepared professional correspondence, including memos, letters, and emails, ensuring accuracy and timeliness.
• Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
• Provided clerical support to company employees by copying, faxing, and filing documents.
• Entered data into system and updated customer contacts with information to keep records current.
• Maintained daily report documents, memos and invoices.
• Volunteered to help with special projects of varying degrees of complexity.
• Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
• Provided exceptional customer service by promptly addressing inquiries and resolving issues professionally.
• Created and updated records and files to maintain document compliance.
• Assisted coworkers and staff members with special tasks on daily basis.
• Maintained office supplies inventory by checking stock and ordering new supplies.
• Continually sought methods for improving daily operations, communications with clients, recordkeeping, and data entry for increased efficiency.
• Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
• Handled sensitive information discreetly, maintaining confidentiality when managing personnel files or financial data.
• Managed filing system, entered data and completed other clerical tasks.
• Demonstrated a high level of initiative and creativity while tackling difficult tasks.

• Answered multi-line phone system, responded to inquiries and transferred calls to correct departments and personnel.
• Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
• Provided guests with above-and-beyond service, including making outside venue reservations and setting up tours.
• Executed positive demeanor to each and every visitor approaching front desk.
• Greeted large number of daily visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
• Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
• Issued room keys to guests upon check-in and answered questions regarding proper use.
• Welcomed each new arrival pleasantly and confirmed reservations and identification.
• Assisted other hotel personnel in various capacities including overseeing entire front desk when manager was unavailable.
• Assisted other hotel personnel in various capacities including overseeing entire front desk when manager was unavailable.
• Confirmed relevant guest information and payment methods to prevent fraud.
• Used Epitome to process reservations, check-ins and check-outs.
• Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
• Used quick response and dynamic service skills to build relationships with patrons, improving customer retention rate.
• Took reservations over phone, in person and via computer for guests and provided confirmation information.
• Politely welcomed arriving guests, providing room keys and information on amenities and policies.

• Built and provided basic end-user troubleshooting and desktop support on Windows, Linux and Mac systems.
• Removed and replaced malfunctioning components to correct hardware problems.
• Managed high levels of call flow and responded to internet connection technical support needs of customers.
• Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution.
• Created documentation for cases and claims for damaged, lost or displaced packages.
• Submitted service tickets for equipment maintenance requests.
• Analyzed connectivity and equipment issues to identify troubleshooting methods needed for quick remediation.
• Broke down and evaluated user problems using test scripts, personal expertise and probing questions.
• Demonstrated professionalism and courtesy with customers while working to resolve complaints, problems or respond to questions.
• Explained technical information in clear terms to non-technical individuals to promote better understanding.
• Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
• Managed customers' expectations of support and technology functionality in order to provide positive user experience.