Jerrica Gould
Milford
Summary
Dynamic Front Desk Supervisor with a strong focus on staff mentoring and exceptional customer service. Known for efficiently managing operations and resolving guest inquiries, contributing to overall satisfaction and team effectiveness.
Overview
1
1
Certification
7
7
years of professional experience
Work History
Front Desk Supervisor
Hampshire Hills Athletic Club
Milford, NH
10.2021 - Current
- Supervised front desk operations, ensuring efficient guest check-in and check-out processes.
- Trained and mentored new staff on customer service standards and operational procedures.
- Implemented scheduling system to optimize staff coverage during peak hours.
- Resolved members inquiries and complaints swiftly, enhancing overall satisfaction ratings.
- Attends weekly leadership meetings to ensure better communications between Supervisors.
- Completes payroll for my staff of 9
- Conducted regular performance evaluations providing constructive feedback to team members.
- Developed training materials that improved onboarding process for new hires, Including a resource manual.
- On a Daily basis, on top of supervisor duties, I would also work the desk. All those duties, include scheduling, managing incoming payments and direct support for every department.
Customer Service Lead
Carters Oshkosh
Merrimack, NH
09.2019 - 05.2021
- Handled escalated customer complaints professionally, ensuring prompt resolution and follow-up actions were taken as necessary.
- Reset signage for upcoming sales.
- Managed daily cash handling procedures, including reconciling registers, making bank deposits, and maintaining accurate financial records.
- Opened/closed the retail locations securely adhering to company protocols for cash handling procedures.
Education
High School Diploma -
Milford High School
Milford, NHSkills
- Time management
- Guest relations
- Reservations management
- Problem-solving skills
- Data entry efficiency
- Training and mentoring
- Staff supervision
- Scheduling and planning
- POS system operation
- Complaint management
- Employee training
- Shift scheduling
- Exceptional customer service
Certification
First Aid and CPR Certified
Timeline
Front Desk Supervisor
Hampshire Hills Athletic Club
10.2021 - Current
Customer Service Lead
Carters Oshkosh
09.2019 - 05.2021
High School Diploma -
Milford High School