Jessica Nolan
Summary
Self-motivated professional highly experienced in guest services. Pleasant personality coupled with talents in customer relations, recordkeeping and problem-solving. Outgoing when greeting and communicating with others to maintain positive atmosphere.
Overview
24
24
years of professional experience
Work History
Guest Service Representative
Motel 6 Hotel
Lewiston, Maine
02.2010 - 06.2017
- Resolved guest complaints promptly, enhancing overall satisfaction and comfort.
- Answered phones to respond to customer inquiries and efficiently transferred calls to appropriate staff.
- Promoted high level of guest satisfaction through genuine, enthusiastic and friendly interactions.
- Maintained accurate records of all transactions within the hotel software system.
- Assisted customers with check-in and check-out, providing information about hotel services and amenities.
Guest Service Manager
Motel 6 Hotel
Lewiston
02.2010 - 06.2017
- Assisted in recruiting, training, and managing Guest Service staff to build a skilled and customer-focused team.
- Monitored customer service operations, ensuring adherence to quality standards and enhancing guest experiences.
- Trained new employees on customer service protocols and hotel policies.
- Collaborated with other departments within the organization to ensure smooth functioning of operations.
- Assisted in budgeting and scheduling to optimize hotel resources effectively.
Head Housekeeper
Motel 6 Hotel
Lewiston
02.2010 - 06.2017
- Supervised housekeeping staff to maintain high standards of cleanliness and guest satisfaction.
- Developed cleaning schedules for guest rooms and public areas.
- Coached new housekeeping personnel on approved cleaning procedures to ensure consistency and quality.
- Laundered sheets and removed stains to restore linens to pristine condition.
- Assigned and prioritized tasks for housekeeping staff to guarantee timely completion of all duties.
Customer Service Dispatcher
Labor Ready
Lewiston
06.2009 - 01.2010
- Prioritized tasks and managed project adjustments to successfully manage high-volume service dispatching.
- Managed communication between clients and field employees.
- Coordinated dispatch of labor workers to various job sites.
- Ensured compliance with safety protocols for all dispatched workers.
- Maintained accurate logs of dispatched jobs and worker attendance.
Finance Assistant
YWCA Lewiston Maine
Lewiston, Maine
09.2008 - 06.2009
- Processed invoices and managed accounts payable and receivable to maintain cash flow.
- Monitored debtors' accounts to ensure timely payment of outstanding invoices.
- Prepared and issued invoices for customers and suppliers to ensure timely payment.
- Matched orders with invoices and documented information for accurate financial records.
- Recorded debit, credit, and account transactions in spreadsheets and databases to maintain accurate financial reporting.
Front Desk Customer Service Representative
YWCA
Lewiston, ME
08.2006 - 05.2009
- Greeted visitors warmly and provided information about YWCA programs.
- Assisted clients with program registration and explained service offerings.
- Assisted clients with program registration and explained service offering.
- Managed participants by inputting data into computerized systems correctly.
- Managed participants by inputting data into computerized systems correctly.
- Performed daily audits of front desk activities including cash drawer balances, room status reports and other operational tasks.
Lead universal agent
Livebridge
Lewiston, Maine
07.2005 - 07.2006
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Developed and maintained strong client relationships, sharing findings to inform strategic decisions.
- Supported sales team members by providing insights and resources to facilitate growth and development.
- Trained new staff on company policies, procedures, and customer service best practices to enhance service quality.
- Responded promptly to emergency situations according to established safety protocols.
Quality Assurance Specialist
Livebridge
Lewiston, Maine
07.2004 - 07.2005
- Monitored adherence to QA procedures, promptly notifying personnel of non-compliance to uphold quality standards.
- Implemented corrective actions to address non-conformance issues identified during audits, improving compliance.
- Trained staff on quality standards and compliance requirements for production.
- Facilitated training sessions on quality assurance procedures, enhancing staff understanding of compliance requirements.
- Determined training needs of staff and organized training interventions to achieve quality standards.
Customer Service Representative
Livebridge
Lewiston, Maine
02.2000 - 07.2004
- Managed high volume of incoming calls, ensuring timely and effective responses to customer inquiries.
- Answered incoming calls, delivering professional and knowledgeable service to enhance customer satisfaction.
- Maintained call control, efficiently navigating scripts to resolve customer issues.
- Navigated through computer systems to review information and respond appropriately to callers.
- Identified and recommended relevant products to customers during interactions.
Activity Specialist
Area IV Mental Health Common Ties
Lewiston, ME
04.1998 - 08.1999
- Conducted daily activities, including arts and crafts, music therapy, and outdoor recreation, to engage members and support their well-being.
- Encouraged active participation in activities through positive reinforcement, boosting members' confidence and involvement.
- Adapted activities to meet the diverse needs and interests of participants, including those with physical or cognitive limitations.
- Organized group outings and field trips for residents to promote socialization skills.
- Organized community events to enhance social interaction and foster teamwork among participants.
Customer Service Supervisor
Langs Express
Portland, ME
05.1996 - 01.1998
- Operated cash register and processed customer transactions, enhancing overall service experience.
- Organized takeout orders, streamlining service for customers ordering ahead or on the go.
- Maintained cleanliness of dining and kitchen areas to ensure safe and pleasant a safe and pleasant environment for customers.
- Prepared food items according to safety standards and recipes.
- Stocked supplies and organized inventory in preparation for service.
75 state Street
75 State Street Assistant Living
Portland, Maine
08.1993 - 09.1995
- Served food and beverages promptly at the table to ensure guest enjoyment.
- Delivered meals and beverages promptly to enhance guest satisfaction.
- Fostered positive dining experience by maintaining professional demeanor and encouraging guest inquiries.
- Ensured cleanliness of dining area by consistently wiping down tables, chairs, and menus during shift.
- Reset tables between guests, refilled condiments and wiped down surfaces.
Education
Basic Medical Coding - Medical Billing And Coding
Lewiston Adult Education
10.2008 - 11.2008
General Education Diploma
Lewiston, MESkills
- Customer relationship management
- Staff training and development
- Guest relations
- Staff training
- Multitasking Abilities
- Effective communication
- Conflict resolution
Accomplishments
- Top Performer 2003
- Agent of the month 2003
- Employee of the month 2004
- Agent of the month 2004
- Employee of the month 2005
- Agent of the month 2005
- Agent of the month 2006
- Employee of the year 2006
- Employee of the year 2014
- Employee of the year 2015
- Employee of the year 2016
Work Preference
Work Type
Part TimeSalary Range
$45000/yr - $200000/yrTimeline
Guest Service Representative
Motel 6 Hotel
02.2010 - 06.2017
Guest Service Manager
Motel 6 Hotel
02.2010 - 06.2017
Head Housekeeper
Motel 6 Hotel
02.2010 - 06.2017
Customer Service Dispatcher
Labor Ready
06.2009 - 01.2010
Basic Medical Coding - Medical Billing And Coding
Lewiston Adult Education
10.2008 - 11.2008
Finance Assistant
YWCA Lewiston Maine
09.2008 - 06.2009
Front Desk Customer Service Representative
YWCA
08.2006 - 05.2009
Lead universal agent
Livebridge
07.2005 - 07.2006
Quality Assurance Specialist
Livebridge
07.2004 - 07.2005
Customer Service Representative
Livebridge
02.2000 - 07.2004
Activity Specialist
Area IV Mental Health Common Ties
04.1998 - 08.1999
Customer Service Supervisor
Langs Express
05.1996 - 01.1998
75 state Street
75 State Street Assistant Living
08.1993 - 09.1995
General Education Diploma