Jessica Scanlan
Orlando
Summary
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Overview
15
15
years of professional experience
Work History
Event Staff Member
Andy Frain
Orlando, FL
10.2024 - 12.2024
- Facilitated guest check-in and registration processes, enhancing attendee experience.
- Supported event staff in executing logistical operations, contributing to smooth event flow.
- Responded promptly to attendee inquiries, providing information and assistance as needed.
- Adapted quickly to changing situations during events, demonstrating flexibility in role responsibilities.
- Helped create memorable experiences by actively engaging with guests during interactive program elements.
- Enhanced event attendee experience by providing excellent customer service and addressing any concerns.
Customer Service Leader
H&R Block
Spruce Pine, NC
01.2015 - 10.2019
- Led customer service team to enhance client satisfaction and streamline support processes.
- Implemented process improvements that reduced response times and increased customer engagement levels.
- Collaborated with cross-functional teams to align service objectives with organizational goals, enhancing workflow effectiveness.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Greeted customers and listened closely to problems described to determine solutions.
- Took cash and credit card payments via phone, in person, and through email.
- Increased customer retention with personalized service, building long-term relationships based on trust and loyalty.
- Helped operators handle incoming calls and managed escalated needs with targeted resolutions.
Receptionist
Alpine Inn Bed and Breakfast
McDowell, NC
04.2010 - 06.2017
- Managed front desk operations, ensuring seamless guest check-in and check-out experiences.
- Coordinated room reservations using property management system to optimize occupancy rates.
- Addressed guest inquiries and resolved issues efficiently, enhancing overall satisfaction levels.
- Maintained accurate records of guest information and billing transactions for audit purposes.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Kept reception area clean and neat to give visitors positive first impression.
Education
Bachelor of Science - Business Administration
Grantham University
Lenexa, KS08-2019
Skills
- Strong teamwork
- Guest relations
- Active listening
- Data entry
- Problem resolution
- Computer proficiency
- Conflict resolution
- Complaint handling
- Payment processing
- Client relations
- Professional telephone demeanor
- Scheduling
Timeline
Event Staff Member
Andy Frain
10.2024 - 12.2024
Customer Service Leader
H&R Block
01.2015 - 10.2019
Receptionist
Alpine Inn Bed and Breakfast
04.2010 - 06.2017
Bachelor of Science - Business Administration
Grantham University