Jessica Shelton
Pittsburgh,US
Summary
Highly motivated candidate equipped to support safety and security of people and property. Experienced in assessing and resolving complex security and safety issues with proven record of maintaining a professional demeanor in high-pressure situations. Demonstrated ability to remain alert and take appropriate action in emergency situations. Focused professional with (12) years of work experience and proven knowledge of electronic surveillance, emergency preparedness, and interrogation. Aiming to leverage my abilities to successfully fill (Customer Service) role on your team.
Overview
32
32
years of professional experience
Work History
SECURITY GUARDS
Rivers Casino
10.2022 - Current
- Escorting transporting documentation registration working various posts Sec in the hospital, making sure customers are safe as well as given great customer service
HOTEL FRONT OFFICE RECEPTIONIST
Rivers Casino
11.2021 - 01.2023
- Assisting customer service booking reservations, handling customers complaints secure that they have the proper reservations, confinement reservations, data entry as well as customer support
- Assisted with making reservations for guests both online and over the telephone
- Provided detailed information about hotel amenities, services, and local attractions to guests upon request
- Analyzed data from various sources in order to identify trends related to customer satisfaction levels
- Demonstrated strong organizational skills while managing multiple tasks such as processing payments, handling reservations, and checking guests in and out of the hotel
- Greeted guests warmly upon arrival and provided assistance with luggage when needed
- Maintained up-to-date knowledge of hotel rates, policies, and special offers so that I could provide accurate information to guests
- Responded promptly to emails from customers regarding booking requests or other inquiries
- Demonstrated effective communication skills when dealing with customers face-to-face or over the phone
- Provided excellent customer service to guests, responding promptly to inquiries and resolving any issues or complaints in a timely manner
- Performed general administrative duties such as filing paperwork, answering phones calls
- Created a positive first impression by maintaining professional appearance standards at the front desk area
- Collaborated closely with other departments in order to ensure smooth operations of the front desk area
- Utilized computer systems efficiently to process guest information and prepare invoices accurately
- Monitored guest feedback through surveys or comment cards in order to identify areas for improvement in service delivery
- Made and confirmed reservations
- Computed bills, collect payments, and make change for guests
- Answered inquiries pertaining to hotel services, guest registration and travel directions, and made recommendations regarding shopping, dining, and entertainment
- Kept records of room availability and guests' accounts, manually, and using computers
- Contacted housekeeping or maintenance staff when guests reported problems
- Recorded guest comments and complaints, referred customers to managers as necessary
- Advised housekeeping staff when rooms had been vacated and were ready for cleaning
SCHEDULING COORDINATOR
Rivers Casino
01.2021 - 08.2022
- Drafted agendas for internal meetings and ensured that all necessary materials were available prior to start time
- Created reports summarizing upcoming events and meetings for management review as needed
- Ensured accuracy of all data entry related to scheduling functions including entering new appointments into calendar systems
- Resolved conflicts between multiple parties over conflicting meeting times or venue availability quickly and efficiently
- Facilitated the coordination of travel arrangements and itineraries for staff members
- Managed phone calls from clients regarding meeting requests while ensuring compliance with company policies
- Communicated effectively with stakeholders at all levels to ensure timely delivery of services
- Provided support in tracking project milestones by creating detailed timelines and monitoring progress against them
- Assisted in developing processes and procedures to streamline scheduling operations
- Demonstrated expertise in using MS Office Suite to create and manage complex schedules
- Analyzed data regularly to identify areas where improvements could be made in the scheduling process
HOST
Rivers Casino
01.2019 - 03.2021
- Seating guest making reservations cashier guest concerns directing guest
- Demonstrated excellent multitasking abilities while organizing reservations, conducting table visits, and answering phones simultaneously
- Demonstrated strong problem-solving skills while managing seating arrangements and resolving guest complaints
- Answered phone calls to take reservations and address guest questions and concerns
- Supported servers and bussers through high-volume shifts with food running and table clearing
- Worked collaboratively with other staff members to ensure the efficient flow of operations during peak dining hours
- Managed telephone and internet take-out orders and coordinated hand-off for delivery orders with third-party drivers
- Built positive relationships with regulars to ensure their loyalty to the establishment
- Conversed with members and guests in outgoing and friendly manner
- Presented positive first impression of establishment's high standards by delivering exceptional service
- Monitored cleanliness of common areas and dining rooms to maintain neat and welcoming establishment
- Escorted guests to proper tables or offered open seating options in bar and patio areas
- Trained new staff members on proper hosting etiquette and procedures
- Greeted patrons and coordinated table assignments to meet party preferences and requests
- Monitored restaurant activity to determine seating and dining flow
- Helped FOH team members, maintaining positive working relationships
- Engaged with guests to maximize satisfaction with food and service
- Stocked service areas with supplies to deliver faster service to guests
- Helped bus tables and ran food to patrons during high-volume periods
GUEST SERVICE
PSSI LLS
01.2014 - 02.2018
- Directing the guest helping guest with needs and complaints with loss item with seating making sure guest have the best customer service experience while in the Steelers Stadium
- Coordinated daily operations of guest service department to ensure efficient delivery of services
- Monitored the performance of guest service agents, providing feedback and coaching as needed to improve overall performance
- Enforced house rules while providing superior guest service in accordance with company standards
- Assisted in training new Guest Service Hosts on proper protocol for handling customer inquiries
- Demonstrated ability to provide exceptional customer service, while leading a team of guest service agents
- Collaborated effectively with other team members in order to provide superior guest service experience
- Displayed knowledge of hospitality industry standards by providing superior guest service experiences
- Communicated with hostess to drive efficient seating, table utilization and guest service
- Demonstrated ability to manage a team of guest service representatives, ensuring that customer satisfaction is the top priority
- Trained new employees on company policies and procedures related to guest service operations
- Delivered guest service with high-level hospitality to boost customer service
- Developed efficient processes for streamlining the guest service department operations
- Adhered to all company policies and procedures regarding guest service, safety, and security
- Demonstrated ability to lead a team of guest service associates in providing excellent customer service
- Managed multiple tasks simultaneously while providing exceptional guest service
- Greeted patrons promptly and cordially, exhibiting excellent guest service skills
- Delivered courteous guest service and effectively resolved customer complaints
- Provided exceptional guest service experiences by accurately answering questions and resolving issues in a timely manner
Assistant Activity Director
Heartland Healthcare Manor Care
01.2001 - 05.2008
- Customer services resident activities resident care plan trip planning activities planning resident care Daily ledger of residents interaction to care plan Accomplishments promotion from activity Aid to assistant Director of activity Skills Used Microsoft word powerpoint typing copying faxing care plan developing
- Monitored resident engagement during activities and adjusted accordingly as needed
- Maintained updated knowledge of current trends related to therapeutic recreation practices
- Facilitated communication between residents, their families and staff members to ensure the best quality of care
- Cultivated relationships with vendors to purchase supplies at discounted prices for scheduled events
- Collaborated with interdisciplinary team members to develop new ideas for stimulating programming
- Communicated effectively with fellow staff members regarding client progress, concerns or issues
- Resolved conflicts between participants using effective conflict resolution techniques
- Developed organizational skills by coordinating and scheduling group activities for residents
- Adapted quickly to changes in resident population or staffing levels to meet the needs of each situation
- Assisted in developing individualized activity plans based on resident needs and preferences
- Encouraged socialization among residents by facilitating group games and other interactive events
- Utilized problem solving skills to handle challenging situations that arose during activities
- Created a safe environment for residents to participate in recreational activities
- Provided guidance, leadership and instruction on proper use of equipment during recreational activities
- Demonstrated patience when working with elderly individuals who have physical or mental limitations
- Contributed positive energy to create an enjoyable atmosphere during daily activities
- Ensured compliance with safety regulations while participating in activities with residents
- Organized special events such as birthday parties, holiday celebrations and field trips for the facility's residents
- Maintained accurate documentation of all activity programs, including attendance records and incident reports
- Provided emotional support to residents through one-on-one conversations and activities
- Assisted with decorating and preparing facility for special events and seasonal parties
- Collaborated with other team members to deliver memorable and fun programs and activities
- Established and sustained cooperative and positive professional relationships with staff and guests
- Supervised vendors at assigned events and programs
- Developed calendar of events for distribution to stakeholders
- Solicited community involvement for participation and assistance with activities and events
- Collaborated with staff members to plan and developed programs of events and schedules of activities
- Planned, directed, or supervised recreational and entertainment activities led by staff, such as sports, aquatics, games, or performing arts
- Inspected work areas and operating equipment to ensure conformance to established standards in areas such as cleanliness and maintenance
- Met with managers or other supervisors to stay informed of changes affecting workers or operations
- Implemented successful partnership initiatives with local organizations to expand available resources for programs and foster community connections.
- Streamlined activity scheduling by collaborating with other departments, ensuring efficient use of resources and facilities.
- Ensured safety standards were met during all activities by strictly adhering to established guidelines and protocols.
- Trained new staff members on company policies, procedures, and best practices to maintain a high standard of professionalism within the team.
- Oversaw daily facility maintenance tasks such as cleaning common areas and organizing equipment storage spaces for easy access during activity setup times.
- Increased community engagement through targeted marketing efforts, resulting in higher attendance at events and workshops.
- Optimized budget allocation by closely monitoring expenses and adjusting spending as needed to maximize program offerings.
- Supported Activity Director in administrative tasks such as preparing reports, managing budgets, and coordinating staff schedules to ensure smooth department operations.
- Organized special events including holiday celebrations, themed parties, fundraising campaigns, and community outreach initiatives to enhance participant engagement.
- Provided exceptional customer service by addressing participant concerns promptly and empathetically while seeking appropriate solutions.
- Improved communication among team members by implementing a centralized scheduling system that streamlined coordination efforts among departments.
- Evaluated program effectiveness through regular assessments, making improvements as necessary to ensure consistent quality offerings.
- Ensured compliance with all federal, state, and local regulations pertaining to the operation of recreation programs by staying current on relevant laws and policy updates.
- Managed volunteer recruitment efforts, providing training sessions and ongoing support to ensure their success in assisting with program execution.
- Designed engaging promotional materials for upcoming events using graphic design software to effectively communicate information to target audiences.
- Maintained accurate records of participant attendance, registration data, fees collected, and related operational details to support effective decision-making processes.
- Enhanced participant satisfaction by planning and executing diverse recreational activities for various age groups.
- Developed innovative program ideas by researching industry trends and conducting regular feedback sessions with participants.
- Established a welcoming environment for participants by fostering positive relationships among attendees, staff, and volunteers.
- Planned resident outings and special events to mark holidays and celebrate special occasions.
- Designed wide variety of activities to stimulate interest, involvement, and engagement of patients.
- Developed monthly life enrichment calendar and published electronically and in print.
- Assisted with safety and emergency planning to secure patient safety while at facility and prevent injury.
- Worked with nursing team to identify and document changes in patient mental acuity and physical abilities.
- Created and delivered recreational programs for small and large groups of residents.
- Developed and lead intergenerational activities to encourage mental agility of patients.
- Maintained activity records and reports to evaluate program success and identify areas for improvement.
- Maintained running inventory of supplies and purchases to monitor budget expenditures.
- Trained and provided information to new volunteers to contribute to activities and programs in constructive ways.
CUSTOMER SERVICE REP
Kauffmans department store
01.2001 - 02.2003
- Cashier US postal Services Data Entry weighing mailing letters packages ect balancing ledgers processing payment account look up credit advancement products warranties Accomplishments advance from shift cashier to shift supervisor Skills Used typing computers Microsoft words power point ect Data Entries check processing accounts payables and receivable
- Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers
- Developed strong customer relationships and loyalty through effective communication
- Maintained knowledge of company products to provide helpful suggestions and recommendations to customers
- Responded to telephone inquiries and complaints following standard operating procedures
- Greeted customers by name and displayed respectful attitude, helping develop rapport with customer base and build lasting relationships
- Addressed customers courteously using suitable methods and problem-solving skills
- Utilized problem-solving techniques to identify solutions for complex customer inquiries
- Assisted with training and mentoring new team members
- Processed orders, returns, and exchanges in an accurate and efficient manner
- Assisted customers with product selection by providing detailed information about available products and services
- Maintained an updated knowledge base of current products, services, pricing, promotions
- Met daily customer service quotas with a focus on quality
- Participated in team meetings to discuss new ideas for improving the overall quality of customer service provided
- Remained open to feedback from supervisor and peers to build and improve skills set
- Updated and maintained database with accurate customer information and timely data entry
- Developed and maintained working knowledge of internal policies, procedures, and services to appropriately address customer issues
- Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts
- Logged details of customer service calls in computer system following correct protocols
- Processed orders and detailed transaction information to customers
- Provided account information to customers and explained bill service policies and customer rights
- Tracked all incoming calls and emails from customers using appropriate software applications
- Investigated and researched issues to determine root causes and appropriate resolution methods
- Maintained logs and documentation to detail key information regarding incoming and outgoing calls
- Monitored daily performance metrics such as call volume, wait times, resolution times
- Followed up with customers regarding product functionality and overall satisfaction
- Complied with corporate and regulatory policies regarding information confidentiality and privacy
- Collaborated with colleagues to develop strategies for increasing customer loyalty and retention rates
- Analyzed customer feedback surveys to identify areas of improvement in the customer service department
STORE MANAGER MONEY MART CHECK CASHING
Heartland Healthcare Manor Care
01.1996 - 06.2001
- Customer Service Rep cashing accounts payable accounts receivable loan payments process loan process utilities payments balancing ledgers typing copying computers skills Accomplishments promotion from acting manager to store manager
- Provided leadership and motivation to team members to increase productivity and efficiency within the store
- Trained staff on proper cash handling procedures including daily deposits, credit card payments, and end-of-day reconciliation of register funds
- Interviewed and hired prospective employees according to team needs
- Solved problems and resolved conflicts for team members and customers
- Oversaw day-to-day store operations to foster efficient and profitable operations
- Mentored new employees on store policies and procedures while providing guidance and support in their roles
- Managed inventory levels by ordering stock as needed, tracking sales trends, and adjusting orders accordingly
- Created weekly work schedules to meet staffing needs while controlling labor costs
- Addressed employee issues, performed corrective actions, and terminated employment when necessary
- Stocked and organized products in storage spaces and retail shelves
- Tracked store inventory and ordered new products to prevent shortages
- Coordinated employee schedules according to availability and made staffing adjustments to cover shifts
- Monitored customer service levels and implemented necessary changes to improve customer satisfaction
- Evaluated customer feedback and complaints to locate weaknesses and improve service
- Monitored store operations to ensure compliance with safety regulations, company policies, and legal requirements
- Conducted regular performance reviews with staff to ensure job expectations were met or exceeded
- Set sales targets and budgets for team leads and employees to follow
- Implemented loss prevention strategies, alleviating shrink
- Arranged store cleanings and renovations during periods of low customer traffic
- Leveraged new sales strategies to increase store revenue
- Analyzed sales numbers and performance metrics to locate deficits and implement process improvements
- Established efficient inventory management system to maximize sales and reduce costs
- Developed and implemented a customer service program to ensure consistent, high quality service throughout the store
- Created and distributed training materials to staff members
- Developed and executed marketing plans to promote store products and services
- Scheduled maintenance and repairs on company equipment to streamline workflow and prevent malfunctions
- Negotiated vendor contracts for product purchases that resulted in cost savings for the organization
- Analyzed sales data to identify areas of improvement and develop strategies for increasing revenue
- Analyzed financial data to identify areas of improvement
- Handled customer complaints professionally and resolved issues promptly
- Prepared staff work schedules and assigned specific duties
- Set and implemented strategic goals and initiatives to align company with mission, values, and vision
- Reviewed financial statements, sales reports, and other performance data to measure productivity
- Analyzed data from financial reports to identify areas of improvement in business operations
- Demonstrated and supported continuous improvement and growth mindset
- Facilitated open communication between departments to improve collaboration among teams
- Designed innovative approaches to optimize workflow, streamline procedures, and enhance customer service satisfaction levels
- Established and monitored KPIs to optimize company performance
- Monitored suppliers to efficiently provide needed goods and services within budgetary limits
- Utilized data analytics techniques to identify areas for improvement
COURTESY DESK ATTENDANT
Walmart department store
01.1993 - 06.1999
- Customer services resident activities resident care plan trip planning activities planning resident care Daily ledger of residents interaction to care plan Accomplishments promotion from activity Aid to assistant Director of activity Skills Used Microsoft word powerpoint typing copying faxing care plan developing
- Monitored resident engagement during activities and adjusted accordingly as needed
- Maintained updated knowledge of current trends related to therapeutic recreation practices
- Facilitated communication between residents, their families and staff members to ensure the best quality of care
- Cultivated relationships with vendors to purchase supplies at discounted prices for scheduled events
- Collaborated with interdisciplinary team members to develop new ideas for stimulating programming
- Communicated effectively with fellow staff members regarding client progress, concerns or issues
- Resolved conflicts between participants using effective conflict resolution techniques
- Developed organizational skills by coordinating and scheduling group activities for residents
- Adapted quickly to changes in resident population or staffing levels to meet the needs of each situation
- Assisted in developing individualized activity plans based on resident needs and preferences
- Encouraged socialization among residents by facilitating group games and other interactive events
- Utilized problem solving skills to handle challenging situations that arose during activities
- Created a safe environment for residents to participate in recreational activities
- Provided guidance, leadership and instruction on proper use of equipment during recreational activities
- Demonstrated patience when working with elderly individuals who have physical or mental limitations
- Contributed positive energy to create an enjoyable atmosphere during daily activities
- Ensured compliance with safety regulations while participating in activities with residents
- Organized special events such as birthday parties, holiday celebrations and field trips for the facility's residents
- Maintained accurate documentation of all activity programs, including attendance records and incident reports
- Provided emotional support to residents through one-on-one conversations and activities
- Assisted with decorating and preparing facility for special events and seasonal parties
- Collaborated with other team members to deliver memorable and fun programs and activities
- Established and sustained cooperative and positive professional relationships with staff and guests
- Supervised vendors at assigned events and programs
- Developed calendar of events for distribution to stakeholders
- Solicited community involvement for participation and assistance with activities and events
- Collaborated with staff members to plan and developed programs of events and schedules of activities
- Planned, directed, or supervised recreational and entertainment activities led by staff, such as sports, aquatics, games, or performing arts
- Inspected work areas and operating equipment to ensure conformance to established standards in areas such as cleanliness and maintenance
- Met with managers or other supervisors to stay informed of changes affecting workers or operations
- Implemented successful partnership initiatives with local organizations to expand available resources for programs and foster community connections.
- Streamlined activity scheduling by collaborating with other departments, ensuring efficient use of resources and facilities.
- Ensured safety standards were met during all activities by strictly adhering to established guidelines and protocols.
- Trained new staff members on company policies, procedures, and best practices to maintain a high standard of professionalism within the team.
- Oversaw daily facility maintenance tasks such as cleaning common areas and organizing equipment storage spaces for easy access during activity setup times.
- Increased community engagement through targeted marketing efforts, resulting in higher attendance at events and workshops.
- Optimized budget allocation by closely monitoring expenses and adjusting spending as needed to maximize program offerings.
- Supported Activity Director in administrative tasks such as preparing reports, managing budgets, and coordinating staff schedules to ensure smooth department operations.
- Organized special events including holiday celebrations, themed parties, fundraising campaigns, and community outreach initiatives to enhance participant engagement.
- Provided exceptional customer service by addressing participant concerns promptly and empathetically while seeking appropriate solutions.
- Improved communication among team members by implementing a centralized scheduling system that streamlined coordination efforts among departments.
- Evaluated program effectiveness through regular assessments, making improvements as necessary to ensure consistent quality offerings.
- Ensured compliance with all federal, state, and local regulations pertaining to the operation of recreation programs by staying current on relevant laws and policy updates.
- Managed volunteer recruitment efforts, providing training sessions and ongoing support to ensure their success in assisting with program execution.
- Designed engaging promotional materials for upcoming events using graphic design software to effectively communicate information to target audiences.
- Maintained accurate records of participant attendance, registration data, fees collected, and related operational details to support effective decision-making processes.
- Enhanced participant satisfaction by planning and executing diverse recreational activities for various age groups.
- Developed innovative program ideas by researching industry trends and conducting regular feedback sessions with participants.
- Established a welcoming environment for participants by fostering positive relationships among attendees, staff, and volunteers.
- Planned resident outings and special events to mark holidays and celebrate special occasions.
- Designed wide variety of activities to stimulate interest, involvement, and engagement of patients.
- Developed monthly life enrichment calendar and published electronically and in print.
- Assisted with safety and emergency planning to secure patient safety while at facility and prevent injury.
- Worked with nursing team to identify and document changes in patient mental acuity and physical abilities.
- Created and delivered recreational programs for small and large groups of residents.
- Developed and lead intergenerational activities to encourage mental agility of patients.
- Maintained activity records and reports to evaluate program success and identify areas for improvement.
- Maintained running inventory of supplies and purchases to monitor budget expenditures.
- Trained and provided information to new volunteers to contribute to activities and programs in constructive ways.
Skills
- Access Control
- CPR Certified
- Security software
- De-Escalation Techniques
- Team Collaboration
- Self-Defense
- Emergency Management
- Multitasking Abilities
- Sensitive information handling
- Effective Communication
- Keen observer
- Interpersonal Communication
- Team Player
- Verbal and written communication
- Professional Demeanor
- Superb surveillance skills
- Employee and Visitor Screening
- Problem-Solving
- Frisking Procedures
- Surveillance Detection
- Incident Reporting
- Security procedures knowledge
- Goal Setting
- Document Preparation
- Baggage Screening
- Problem-solving aptitude
- Access systems and patrol
- Reliable and Responsible
- Legible report writing
- Attentive and Observant
- Excellent Communication
- Crime Prevention
- Crisis Management Plans
- Time Management
- Organizational Skills
- Building Evacuation
- Professionalism
- Workplace Safety
- Honest and Dependable
- Ground Patrol
- ID Verification
- Surveillance
- Customer Service
- Threat Assessment
- Guard Post Rotation
- Pattern Recognition
- Lockdown Procedures
- Security Protocols
- Work ethic
- Punctuality
- Problem-solving abilities
- Security Needs Assessment
- Self Motivation
- Mobile Patrols
- First Aid Training
- First Aid Certified
References
- Barbara Martin, Heartland Health Care, Nursing Supervisor, (412) 522-4124
- Juana Saunders, Kaufman's Department Store, District Manager, (412) 901-5890
- Breonna Goins, Walmart Department Store, Customer Services Management, (412) 302-0044
Timeline
SECURITY GUARDS
Rivers Casino
10.2022 - Current
HOTEL FRONT OFFICE RECEPTIONIST
Rivers Casino
11.2021 - 01.2023
SCHEDULING COORDINATOR
Rivers Casino
01.2021 - 08.2022
HOST
Rivers Casino
01.2019 - 03.2021
GUEST SERVICE
PSSI LLS
01.2014 - 02.2018
Assistant Activity Director
Heartland Healthcare Manor Care
01.2001 - 05.2008
CUSTOMER SERVICE REP
Kauffmans department store
01.2001 - 02.2003
STORE MANAGER MONEY MART CHECK CASHING
Heartland Healthcare Manor Care
01.1996 - 06.2001
COURTESY DESK ATTENDANT
Walmart department store
01.1993 - 06.1999