Johanna Fennell
Columbia,SC
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Dedicated Customer Service Team Member with unwavering commitment to customer service. Known for developing productive relationships, resolving complex issues and winning customer loyalty.
Overview
11
11
years of professional experience
Work History
Guest Service Representative
Doubletree By Hilton
Columbia, SC
04.2023 - Current
- Greeted guests and provided information regarding hotel services, amenities, and local attractions.
- Verified reservations by phone or in person.
- Assisted guests with check-ins and check-outs in a timely manner.
- Provided assistance to guests throughout their stay.
- Processed payments for room charges, taxes, and other incidentals as required.
- Resolved guest complaints in a professional manner.
- Informed customers about upcoming events held at the hotel.
- Tracked inventory levels of supplies needed for front desk operations.
- Promoted high level of guest satisfaction through genuine, enthusiastic and friendly interactions.
- Handled payment processing and provided customers with receipts and proper bills and change.
Front Office Manager
Solara Hospitality
Irmo, SC
09.2021 - 04.2023
- Managed customer complaints and rectified issues to complete satisfaction.
- Assisted in recruiting, training, evaluating and developing staff members in order to maintain high standards of performance.
- Resolved customer complaints promptly and efficiently while maintaining a professional demeanor at all times.
- Ensured proper maintenance of check-in and check-out log books, reservation logs and other related documents.
- Analyzed daily reports such as occupancy rate report, revenue report, prepared by subordinates.
- Conducted regular meetings with staff members to discuss new initiatives or changes in existing processes.
- Provided leadership to ensure that all Front Office team members are delivering excellent customer service.
- Developed and implemented strategies to maximize guest satisfaction and optimize operational efficiency.
- Coordinated with other departments to ensure smooth running of the entire hotel operation.
Fruit Expert/Customer Service Representative
Edible Arrangements
Irmo, SC
05.2020 - 09.2021
- Assists customers in the selection and purchase of Edible Products
- Leads in-store sales initiatives by using effective sales approaches and displaying strong knowledge of product line
- Effectively converts customer inquiries into sales
- Builds long-term relationships and builds the trust and loyalty of customers
- Responds to customer needs
- Maintains customer service area and equipment in a clean and appealing manner
- Manages difficult customer situations in a calm and professional manner
- Delivering fruits when needed
- Improved customer service wait times to mitigate complaints.
- Answered inbound calls, chats and emails to facilitate customer service.
Credit Representative
Sykes Enterprises, Incorporated
Sumter, SC
02.2018 - 04.2020
- Analyzed customer financial statements, credit reports, and other related documents to assess risk levels.
- Monitored customer accounts for any changes in payment status or account balances.
- Negotiated payment plans with customers experiencing delinquencies in order to minimize losses.
- Approved or denied applications for financing based on established criteria and standards.
- Assisted customers with inquiries regarding their accounts, payments, and billing issues.
- Investigated customer disputes concerning accuracy of information reported to the Credit Bureau.
- Reviewed existing loan agreements for accuracy and compliance with company policies.
Customer Service Representative
QVC
Chesapeake, VA
10.2017 - 02.2018
- Greet customers warmly and ascertain problem or reason for calling
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Educated customers on special pricing opportunities and company offerings.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
Shift Leader
Chick-fil-A - Virginia
Virginia Beach, VA
06.2013 - 10.2017
- Trained new employees to perform duties.
- Consistently maintained high levels of cleanliness, organization, storage and sanitation of food and beverage products to ensure quality.
- Distributed food to service staff for prompt delivery to customers.
- Coached team members on food safety and sanitation processes, customer service, menu education and up-selling techniques to drive revenue.
- Maintained safe working and guest environment to reduce risk of injury and accidents.
- Reconciled daily transactions, balanced cash registers and deposited restaurant's earnings at bank.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Scheduled and directed staff in daily work assignments to maximize productivity.
- Resolved and investigated complaints regarding service, food quality and accommodations.
- Inspected restrooms and dining and serving areas to foster cleanliness and proper setup.
Education
Associate of Science - Early Childhood Education
Rasmussen College
Lake Elmo, MN12.2022
High school diploma -
Norview High School
Norfolk, VA06-2013
Skills
- Attention to Detail
- Customer Service
- Excellent Communication
- Listening Skills
- Handling Customer Complaints
- Multitasking and Organization
- Team Collaboration
- Computer Skills
- Critical Thinking
- Upselling Techniques
- Problem-Solving
- Phone and Email Etiquette
- Payment Collection
- Guest Relations
- Payment Processing
Additional Information
- Authorized to work in the US for any employer
Timeline
Guest Service Representative
Doubletree By Hilton
04.2023 - Current
Front Office Manager
Solara Hospitality
09.2021 - 04.2023
Fruit Expert/Customer Service Representative
Edible Arrangements
05.2020 - 09.2021
Credit Representative
Sykes Enterprises, Incorporated
02.2018 - 04.2020
Customer Service Representative
QVC
10.2017 - 02.2018
Shift Leader
Chick-fil-A - Virginia
06.2013 - 10.2017
Associate of Science - Early Childhood Education
Rasmussen College
High school diploma -
Norview High School