Jordan Snowden
Chicago,IL
Summary
Motivated professional with talent for coordinating guest services. Proactive with history of managing multiple tasks in various areas with specialties in conflict resolution, team coordination, and customer support. Highly organized, detail-oriented and thrives in fast-paced, intense environment.
Overview
5
5
years of professional experience
Work History
Front Desk Agent
Doubletree By Hilton Hotel
Chicago, IL
01.2022 - Current
- Stayed current on promotions, discounts, packages, and offers available at the hotel.
- Verified accuracy of room rates and other charges during check-in process.
- Provided information about hotel amenities, services, and local attractions.
- Collaborated with colleagues to ensure smooth operations of front desk area.
- Generated daily reports detailing occupancy levels, revenue amounts.
- Inputted guest information into computer system accurately and securely.
- Monitored security cameras in lobby area as needed.
- Performed light housekeeping duties such as stocking supplies or cleaning surfaces.
- Managed cash drawer responsibly throughout shift.
- Scheduled reservations for groups and special events.
- Processed payments accurately and efficiently.
- Provided excellent customer service while upholding company policies.
- Resolved customer complaints promptly and courteously.
- Addressed customer needs in a timely manner.
- Kept accurate records of guest transactions.
- Maintained cleanliness of lobby area at all times.
- Answered phones, responded to inquiries, and took messages.
- Ensured that all safety regulations were followed according to company standards.
- Assisted with luggage handling for incoming guests.
- Assisted with check-in and check-out procedures for guests.
- Answered telephones and greeted visitors to assist, answer questions and direct.
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Assisted guests at check-in, providing information on various services within hotel.
- Performed bookkeeping activities to balance accounts and conduct nightly audits.
- Prepared basic food service by setting up continental breakfast or coffee and tea supplies.
- Greeted, registered and assigned rooms to hotel or motel guests.
- Input and confirmed reservations for guests.
- Arranged tours, taxis or restaurant reservations for customers.
- Verified customer credit to establish payment method for accommodations.
- Recorded guest comments or complaints, escalating to management for immediate resolution.
- Issued room keys and escort instructions to bellhops.
- Posted incidental charges to ledgers, manually or by using computers.
- Deposited guest valuables in hotel safes or safe-deposit boxes.
- Cleaned and maintained lobby and common areas by restocking supplies and watering plants.
- Contacted housekeeping or maintenance staff to report room or building issues.
- Transmitted and received messages using telephones or telephone switchboards.
- Kept records of room availability and guest accounts, manually or using computers.
- Computed bills, collected payments and made change for guests.
- Advised housekeeping staff of rooms vacated and ready for cleaning.
Customer Service
Container Store
Chicago, IL
01.2021 - 01.2022
- Resolved customer complaints promptly and efficiently.
- Answered customer inquiries and provided accurate information regarding products and services.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Conducted regular follow-up calls with customers after resolving their issues.
- Developed strong relationships with customers by providing personalized assistance and support.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Maintained a high level of professionalism when dealing with difficult customers.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Provided exceptional customer service to ensure customer satisfaction.
- Identified opportunities for upselling additional products or services based on customer needs.
- Implemented innovative methods for streamlining the customer service process.
- Developed positive relationships with customers through friendly interactions.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Answered inbound calls, chats and emails to facilitate customer service.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Developed strong customer relationships to encourage repeat business.
- Took special orders in person and over telephone, generating additional revenue every month.
- Promoted available products and services to customers during service, account management and order calls.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Provided top quality control and eliminated downtime to maximize revenue.
- Supported sales team members to drive growth and development.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Prevented key account losses by researching discrepancies and correcting problems.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Surpassed sales goals through implementation of successful marketing strategies.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Determined accurate prices for customer services, consistently searching for deals and best prices.
- Contacted customers about potential service upgrades, new services and account changes.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Mentored junior team members and managed employee relationships.
- Oversaw warranty counseling process to manage expense controls.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Strengthened customer retention by offering discount options.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Collaborated with sales team members to stay current on inventory levels and resolve item issues.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Excelled in exceeding daily credit card application goals.
- Updated system with order specifics and customer details, preferences, and billing information.
- Updated databases with new and modified customer data.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Assisted customers with price checks, lifting heavy items and addressing other inquiries.
- Collected deposits or payments and arranged for billing.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Led on- and off-site customer support teams across multiple time zones.
- Liaised between customers and retail buyers to expedite orders and meet customer demands.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
Customer Service Representative
Target
Chicago, IL
01.2019 - 12.2021
- Resolved customer complaints promptly and efficiently.
- Answered customer inquiries and provided accurate information regarding products and services.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Conducted regular follow-up calls with customers after resolving their issues.
- Developed strong relationships with customers by providing personalized assistance and support.
Education
High School Diploma -
Rich South Campus High School
Richton Park, IL06-2012
Skills
- Guest Relations
- Front Office Support
- Safety and security procedures
- Marketing
- Customer Service
- Microsoft Office
- Training and mentoring
- Administrative Support
- Sales expertise
- Front Desk Management
- Oral and written communications
- Guest Services
- Problem-solving skills
- Reservation Systems
- Revenue management
Accomplishments
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Timeline
Front Desk Agent
Doubletree By Hilton Hotel
01.2022 - Current
Customer Service
Container Store
01.2021 - 01.2022
Customer Service Representative
Target
01.2019 - 12.2021
High School Diploma -
Rich South Campus High School