jothson pollas
Dedham
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Knowledgeable and dedicated customer service professional with extensive experience in Hotel industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
18
18
years of professional experience
Work History
Courier
FedEx
08.2019 - Current
- Followed company policies and procedures during shift
- Accurately process freight goods safely and efficiently following company protocols
- Operated vehicle safely in highly congested areas with no traffic violations
- Established lasting relationships with customers by delivering packages on time, interacting professionally and responding promptly to questions
- Developed strong interpersonal and communication skills from interacting professionally with dispatchers, upper management and peers
Front Desk Agent
Hilton Boston/Dedham
06.2019 - 10.2021
- Provide consistent superior service to prospective and current guests
- Including booking reservations, resolving complaints and scheduling special services
- Promote local amenities, events and venues
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
Guest Service Agent/Front Desk Agent
Fairfield Inn Marriott
05.2016 - 04.2018
- Resolved billing disputes promptly, maintaining professionalism and customer satisfaction throughout the process.
- Collected room deposits, fees, and payments.
- Maximized revenue by upselling room upgrades and additional services.
- Handled cash transactions accurately, balancing daily reports at the end of each shift.
- Assisted guests with reservations, modifications, and cancellations to meet their travel needs.
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
- Greeted guests upon arrival by providing warm welcome.
- Managed check-in and check-out procedures for guests.
Interpreter/Coordinator
Haitian Organization program for Education & Health, HOPEH
01.2007 - 01.2014
- Performed various administrative and event planning services
- Facilitated weekly board/staff meetings to determine strategic plan and direction in fundraising, community outreach, public visibility, volunteer recruitment/recognition, business partnerships, and facility development
- Provided translation and interpretation services via face-to-face and telephone as well as translating print articles/documents
Education
Certificate - (AWS) Amazon Web Services
Yellowtail-Tech
Online09-2025
Associate of Science - Information Technology
Mass Bay Community College
Wellesley, MA12.2020
Skills
- Customer Service
- HTML/CSS
- Hardware/Software Troubleshooting
- Microsoft Office
- MS Access
- JavaScript
- Python
- Windows
- Linux
- Hotel experience
- Front desk
- HTML5
- Problem-solving
- Attention to detail
- Working independently
Languages
French
Native or Bilingual
Timeline
Courier
FedEx
08.2019 - Current
Front Desk Agent
Hilton Boston/Dedham
06.2019 - 10.2021
Guest Service Agent/Front Desk Agent
Fairfield Inn Marriott
05.2016 - 04.2018
Interpreter/Coordinator
Haitian Organization program for Education & Health, HOPEH
01.2007 - 01.2014
Certificate - (AWS) Amazon Web Services
Yellowtail-Tech
Associate of Science - Information Technology
Mass Bay Community College