Joy-Amanda Duncan
Waianae
Summary
Knowledgeable and dedicated customer service professional with extensive experience within the Hospitality 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
10
10
years of professional experience
Work History
Entertainment Reservationist
Aulani, A Disney Resort & Spa
02.2018 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Handled customer inquiries and suggestions courteously and professionally.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Youth Activities Counselor
Aulani Disney Resort & Spa
02.2018 - Current
- Used internal software to process reservations, check-ins and check-outs.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Supervised activities and events including: parties, arts and crafts, group activities, meals, and premium programs.
- Diffused tense situations using active listening, problem solving and clear communication to resolve issues.
Day Camp Lead Counselor
Ray & Joan Kroc Corps Community Center
06.2013 - 12.2018
- Onboarded new employees with training and new hire documentation.
- Improved safety procedures to create safe working conditions for workers.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
Education
Bachelor of Arts - Exercise Science
Bethel College
Mishawaka, IN2016
Skills
- Strong Telephone Etiquette
- Troubleshooting and Resolution
- Securing Reservations
- Customer Support
- Hospitality Operations
- Critical Thinking
- Microsoft Office
- Incident Reports
- Behavioral Guidance
Timeline
Entertainment Reservationist
Aulani, A Disney Resort & Spa
02.2018 - Current
Youth Activities Counselor
Aulani Disney Resort & Spa
02.2018 - Current
Day Camp Lead Counselor
Ray & Joan Kroc Corps Community Center
06.2013 - 12.2018
Bachelor of Arts - Exercise Science
Bethel College
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