Judy James
Customer Service
Decatur,TX
Summary
- Seeking a position as a front desk agent at a busy and successful hotel setting
- Knowledgeable and recently promoted to Sales Manager at busy hotel
- Warm and friendly with the ability to help customers in any situation.
- Enjoys working closely with team members to provide a positive guest experience
- Driven Front Desk Agent highly skilled in managing reservations, telephone calls and customer inquiries
- Poised with total commitment to guest satisfaction
- Well-versed in mitigating customer dissatisfaction with prompt service and diplomatic communication
Overview
19
19
years of professional experience
Work History
Customer Service Representative
Hampton Hotel by Hilton
04.2024 - Current
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
Front Desk Agent
Element by Marriott
01.2020 - 05.2021
- Front desk responsibilities including greeting and registering the guest with exceptional customer service during their stay. Making and modifying reservations and concierge duties.
- Providing attentive courteous and efficient service to all guests prior to arrival and throughout their stay, while maximizing room revenue and occupancy.
- Maintained a positive and upbeat personality with a desire to deliver outstanding customer service to the guest.
- Communicated problems regarding guest rooms to housekeeping services and maintenance personnel.
- Politely welcomed arriving guests, providing room keys and information on amenities and policies.
- Used quick response and dynamic service skills to build relationships with patrons, improving customer retention rate.
- Confirmed relevant guest information and payment methods to prevent fraud.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
Front Desk Agent/Sales Manager
La Quinta Inn & Suites
06.2016 - 06.2019
- Provided guests with above-and-beyond service, including making outside venue reservations and setting up tours.
- Calculated billings and posted charges to room accounts, reviewing all charges with guests at checkout.
- Took reservations over phone, in person and via computer for guests and provided confirmation information.
- Maintained financial accuracy by collecting deposits, fees and payments, processing changes and issuing receipts.
- Communicated problems regarding guest rooms to housekeeping services and maintenance personnel.
- Politely welcomed arriving guests, providing room keys and information on amenities and policies.
- Used quick response and dynamic service skills to build relationships with patrons, improving customer retention rate.
- Confirmed relevant guest information and payment methods to prevent fraud.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Answered multi-line phone system, responded to inquiries and transferred calls to correct departments and personnel.
Optometry Technician
Trophy Club Vision Care
03.2006 - 08.2016
- Taught patients about medications, procedures and care plan instructions.
- Enhanced patient outcomes by providing knowledgeable education on procedures, medications and other physician instructions.
- Collaborated with medical and administrative personnel to maintain patient-focused, engaging and compassionate environment.
- Oriented and trained new staff on proper procedures and policies.
- Performed clerical duties, such as word processing, data entry, answering phones and filing.
- Maintained detailed records of test results by entering data and patient information into computer.
- Directed patients to exam rooms, fielded questions and prepared for physician examinations.
Education
Associates Degree - Medical Social Work
Stephen F Austin University.
Nacoogdoches Texas1986
Skills
Customer service
Problem-solving
Active listening
Product knowledge
Call management
Adaptability and flexibility
Complaint resolution
Time management
Customer relations
Problem resolution
Critical thinking
Decision-making
Appointment scheduling
Computer proficiency
Scheduling
Complaint handling
Customer relationship management (CRM)
Customer satisfaction measurement
Consultative sales
Live chat support
Relationship building
Follow-up skills
Microsoft outlook
Client relations
Conflict resolution
Documentation
Assertiveness
Product sales
Product education
Office equipment proficiency
Accomplishments
Several repetitive reviews regarding my services for our guests'..
Timeline
Customer Service Representative
Hampton Hotel by Hilton
04.2024 - Current
Front Desk Agent
Element by Marriott
01.2020 - 05.2021
Front Desk Agent/Sales Manager
La Quinta Inn & Suites
06.2016 - 06.2019
Optometry Technician
Trophy Club Vision Care
03.2006 - 08.2016
Associates Degree - Medical Social Work
Stephen F Austin University.