Justin Mack
Houston,TX
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Diligent Desired Position with solid background in customer service. Proven track record of efficiently resolving customer inquiries and maintaining high satisfaction rates. Demonstrated ability to leverage communication and problem-solving skills to enhance customer experience.
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, ad providing customized solutions to build loyalty.
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
6
6
years of professional experience
Work History
Housekeeping Manager
Aloft Hotel
5415 Westheimer Rd, 77056 Houston Tx
06.2021 - 01.2025
- Worked with front desk to respond promptly to all guest requests.
- Managed inventory levels effectively, ensuring adequate supplies for daily operations while minimizing waste and costs.
- Communicated repair needs to maintenance staff.
- Conducted regular performance evaluations for housekeeping staff, identifying areas for improvement and providing constructive feedback for professional development.
- Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements.
- Managed staff of Number housekeepers.
Customer Service Representative
Apple
Orlando, FL
01.2020 - 03.2021
- Maintained a clean and well-organized work environment for efficient operations and reduced workplace hazards.
- Participated in hiring processes for new houseman employees by reviewing applications, conducting interviews, and making recommendations based on qualifications.
- Provided guidance and supervision to housemen staff members, fostering a supportive work environment that encouraged professional growth.
- Communicated effectively with other department supervisors to maintain seamless operation across all hotel functions.
- Collaborated with the management team to establish goals, performance expectations, and quality standards for housemen staff.
- Reviewed employee performance regularly through evaluations and provided constructive feedback for improvement opportunities or recognition of achievements.
- Facilitated positive relationships between housemen staff members by resolving conflicts professionally and fairly when they arose.
- Contributed to budget planning by analyzing operational needs and recommending cost-saving measures where applicable.
- Improved team efficiency by implementing streamlined housekeeping processes and procedures.
- Conducted regular inspections of guest rooms and public areas to ensure adherence to cleanliness standards and timely completion of tasks.
- Maintained open communication channels with staff members, fostering an environment of trust and mutual respect that promoted teamwork and collaboration.
- Enhanced guest satisfaction through prompt response to requests, addressing concerns, and providing exceptional service.
- Addressed maintenance issues promptly by coordinating with relevant departments, ensuring minimal disruption to guests'' experiences.
- Assisted in inventory management by monitoring supply levels and submitting requisition orders as needed.
Customer Service Representative
Apple
03.2019 - 03.2020
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Developed feedback system for customers to share their service experience, leading to actionable improvements.
Education
Dr. Phillips High
Orlando, FLSkills
- Scheduling and planning
- Health and safety
- Housekeeping
- Recruitment and hiring
- Guest relations
- Employee relations
- Staff management
- Task delegation
- Waste management
- Energy conservation
- Laundry operations
- Customer service
- Attention to detail
- Goal oriented
- Verbal and written communication
- Decision-making
Accomplishments
Passed BSA audits, as well as lowered labor costs, which was needed at the company.
Timeline
Housekeeping Manager
Aloft Hotel
06.2021 - 01.2025
Customer Service Representative
Apple
01.2020 - 03.2021
Customer Service Representative
Apple
03.2019 - 03.2020
Dr. Phillips High