MS Office, Sirius Sales Points, Visual One, Kronos, Outlook and Empath
Karen Marino
Administrative Assistant/Clerical
Lancaster,PA
Summary
Personable Personnel Assistant with solid background in talent acquisition, employee relations and performance management. Skilled in utilizing data and analytics to push strategic HR initiatives. Strong analytical skills and committed to implementing HR policies and procedures. Hardworking Customer Service Representative Supervisor maintains and enhances customer service by delivering systems and procedures and supervising staff. Communicative and responsible team leader builds productive and positive relationships with employees and customers to improve retention and loyalty. Consistently promotes company values and culture through all interactions. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
17
17
years of professional experience
5
5
years of post-secondary education
Work History
Guest Service Supervisor
June Mountain Ski Area, LLC
June Lake, CA
12.2013 - 12.2022
- Trained junior team members in customer service strategies and property policies.
- Maintained high employee satisfaction and performance with hands-on and collaborative style.
- Set and managed policies for concierge services and guest relations.
- Reviewed upcoming events and planned for expected challenges.
- Monitored team performance to confirm customer service standards were consistently met.
- Maintained up-to-date knowledge of products and services offered.
- Streamlined operational processes to maximize efficiency and customer satisfaction.
- Created and delivered effective training materials and courses.
- Led weekly staff meetings to maintain continuity of service and quality standards.
- Resolved customer complaints swiftly, finding resolutions that maintained customer satisfaction.
- Supported team members by offering constructive feedback and coaching as needed.
- Collaborated closely with other departments to meet guest needs and provide best possible experience.
- Processed guest payments and provided accurate change.
- Analyzed customer feedback to identify areas requiring improvement.
- Trained and managed team of 3 Guest Services Representatives successfully.
- Created and managed accurate occupancy forecasts and budgets.
- Managed day-to-day operations of lodging facility, scheduling staff and overseeing budgets.
- Evaluated and promptly resolved lodging facility operational issues.
- Greeted and assisted guests by gathering information pertaining to reservations or requests.
- Assisted with development and distribution of marketing materials for facility.
- Supervised team of 3 front desk agents and helped to resolve issues arising during shifts.
- Fostered safe lodging environment with reliable and effective security services.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Established and upheld high standards, promoting great customer service and assistance to guests.
- Maintained well-regarded concierge services to provide guests with assistance and convenient information about local attractions.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Solicited and reviewed guest feedback and promptly resolved complaints.
- Implemented successful strategies to increase customer satisfaction.
Corporate Operator Supervisor/Personnel Records Specialist
Mammoth Mountain Ski Area, LLC
Mammoth Lakes, CA
10.2005 - 10.2012
- Administered employee benefits programs and assisted with open enrollment.
- Developed disaster and recovery strategy to prepare company for hazardous weather conditions, nuclear accidents and terrorist attacks.
- Worked alongside global business leader to deploy new training strategies.
- Improved office efficiency by effectively managing internal communications and correspondence.
- Pre-screened resumes prior to sending to corporate hiring managers for consideration.
- Created and delivered HR training sessions to staff, managers and executives.
- Collaborated with managers to identify and address employee relations issues.
- Partnered with departmental managers to ascertain hiring needs and subsequently provide candidate recommendations.
- Reduced expenses by analyzing compensation policies and implementing competitive programs while ensuring adherence to legal requirements.
- Improved organizational filing systems for confidential employee records, resulting in improved accessibility and efficiency.
- Conducted performance reviews and provided feedback to managers on employee performance.
- Advocated for staff members, helping to identify and resolve conflicts.
Education
Certification As An EMT - Emergency Medical Technician Certification
College of The Canyons
Valencia, CA 09.2000 - 01.2001
Certification in Ultrasound Technician & Echo - Diagnostic Medical Sonography
The Beverly Hills School of Medical Science
Beverly Hills, CA 09.1999 - 06.2000
No Degree - Business Administration
College of The Canyons
Valencia, CA 05.2001 -
High School Diploma -
William S. Hart High School
Newhall, CA 09.1981 - 06.1985
Skills
File and records management
Training development
Organizational Development
Active Listening
MS Office
Clerical Support
Self-Motivated
Decision-Making
Attention to Detail
Data Entry
Teamwork and Collaboration
Training and mentoring
Complaint resolution
POS systems expert
Technical Support
Staff education and training
Administrative support
Money handling abilities
Multi-line phone talent
Service standard compliance
Medical terminology knowledge
Professional telephone demeanor
Creative problem solving
Customer assistance
Drawer management
Reports and documents
Cleaning and sanitizing
Point-of-sale system operation
Receipt and refund issuance
Till counting
Currency counting
Money handling
Order taking
Cash drawer management
Product and service sales
Proficient in [Software]
Safe verifications
Product restocking
Guest inquiries
Refund handling
Cash register operation
Customer Relations
Refunds and exchanges
Basic math skills
Point of sale operation
Product knowledge
Time management skills
Written and verbal communication
Records Maintenance
Multi-tasking skill
Flexible and Adaptable
Analytical and Critical Thinking
Problem-Solving
Accomplishments
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Promoted to Corporate Operator Supervisor after only 1 1/2 months for exceptional performance.
- Earned Double Black Diamond awards for Guest Reviews Praising my Customer Service Abilities.
Software
Timeline
Guest Service Supervisor
June Mountain Ski Area, LLC
12.2013 - 12.2022
Corporate Operator Supervisor/Personnel Records Specialist
Mammoth Mountain Ski Area, LLC
10.2005 - 10.2012
No Degree - Business Administration
College of The Canyons
05.2001 -
Certification As An EMT - Emergency Medical Technician Certification
College of The Canyons
09.2000 - 01.2001
Certification in Ultrasound Technician & Echo - Diagnostic Medical Sonography
The Beverly Hills School of Medical Science
09.1999 - 06.2000
High School Diploma -
William S. Hart High School
09.1981 - 06.1985