Karla Hotchkiss
Fernandina Beach,FL
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
10
10
years of professional experience
Work History
Brand Ambassador
Facetime Promotions
Fernandina Beach, FL
11.2023 - Current
- Contract off premise promotions.
- Create customer relationships to influence and exceed retail standards.
- Create lasting relationships with my accounts and their customers to ensure high volume sales.
- Gather customer feedback for product development purposes.
- Provide detailed reports on promotional activities and sales results.
Leisure Reservations Agent
The Ritz-Carlton
Fernandina Beach, FL
11.2022 - 04.2024
- Assisted customers with reservations and cancellations for Spa/Recreation/Dining on property in accordance with hotel policies.
- Sent and received correspondence with guests and hotel employees via Microsoft outlook and by phone on a daily basis with a high call volume(60+)
- Answered any guest questions quickly and handled any guest issues or complaints without assistance from management
- Certified learning coach for the Spa department (Leisure Reservations) since April 2022 to April 2024
- Communicated with HR about new hires progress through the 21-day training period
- Assisted with course documentation updates on a regular basis to maintain current relevance, such as annual re-certifications
- Compiled and wrote the updated LSOP for all learning coaches on re-certification of all hotel employees and worked alongside H.R. to implement it.
- Reviewed and provided feedback on training materials and always ensured the security of physical and intellectual assets for Marriott International.
- Participated on multiple committees for special projects as required monthly
- Frequently used Microsoft Word, Excel and PowerPoint for different tasks and projects
- Scheduled and attended meetings through MS Teams
- Used CRM Salesforce daily to share and view guest information who have opted into the program as well as created and closed customer care cases.
- Monitored Medallia survey responses, responding to customers regarding their concerns.
Armed Security Guard Officer
Bering Straits Native Corporation
Kings Bay, GA
10.2017 - 10.2021
- Guarded Kings Bay Naval Submarine Base owned or leased buildings and property, protecting equipment and material, and controlling access to installations through established Entry Control Points (ECP's) by Active Duty Military personnel, employees, visitors, residents, and patients
- Enforced regulations and federal laws, mobile patrols, inspections and searches.
- Operated two-way radios to communicate with colleagues regarding security issues.
- Adhered strictly to established security protocols including lockdowns due to threats or emergencies.
Transportation Security Officer
Transportation Security Administration
Jacksonville, FL
08.2016 - 09.2021
- Conduct screening of passengers, baggage, or cargo to ensure compliance with Transportation Security Administration (TSA) regulations
- Operates basic security equipment such as x-ray machines and hand wands at screening checkpoints.
- Ensured that all personnel entering restricted areas had proper credentials and authorization.
- Interacted professionally with co-workers, supervisors, travelers, vendors, and other stakeholders at the airport facility.
- Collaborated with law enforcement agencies to resolve any safety or security issues that arose during operations.
- Assisted in training new Transportation Security Officers on proper screening techniques.
Security Screener
Air ground logistics inc.
Jacksonville, FL
12.2016 - 08.2020
- Screened passengers and their luggage to safely fly on private airlines that originate at private air fields not overseen by TSA.
- Verified passenger identification documents and tickets against a list of approved persons.
- Enforced safety regulations within the airport premises.
- Reported any security violations or suspicious activities to superiors immediately.
Front Desk/Night Auditor
Hampton Inn and Suites
Fernandina Beach, FL
09.2015 - 07.2016
- Greeted guests upon arrival and provided information regarding hotel services, amenities, and local attractions.
- Processed check-ins and check-outs of guests accurately in the hotel's computer system.
- Balanced daily revenue and prepared end-of-shift reports for management review.
- Resolved guest complaints promptly and professionally with a focus on customer satisfaction.
- Verified valid forms of payment including credit cards, cash, checks, or other authorized methods.
- Answered phone calls from guests requiring assistance or information about hotel services.
- Assisted in training of new hires.
- Monitored Medallia survey responses, responding to customers regarding their concerns.
Correctional Officer
The GEO Group, Inc.
Folkston, GA
02.2016 - 06.2016
- Conducted searches of inmates, cells, and prison grounds to detect contraband or illegal activities.
- Supervised prisoners during meals, recreation time, work assignments and medical visits.
- Enforced prison rules and regulations while maintaining a safe environment for inmates and staff.
Cashier/Retail Sales Associate
Alvin's Island
Fernandina Beach, FL
05.2015 - 09.2015
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
- Issued refunds due to customers.
- Stocked shelves with merchandise when needed.
Administrative Assistant/File Clerk
Express Employment Professionals
Oklahoma City, OK
11.2014 - 05.2015
- Organized and maintained filing systems for physical and electronic documents, ensuring accuracy and confidentiality of records.
- Scheduled appointments, meetings and events for management staff.
- Composed letters, memos, reports, emails, presentations and other written correspondence as required by management staff.
- Managed incoming calls while providing information or transferring callers to appropriate personnel.
- Handled confidential documents in an organized fashion according to established protocol.
Education
Bachelor of Arts - Criminal Justice
University Of Central Oklahoma
05.2015
Associate of Arts - General Studies
College of Coastal Georgia
12.2011
Skills
- Customer Service (10 years)
- Sales
- Data entry (10 Years)
- Office experience
- Hospitality experience
- Time management
- Conflict Management
- Problem-Solving
- Phone and Email etiquette
- Product demos
- CRM Salesforce (2 years)
- Kronos
- Microsoft Office(10 years)
- Microsoft Outlook(5years)
- MS Teams(2 years)
- Communication skills
- Detail Oriented
Timeline
Brand Ambassador
Facetime Promotions
11.2023 - Current
Leisure Reservations Agent
The Ritz-Carlton
11.2022 - 04.2024
Armed Security Guard Officer
Bering Straits Native Corporation
10.2017 - 10.2021
Security Screener
Air ground logistics inc.
12.2016 - 08.2020
Transportation Security Officer
Transportation Security Administration
08.2016 - 09.2021
Correctional Officer
The GEO Group, Inc.
02.2016 - 06.2016
Front Desk/Night Auditor
Hampton Inn and Suites
09.2015 - 07.2016
Cashier/Retail Sales Associate
Alvin's Island
05.2015 - 09.2015
Administrative Assistant/File Clerk
Express Employment Professionals
11.2014 - 05.2015
Bachelor of Arts - Criminal Justice
University Of Central Oklahoma
Associate of Arts - General Studies
College of Coastal Georgia