Kayla Rogers
Hinesville,GA
Summary
Dedicated and customer-focused professional seeking the position of Customer Experience Associate at Jetty, bringing a wealth of experience in providing exceptional customer care and resolving issues through effective communication and collaboration. Eager to contribute to Jetty's growth by utilizing my skills in problem-solving, product knowledge, and process improvement.
Overview
8
8
years of professional experience
Work History
3rd Party Channel Specialist
Vacasa LLC
06.2021 - Current
- Responded promptly to customer inquiries via phone, message, and email, ensuring care, professionalism, and urgency in addressing cancellations, relocations, collections, and advanced billing issues.
- Guided homeowners and guests through cancellation and relocation processes within Vacasa family of homes and partner sites, such as Airbnb, TripAdvisor, and Vrbo.
- Conducted thorough research and sourced alternative properties to meet needs of relocated guests, facilitating seamless rebooking process.
- Demonstrated resilience and creative problem-solving in challenging situations to achieve positive guest outcomes.
- Assisted guests affected by unforeseen circumstances, such as natural disasters, in both pre-arrival and post-arrival stages.
- Collaborated with cross-functional teams and different departments to maintain high service level standards and achieve company goals.
- Actively participated in improvement and optimization of processes to enhance overall Guest, and Owner experience.
Guest Experience Specialist-Relocations Services
Vacasa LLC
06.2021 - Current
- Assist in relocating guests in event their original rental is no longer being available
- Communicate with guest via email, text, and phone
- Communicate and work effectively with field staff via text and phone
- De-escalate guests using empathy and problem solving skills
- Assist with moves, cancellations, and guest communication related to natural disasters.
Vacation Specialist
Paradise Beach Homes
01.2020 - 01.2021
- Answer Phones, emails, handle walk-ins
- Greet customers
- Handle service calls and routing them to specific vendors
- Put together welcome packets
- Open and close business.
Night Auditor
Embassy Suites
01.2018 - 01.2019
- Greets, registers, and assigns rooms to guests
- Issues room key and room directions to Bellman or guest
- Applied mathematical abilities on daily basis to calculate and check figures in all areas of accounting systems
- Sorts shift work balancing adjustments, and charges making all necessary corrections and maintains all necessary system backups daily and turning day over
- Checked hotel guests in and out in professional and friendly manner, effectively handling approximately 5 guests per shift.
Group Reservationist
Vandenberg Lodge
10.2016 - 08.2018
- Outsources lodging for large incoming groups
- Work alongside Managers to find solutions to guest concerns regarding property conditions and requests
- Effectively assess, diffuse, resolve and follow up to satisfaction in all scenarios where service delivery is negatively impacted
- Provided thorough training to employees in all aspects of the front desk operation; including reservations
- Provide daily support to Guest Services Manager and in times of absence take responsibility for the day to day operating requirements.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
Guest Service Representative
Vandenberg Lodge
01.2016 - 01.2018
- Greeted guests at front desk and engaged in pleasant conversations while managing check in process
- Kept accounts in balance and ran daily reports to verify totals
- Answered multi-line phone system, responded to inquiries and transferred calls to correct departments and personnel
- Maintained financial accuracy by collecting deposits, fees and payments, processing changes and issuing receipts
- Collected guest information for data entry into guest information system
- Trained new employees on company software and systems.
Education
High School Diploma -
Choctawhatchee Senior High School
Fort Walton Beach, FL05.2010
Skills
- Exceptional proficiency in using customer service tools and platforms, including Zen Desk and Salesforce
- Strong verbal and written communication skills with a professional and empathetic demeanor
- Proven ability to learn and comprehend complex business processes and systems quickly
- Adept at identifying patterns, suggesting improvements, and collaborating with teams for implementation
- Detail-oriented with a focus on meeting and exceeding set metrics and parameters
Personal Information
Title: Customer Service Representative
Timeline
3rd Party Channel Specialist
Vacasa LLC
06.2021 - Current
Guest Experience Specialist-Relocations Services
Vacasa LLC
06.2021 - Current
Vacation Specialist
Paradise Beach Homes
01.2020 - 01.2021
Night Auditor
Embassy Suites
01.2018 - 01.2019
Group Reservationist
Vandenberg Lodge
10.2016 - 08.2018
Guest Service Representative
Vandenberg Lodge
01.2016 - 01.2018
High School Diploma -
Choctawhatchee Senior High School
Similar Profiles
Lauren HendersonLauren Henderson
Front Desk Guest Service Representative at Vacasa LLCFront Desk Guest Service Representative at Vacasa LLC
Lisaudy FernandezLisaudy Fernandez
Housekeeper at Vacasa LLCHousekeeper at Vacasa LLC
Kevin McKayKevin McKay
Owner Relations Manager at Vacasa, LLCOwner Relations Manager at Vacasa, LLC