KELLY-ANN ORENSTEIN
Davenport
Summary
Dynamic and results-driven professional with extensive experience in customer service and front desk operations at Holiday Inn. Proven ability to resolve guest issues creatively while maintaining strong organizational skills. Expertise in records management and problem-solving, fostering positive relationships with clients and colleagues alike. Committed to enhancing guest satisfaction and operational efficiency.
Overview
25
25
years of professional experience
Work History
Member Service Representative
Naval Federal Credit Union
03.2026 - Current
- Assisted members with account inquiries, resolving issues promptly and efficiently.
- Educated members on credit union products and services, enhancing overall member satisfaction.
- Processed transactions accurately while maintaining compliance with internal policies and regulations.
- Collaborated with team members to streamline operations, improving service delivery timelines.
- Handled cash transactions securely, maintaining accurate cash drawer balances and preventing losses due to errors.
- Processed account transactions accurately, ensuring proper documentation and timely processing.
FRONT DESK AGENT
Holiday Inn/Orange Lakes Resort
04.2024 - Current
- Greeted customers upon arrival and provided assistance with check-in.
- Utilized problem solving techniques to resolve customer complaints quickly and satisfactorily.
- Used computer and database systems to verify information, process purchases and make notes.
- Assisted guests with check-in and check-out procedures ensuring accuracy of all paperwork related to their stay.
- Interacted kindly with guests, offering assistance and support.
- Resolved guest issues with creative solutions, escalating major concerns to management.
- Demonstrated strong organizational and multitasking skills to manage multiple tasks simultaneously.
- Performed various administrative duties such as filing documents, updating databases.
- Developed positive working relationships with colleagues across departments.
DAILY SUBSTITUTE TEACHER
Four Corners Charter School
10.2022 - 04.2024
- Followed classroom plans left by class teacher to continue student education and reinforce core concepts.
- Kept accurate and current attendance records and assignment sheets to maintain file compliance.
- Established positive relationships with students, staff, parents, and administrators.
- Enforced school rules and expectations regarding behavior in the classroom.
- Repeatedly requested as substitute teacher by teachers based on excellent past referrals and trusted performance.
- Maintained accurate records of attendance throughout the day.
- Facilitated small group activities to promote collaboration among peers.
- Maintained discipline and classroom control, fostering safe and positive learning environment.
RETAIL SALES ASSOCIATE
Landry's Rainforest Cafe
08.2021 - 10.2022
- Greeted customers and helped with product questions, selections, and purchases.
- Maintained clean sales floor and straightened and faced merchandise.
- Helped customers complete purchases, locate items, and join reward programs.
- Offered each customer top-notch, personal service to boost sales and customer satisfaction.
- Monitored sales floor and merchandise displays for presentable condition, taking corrective action such as restocking or reorganizing products.
- Used POS system to process sales, returns, online orders, and gift card activations.
WAREHOUSE WORKER
Amazon
08.2020 - 07.2021
- Pulled and prepared product for shipment, verifying exact number and type of product before loading and shipping.
- Packed orders in accordance with customer specifications.
- Assisted other departments when needed to complete tasks in a timely fashion.
- Maintained facility equipment and materials in neat, clean, and orderly fashion.
- Operated manual pallet jack to move products throughout warehouse.
- Sorted and placed materials or items on racks and shelves according to organizational standards.
- Organized warehouse space by rearranging items, storing materials, and marking locations.
- Utilized barcode scanning technology to track product movement throughout the warehouse.
FRONT END SUPERVISOR
Kariss French Cleaners
03.2014 - 04.2020
- Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
- Created employee schedules to align coverage with forecasted demands.
- Monitored cash drawers in 2 checkout stations to verify adequate cash supply.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Trained and mentored team members to achieve front-end operational goals.
- Assisted in overseeing accurate and efficient operation of cash registers.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Managed incoming calls, emails from customers.
- Resolved customer inquiries and complaints in a timely and professional manner.
- Kept checkout areas clean and organized by delegating tasks to team members.
GENERAL MANAGER/ OWNER
SUBWAYRestaurants
10.2001 - 04.2009
- Developed and implemented strategies to increase sales and profitability.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Trained new employees on proper protocols and customer service standards.
- Assisted in recruiting, hiring and training of team members.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Built and maintained relationships with vendors and suppliers.
- Provided coaching and mentoring support for employees at all levels of the organization.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
- Trained and guided team members to maintain high productivity and performance metrics.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Managed incoming calls, emails and faxes from customers.
- Recruited team members to maintain adequate staffing levels.
- Used customer feedback for improving operations and building brand loyalty.
Education
Associate of Arts - Legal Assistant
Kingsborough Community College of The City University of New York
NYHigh School Diploma - undefined
Canarsie High School
NY06.1993
Skills
- Records Management
- Customer Relationship Management
- POS Systems
- Reports and Documents
- Employee Scheduling
- Recruiting and Interviewing
- Retail Operations
- Telephone Reception
- Client Service
- Listening skills
- Customer service
- Hospitality services
- Front desk management
- Staff Supervision
- Customer Service
- Customer Relations
- Inventory Control
- Task Delegation
- Orientation and Training
- Administrative Tasks
- Front Desk Operations
- Clerical Support
- Problem-solving skills
- Guest services
- Administrative skills
- Registration
Timeline
Member Service Representative
Naval Federal Credit Union
03.2026 - Current
FRONT DESK AGENT
Holiday Inn/Orange Lakes Resort
04.2024 - Current
DAILY SUBSTITUTE TEACHER
Four Corners Charter School
10.2022 - 04.2024
RETAIL SALES ASSOCIATE
Landry's Rainforest Cafe
08.2021 - 10.2022
WAREHOUSE WORKER
Amazon
08.2020 - 07.2021
FRONT END SUPERVISOR
Kariss French Cleaners
03.2014 - 04.2020
GENERAL MANAGER/ OWNER
SUBWAYRestaurants
10.2001 - 04.2009
High School Diploma - undefined
Canarsie High School
Associate of Arts - Legal Assistant
Kingsborough Community College of The City University of New York