Kelly Higginson
Vancouver,WA
Summary
Dedicated customer service professional with over 20 years of experience in guest reception and customer service, consistently delivering prompt and effective responses to inquiries and complaints to enhance guest satisfaction and foster repeat business. Recognized for adaptability and courtesy, with a keen ability to anticipate and address guest needs efficiently. Proficient in providing detailed information, answering questions, and executing swift check-in and check-out processes. Committed to delivering dynamic service while cultivating positive relationships with guests and colleagues.
Overview
7
7
years of professional experience
Work History
Security Officer
Metro
Vancouver, WA
04.2024 - 03.2026
- Monitored premises to ensure safety and security for employees and visitors.
- Conducted regular patrols to identify potential hazards or security breaches.
- Responded promptly to incidents, maintaining calm and providing assistance as needed.
- Collaborated with local law enforcement during investigations and emergency situations.
- Implemented safety protocols, enhancing overall security measures across facilities.
- Trained new staff on security procedures, fostering a knowledgeable team environment.
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Acted quickly during emergency situations to reduce opportunity for damage and injury.
- Reported suspicious activities and persons to law enforcement.
- Wrote detailed reports on property damage, theft, presence of unauthorized persons and unusual incidences.
- Updated shift logs and produced daily reports to document security activities and specific incidents.
Front Desk Agent
Red Lion Inn & Suites
Vancouver, WA
06.2020 - 11.2022
- Managed front desk interactions, ensuring a warm welcome and efficient check-in for all patrons.
- Executed payment processing tasks, delivering precise receipts and correct change to customers.
- Performed detailed end-of-day financial reporting and register balancing to maintain accurate financial records.
- Responded to incoming calls and collaborated with hotel personnel to efficiently meet guest needs and troubleshoot concerns.
- Facilitated improved guest satisfaction by providing clear information on business operations and policies, addressing concerns, and crafting tailored solutions to enhance guest experiences.
- Processed and responded to room requests and inquiries via email and phone to ensure timely assistance.
- Input customer data into reservation software and made immediate updates to reflect room changes.
- Trained new staff on front desk operations and customer service protocols.
Customer Service Associate
The UPS Store Inc.
Vancouver, WA
01.2019 - 06.2020
- Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Educated customers on special pricing opportunities and company offerings.
- Documented conversations with customers to track requests, problems and solutions.
- Met and exceeded productivity targets by handling every interaction with top-notch customer service.
- Upheld strict quality control policies and procedures during customer interactions.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Provided exceptional customer service, addressing inquiries and resolving issues effectively.
- Managed shipping and receiving operations, ensuring accuracy in package handling.
Education
High School Diploma -
Fort Payne High School
Fort Payne, AL06-1995
Skills
- Guest services management
- Safety protocols
- Payment reconciliation expertise
- Effective planning
- Oral and written communications
- Listening skills
- Hospitality services
- Mail and packages
Timeline
Security Officer
Metro
04.2024 - 03.2026
Front Desk Agent
Red Lion Inn & Suites
06.2020 - 11.2022
Customer Service Associate
The UPS Store Inc.
01.2019 - 06.2020
High School Diploma -
Fort Payne High School