Hi, I’m
Kiana Serrette
Concierge
Newark,NJ
Summary
Driven, professional, and focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication. Seeking full-time position that offers professional challenges utilizing interpersonal skills, excellent customer time management and problem-solving skills.
Overview
7
years of professional experience
1
Certification
Work History
Lifetime Athletic ClubFlorham Park, NJ
Concierge
02.2020 - Current
Job overview
- Addressed customer inquiries with timely and professional responses via phone, email and in-person interactions.
- Provided accurate information regarding local attractions, restaurants and activities.
- Contacted previous guests and potential visitors via email with information on events to build clientele base.
- Maintained accurate and up-to-date records of guest information.
- Greeted guests upon arrival by providing warm welcome.
- Greeted guests upon arrival and offered directions to key amenities to cultivate quality experiences.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Managed check-in and check-out procedures for guests.
- Mastered handling many different situations and finding solutions with multiple people and personalities.
- Trained to make people feel comfortable throughout all situations finding solutions that are fair and complies with everyone's needs and maintains professionalism of company.
East Orange RecreationEast Orange, NJ
Water Safety Instructor
06.2016 - 12.2019
Job overview
- Mentored and trained new swim instructors on best practices.
- Collaborated with swim team coaches to develop successful training plans.
- Planned classes covering different ages and skill levels to prepare students for basic and advanced swimming needs.
- Taught emergency response and rescue protocols for water safety.
- Maintained control and safety of class and kept children in flotation always within arm's reach.
- Prepared equipment before each class class and stored items promptly after classes.
- Maintained knowledge and certification of first aid and CPR.
- Assisted in setting up pool deck, cleaning up public areas and closing pool in unsafe conditions.
- Taught daily swim instruction to students varying in ages and skill levels.
- Developed and implemented lesson plans based on individual student needs.
- Assisted with coordinating and running special events and competitions.
- Trained to be able to carry things and people over 200lbs in and outside of water for in water saves and out of water back boarding.
Education
Cicely L. Tyson School of Performing And Fine ArtsEast Orange, NJ
High School Diploma
06.2021
University Overview
- Honor Roll [Quarter 1 & 3 of the 2017-2018 school year]
- Awarded [The National School Choral Award]
- Professional Development: [Economics]
- [3.6] GPA
- Ranked in Top 20% of class of 97
- Extracurricular Activities: Kappa Theta Delta, Traveling Concert Choir, Community Service
- Kappa Theta Delta Member
- Elected Captain of Concert Choir 2017-2021
- Elected as Class President for Cicely Tyson's class of 2021 in 2017.
Skills
- Customer Service
- Time Management
- Judgment and Decision-Making
- Complex Problem-Solving
- Guest Experiences
- Business Services
- Active Listening
Accomplishments
- Contacted prior guests through email messages with information on events and happenings at the resort, which led to 8% upswing in business over a six-month period.
- Crafted unique, personalized guest experiences during visits or stays, resulting in 5-star service rating for resort.
- Resolved product issue through consumer testing.
Certification
- First Aid/CPR Certified
Additional Information
I am currently an upcoming student as a flight attendant for the Triad Aviation Academy in North Carolina. I am looking for a career where my interpersonal abilities, customer service skills, knowledge in aviation, and in-flight safety will be fully utilized to contribute to the success of the airline. I have extensive previous experience in customer service, I am people oriented, adaptable, and an extremely enthusiastic individual with a wide level of general experience. I am an extremely dedicated candidate that's passionate about gaining experience for in-flight services.
Timeline
Concierge
Lifetime Athletic Club
02.2020 - Current
Water Safety Instructor
East Orange Recreation
06.2016 - 12.2019
Cicely L. Tyson School of Performing And Fine Arts
High School Diploma
Similar Profiles
Mason SchillingMason Schilling
Swim Instructor at Lifetime Athletic ClubSwim Instructor at Lifetime Athletic Club
Madeline ParkerMadeline Parker
Kids Supervisor at Lifetime Athletic ClubKids Supervisor at Lifetime Athletic Club
Liza LaughlinLiza Laughlin
Aquatics Supervisor at Lifetime Athletic ClubAquatics Supervisor at Lifetime Athletic Club
Nicholas WaltonNicholas Walton
Facility Operations Director at Lifetime Athletic ClubFacility Operations Director at Lifetime Athletic Club
James WashingtonJames Washington
Forklift Operator at PIM BrandsForklift Operator at PIM Brands