Kim Lucke
Olyphant,PA
Summary
Seasoned Executive Assistant with 25 years of experience, adept in MS Office and facilitating cross-departmental communication. Expert in data management, project coordination, and fostering customer relations.
Overview
23
23
years of professional experience
Work History
Facility Liaison
Ritztex (John Ritzenthaler Company)
Peckville, PA
09.2009 - Current
- Facilitate seamless communication and coordination between sales, purchasing departments, and warehouses to optimize order processing and uphold quality standards.
- Assisted in the preparation of reports, presentations and correspondence.
- Compiled data into spreadsheets for analysis or reporting purposes.
- Utilized document management system to organize company files, keeping up-to-date and easily accessible data.
- Maintained positive working relationship with fellow staff and management.
- Responded promptly to queries from sales or other departments regarding orders places or goods coming in.
- Served as key corporate representative, liaising with various parties in support of operational excellence.
Guest Services
Comfort Inn Hotel
05.2021 - Current
- Oversee guest check-in and reservation processes, ensuring efficient handling of billing inquiries and dispute resolution.
- Maintained accurate records of all transactions related to guest services activities.
- Coordinated with other departments to ensure seamless integration of guest services activities into overall hotel operations.
Front Desk Manager
Sleep Inn and Suites
10.2014 - 09.2020
- Managed front desk operations, ensuring efficient handling of reservations and group account coordination.
- Performed cashier duties such as taking payments, balancing accounts, handling refunds and resolving any discrepancies that arose.
- Assisted with training new staff members on front desk procedures and policies.
- Monitored occupancy rates for each day as well as weekly and monthly trends to ensure maximum revenue was achieved.
- Supervised front desk operations, enabling guests to receive superior customer service from hotel staff.
Guest Services Supervisor (Seasonal)
Montage Mountain (Sno Mountain Resort)
12.2001 - 10.2013
- Oversaw daily customer service and ticketing operations, ensuring efficient cash management and effective staff oversight.
- Ensured smooth operations of guest services by supervising staff, responding to inquiries, and resolving issues.
- Provided training and guidance to all team members in customer service best practices, policies, and procedures.
- Handled escalated customer complaints and disputes professionally and within company guidelines.
- Coordinated with other departments like operations and life guards to ensure the safety of the guests
Customer Service Specialist
Cigna Healthcare
06.2001 - 07.2004
- Managed a high volume of inbound calls, providing detailed explanations of medical insurance coverage while effectively utilizing medical terminology.
- Researched complex issues raised by patients/doctor's offices, identified solutions, and provided timely responses.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Mentored new employees on procedures and policies to maximize team performance.
- Handled manager calls, for escalated patient concerns or issues.
- Worked one on one with the Teams Manager, to handle all escalated patient issues.
Education
Bachelor of Science - Management/Marketing
Penn State Worthington Scranton
12-2004
Skills
- Proficient in Excel
- Proficient in Microsoft Office
- Proficient in Outlook
- Proficient in General Ledger Software
- Experienced in Remote Work Environments
- Demonstrating Strong Time Management
- Demonstrating Independent Work Capabilities
- High-pressure environments
- Verbal and written communication
- Organizational Skills
- Effective Communication
- Multitasking
- Problem-Solving
- Adaptability and Flexibility
References
References available upon request.
Timeline
Guest Services
Comfort Inn Hotel
05.2021 - Current
Front Desk Manager
Sleep Inn and Suites
10.2014 - 09.2020
Facility Liaison
Ritztex (John Ritzenthaler Company)
09.2009 - Current
Guest Services Supervisor (Seasonal)
Montage Mountain (Sno Mountain Resort)
12.2001 - 10.2013
Customer Service Specialist
Cigna Healthcare
06.2001 - 07.2004
Bachelor of Science - Management/Marketing
Penn State Worthington Scranton
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