Kimiesha Morris
Newport
Summary
Dynamic customer service professional with a strong work ethic and exceptional hospitality expertise, honed at Newport Harbor Island Resort. Proven track record in de-escalation and process improvement, enhancing customer satisfaction and loyalty. Skilled in CRM software, adept at multitasking, and committed to delivering outstanding service in fast-paced environments.
Customer service professional with proven ability to manage and resolve customer inquiries efficiently. Known for collaborative approach and results-driven mindset. Adaptable and reliable, with strong communication and problem-solving skills.
Overview
14
14
years of professional experience
Work History
Costumer Serves
Newport Harbor Island Resort
01.2025 - Current
- Demonstrated adaptability in handling diverse clientele from various backgrounds while still providing outstanding service.
- Identified opportunities for process improvement, implementing changes that led to better customer experiences.
- Effectively managed challenging situations involving dissatisfied customers while maintaining composure.
- Enhanced customer satisfaction by swiftly addressing and resolving inquiries and concerns.
Front Desk Supervisor
Wayfinder Newport Hotel
03.2020 - 12.2024
- Trained new employees on front desk operations, ensuring they were well-prepared for their roles and responsibilities.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Provided exceptional customer service, leading to positive online reviews and repeat business from satisfied guests.
- Resolved guest complaints with tact and diplomacy, maintaining a positive image for the hotel brand.
- Scheduled and assigned daily work and activities for team members.
- Collected room deposits, fees, and payments.
- Coordinated with room service, housekeeping, maintenance, and security to meet all guest needs.
Customer Service Representative
Primerica
07.2011 - 03.2020
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Education
Anchovy High School
Jamaica06-2009
Skills
- Live chat support
- De-escalation
- CRM software
- Language proficiency
- Strong work ethic
- Multitasking and organization
- Exceptional customer service
- Hospitality service expertise
Timeline
Costumer Serves
Newport Harbor Island Resort
01.2025 - Current
Front Desk Supervisor
Wayfinder Newport Hotel
03.2020 - 12.2024
Customer Service Representative
Primerica
07.2011 - 03.2020
Anchovy High School
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